ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. We want the customer to feel a sense of ownership in the relationship they have with us. That’s what your loyalty program should do. – Shep Hyken. Back when E-commerce was really growing, it was little surprise to learn when our favorite retailers opened for business online.

Customer centricity 184

Customer centricity Customer retention Technology Personalization 184

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! Each day brings new challenges to overcome, new technology to learn, and new innovations to set you apart from your competitor. The call center of old, is vastly different than today's contact center. These changes provide opportunity for staff to learn new skills, grow, and advance.

Contact Center 100

Contact Center Education Call Center Government 100

Influitive

OCTOBER 13, 2017

In the new business-to-human (B2H) era of marketing, user-generated content (UGC) allows B2B companies to produce word-of-mouth marketing at scale. Your customers can now have a personal conversation with prospects using language that speaks directly to their real-world use cases of your products and services. And with consumers trusting product reviews 12 times more than traditional.

B2B 65

B2B Marketing Personalization Customer advocacy 65

Topdown

OCTOBER 13, 2017

We first wrote about what the term “digital first” means in customer communications management (CCM) last year, but we wanted to revisit the idea because the digital customer experience landscape is changing. Read on to find out what it means to manage customer engagement across all of your customer journeys, channels and touchpoints.

Customer Experience 59

Customer Experience Management 59

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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.

SharpenCX

OCTOBER 13, 2017

Learn how some of the best contact centers are finding success with training programs for their contact center agents agents. [.]. Read More. The post What We Learned From 3 Contact Centers That Excel In Agent Training appeared first on Sharpen Contact Center Software.

Contact Center 52

Contact Center Contact center software call center software Call Center 52

Nexmo

OCTOBER 13, 2017

Building a text or voice bot that can be deployed across all the major bot platforms is not unlike trying to build a mobile app for iOS and Android a decade ago. I spoke with Opearlo Co-Founder / CTO Oscar Merry and Microsoft Technical Evangelist Martin Beeby about how developers should approach cross-platform bot development […]. The post Bots and AI: The Promise and Challenge of Cross-platform Bot Development appeared first on Nexmo.

Chatbots 48

Chatbots 48

Clarabridge

OCTOBER 13, 2017

Closing the Loop, or just checking the box – Are you truly engaging your customers? We’ve all learned how important customer satisfaction is. Highly engaged customers buy more, promote more, and demonstrate more loyalty. In fact, Bain found engaging with customers can result in 40% more revenue per person. Engaging with customers – or closing the loop – is a critical component to building strong customer satisfaction and driving up customer satisfaction metrics and NPS scores.

Surveys 45

Surveys Feedback Metrics Analytics 45

AnswerConnect

OCTOBER 13, 2017

Our remote virtual receptionists are at the heart of what we do, answering calls for our clients around the clock. Continue Reading → The post Remote Virtual Receptionists: Betty, Eli, and Michelle appeared first on AnswerConnect Blog.

Answering services 40

Answering services 40

CSM Practice

OCTOBER 13, 2017

Uncovering the customer’s role in success. If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client.

Accountability 40

Accountability Education Management Personalization 40

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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

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Stafford Communications

OCTOBER 13, 2017

The post Stafford to add 30 jobs at its Canadian contact center. appeared first on Stafford Communications Group.

Contact Center 40

Contact Center 40

Verint

OCTOBER 13, 2017

As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication maze just to get something done. Using behavior analytics, the fraudsters can be separated from the legitimate callers—even if the bad guys have all of the data required to authenticate.

Contact Center 25

Contact Center Analytics Customer Experience Interactive Voice Response 25

Lumoa

OCTOBER 13, 2017

Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. In reality, if a customer perceives your brand in a different manner compared to you, that would be your true customer experience. You could use millions of different methods to improve customer experience - from service design to detailed research and questionnaires.

Customer Experience 109

Customer Experience Advertising Airlines Feedback 109

LiveChat

OCTOBER 13, 2017

We hear so much about customer experience, that I was afraid writing about it would be too obvious. Just like telling you that Black Friday is coming closer and you need to get ready. As I dig deeper into the subject, I realized, we know customer experience is important and that it basically means we need to be nice to customers, but there’s a whole strategy behind it.

Customer Experience 57

Customer Experience Management Feedback Banking 57

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

Branch Mesenger

OCTOBER 13, 2017

This article is the continuation of a conversation that I started with the blog post depicting the value of BIM for Concrete and continued with from 2D to 3D with rebar detailing. If you’ll remember, I’ve described what I see as four main benefits for a BIM-centric approach to concrete: Combines the versatility of 2D documentation with the higher level of fidelity and accuracy of 3D modeling of steel reinforcement and concrete accessories, with minimal effort to produce both.

Construction 79

Construction Technology 79