Fri.Dec 17, 2021

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How to Improve Your Customer Expansion Management Strategy

ChurnZero

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. They enable businesses to provide more value to their existing customers and bring in additional revenue as a result. . Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than eve

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Guest Post: How to Make the Most of Another Unprecedented Holiday Season

ShepHyken

This week we feature an article by Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He writes about how SMBs can make the most of the holiday season by investing in proper protection. When the leftover turkey has been stowed away in the fridge and the football game has wrapped up, consumers will turn their focus to their holiday spending.

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Quotidian Customer Service Scripts to Ease Your Workflow

HelpCrunch

How many times have you asked yourself: “Gosh, can’t I just be Bruce Almighty and handle all customers’ requests faster, no fuss, no muss?” Been there, done that. Being snowed under with queries, one should [ … ]. The post Quotidian Customer Service Scripts to Ease Your Workflow appeared first on HelpCrunch blog.

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Transparent BPO Appoints Dean Birtwell to Vice President, Business Development

Transparent BPO

Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec. 17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer. In his new role, Birtwell will focus on expanding the […].

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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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Fast Food vs. Fine Dining in Customer Service

Help Scout

What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?

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Angie Kronlage Makes Client Success Her Calling

Working Solutions

In her first 13 years with Working Solutions, Angie Kronlage witnessed the company grow exponentially. She also has seen it retain the unique character of specialized customer service, which differentiates it from every other business in the virtual contact center industry. Angie, who lives in Dyersville, Iowa, just outside of Dubuque, said in the beginning, […].

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ChurnZero Establishes New European Headquarters to Support Global Growth

ChurnZero

Customer Success software provider, ChurnZero, announces plans to open a new office in the Netherlands to support global expansion efforts in 2022. ChurnZero, a leading Customer Success platform, today announced that it is establishing and investing in a new office in Amsterdam to help accelerate its global growth. The new office will support existing international clients, while also serving as a primary office for business development throughout Europe.

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Do Not Disturb: Holiday Edition

VirtualPBX

Staying put in the holiday break zone is sometimes easier said than done, switching modes from working at home or office to preparing for family arrivals and shopping excursions. Everyone needs the ability to unplug from work at a moment’s notice. But to do that successfully, you need to ensure all your communications and “away” messages are set for customers and teammates alike.

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Why the New Year Is the Best Time to Rethink Your Hiring Strategy

aircall

From best practices to collecting feedback and from writing job descriptions and creating internal recruitment processes, the holiday season gives HR professionals time to reflect. This year, the U.S. saw a record number of job postings , making the job market more competitive than ever. This means employers have had to rethink how they approach their hiring strategy. .

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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The Most Important Question Managers Aren’t Asking

Contact Center Geek

“Is this the job we sold you on?” How much time does it take you to recruit, hire, and train a new team member? How much does it cost your organization? What is the impact if a new team member leaves your organization shortly after being trained, or even before their training is complete? Of course, there is a negative impact when someone leaves soon after being hired, so it makes sense to reduce the risk of that happening.

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Tips To Enhance Real-Time Customer Support

OctopusTech

It’s a fact that outstanding customer support plays a vital role in driving businesses ahead. But with nearly every firm having dedicated customer support departments in-house, the field is pretty common. So, it is where real-time customer support helps you to stand out of crowd. Real-time customer service permits you to assist your clients in real-time.

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Quarterly Release Notes, December 2021: Targeted Messages, Properties Visibility, and More!

Help Scout

Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.

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How to build a chatbot for PrestaShop

kommunicate

Last Updated on December 17, 2021 What is PrestaShop? PrestaShop is a free, open-source, e-commerce solution that equips you with all the features you need to build an online store and scale your business. It is used by more than 300,000 shops worldwide and is available in 65 different languages. PrestaShop is fairly easy to [.]. The post How to build a chatbot for PrestaShop appeared first on Kommunicate Blog.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Why Your 2022 Human Resources Plan Needs to Include Mental Health

COPC

The mental health impact of COVID-19 cannot be underestimated. During the initial phase of the pandemic, mental health concerns became evident, and they continue to have long-term implications. Many organizations were focused on their employees’ mental health prior to the pandemic, but these unique and lingering concerns are causing employers to rethink their approach to employee engagement and care.

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Avaya ENGAGE Takeaways - Experience Builders, MPC and Composable Enterprises

Jon Arnold

Sure has been a while since going to a vendor event in-person. Nothing is in balance these days - I’ve passed on attending other in-person events recently, while others have changed course, switching back from in-person to virtual. So, there’s still plenty of events going on, and this week I attended one in-person - but given the latest pandemic twist with Omicron, it may be a while til I travel again.

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How Can Payers Improve Member Experience and Efficiency at the Same Time?

Uniphore

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. This means that the more than 900 payers 1 in the current U.S. healthcare market must continue to transform how they interact with consumers if they want t

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Bringing some new terms to Government CX

Quadient

Bringing some new terms to Government CX. Andrea Haughton. Fri, 12/17/2021 - 15:35. There are fascinating changes in the way the U.S. government is looking at customer experience. Even if you work for a state and local agency, your customers’ expectations will be impacted by these changes at the federal level. This increased attention comes from the Executive Order (E.O.) issued on December 13, 2021 “ Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Tru

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Customer Contact Week 2022

Uniphore

Where. The Star Gold Coast. When. Feb 24th & 25th 2022. Who. Ravi Saraogi Co-founder and President APAC. Join Uniphore at the Customer Contact Week event on the Gold Coast this February! Where? The 2022 CCW will be hosted at The Star located at 1 Casino Dr. Broadbeach QLD 4218 Australia. Booking information and discounts can be viewed on the CCW website.

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Buyer Journey vs Customer Lifecycle: a Comprehensive Guide

CustomerSuccessBox

Marketing phrases get confusing pretty quickly. It’s not just the abundance of three- and four-letter acronyms that muddies the waters. It is also a lot of seemingly similar terms. In common usage, these buzzwords and phrases are interchangeable. Technically, however, most of them have different and nuanced meanings. And the “buyer journey” and the “customer lifecycle” are two main examples.

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Gain Deeper Insights into Company Data with Enterprise Search

CSM Magazine

Many modern businesses rely on third-party tools and services as part of their work operations. This could include using CRM software for customer management, accounting software for business finances, and specialised SaaS solutions for various business purposes. This can result in company data being spread out across multiple systems, all too often resulting in company’s having very fragmented data.

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Conversational Automation: 5 Do’s and Don’ts for BPO Leaders

Uniphore

Set your organization up for success with these best practices for automation implementation. More outsourced service providers are turning to technology to stay competitive in an increasingly digital world. At the top of the list for those planning or undergoing “digital transformation” is Conversational Automation. And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satis

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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The Benefits of Using IVR Software

LiveVox

The post The Benefits of Using IVR Software appeared first on Livevox.

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Cold Calling Tips:7 Ways to improve your old Calling Approach

Dialer 360

Cold calling feels daunting but it’s necessary. You are not alone that felt overwhelmed with cold calling. This is the method that requires too much effort as well as it is too stressful. If you consider cold calling as the way of phoning random people that are not interested in your products then you are right. Research shows that many companies are amazed that this method is still working well.

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The importance of effective service strategy

Brad Cleveland Blog

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that. This video, from my LinkedIn Learning course “Customer Service Strategy,” discusses three key reasons why a customer service strategy is so … The post The importance of effective service strategy first appeared on Brad Cleveland.

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Cold Calling Tips:7 Ways to improve your old Calling Approach

Dialer 360

Cold calling feels daunting but it’s necessary. You are not alone that felt overwhelmed with cold calling. This is the method that requires too much effort as well as it is too stressful. If you consider cold calling as the way of phoning random people that are not interested in your products then you are right. Research shows that many companies are amazed that this method is still working well.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Dec 17 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Salt Lake City Metropolitan Area, US (On-site) Organization: IsoTalent As a Director of Customer Success, you will develop and utilize an effective framework for measuring customer success, to monitor and proactively respond to customer needs. Identify and implement steps to retain and delight customers, to ensure contract renewal and expansion.

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15+ Best Mobile In-App Feedback Tools

ProProfs Blog

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. It helps determine what are the best and worst features of their products, and where they should direct their business efforts. . In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience.

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Everything You Want to Know About Transparent and Explainable AI

SmartKarrot

With time, artificial intelligence is becoming an increasing part of our lives. From image and facial recognitions to hyper-personalized applications, it is becoming crucial to trust these AI-based systems in decision-making. . The future of artificial intelligence seems to be in an efficient collaboration that requires communication, understanding, transparency, and trust.

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