ShepHyken
DECEMBER 4, 2020
This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.
Beyond Philosophy
DECEMBER 4, 2020
Everyone is saying that the pandemic will be the death of retail. I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this shift will benefit most from the pandemic-inspired modifications in customer behavior.
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GetFeedback
DECEMBER 4, 2020
Everything you need to know about DX, including what a good program looks like and how to improve your existing one.
kommunicate
DECEMBER 4, 2020
Webhooks are an excellent way of connecting your app with external apps. A Webhook is essentially a POST request sent to a callback URL. In this post, we will see how you can connect chatbots with Webhooks. Connecting your chatbots with Webhook will help you robust and advanced workflows, where you can exchange data with [.]. The post How to Connect Chatbots with Webhooks appeared first on Kommunicate Blog.
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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.
Integrity Solutions
DECEMBER 4, 2020
As customers get more comfortable with buying virtually, their expectations are going to continue to go up. And that means, when it comes to remote sales, your team needs to keep raising its game. Remote sales is the reality for most companies now, and likely will be for the foreseeable future. In fact, in some areas, virtual is here to stay. According to a recent Bain & Company survey , 80% of buyers and sellers believe there will be a sustained increase in virtual interactions going forwar
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
DECEMBER 4, 2020
Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors. The results are in from the latest survey of global customer experience leaders in the 2020 NICE inContact CX Transformation Benchmark, Business Wave.
ChurnZero
DECEMBER 4, 2020
This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Presented by Anna Talerico of Arthur Ventures, “ When Customer Success Is a Second-Class Citizen ” takes a hard and honest look at why growing Customer Success teams are so often underfunded, marginalized, and neglected within their organization.
LiveVox
DECEMBER 4, 2020
Compliance rules were made to protect customers from unwanted calls or messages. They set out guidelines that must be followed and if not have a hefty legal and/or monetary price to pay. Compliance in the contact center is of the utmost importance. Whether you are reaching out to your established customers, following a lead, or […]. The post Inbound vs.
Cincom
DECEMBER 4, 2020
Digital selling is the process of turning relationships built through digital means into: 1) productive, in-person conversations or 2) a sale that is complete enough to finish via an e-Selling solution. Digital selling is a process that begins outside of your organization. It starts with a buyer who is motivated to learn something about a problem. It doesn’t matter if you have a human at the end of the selling process or a machine, you will have a sale—you will have a transaction that culminates
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Strikedeck
DECEMBER 4, 2020
Vincent Manlapaz, in an interview with Kyle Winward talks about how the evolution of consumer behavior has brought a new set of challenges for business leaders to stand out from competitors and why organizations should become an agent of experience than an agent of service.
Vcaretec
DECEMBER 4, 2020
An inbound call is any call that a prospect or client makes to your business. Inbound calls can mean a variety of things. Sometimes an inbound call brings new business, sometimes it is just a salesperson from another company hoping to speak to you about their product or service. Inbound calls can be overwhelming to companies that don’t have the administrative or customer services staff to support them, which is why a lot of thriving businesses choose to direct inbound calls to an outsourcing com
Zappix
DECEMBER 4, 2020
Modern consumers expect digital self-service from the companies they interact with. Today’s business leaders recognize the value of automation and self-service as well, but modern digital solutions must be added to voice channels if they want to really.
Knowmax
DECEMBER 4, 2020
Knowledge management for better customer service SOPs adherence.
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.
ProProfs Blog
DECEMBER 4, 2020
For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultane
SmartKarrot
DECEMBER 4, 2020
Role: VP Customer Success Location: Salt Lake City, UT, US Organization: NICE inContact As a VP of Customer Success, you will be a senior leader in the matrix organization of Technical Success, working with Professional Services, Technical Support, and other customer-facing teams to ensure customer outcomes. Develop and Execute retention strategies and renewal processes that meet or exceed the stated retention targets.
CSM Practice
DECEMBER 4, 2020
Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Read the full transcript to learn more. The Interview: . Value scoring is a tool designed for customer success managers to leverage and scale customers, to assess what are the areas and outcomes that the customer might be interested in doubling down on, and to have a discussion around
SmartKarrot
DECEMBER 4, 2020
Any business function that you deploy towards your business goals must be measurable and generate returns. Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Customers don’t leave your company until they stop getting value from your product.
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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.
Customer Service Life
DECEMBER 4, 2020
I was recently asked to share some ideas and tips with the readers at Customer Service Weekly as part of a larger Black Friday Survival Guide. It’s a fantastic resource and you should definitely check it out. “Black Friday” isn’t just one day a year. I want to let you in on a little secret. Working for a software company, our contact center is all but dead on Black Friday — and that’s been the case for most of my career in the contact center.
SmartKarrot
DECEMBER 4, 2020
Yay, it’s finally a holiday! It’s no surprise that holiday seasons call for more sales, more revenue, and more responsibility as well. With this responsibility, the chances of keeping up with stellar holiday customer service should not be shaken. A refreshing customer service experience paves the way for a new threshold. This in turn creates new hopes for company owners who compete for a client’s interest.
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