Toister Performance Solutions
SEPTEMBER 24, 2019
The Westin Portland was once quite a place. A long-term consulting project brought me to Portland, Oregon every week for several months. It was tough being away from home so often, but the hotel staff went out of their way to make me feel welcome. Ali would greet me by name at the entrance, using my first name rather than calling me Mr. Toister since I prefer a more informal greeting.
Totango
SEPTEMBER 24, 2019
Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey. . It’s important to keep that perspective in mind as you help customers progress through different teams—from sales to customer success and back again—and through different phases, such as onboarding, adoption, and renewal. Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand
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Customercount
SEPTEMBER 24, 2019
If you want meaningful and actionable survey data, then creating good survey questions is a craft you need to master. After all, a survey is only as good as the questions you ask. Continue reading → The post How to create good survey questions appeared first on CustomerCount.
TechSee
SEPTEMBER 24, 2019
Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester.
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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.
Monet Software
SEPTEMBER 24, 2019
You’re looking to improve the customer service being offered by your contact center and you are wondering where to focus your attention first. Which metrics should you be tracking? Which ones will have the most positive effect? While those answers do exist and are incredibly helpful, the best improvements are going to happen by taking a moment to put yourself in your customer’s shoes and to consider your call center’s performance from their perspective.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 24, 2019
Customer Understanding. The Link Between the Employee Experience and the Customer Experience. Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
Contact Center Pipeline
SEPTEMBER 24, 2019
Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for their superior lens technology and “purpose-built” design, are a favorite among watersports enthusiasts. Born out of necessity, the company’s first sunglasses were developed by a group of hardcore fishermen whose outdoors […].
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
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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
Convoso
SEPTEMBER 24, 2019
Is your outbound call center spending too much time qualifying leads?
Customer Contact Central Submitted Articles
SEPTEMBER 24, 2019
Keep your center competitive by implementing these 11 call center innovations.
Nicereply
SEPTEMBER 24, 2019
When people think about CEOs, they generally think about high-up decision makers with little insights or knowledge of what happens in the day-to-day work of most employees. That isn’t how it should be, though—in order for a CEO to best understand how to grow the company, they need to understand what happens each day. You can’t make successful decisions about how to change things without knowing what you are already doing and how it’s working for you.
GetFeedback
SEPTEMBER 24, 2019
If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. And now you’re asking yourself, is effortless really enough? . We’ve asked ourselves this question, and after much deliberation, we decided the answer is no. We’re not the only ones who think so—there’s much debate on whether low-effort is really the key to great customer experience.
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.
Chip Bell
SEPTEMBER 24, 2019
“Thank you for being my customers,” the clothing store manager said to a group of prospects who seemed to be loitering in his mall store. The uniqueness of his statement was that it was directed at three loud teenagers who seemed to be permanently attached to their phones. Out of earshot of the owner, one young man remarked to his buddies, that they should probably buy something since the owner was being so nice.
Upstream Works
SEPTEMBER 24, 2019
Today there is so much data available that most organizations don’t know what to do with it. There are more things to measure and even more ways to measure them. If it was possible to harness that data and to analyze it in a contextual way, imagine the potential impact on customer experience and on operational efficiency. . Let’s consider a customer using web chat to reach their widget provider.
GetFeedback
SEPTEMBER 24, 2019
A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). .
Fonolo
SEPTEMBER 24, 2019
From SMS to live chats, messaging is becoming an important part of different companies’ sales and customer service strategy. Many major brands have adopted some form of messaging to assist customers prior to, during, and even after a sale has been made. This powerful feature has the capability to help companies both drive sales and increase customer satisfaction. .
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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.
GetFeedback
SEPTEMBER 24, 2019
Learn how to earn executive support for your Voice of the Customer (VoC) program through these proven-to work strategies and tactics.
Connecting the Dots
SEPTEMBER 24, 2019
CCMC ~. I grew up a fan of the New York Jets. Not the best decision on my part – tying my loyalty to a team that (at least over the past 40 years) has not seemed to rise too far above mediocrity. Their ineptitude can clearly be illustrated by a string of their coaches – Richie Kotite, Bruce Coslet, Todd Bowles, Joe Walton – who never seemed to get their act together.
GetFeedback
SEPTEMBER 24, 2019
An infographic that explans why effortless experience is not all that matters when it comes to cultivating customer loyalty.
Connecting the Dots
SEPTEMBER 24, 2019
CCMC ~. I grew up a fan of the New York Jets. Not the best decision on my part – tying my loyalty to a team that (at least over the past 40 years) has not seemed to rise too far above mediocrity. Their ineptitude can clearly be illustrated by a string of their coaches – Richie Kotite, Bruce Coslet, Todd Bowles, Joe Walton – who never seemed to get their act together.
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!
Ann Michaels and Associates
SEPTEMBER 24, 2019
B2B Mystery Shopping To Improve Your Business. A bit more complicated than typical mystery shopping, but definitely beneficial. Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. Mystery shoppers are sent in to a business or retail location with specific tasks and questions to answer about their experience.
ConvergeOne
SEPTEMBER 24, 2019
What is a Connector? By definition, it is “a thing that links two or more things together.” In the telecommunications sector, that can mean a multitude of things. For the purposes of this blog post, I will be talking about ConvergeOne Advanced Services (C1AS) and the benefits of integrating Customer Relationship Management (CRM) platforms with Telephony platforms.
Education Services Group
SEPTEMBER 24, 2019
Gone are the days when B2B companies could survive just by sending sales people out to chase down new customers. In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. Retention and renewal have quickly become the new focal points for business growth, and in our view, Customer Success is the best way to fuel an effective renewal strategy.
CSM Magazine
SEPTEMBER 24, 2019
Poor performance and focus on social media damages trust and risks future revenues. Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. The 2019 Eptica Insurance Digital CX Study found that delivering good service is at the heart of winning and retaining customers, building long-term trust.
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
Jive
SEPTEMBER 24, 2019
These days, mobility isn’t just a corporate buzzword – it’s a business priority. In fact, mobile usage has increased by 600 percent. And in an age where technology can easily empower productivity and facilitate collaboration, there’s no reason why you should settle for substandard processes and systems that limit your team’s agility. But more than any other technology introduced in the last decade, none has made a bigger impact on business mobility than Hosted VoIP.
Nuance
SEPTEMBER 24, 2019
Last week my husband had shoulder surgery. We are very fortunate that he has a world-class surgeon and that we have good insurance. The operation cost over $55,000; however, our out of pocket was just under $1,000. My husband has been in a lot of pain and ready to get his shoulder repaired. While in […] The post At the End of the Day…it’s a privilege appeared first on What’s next.
Squelch
SEPTEMBER 24, 2019
The post A Pair of Wine Enthusiasts Turned Their Shared Passion for Burgundy into an Enterprise Software Startup-and They Just Got 8 Million in Funding For It appeared first on Squelch.
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