ShepHyken

AUGUST 28, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He writes about the advantages of contactless transactions for both employees and retailers during the pandemic and beyond. The COVID-19 pandemic has introduced us all to the new world that is still adjusting to strict social distancing regulations and lockdown and quarantine periods.

Retail 120

Retail Customer Experience Technology Consumers 120

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I’ve also spoken to gurus, authors, and evangelists about the ways in which leaders can continue to guide their teams through the pandemic as customer behaviors continue t

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Storyminers

AUGUST 28, 2020

Minimum Viable Product (MVP) is a popular term that speeds software products and other services through the design process. The concept’s essence is to release early so that potential users can participate in design through their early feedback. The more learning cycles of the development team and prospects go through together, the better the product, the better-tuned the features, and the faster the development.

Measurement 240

Measurement Study Software Training 240

NICE inContact

AUGUST 28, 2020

When COVID-19 first necessitated a work from anywhere approach, most contact centres were concerned with the basics: connecting remote contact centre agents to essential systems; redirecting customers to digital channels to lighten the load on contact centre agents; and trying to deliver a consistent experience under the circumstances.

Management 156

Management System Connections Customer Experience 156

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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

Tricia Morris

AUGUST 28, 2020

Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to digital transformation initiatives. But doing nothing today is only driving costs even higher – to the tune of millions of dollars – as disconnected agents spend their time trying to get […].

Contact Center 143

Contact Center Company Technology Customer Experience 143

BirdEye

AUGUST 28, 2020

“One thing I love about customers is that they are divinely discontent. Their expectations are never static- they go up. It’s human nature.”- Jeff Bezos. No matter how hard your team works to exceed customer expectations, the job is never done. It’s a constant work in progress. In this guide, we’ll discuss the 5 different types of customer expectations and how managers can put the right processes in place to ensure that they are constantly staying ahead of them.

Customer Expectations 98

Customer Expectations Omni-Channel Automotive Culture 98

Talkdesk

AUGUST 28, 2020

The beginning of my story is no different than so many others. Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule. The path was not easy for an ambitious and curious person such as myself.

Leadership 122

Leadership Customer Experience Call Center Culture 122

BirdEye

AUGUST 28, 2020

We’re proud to announce that BirdEye has been named the #1 market leader in the Live Chat category by FeaturedCustomers, above competitors like Drift and Intercom. This award comes less than two months after BirdEye was named the #1 company in online reputation by G2 for the tenth consecutive time and just a few weeks after BirdEye was named to the Inc. 5000 list of fastest-growing private companies.

Marketing 98

Marketing Chatbots Social Media Connections 98

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. No matter how quickly your team adapted to this ‘ new normal ’, however, you’re more than likely dealing with unforeseen customer churn.

Customer relationships 95

Customer relationships Software Customer Journeys Customer Success 95

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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.

Communication

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time to value (TTV) to ensure customers see the benefits of your product as soon as possible.

Customer Success 71

Customer Success Software Customer Centricity Customers 71

BirdEye

AUGUST 28, 2020

Issues that look glaringly obvious to a customer are often invisible to employees. The best businesses are able to find and solve these issues quickly. Their secret: customer feedback. In this guide, we’ll explore the following: Why customer feedback is so crucial How you can get started with a winning customer feedback process How you can identify and fix operations issues. 3 reasons why customer feedback is your competitive advantage.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

Oracle

AUGUST 28, 2020

Often Imitated , a new CX podcast, will examine history’s most unique experiences and how these moments in time can teach us lessons about modern customer experiences. From Woodstock in 1969 to the creation of the first light bulb by Edison, the podcast will examine key historic experiences that “have been often intimidated but never duplicated.” What does it take to create truly remarkable experiences?

Social Media 76

Social Media Customer Experience Marketing Customers 76

Happy or Not

AUGUST 28, 2020

HappyOrNot has chosen HEXIS Graphics’ PUREZONE® adhesive film coating, which has passed the ISO standard for efficiency against coronaviruses, for its world-famous feedback management terminals HappyOrNot (www.happy-or-not.com), the world’s […]. The post HappyOrNot Feedback Terminals To Be Coated In Scientifically Proven Anti-COVID Protective Film appeared first on HappyOrNot.

Feedback 74

Feedback Management 74

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Tips

SaleMove

AUGUST 28, 2020

What typically happens when a new prospective customer lands on your website? Attracting visitors on your web properties is only half the battle, but what happens next can make or break a relationship. Recent events have vastly accelerated digital banking projects and one observation from traditional banks and credit unions has been that even if the basics, like opening an account online, are in place – often , it still requires an in-person visit to a branch or picking up the phone to cal

Banking 62

Banking Social Media Customer Service Representative Video 62

kommunicate

AUGUST 28, 2020

Without any doubt, the future holds ample space for chatbots for marketing and sales. They make every process way more comfortable. People have been using chatbots for marketing and sales for quite some time now. But it’s not easy to use them. When not implemented the right way, they know to be intrusive, and the [.]. The post Mistakes to Avoid While Using Chatbots for Marketing and Sales appeared first on Kommunicate Blog.

Chatbots 52

Chatbots Sales Marketing 52

SaleMove

AUGUST 28, 2020

What typically happens when a new prospective customer lands on your website? Attracting visitors on your web properties is only half the battle, but what happens next can make or break a relationship. Recent events have vastly accelerated digital banking projects and one observation from traditional banks and credit unions has been that even if […].

Banking 52

Banking Customers Customer Service 52

PK

AUGUST 28, 2020

Grab your popcorn—it’s time to review healthcare marketing videos on this month’s Friday Flyover. My colleague Dave Wieneke and I took a look at how four provider systems are using […]. The post Friday Flyover: Healthcare marketing videos appeared first on PK.

Healthcare 52

Healthcare Video Marketing System 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

John Paul

AUGUST 28, 2020

Wendy, who has been with John Paul since 2014, talks to us about her daily life as a Travel Manager, the impact of Covid-19 on the travel industry, and what she likes most about her job! Hello Wendy! Can you explain your evolution at John Paul, and what you do now? I arrived here fresh out of university in 2014 from my hometown. I joined the Travel concierge team as a Junior Concierge (this was my first job) and then moved up over the years to become one of the team’s managers.

Travel 52

Travel Tourism Management Hotels 52

NetBase

AUGUST 28, 2020

The plant-based market is booming, and consumer intelligence is brands’ ticket to ride. Consumers attracted to the plant-based lifestyle have lots of questions that need answering. And savvy brands up to date on their consumer intelligence stand to reap rewards for their plant-based market innovations. We’ll explore what that looks like for brands with insight into: Consumers’ plant-based infatuation.

Consumers 52

Consumers Innovation Marketing Social Media 52

MyCustomer

AUGUST 28, 2020

Loyalty Is the focus on empathy spawning sociopaths?

Loyalty 90

Loyalty 90

Optimove

AUGUST 28, 2020

The post August 27, 2020 – Prioritizing campaigns and the debate that should not have been appeared first on Optimove.

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52

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Training

Strikedeck

AUGUST 28, 2020

Shreesha talks about the essentials of customer retention during a pandemic.

Customer Retention 52

Customer Retention Customers Customer Success Customer Engagement 52

Brandwatch CX

AUGUST 28, 2020

Travel 52

Travel Industry 52

Qualtrics

AUGUST 28, 2020

Recreational fishing has been a popular outdoor activity for decades. Since 1932, Zebco has been an iconic brand for the sport, designing some of the most popular rods and reels seen outside to this day. However, over the past two years, the brand saw an urgent need to transform their business to address an industry-wide problem: attracting a younger generation of anglers.

Brands 26

Brands Technology Sports Consumers 26

Brandwatch CX

AUGUST 28, 2020

Travel 52

Travel Industry 52

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

ProProfs Chat

AUGUST 28, 2020

Customers are getting smarter. They know that their experience today won’t be the same as yesterday. That’s why customers have higher expectations from you. They want more personalization during their experience with your brand. “Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

SmartKarrot

AUGUST 28, 2020

Role: Customer Success Manager Location: San Francisco, CA, US Organization: Talkable In this role, You will have to execute all phases of a customer’s experience with Talkable post-launch, including communication, project management, and negotiation of renewals and upsells.Develop, execute, and maintain strategic account plans and deliver quarterly client check-in calls to drive business value and ensure a long term partnership.Work closely with Sales to identify revenue opportunities through c

Customer Success 10

Customer Success Multi-Channel Customer Retention Sales 10

SurveySparrow

AUGUST 28, 2020

When a customer signs up after paying for your product, their expectation increases. They are hoping to see value from your product as soon as possible which means they would want to get started with handling your product. Customer success teams should work on increasing the speed at which customers start using their products. What is customer onboarding?

Metrics 59

Metrics Effort Score Touchpoint Measurement 59

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. It’s a learn-or-churn, adopt-or-get-dropped user experience. Onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. For this reason, everyone is trying to crack the code on how to create the optimal onboarding experience. Exactly how do you get customers to embrace your product instead of merely moving (erm, politely pushing) them through the motions and hoping for adoption?

Customer Journeys 59

Customer Journeys eBook Customer Success Metrics 59