ShepHyken

JUNE 13, 2018

What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service. Many people don’t understand the difference between customer experience and customer service, but does it really matter.

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Advertising Customer Service Customer Experience Marketing 250

Callminer

JUNE 13, 2018

I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the questions, answers, and takeaways from the webinar.

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Best practices Analytics 182

Contact Center Pipeline

JUNE 13, 2018

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked the questions: “What makes your product different from the other ones out here?” and “What do you have going on that’s new and exciting this year?” Every year, there is usually […].

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360Connext

JUNE 13, 2018

Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.

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Customer Service Construction Customer centricity Consulting 77

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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.

Jive

JUNE 13, 2018

In the last decade, the Internet and mobile devices have dramatic shifted the way business is conducted. And it seems like year after year, newer and better technologies are continuously being introduced. Each new technology promises to ensure more efficient communication between customers, partners, and colleagues. Needless to say, the importance of keeping up with the latest business communication trends are more important than ever.

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voip Technology Management 75

Centriam Customer Experience Lab

JUNE 13, 2018

We founded Centriam with a simple vision: help companies get more value out of data to become more customer centric. I strongly believe that organizations who put effort into understanding customer behavior and act on those insights will have a tremendous competitive advantage over the long run. So our goal has always been to develop tools and solutions that drive a customer-centric culture and enable companies to build deeper customer relationships to improve customer experience.

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Customer Experience Customer centricity 60

InTheChat

JUNE 13, 2018

As digital communication technology continues to grow and evolve, it can be overwhelming for companies looking to keep up with shifting consumer expectations for digital customer service. For companies who have invested heavily in voice solutions for customer. The post Integration means never having to say goodbye (to existing voice solutions) appeared first on InTheChat.

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Branch Mesenger

JUNE 13, 2018

In America, Memorial Day is the unofficial start of summer. School is out for many college students and winding down for most high schoolers. Temperatures start to crank up, and families are figuring out new routines as the worlds of gainful employment clash with the desire to travel and enjoy the warmer months. As ‘unofficial’ as Memorial Day is to signal the start of the summer season, which kicks off on June 21, it is the official opener to many of the things that we cherish in warmer months

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Engineering Surveys Marketing Customer Service 54

CX Journey

JUNE 13, 2018

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan. We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.

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Feedback Customer Experience Technology Marketing 57

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.

Customer Experience

Customer Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries.

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Feedback Customer Experience Benchmark Metrics 53

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average

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Customer Experience Average Handle Time Benchmark Metrics 49

Mindtouch

JUNE 13, 2018

The heavy lifting is done. The tech writers have interviewed SMEs. They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. To a web self-service portal or online help. Maybe a long-form PDF. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation.

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Solvvy

JUNE 13, 2018

Join Bruce Temkin, Managing Partner, Temkin Group and Maria Jiang, Head of Product Marketing, Solvvy in an exclusive webinar ‘Applying The Art of Human Conversations to Digital Interactions’ on July 26 at 10am PDT. How many times have you had to say, “That’s not really what I meant.” Countless times probably. To your boss, mom and hairdresser, right?

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Kristina Evey

JUNE 13, 2018

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . This will be something that your staff will FEEL… not have to be shown a mission statement. . Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. culture definition.

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Customer Experience Morale Sales Management 48

Bright Pattern

JUNE 13, 2018

Customer Contact Week (CCW) is the most highly anticipated customer contact event of the year because it brings together the brightest customer experience professionals and awards those who excel in their field at the CCW Excellence Awards Gala.

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Customer Experience 44

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices.

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Customer Service Airlines Education Metrics 41

Playvox

JUNE 13, 2018

Customer relationship management (CRM) systems are nothing new. However, with each passing year, CRMs become more complex and are able to collect an ever growing amount of customer information. Your CRM opens up a door of endless possibilities to create unique and personalized customer experiences. These systems hold so much potential, yet much of the collected information goes unused.

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Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

ThriveableBiz

JUNE 13, 2018

Day four we’re talking about going beyond the stats. Tapping into those deep, emotional insights, at the heart of your fan relationships. Because marketing has moved on from shouting one-way messages. While as consumers, we’ve actually gone back to our primal need for two-way conversations with a brand. Sharing our opinions and feelings around the digital campfire.

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Marketing Entertainment 40

Influitive

JUNE 13, 2018

Today’s marketers are missing a major opportunity right under their nose. And it’s costing them royally. With decreasing budgets, and increasing demands on marketers, it’s no surprise we’re more focused than ever on getting new customers through the door. But there’s a more efficient way to increase revenue, while creating happier customers at the same.

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ThriveableBiz

JUNE 13, 2018

Day five we’re talking about what pop-stars know about fans. For instance, Taylor Swift, with over 300 million Facebook followers. And her secret, like sport, is tribal. She knows which of her fans have their own large audience, and gives them exclusive experiences. So they in turn, influence their friends, and amplify her reach. Creating a community for special […].

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Marketing 40

CSM Magazine

JUNE 13, 2018

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. To help you do that, the Incite Group have gathered the most trailblazing executives from Microsoft and Travelzoo to share their advice on delivering an unforgettable experience for the customer of today.

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Customer Service Customer centricity Chatbots Best practices 40

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

ThriveableBiz

JUNE 13, 2018

Day six we’re talking about avatars. That is, building a detailed picture of your ideal target fans. Using not only demographics, but also telling the story of what their life is like. And how your club emotionally fits in their life. What makes them feel a special part of your community? And how can you tap into those motivations to […]. The post Day 6 World Cup Fever Marketing Tips appeared first on Cliizii.

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Marketing 40

Solvvy

JUNE 13, 2018

The post Too Many Communication Blunders? appeared first on Solvvy.

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ThriveableBiz

JUNE 13, 2018

In the final day seven, we’re talking about using insights to drive innovation. When you have conversations with fans, listen closely to what they say about their experience. And how their 'real life' connects with your club. Because you’ll pick up valuable grass-roots insights to use in brainstorming. As a simple creative technique, try joining unrelated thoughts together to […].

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Marketing 40

Brad Cleveland Blog

JUNE 13, 2018

The post 7 Rules of the Road for Recruiting and Hiring appeared first on Brad Cleveland.

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Contact Center Call Center Customer Service 26

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Comm100

JUNE 13, 2018

Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 1

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Self service Chatbots Advertising Sales 52

Brad Cleveland Blog

JUNE 13, 2018

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Contact Center Call Center Customer Service 21

NICE inContact

JUNE 13, 2018

Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world. In short, florists depend on Teleflora to get it right. Jeff Griffith, Director of TelCo and IT Services, describes it this way: “If the florists succeed, Teleflora succeeds.

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Customer Experience Call Center Best practices 55