Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Futurelab

FEBRUARY 1, 2021

Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size, region, industry, etc., you are in business for the customer, because of the customer.

Technology 246

Technology Technology Customer Experience 246

Heart of the Customer

FEBRUARY 5, 2021

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

CX 159

CX Customer Experience B2C B2B 159

Fonolo

FEBRUARY 4, 2021

Many hands make light work, so the saying goes. However, it doesn’t always make for the desired outcome. This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience. Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing.

Contact Center 154

Contact Center Technology Technology AI 154

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Callminer

FEBRUARY 3, 2021

Learn how call centers can more effectively identify, address and manage customer vulnerability.

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Futurelab

FEBRUARY 1, 2021

Author and businessman Harvey Mackay once said : “You learn when you listen. You earn when you listen – not just money, but respect.”. Those words could not be truer when it comes to customer experience and to your business. Tags: Annette Franz (Gleneicki) customer experience customer feedback survey design Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Feedback 130

Customer Feedback Customer Experience 130

Intercom, Inc.

FEBRUARY 2, 2021

This week on Inside Intercom, we’re focusing on customer satisfaction: how it’s evolving, why that matters, and what you need to do about it. If you’re in the business of supporting customers, one measurement probably looms large over everything else: the customer satisfaction, or CSAT, score. . CSAT has been the primary metric for gauging customer happiness for some time now, and is often used as the one all-encompassing number that translates whether your support team is performing or not into

Customer Satisfaction 99

Customer Satisfaction 99

The DiJulius Group

FEBRUARY 3, 2021

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story People with the Strongest Relationships are the Most Happy When you have the ability to make an instant connection, get people to instantly like you, make them feel comfortable, and fully develop relationships of all kinds, you are likely to have. Read Full Article. The post People with the Strongest Relationships are the Most Happy appeared first on The DiJulius Group.

Customer Service 105

Customer Service Customer Experience 105

Futurelab

FEBRUARY 1, 2021

You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so – it usually can be. So, what’s a company to do to earn even better CSAT scores? Tags: Annette Franz (Gleneicki) actions customer feedback survey Voice of Customer Facebook Like.

Customer Satisfaction 130

Customer Satisfaction Customer Feedback 130

Customer Service Life

FEBRUARY 4, 2021

Caviar limes are a cult classic with FruitStand customers. Some purchase them every month, hooked on these pickle-shaped pinky finger-sized fruits. Slice them in half then squeeze out the inside of the fruit, literally crunchy sparkling citrus pearls, onto guacamole, fish or in a margarita. They make any meal unique! FruitStand is an online marketplace that partners with small farms across the United States to bring high quality, often times super weird, limited seasonal produce to the doorsteps

Close the Loop 92

Close the Loop E-commerce Start-ups Customer Experience Management 92

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. This edition of VOZIQ’s Customer Intelligence Newsletter includes a handful of resources containing ideas and action plans for dealing with the current pandemic and preparing for the future while still keeping your customers at the forefront.

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

Steven Van Belleghem

JANUARY 31, 2021

The multiple “why?” method. Duncan is a big believer in asking series of questions: just like when we were young and we asked “why” and then our parents explained and we asked another “why”, which could last for a very long time. “Insights that are useful for customer-oriented innovation tend to only appear after 4 or 5 consecutive whys”, he explained.

Customer Experience 98

Customer Experience Manufacturing Innovation Hospitality 98

Zendesk

JANUARY 31, 2021

Even before the virus forced us all inside and online, messaging was taking over the world. It’s how many of us shared news, collaborated with colleagues, and — most importantly — kept in touch with friends and family. As with all things digital, the pandemic simply accelerated the inevitable. It also showed us that messaging was made for customer service.

Customer Service 98

Customer Service Case Management AI Touchpoint 98

Dealing With Humans

JANUARY 31, 2021

Hello friends. I have taken quite a break from posting. It was intentional. I felt that during the pandemic, elections, and daily challenges, we were all just trying to survive, and new information would not be absorbed and learned as it should during this time. But, due to the stress I see in both the customers in my workplace and the people I encounter daily, I realized that it is time to remember why I started this mission in the first place.

Retail 98

Retail 98

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Astute

FEBRUARY 3, 2021

CX can impact your bottom line in several ways. Here's a look at some of the statistics and research to know to guide your efforts in 2021. The post Top 40 Customer Experience Statistics To Know in 2021 appeared first on Astute.

Customer Experience 98

Customer Experience CX 98

Kerry Bodine

JANUARY 30, 2021

This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us. His inbox is being monitored while your account is transitioned to a new dedicated specialist. Please call 877-XXX-XXXX to speak with the first available specialist.”.

B2B 90

B2B Customer Experience Healthcare CRM 90

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. Ongoing tiered lockdown will establish many of the changes we saw last year, such as remote working and increasing digital enablement.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Beyond Philosophy

JANUARY 30, 2021

You have only half a second to make an excellent first impression with your customers with your digital experience. Per the Electrical Engineering and Computer Science department at Harvard , most people form a first impression of a website in 500 milliseconds. So, the question is whether you are proud or concerned about your digital experience after hearing this stat?

Social Media 78

Social Media Management Consulting Engineering Retail 78

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Demonstrating the value of Customer Success to executives is crucial.

Net Promoter Score 72

Net Promoter Score VOC Customer Feedback Innovation 72

C3Centricity

JANUARY 30, 2021

Why do companies still try to cheat their customers? Is it because they think we won’t notice? Or do they think there are enough people willing to buy their brand for the first time, that they don’t need to worry about getting that second purchase? Either way, they haven’t hear that the most important attribute a brand needs to build is trust!

Manufacturing 71

Manufacturing Start-ups Social Media Engineering 71

Zendesk

FEBRUARY 5, 2021

With on-demand video more popular than ever, over the top (OTT) companies need to keep up with increased competition — and rising customer expectations, This free data-driven report looks at what streaming services can do to increase engagement and earn customer loyalty. Learn more about the OTT industry by the numbers. 80% of U.S. customers use at least one video streaming service. 25% of customers sign up for free trials or discounted rates. 35% of customers leave when those free trials or spe

Customer Loyalty 52

Customer Loyalty Customer Expectations 52

Astute

FEBRUARY 4, 2021

Customer service automation helps companies with providing exceptional customer service and building customer loyalty. The post Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help appeared first on Astute.

Customer Loyalty 52

Customer Loyalty Customer Service Customer Experience 52

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Totango

FEBRUARY 1, 2021

Hi, It definitely feels like winter. It seems it is raining and cold almost everywhere. This is exactly the right time to move to our next destination. Auckland, New Zealand. This release will take us to Auckland for the next couple of months hopefully providing you with a lot of new value. Custom notification actions in SuccessPlays. Use SuccessPlays to trigger alerts, notifications, and celebrate milestones.

Touchpoint 62

Touchpoint 62

Doing CX Right

FEBRUARY 1, 2021

Ringcentral talks to Stacy Sherman about how companies can create lasting customer loyalty through an engaged workforce. Read interview. The post Empowering Employees Leads To Better CX appeared first on Doing CX Right.

CX 52

CX Customer Loyalty Customer Experience 52

Qualtrics

FEBRUARY 4, 2021

State and local governments have struggled to manage vaccine distribution. We can do better – because we already have the tools to make this experience seamless. Here’s how. After all the excitement and planning to get the vaccines approved, we are now confronted by daily headlines on the challenges of distribution. One of the most significant pain points has been aligning demand with a clear and seamless assessment and scheduling process.

Government 47

Government Technology Technology Customer Experience 47

Chip Bell

FEBRUARY 3, 2021

There is an antique story about an old donkey who fell in the farmer’s abandoned well. Crying out, the donkey alerted the farmer who summoned his nearby neighbors to help him get the donkey out of the deep well. Their efforts proved totally fruitless. So, the farmer made a decision. Since the donkey was old and the well needed to be filled with dirt, he would ask his neighbors to get their shovels to help him bury the old donkey while filling up the abandoned well.

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Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Knowmax

JANUARY 31, 2021

Enterprise document management system – what is it & why it is important?

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SugarCRM

FEBRUARY 5, 2021

Planning and updating shifts can be complicated. When it comes to customer support, you need to ensure that you always have support representatives available. This requires increased shift planning and management capabilities. Sugar Serve ‘s two shift-planning modules, the Shifts and Shift Exceptions modules, can help you better manage your support representatives and maintain high customer satisfaction levels.

Customer Satisfaction 26

Customer Satisfaction CRM Customer Service 26

Qualtrics

FEBRUARY 4, 2021

Being a researcher requires dedication, hard work and more than a little inspiration. Here’s something to boost the last item on that list. We’ve sourced some of the most interesting and thought-provoking research quotes we can find. We hope they’ll leave you feeling inspired and motivated to start – or complete – your best ever research project. As these quotes show, research is a common thread running through all kinds of professions and pursuits, from Ancient Rome right up to the present day.

Engineering 38

Engineering Innovation Gaming Start-ups 38

1 to 1

FEBRUARY 1, 2021

Nurses and other healthcare providers are at the frontline of the COVID-19 vaccination efforts. Ann Marie Muñana, a nursing and healthcare leader at Chamberlain University who also serves on the Chicago Department of Public Health’s Scientific COVID-19 Vaccine Work Group, shared insights from frontline efforts to distribute the COVID-19 vaccines. She also reflected on what it will take to increase vaccine trust and accelerate the vaccination rate.

Healthcare 26

Healthcare Pharmaceutical CX Education 26

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX