Fri.Jul 31, 2020

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Guest Post: Combine Customer Service and Customer Experience to Grow Your Business

ShepHyken

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity.

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Reasons to Consider Managed Services for Cloud Contact Centers

Concentrix

Discover the many advantages of moving your contact center to the cloud and leveraging managed services. The post Reasons to Consider Managed Services for Cloud Contact Centers appeared first on Concentrix.

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5 Ways to Reduce Churn by Delivering a Consistent Customer Experience

ChurnZero

This is a guest blog post by Dhruv Mehta from Acquire. Truth be told, there’s a direct relationship between customer retention and higher profits. In fact, here’s the evidence that supports this claim: According to research by the Bain & Company, “A 5% increase in customer retention can increase profits by 25% to 95%.” Plus, “Businesses miss out on $1.6 trillion from losing customers to a competitor.” And finally, “Acquiring new customers costs 5 tim

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Top 5 Posts in July

Contact Center Pipeline

There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to top the list with topics covering on-hold options, work-from-home tips, customer care and proactive customer service. Also among the Top 5 was the first installment of a new blog series by […].

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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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4 Ways to Speed Up New SaaS User Onboarding

Totango

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.

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Proactive Stakeholder Engagement – Key Strategies During Covid-19 From Lucid and Totango

Totango

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success. Yesterday, Totango hosted our third CXO series event for Customer Success executives.

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How telemarketing services help support & grow your business

Quality Contact Solutions

By Jill Sysel-Barton, Reporting Specialist. Using telemarketing services can have a significant impact on productivity efficiency regardless of the industry. Today, let’s use these the following two scenarios. Start a Conversation. Scenario #1 : In a busy automotive service center, the technicians must answer the phone amid doing oil changes, performing brake checks, and other services as needed.

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How Wells Fargo turns disruption into an opportunity for reinvention

Hero Digital

In this episode, we talk to Jamie Moldafsky, Chief Marketing Officer at Wells Fargo. Moldafsky sheds lights on the changes in customer preferences and needs since the start of the pandemic, and how the company has responded. Listen in to hear Moldafsky’s three pieces of advice for achieving customer experience success, even in the midst of a global crisis.

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Using speech analytics to improve customer experience and boost cross-selling

LiveVox

At this point, cross-selling itself is well-documented as a no-brainer, being probably the simplest thing that a business can do to significantly increase revenue. Its strategic importance, particularly for financial institutions, has only grown in recent years. In simple terms, you have a wildly higher chance of converting existing customers when compared to new prospects […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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The New Way of Working in Contact Centers

Plantronics

In March 2020, we closed the doors of our Poly contact centers around the globe and sent staff home to ensure everyone’s safety as shelter in place orders went out worldwide. The atmosphere was surreal. Our personnel didn’t know how long they were going home or when they would be able to physically see their [ ] The post The New Way of Working in Contact Centers appeared first on Poly Blog.

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How telemarketing services can help grow your business

Quality Contact Solutions

By Jill Sysel-Barton, Reporting Specialist. Using telemarketing services can help grow your business and have a significant impact on productivity efficiency regardless of the industry. Today, let’s use these the following two scenarios. Scenario #1 : In a busy automotive service center, the technicians must answer the phone amid doing oil changes, performing brake checks, and other services as needed.

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How Wells Fargo turns disruption into an opportunity for reinvention

Hero Digital

In this episode, we talk to Jamie Moldafsky, Chief Marketing Officer at Wells Fargo. Moldafsky sheds lights on the changes in customer preferences and needs since the start of the pandemic, and how the company has responded. Listen in to hear Moldafsky’s three pieces of advice for achieving customer experience success, even in the midst of a global crisis.

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In the Race to Meet Shifting Customer Values, Tap Into The Simple Genius of the Kano Model

Skybridge

Customers everywhere are undergoing a dramatic (sometimes unconscious) recalibration of their brand expectations. For the brands who fail to measure, embrace, and adapt to these changes, the future may look very uncertain. If you doubt that, consider the many basic, everyday products and services that were so easily accessible, pre-COVID, that we took them for granted — that are now sought, hoarded, compared, rated, and prized as treasures.

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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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Update Google My Business – 5 Ways to Keep Customers Informed

VirtualPBX

Millions of consumers use Google My Business (GMB) every day to find products or services like yours. GMB is a valuable resource for communicating with current customers and turning prospects into new customers. You’re probably here because you want to grow your business using GMB. I worked on the Google+ Help Team years ago, so I can assure you that you’re in good hands.

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Guru the Gathering: Speaker Q&A

Guru

Guru the Gathering is Guru's user group program, where Guru admins and power users meet up to share ideas, tips, and resources for how to best leverage Guru to level up their teams and career. During our most recent event, we interviewed Brantley Merritt , a seasoned knowledge manager on the learning & development team at ServiceSource. ServiceSource is the leader in outsourced B2B growth solutions.

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Brand Move Roundup – July 31, 2020

C Space

The Brand Move Roundup – July 31, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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The New Way of Working in Contact Centers

Plantronics

In March 2020, we closed the doors of our Poly contact centers around the globe and sent staff home to ensure everyone’s safety as shelter in place orders went out worldwide. The atmosphere was surreal. Our personnel didn’t know how long they were going home or when they would be able to physically see their [ ] The post The New Way of Working in Contact Centers appeared first on Poly Blog.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Simplify Customer Service Policies With Advance Knowledge Management

Knowmax

Simplify Customer Service Policies With Advance Knowledge Management.

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Hurricane Isaias Updates - South Florida

iQor

Employee Safety is Our Top Priority.

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Voice of the Customer: The Importance of Feedback Surveys

CSM Magazine

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Helpware Leads at GoodFirms by Building Customized Groupsin Client Support and Back Office for Modern Firms

Helpware

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Jul 31 – Customer Success Jobs

SmartKarrot

Role: Enterprise Account Executive Location: Remote, US Organization: Talkdesk In this role, you will need to develop a comprehensive sales strategy and a sales plan that ensures consistent achievement of objectives over the short and long-term for your coverage model. Build and align with the Talkdesk sales Go-to-Market plan to develop and own accountability for the region’s market segmentation and targeted accounts.

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Helpware Leads at GoodFirms by Building Customized Groupsin Client Support and Back Office for Modern Firms

Helpware

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Customer Satisfaction vs Customer Delight

SmartKarrot

As a customer-facing brand in a highly competitive market, what gives you the cutting edge over others? What does it take for the customers to pick you over the competitions? How to ensure customer delight or how to improve customer satisfaction? Satisfying your prospects and creating a bond that is more than just a mere relationship demands you to delve deeper.

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What Is Customer Success and What It Is Not

SmartKarrot

Gone are the days when businesses used to run only for the success of their own. Now the customers have become an integral part of your ecosystem. Your success would not be prolonged if the whole ecosystem around you is not growing. It’s the collective growth that drives a business of today’s world. Your customer’s business has to grow along with yours for you to keep doing business with them.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.