Knowmax

JULY 9, 2020

Why Content Management is good, but Knowledge Management is great.

Management 97

Management 97

Grade.us

JULY 9, 2020

Reading Time: 10 minutes. If you’re a business owner, you will undoubtedly understand the importance of customer reviews. Reviews tell other prospective customers what they can expect from your business – good or bad. It’s no exaggeration to say that reviews can make or break a business. But did you know that reviews can also be an important piece of your search engine optimization (SEO) toolkit?

How To 29

How To Effort Score Social Media Customers 29

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

Groups 162

Groups Customers Consulting Examples 162

Steve DiGioia

JULY 9, 2020

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important? Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job.

Tips 147

Tips Guest Experience Advertising Policies 147

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Optimove

JULY 9, 2020

Let’s face it, no matter how convinced you are of control groups’ value ; you will always want to minimize their size. It’s an instinct, plus you probably have an old school manager somewhere using the same tired “control groups leave money on the table” phrase. However, if you use control groups as part of daily or weekly recurring campaigns, manually reducing the sizes is impossible.

Groups 98

Groups Measurement Data System 98

Hero Digital

JULY 9, 2020

In this episode we talk with Rhona Bradshaw, SVP Consumer Experience Transformation at Comcast Xfinity. She shares an insider view into Comcast’s efforts to transform the customer experience and meet consumers’ evolving needs — even in the middle of a global pandemic. Bradshaw talks about new digital consumer behaviors that are leading them to develop new products and services that deliver ease of use and value in a highly competitive industry.

Customer Experience 84

Customer Experience Consumers Innovation Customers 84

Interactions

JULY 9, 2020

Automated customer service has been identified as the number one use case for AI-enabled digital transformation by leading analysts like Tractica and IDC. More and more businesses are turning to Conversational AI applications, such as virtual assistants, that automate tasks while also bringing benefits like improved customer satisfaction, decreased costs, and increased revenue. .

Contact Center 71

Contact Center eBook Training Communication 71

SurveySparrow

JULY 9, 2020

We are in 2020, and you already know what hashtag is. What you don’t know is how to use hashtags properly to promote your brand, business, and boost engagement for each social media post. Hashtags started as a feature on twitter; they aren’t just a trend anymore. Nailing the use of hashtags opens a gate for you to engage with your audience and to have high social authority.

Social Media 75

Social Media How To Trends Groups 75

Survicate

JULY 9, 2020

The post See latest NPS scores and other survey responses in Intercom Inbox appeared first on Survicate.

NPS 95

NPS Survey 95

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Centercode

JULY 9, 2020

Picture this: you’re in a meeting about an upcoming product release that will launch in a couple of months. The product is almost feature-complete, which means it’s just about ready for beta testing. Someone — maybe it’s your boss or someone from a different department — starts talking about recruitment. “This product has a lot of features,” they say. “Let’s get 200 people to test this and give feedback.” 200?

Effort Score 69

Effort Score Feedback Connections Course 69

Oracle

JULY 9, 2020

Even during periods of uncertainty, it’s still important to connect with your customers and work on relationship building. According to a 4A’s Research study from March, nearly 85% of consumers want to hear from brands at this time. In a recent On the Fly video , Customer Service and Customer Experience Expert Shep Hyken highlights three ways to help connect and build relationships with your customers while creating a better CX.

Tips 67

Tips How To Video Course 67

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? You know the one: leads. They obsess over building perfect websites, landing pages, forms, content, and call-to-actions to have a modicum of chance to catch a prospect’s eye and attract their interest. Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball.

Strategy 64

Strategy Marketing Case Study Effort Score 64

PK

JULY 9, 2020

Providing the right content at the right moment helps patients and inspires a long-lasting, trusted connection with your organization. As a patient, when we turn to a healthcare provider’s website, […]. The post 4 questions that help define effective healthcare content appeared first on PK.

Healthcare 64

Healthcare Connections Strategy Marketing 64

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

inmoment

JULY 9, 2020

The Coronavirus pandemic has left no aspect of customer experience (CX) programs unchanged, especially compensation practices tied to CX results. COVID-19 has brought about uncertainty, but it also presents a unique opportunity to reevaluate—and redesign—CX-based compensation practices that companies have long held sacred. Let’s discuss how these practices are doing in the current age and how they might fare better during and after this pandemic.

Measurement 59

Measurement How To Metrics B2B 59

Gainsight

JULY 9, 2020

Today, I had the pleasure of listening to a recent client event hosted by one of my favorite athletes, Joe Theismann. Now, I am a west coast girl who loves college basketball, bleeds red and blue, and is true to my beloved Arizona Wildcats. But I am also a Phoenician and always support the Arizona Cardinals, especially the amazing Larry Fitzgerald. A true class act.

Leadership 59

Leadership e-support Chief Customer Officer Customer Success 59

NetBase

JULY 9, 2020

KPop performers are influencing Zoomers (Gen Z) as well as other demographics in unanticipated ways. The level of intensity they create rivals that of the Beatles, with fans swooning virtually as well as in person, generating seismic shifts in brand awareness for those lucky enough to take advantage of this trend. Here’s why you should consider joining in!

Apparel 56

Apparel Fashion Social Media Multi-Channel 56

NobelBiz

JULY 9, 2020

In the previous two parts of this three-part article, we went on a long analysis of how the business world in general and the contact center world, in particular, have been impacted by the concurrent crises that have “plagued” 2020. Specifically, we zoomed in on consumer sentiment and psychology in a post-Pandemic world, and the gist of that is everything will be vastly different moving forward.

Contact Center 52

Contact Center How To Omni-Channel Call Center 52

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Centercode

JULY 9, 2020

Picture this: you’re in a meeting about an upcoming product release that will launch in a couple of months. The product is almost feature-complete, which means it’s just about ready for beta testing. Someone — maybe it’s your boss or someone from a different department — starts talking about recruitment.

Meeting 52

Meeting 52

Hero Digital

JULY 9, 2020

In this episode we talk with Rhona Bradshaw, SVP Consumer Experience Transformation at Comcast Xfinity. She shares an insider view into Comcast’s efforts to transform the customer experience and meet consumers’ evolving needs — even in the middle of a global pandemic. Bradshaw talks about new digital consumer behaviors that are leading them to develop new products and services that deliver ease of use and value in a highly competitive industry.

Customer Experience 52

Customer Experience Consumers Innovation Customers 52

Maru Group

JULY 9, 2020

On episode 4 of our Pet Care Podcast, Erica Ruyle and I explore the world of emerging sectors and spending opportunities in pet care, as well as the emotions and drivers around splurging on treats, toys, and other pet items beyond daily food. Shoppers clearly have a different mentality around treats and one time purchases compared to daily food purchases.

Healthcare 52

Healthcare Innovation Connections Trends 52

Myra Golden

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

Contact Center 52

Contact Center Consulting Course Customer Service 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Bold360

JULY 9, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions. For a long time, these smaller players lagged far behind their national and international competitors when it came to implementing the latest gizmos and ideas.

Customer Engagement 52

Customer Engagement Engagement Chatbots Banking 52

CSM Magazine

JULY 9, 2020

We are just two weeks away from our next free customer service webinar: The Customer Service Leader of the Future: Identify the Strategies You Need to Stay Ahead of the Game. There is still time to secure your place today! It has never been more important to understand that customer expectations are rising and must be met head on by providing truly exceptional customer experience.

Customer Service 52

Customer Service Omni-Channel Innovation Customers 52

Martin Hill-Wilson

JULY 9, 2020

Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up businesses and individuals. At the time of writing, the UK still has a fifth of the workforce on furlough which is due to wind down in October. However, just 20% of employers report they will be able to resume full financial commitment.

Government 52

Government Financial Report Management 52

NobelBiz

JULY 9, 2020

Exploring how to stay productive as a business and as a contact center after the Pandemic. The answer is elevating your customer experiences and investing in, rather than slashing the budgets of, your CX. It's time to get productive! The post Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 3 appeared first on NobelBiz®.

Contact Center 52

Contact Center How To Customer Experience Customers 52

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Maru Group

JULY 9, 2020

On episode 4 of our Pet Care Podcast, Erica Ruyle and I explore the world of emerging sectors and spending opportunities in pet care, as well as the emotions and drivers around splurging on treats, toys, and other pet items beyond daily food. Shoppers clearly have a different mentality around treats and one time purchases compared to daily food purchases.

Healthcare 52

Healthcare Innovation Connections Trends 52

Lithium

JULY 9, 2020

Our new normal as marketers is evolving every day. With everything going on across the globe right now, it’s important to take a step back and understand not just the trends we see on social media, but also the forces driving them. In order to help inform your strategy during these unprecedented times, Khoros decided to bring back the Smart Social Report.

Report 52

Report Social Media Trends Analysis 52

Ann Michaels and Associates

JULY 9, 2020

Customer service adjustments. During the last several months we have all had to make a lot of changes to our lives. We all have our own personal story on hardships as well as new opportunities. Working from home for the first time. Working while trying to home school kids for the first time ever. Getting accustomed to wearing a mask for the first time.

Customer Service 52

Customer Service Poor Customer Service Customers Retail 52

SmartKarrot

JULY 9, 2020

Source. As a growing SaaS business, acquiring new customers is no doubt your first priority. Only on the basis of that can you grow your revenue. But it all goes to vain if you are not able to seal revenue churn in your organization. Revenue churn is the amount of revenue lost in a given time. Your organization might be growing rapidly in acquiring new customers and gaining revenue.

Social Media 10

Social Media Engagement Travel Customer Success 10