Myra Golden Media

SEPTEMBER 24, 2018

Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed. I should also mention that when I approached the employee, he was fully engaged with his cellphone. I felt like I interrupted him. Looking annoyed, he turned around and grabbed a cable off the shelf and handed it to me. It didn’t look like what I had before, so I asked, “Are you sure this is the cable for my laptop?

Customer Experience 204

Customer Experience Customer Service 204

Steve DiGioia

SEPTEMBER 24, 2018

does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world.

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Metrics Surveys Customer Experience Management 392

ShepHyken

SEPTEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service: Where We Are and Where We Are Going by Fara Haron. (CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center.

Customer Service 217

Customer Service B2B Contact Center Technology 217

Amity

SEPTEMBER 24, 2018

This article was originally published on Nicolas' LinkedIn. With Nicolas' permission, we are republishing and sharing it with our community. A few weeks ago, I published an article about my first 30 days in #customersuccess , where I presented my 4 key takeaways from my first month: 1. CS needs to be part of the total customer journey. 2. Document, document, document!

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Engineering Best practices Accountability Sales 83

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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.

Customer Experience Matters

SEPTEMBER 24, 2018

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

Customer Experience 79

Customer Experience 79

GetFeedback

SEPTEMBER 24, 2018

Customer experience has never been more important. The way people buy has changed, but unfortunately most businesses are still trying to sell things the old way. Not too long ago Google brought out the term ZMOT, which refers to the point in the buying process when the consumer learns about a product before the seller even knows about them. Thanks to the internet every customer now has a voice and a wider selection of choices.

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Surveys Advertising Marketing Analytics 68

Mindtouch

SEPTEMBER 24, 2018

Today’s customer expects the world. In exchange for their business, customers expect quick answers, speedy resolutions, and they never—ever—want to repeat themselves. Fail to deliver on that expectation and it could be curtains. Subpar customer service experiences drive customers away faster than you can say “Hello, how may I help you today.”. You’re Gonna Lose ‘Em!

Contact Center 73

Contact Center Call Center CRM Customer Support 73

Concentrix

SEPTEMBER 24, 2018

Concentrix Leads Again in Diversity and Inclusion Initiatives New York, NY – For the second year in a row, Concentrix received the Gold Stevie Great Employers. The post Gold Stevie for Great Employers Goes to Concentrix appeared first on Concentrix.

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AskNicely

SEPTEMBER 24, 2018

Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top Score in 4 Criteria. Portland, Ore., September 19, 2018 — Out of 123 vendors in the category, AskNicely has been identified as the top solution in the Fall 2018 G2 Crowd Enterprise Feedback Management Grid Report, receiving the highest scores for: customer satisfaction, likeliness to recommend, usability, relationship, and implementation, reinforcing AskNicely’s position as the world&

Enterprise 60

Enterprise Feedback Management Customer retention 60

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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

Surveys

kommunicate

SEPTEMBER 24, 2018

We all can agree on the fact that without customers there is no business. Businesses are always ready to go an extra mile to make customers happy. But, at times, some customers turn out to be worse and not worth the effort for your company. Here comes the point where you should think about firing […]. The post When and How to Fire a Customer? appeared first on Kommunicate Blog.

Customer Support 68

Customer Support 68

GetFeedback

SEPTEMBER 24, 2018

Consumers experience several moments of truth along the path to purchase. Here's a look at the top touchpoints and how you can improve them to drive sales.

Sales 60

Sales 60

Call Center Pros

SEPTEMBER 24, 2018

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement. Here are 15 critical tips for striving for the best. Take agents who enhance you… If the customer service is considered as the showcase, it is above all the agents who represent you.

Customer Service 61

Customer Service CRM Call Center Scripts 61

CallSource Insights

SEPTEMBER 24, 2018

Google is not the enemy to call tracking – you can use them together. Just as the digital world surpasses what we conceived imaginable as years and even days go by, so has call tracking. Although call tracking is widely seen as useful for offline marketing, some marketers have had differing opinions on whether or not to use call tracking numbers in their online ads as well.

Metrics 61

Metrics Marketing Management 61

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

GetFeedback

SEPTEMBER 24, 2018

Get more customers, decrease churn, and increase loyalty in a fraction of the time with a customer journey map. Introduction.

Journey mapping 60

Journey mapping 60

Totango

SEPTEMBER 24, 2018

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. . Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house.

Chief Customer Officer 50

Chief Customer Officer Customer centricity Best practices Enterprise 50

CX Advantage Walker

SEPTEMBER 24, 2018

The 6th Annual CX day celebration offers a good time to reflect on how our industry has and continues to evolve – and it is a reminder that we need to evolve with it. Some CX leaders are newer to the profession and are looking for practical advice on how to grow their skills and. Continue reading. The post We <del>Can Be</del> Are in Control of Our Destiny appeared first on CX Advantage.

Customer Experience 48

Customer Experience 48

VHT

SEPTEMBER 24, 2018

Callbacks have proven effective for lowering wait times, decreasing abandons and improving customer experience (CX) for many years. And callback continues to play a central role because even with a wide choice in contact channels, 41% of customers still prefer to talk to a person. Moreover, sophisticated platforms like VHT Callback and VHT Callback Cloud work in concert with evolving technologies, such as chatbots, omni-channel communications and data analytics, to create a seamless and satisfyi

Contact Center 48

Contact Center Technology Chatbots Wait times 48

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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

Concentrix

SEPTEMBER 24, 2018

The post The Power of Great Experiences appeared first on Concentrix.

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Quadient

SEPTEMBER 24, 2018

Is the insurance company you work for in the process of assembling a shortlist of potential Enterprise Content Management (ECM) and Customer Communications Management (CCM) solutions? . Read the recently published Novarica Market Navigator report which summarizes the requirements of insurers and the capabilities of the Quadient CCM offering, and you’ll appreciate why Quadient is the solution of choice for many insurance organizations.

Enterprise 40

Enterprise Marketing Management 40

Influitive

SEPTEMBER 24, 2018

For many companies, the fourth quarter is peak gift-giving season. It’s a perfect time to recognize customer advocates, employees, and partners who have successfully contributed to the business throughout the year. Picking a thoughtful gift is a great way to show your appreciation, and nurture these important relationships. In this blog, we’ll explain why corporate.

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B2B Marketing 40

CSM Magazine

SEPTEMBER 24, 2018

Life is full of distractions, ranging from social media, chitchat with friends, catching up with family among others. These distractions deter us from achieving our day-to-day goals and, in most cases, we end up being busy the whole day but hardly productive. Here are some productivity tools that can break this chain. By keeping you focused on small actionable objectives, you can accomplish the daily goals which translate into long-term goals.

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Management Time management Personalization 40

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

iQor

SEPTEMBER 24, 2018

Tap into connected health care’s newest trends and what you can do to keep customer satisfaction alive.

Customer Experience 40

Customer Experience Customer Service 40

PeopleMetrics

SEPTEMBER 24, 2018

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Market research was developed a century ago to measure the effectiveness of advertisements and products. Today it’s used in similar ways—to figure out competitive positioning, determine the optimal price for new products, or to decide on the most effective advertising strategies (to name a few).

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Marketing Advertising Feedback Consulting 226

Kristina Evey

SEPTEMBER 24, 2018

Tips on How to Celebrate Customer Service Week 2018. Customer Service Week 2018. Customer Service Week spans October 1 through 5 this year. If you haven’t thought about it yet, you still have some time to make your teams feel the love by putting a few things in place to celebrate the work they do with your customers. Listen here for the podcast on Customer Service Week ideas… .

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Customer Service Customer Experience Morale Feedback 63

Amity

SEPTEMBER 24, 2018

This article was originally published on Nicolas' LinkedIn. With Nicolas' permission, we are republishing and sharing it with our community. The first 30 days in a new job usually mark a milestone, and I couldn’t pass up the opportunity to share a few lessons from my first 30 at Upchain leading the #CustomerSuccess team. (Especially after spending over 12 years in a large organization!

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Journey mapping Engineering CRM Consulting 63

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

Journey mapping