Mon.Jan 11, 2021

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Insights from a CX Expert: Anatomy of a Great Contact Center Experience

Cyara

High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business School and Bain & Company study revealed what is still one of the most quoted customer service insights: "In industry after industry… increasing customer retention rates by 5% increases profits by 25% to 95%," reported Harvard Business Review.

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Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

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5 Top Customer Service Articles For the Week of January 11, 2021

ShepHyken

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. How to Measure Your Customer Experience Maturity by Sharon Florentine. (CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions mig

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Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

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The 2023 Verint Experience Index: Retail

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

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23 customer service tips to provide great experiences

GetFeedback

Top tips to provide better service that’ll benefit your business and your customers.

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ASUGA Webinar: Working from a Distance: Thriving in Today’s Virtual and Hybrid Workplace

Aspect

Join us as we kick off the 2021 ASUGA Webinar Series. Each year, the ASUGA Board selects webinar topics with Aspect users ’ needs in mind. You’re not going to want to miss the first webinar in the 2021 series, Working from a Distance: Thriving in Today’s Virtual and Hybrid Workplace, Thursday, January 14 th at 12:00 PM EST. . Early last spring, workplaces across the globe faced sweeping changes in the way they worked and the way the y think about the workplace. .

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IdeasUnlimited Celebrates 10th Anniversary

IdeasUnlimited

Houston — Dec 20th, IdeasUnlimited celebrated its 10th anniversary with many of its workers from all over the world. IdeasUnlimited Founder & CEO, Shahzad Yaqoob (Nick) marked the occasion by thanking workers from all over the world including the United States; highlighting the many achievements IdeasUnlimited has accomplished over the last decade.

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inSided sees record 220% year-on-year growth as B2B demand for Customer Success Communities soars

inSided

[Amsterdam, Netherlands – January 12, 2021] In 2020, inSided, the Customer Success community platform , saw 220% year-on-year growth as more B2B companies wanted to leverage the power of community to facilitate customer self-service to increase retention and drive growth.

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IdeasUnlimited Celebrates 10th Anniversary

IdeasUnlimited

Houston — Dec 20th, IdeasUnlimited celebrated its 10th anniversary with many of its workers from all over the world. IdeasUnlimited Founder & CEO, Shahzad Yaqoob (Nick) marked the occasion by thanking workers from all over the world including the United States; highlighting the many achievements IdeasUnlimited has accomplished over the last decade.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Business stress and how to handle it

AnswerConnect

Business stress has spared no one, not even those rare people addicted to working. And when you value work-life balance, it’s not unusual to struggle with business stress. Maybe you’re. The post Business stress and how to handle it appeared first on AnswerConnect Blog.

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Overcoming 2021 Challenges For Your Contact Center

Spearline

The New Year has arrived, but with it comes new challenges. Setting goals early for your contact center is essential to help produce better results on every level, from management to customer. The road ahead may be difficult, and the fear of the unknown can be daunting for some, but it is vital to proactively set clear goals and objectives to start the new year fresh.

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Edify Labs Honored in the Built In 2021 Best Places To Work Awards

Edify

Contact: Liz Cahill for Edify Labs.

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Jan 11 – Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist (Work From Anywhere) Location: Melbourne, Victoria, Australia Organization: Snapforms As a Customer Success Specialist, you will build a strong rapport with customers and manage their relationships with Snapforms through the entire client journey, from a trial, sign up, and through to contract renewal. Be the customers’ go-to person!

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The Open CCaaS Advantage Report

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.

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How to Choose the Right Visual Assistance Platform for your Automotive Brand [Checklist]

TechSee

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members. Vehicle-related images and videos can be streamed to the OEM’s Customer Assistance Centers via a smartphone screen for quick comprehension or assistance with a wide range of automotive issues.

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The Importance of Cloud Phone SMS

aircall

If you’re not already familiar with it, cloud phone SMS, also known as texting using cloud phone numbers, is one of the more recent players in the business communications arena. Emails and phone calls will always have a proper place in sales and support operations, and cloud phone SMS is a nice complement to those communication channels. Cloud phone SMS is a valuable business tool because people have become more familiar with texting in recent years, and they like it!

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