Sat.Aug 07, 2021 - Fri.Aug 13, 2021

article thumbnail

The Difference Between Repeat Customers and Loyal Customers

ShepHyken

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .

article thumbnail

7 Digital Customer Experience Best Practices for Higher Satisfaction

Totango

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. We’ll include tips for leveraging technology to optimize the digital customer experience. 1.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

What makes Business Intelligence (BI) important?

Callminer

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation.

182
182
article thumbnail

Without Knowing It, People’s Impression of You Are Being Influenced. Here’s Why.

Beyond Philosophy

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. .

article thumbnail

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.

article thumbnail

5 Top Customer Service Articles of the Week 8-9-2021

ShepHyken

Each week I read many 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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. (Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended way

More Trending

article thumbnail

Introduction to Responsible AI: Unpacking the harms

Callminer

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation.

182
182
article thumbnail

Without You Knowing It, People’s Impression of You Are Being Influenced – Here’s Why

Beyond Philosophy

It all started with Apple’s Air Tags. As soon as I heard about them, I knew that they would be exceptional, and I had to have them. But why? I had a drawerful of other manufacturer’s products that did the same thing. What was so special about these? My answer is because these were from Apple, and the reason Apple is the answer is because of Halo Effects.

article thumbnail

Guest Post: How Can PR Crisis Management Shape Customer Experiences?

ShepHyken

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences. In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands t

article thumbnail

Managing Emotional Labor in the Contact Center

Contact Center Pipeline

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

article thumbnail

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!

article thumbnail

Changes in Attitudes…

Taylor Reach Group

By Colin Taylor. Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May 2020, only 15% of contact centers had active and existing remote or agents working from home.

article thumbnail

How to Develop a Customer Service Strategy for Your Contact Center

Fonolo

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care.

article thumbnail

Amazing Business Radio: Sharad Khandelwal

ShepHyken

Customer Insight. Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons.

article thumbnail

Executive Interview with ProcedureFlow

Contact Center Pipeline

I had the opportunity recently to meet with the team at ProcedureFlow to learn about who they are and what they do. In a nutshell, their mission is to make our contact center employees experts faster. They are passionate about making information not only easy to create and share, but also quick and simple to […].

article thumbnail

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

article thumbnail

How Customer Analytics Can “Up” Your CX Game

The Northridge Group

Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points.

Analytics 162
article thumbnail

How to Improve Call Center Agent Productivity

Fonolo

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry.

article thumbnail

Managing Social Media Customer Service: Strategies and Tips

Help Scout

Social media has been part of our online lives for a couple of decades now. That’s a long time when it comes to the internet, but relatively new as a form of human communication. Providing customer service over social media is much newer, tied closely to the growth of ecommerce and online business. There are no time-tested playbooks to fall back on because the environment changes so quickly.

article thumbnail

The Best Growth Opportunity in 2021: Outsourcing

Outsource Consultants

Why is 2021 the time for outsourcing? Because if you want to fly, you have to give up everything that weighs you down. No, I didn’t steal this from a locker room bulletin board, but the aphorism is still true. The most successful companies in history — and the most successful ones in 2021, for that matter — succeeded exponentially not because they did many things well, but because they did specific things great.

article thumbnail

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.

article thumbnail

The Ultimate Guide to In-App Messaging

HelpCrunch

Remember the days when people used pigeons to deliver a message? First, it was time-taking. Second, it was highly inconvenient. And third, poor birds. They had to carry wrappers tied to their small paws and [ … ]. The post The Ultimate Guide to In-App Messaging appeared first on HelpCrunch blog.

118
118
article thumbnail

Driving Software Adoption through Customer Success: 6 Ways to Improve Customer Engagement

Totango

Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations.

SaaS 118
article thumbnail

Choosing Call Recording Software: How to Pick the Best Technology for Your Team

aircall

Choosing call recording software is difficult, to say the least. There are tons of options available that vary greatly in cost, features, ease of use, and more. You’ll also have to decide if you need the most expensive one with all sorts of bells and whistles or if you can settle for an affordable one that’s more suited for basic call recordings. Whichever one you choose, it’s important to prioritize call recording software that helps you to improve the customer experience.

article thumbnail

Sales Team Coaching With Emotional And Social Intelligence

Integrity Solutions

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. On their own, these aren’t enough to bring out the best in their sales teams and help them achieve their full performance potential. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success.

Coaching 114
article thumbnail

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.

article thumbnail

July podcast roundup: Customer effort through an AI lens

Tethr

It’s the final countdown! July passed us by quickly, and with it came the last five episodes of our twelve-part podcast series, Customer Effort: Through an AI Lens. In this final month, we picked up the effort story with the next three pillars of effort reduction, and then explored some final dos and don’ts. If you’re ready to embark on your effort reduction journey, you won’t want to miss these last few episodes.

article thumbnail

The Many Faces of Guru (As Told By Our Customers)

Guru

What can Guru do for you? We’re a knowledge management tool first and foremost, but there’s a lot you can do when you have the power of knowledge at your fingertips.

article thumbnail

My Latest Podcast with Arkphire - Developing Trust with Remote Workers

Jon Arnold

From time to time, the folks at UK-based EM360 engage me to host a podcast and interview one of their sponsors. Aside from podcasts, I also contribute guest posts, and am listed in their Tech Index directory. This time around, I was in conversation with James Buchanan of Dublin-based Arkphire , talking about the challenges faced by their customers to manage remote workers.

article thumbnail

Five Reasons Why E-commerce Players Need Social Media Contact Center Software

Hodusoft

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Branding has long been used by businesses to drive emotional connection and brand recall in customers. However today, it has moved from invoking an emotion to reputation building. Customers interact with organizations both online and offline—they read reviews, vouch for experiences and join the dots with societal good that a business does.

article thumbnail

The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

article thumbnail

[Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program

ChurnZero

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? InSided VP of Customer Success Anika Zubair joined us to talk about the product categories and solutions that leading Customer Success professionals are embracing as they build out their digital-led programs.

article thumbnail

Multimodal User Experience Design Best Practices

Uniphore

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.

article thumbnail

VirtualPBX Softphone Updates August 2021

VirtualPBX

The latest and greatest is now available on the VirtualPBX Softphone for iOS, Android, Windows, and Mac users. Already the VirtualPBX employee favorite device, we’ve made a series of improvements to improve user experience. For those with automatic updates enabled, the below changes are already available to you. Need to download the newest version manually?