ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no. Whole Foods understands what drives their customers’ purchase behavior.

Marketing 250

Marketing Customer Service Consulting Consulting 250

Myra Golden Media

NOVEMBER 6, 2020

This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

Customer Service 136

Customer Service Management Customer Experience 136

Win the Customer

NOVEMBER 6, 2020

In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. You must’ve come across these one-liners if you’re a business owner: the customer is always right, the customer is king, or, the customer knows. An in-depth look at the one-liners reveals that all power, as far as buying a product or subscribing to a product is concerned, rests with the customer.

Customer Experience 85

Customer Experience Brand ambassadors Feedback Customer retention 85

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Published on: November 06, 2020. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time.

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

Advertisement

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.

Customercount

NOVEMBER 6, 2020

CX measurement allows you to gain first-hand feedback and knowledge of the experience your contact center is delivering to your customers. The post CX measurement for ultimate accountability appeared first on CustomerCount.

Accountability 75

Accountability Contact Center Feedback Customer Experience 75

ChurnZero

NOVEMBER 6, 2020

This is a a guest post by Ellie Peterson, Customer Concierge at Delighted. . As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. But what does that NPS number really mean? Sure, a positive number is positive, and a negative number is, well, negative, but how do you know when your NPS is good, and when it has room for improvement?

Benchmark 58

Benchmark Surveys Enterprise Analytics 58

Win the Customer

NOVEMBER 6, 2020

In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. The first step to achieving this goal is to understand big data and knowledge management. You must’ve come across these one-liners if you’re a business owner: the customer is always right, the customer is king, or, the customer knows.

Customer Experience 52

Customer Experience Brand ambassadors Feedback Surveys 52

Jon Arnold

NOVEMBER 6, 2020

A bit later than usual, but my November newsletter - JAA’s Communications and Collaboration Review - went out to subscribers yesterday. October was probably my busiest month ever, so there’s lots to share, including photos of notable speakers and performers from the various virtual events I attended. If you’re not a subscriber, and want to become one, it’s really easy to sign up.

Feedback 56

Feedback 56

LiveVox

NOVEMBER 6, 2020

As a business, you strive to provide the best products, services, and support to your customers. What you measure to define success may differ, but the need to manage quality is part of that success. Contact center leaders look to quality management and quality control software like speech analytics, call recording, and the like to […]. The post 7 Principles of Quality Management in the Contact Center appeared first on Livevox.

Quality management 42

Quality management Contact Center Management Analytics 42

Advertisement

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

Surveys

Working Solutions

NOVEMBER 6, 2020

Keeping customers requires engaging customers. That takes investment to “anticipate and deliver predictable consumer outcomes,” believes Kim Houlne, chief executive of Working Solutions.

Analytics 40

Analytics outsourcing Call Center 40

Skybridge

NOVEMBER 6, 2020

It’s been quite a week, in the middle of quite a year… and next, we head into winter. It struck me today that, no matter how you or I – or any individual leaders within their organizations – might be feeling today, the truth is, we have a mighty responsibility to the people who keep our companies going. Those folks may be experiencing a range of emotions these days.

Morale 40

Morale Coaching Customer Care Employee engagement 40

CSM Magazine

NOVEMBER 6, 2020

There are many reasons why a marketing strategy is important for every business. Every business’s success depends on many different factors, but no matter how good your products and your employees are, in the end, your marketing strategy will be what makes or breaks your business. Of course, not all of your marketing campaigns will be as successful as you hope.

Enterprise 40

Enterprise Marketing Entertainment Education 40

Brad Cleveland Blog

NOVEMBER 6, 2020

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So, how do you … Continue reading → The post Build Customer Expectations into Plans and Direction appeared first on Brad Cleveland.

Customer Service 26

Customer Service Contact Center Call Center Customer Experience 26

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

SmartKarrot

NOVEMBER 6, 2020

Role: Vice President of Customer Success Location: Remote, United States Organization: Lionbridge As a Vice President of Customer Success, you will develop and implement a strategic customer success program, increase wallet share, identify areas of opportunity to cross-sell and support new business growth. Lead and build out a Customer Success team that is best in class.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

Brad Cleveland Blog

NOVEMBER 6, 2020

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So, how do you ensure customer expectations are built into your plans and direction? Let me make some recommendations: First, make sure that your … The post Build Customer Expectations into Plans and Direction first appeared on Br

Customer Service 22

Customer Service Contact Center Call Center Customer Experience 22

SmartKarrot

NOVEMBER 6, 2020

To successfully conduct your business, you need to have full control over it. There are many key performance indicators that companies use to gain complete visibility of their business operations. These indicators can be grouped into two categories – leading and lagging indicators. Business performance indicators are usually measured in advance so that the outcome can be adjusted in the favor of the organization.

SaaS 8

SaaS Metrics Benchmark Upselling 8

ProProfs Blog

NOVEMBER 6, 2020

Ever wondered why people are born with two ears and one mouth? The reason is quite simple. In life, you’ll achieve more by listening than talking. . Even in the business world, listening to customers can be a great skill to understand customer needs, avoid crises, and foster meaningful customer relationships. . In this customer-oriented era, companies try their level best to gather customer feedback for improving the quality of their products and services.

Surveys 107

Surveys Feedback Sales Customer Support 107

Advertisement

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

Enghouse Interactive

NOVEMBER 6, 2020

This year, thanks to the coronavirus pandemic, Black Friday is likely to be very different. Obviously, the biggest change is that more than ever it will be an online event. While big box retailers such as Walmart in the US have said they will still be offering in-store promotions and discounts, they’ll also be pushing shoppers to buy online. In the UK, data from IMRG suggests demand for online shopping increased by 40-50% during lockdown and will rise by another 30% during the festive season.

Customer Service 40

Customer Service Self service Chatbots Interactive Voice Response 40

Totango

NOVEMBER 6, 2020

When SAP, one of the world’s largest enterprise software companies, went in search of a way to improve customer retention and expansion, they chose a data-driven customer engagement model. SAP, whose products play a role in 77% of the world’s transactional revenue, managed to implement a customer-centric approach across its vast network by identifying a series of key customer metrics and using them to trigger timely and effective engagements.

Customer centricity 48

Customer centricity Enterprise Customer retention Metrics 48