ShepHyken
MARCH 19, 2021
This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles.
Totango
MARCH 19, 2021
The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.
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Influitive
MARCH 19, 2021
When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool! (tells me about doing improv in college/show they’ve seen/friend who performs) But by far the most common response I get is: “You make up everything on […]. The post How Improv Comedy Has Made Me a Better Community Manager appeared first on Influitive.
Noble Systems
MARCH 19, 2021
The demands on small and mid-size business (SMB) teams are different from those at larger organizations. From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. The strategies that big enterprises use aren’t always the right fit for smaller companies. And they definitely don’t have the big pocketbooks – so their solutions must be cost-effective and generate added value.
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AnswerConnect
MARCH 19, 2021
It is said that if a person has a positive experience with a brand, they’ll tell one friend, but if they have a bad experience, they’ll tell three. And the first. The post How to improve call handling skills appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Eptica
MARCH 19, 2021
Date: Friday, March 19, 2021 Author: Guest Author: Dr Nicola J. Millard Understanding the impact of the pandemic on customer experience. Published on: March 19, 2021. Author: Guest Author: Dr Nicola J. Millard COVID-19 has changed customer needs and expectations – how can companies ensure they are delivering the right levels of service moving forward?
Enghouse Interactive
MARCH 19, 2021
By Dr Nicola J. Millard, Principal Innovation Partner at BT. “The times they are a changing”… according to Bob Dylan anyway. It is fair to say that the past year has been an odd one. We’ve been socialising over video rather than down at the pub, our living room has become our office, and we’ve been increasingly shopping online because physical stores have been shut.
Jon Arnold
MARCH 19, 2021
Been pretty busy lately with BCStrategies , where I’ve been a BC Expert for a long time. This is my third post this week regarding new content that I’ve been part of there, and if you haven’t visited the site lately, there’s lots of great content to explore. This time around, it’s our latest podcast, where Kevin Kieller led a discussion to take in our thoughts about the recent Microsoft Ignite event.
Education Services Group
MARCH 19, 2021
Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. What a beautiful world that would be! But we live in reality, where time and resources are not, in fact, unlimited, and there isn’t always bandwidth for CSMs to provide individualized attention to each and every one, let alone the proactive engagement that ma
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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
CSM Magazine
MARCH 19, 2021
If you own a business, you probably have a novelty item or two that you use to promote the company. You may handout key chains or pens at community events or give away water bottles with your company name on them so that no one forgets you. Using a little free merch to promote your company is a great idea, but it shouldn’t stop with your customers. Your employees should also be given team T-shirts , mugs, and totes with the company name on them.
Hodusoft
MARCH 19, 2021
A dialer for the call center is an application or system that automates the entire process of outbound and inbound calls. The system automatically dials the phone numbers based on the predefined list of contacts on behalf of the call center agents. As soon as the call is answered, the system either transfers the call to the available agent or connects it to IVR.
CSM Magazine
MARCH 19, 2021
IRI , a global leader in innovative solutions and services for consumer, retail and media companies, today announced that it has acquired Intelligent Shopper Solutions (ISS). ISS is a leading retail consumer insight provider that enables collaboration between retailers and suppliers, from Kognitiv Corporation. As part of the transaction, IRI also entered a partnership agreement with Kognitiv, a B2B technology organisation headquartered in Waterloo, Canada, which is a world leader in collaborati
Enghouse Interactive
MARCH 19, 2021
By Dr Nicola J. Millard, Principal Innovation Partner at BT. “The times they are a changing”… according to Bob Dylan anyway. It is fair to say that the past year has been an odd one. We’ve been socialising over video rather than down at the pub, our living room has become our office, and we’ve been increasingly shopping online because physical stores have been shut.
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.
SmartKarrot
MARCH 19, 2021
Role: Director of Customer Success Location: Salt Lake City, UT, US Organization: SmithRx As a Director of Customer Success, you will lead the Customer Success and Implementation teams. You will be accountable for customer satisfaction and retention of book of business. Build trusting relationships with client leadership. Manage client relationships ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved.
aircall
MARCH 19, 2021
Our world is driven by data. By 2025, global data is projected to grow to 175 zettabytes. What happens to all this data? For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Data can also be used to analyze or guide decision-making and future activities. These can include things like streamlining internal processes to making financial decisions.
SmartKarrot
MARCH 19, 2021
Many times, companies do not understand why they fail to meet customer needs. A huge reason is a Product-Market Fit. When people fail to realise the need correctly in the market or fail to fix a product goal, it is where there is no cohesion between markets and products. Product-market fit is when your product fits your customers like a glove, and they become your salespeople.
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