CX University

JANUARY 8, 2019

In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three. The rest he spends on communication tactics you can employ to make it easier for people to follow your advice. But two out of three boils down to empathy: how to listen, how to consider someone else’s point of view, how to validate their point of view.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

Oracle

JANUARY 8, 2019

Today’s consumers have more choices about how they watch movies, from going to their nearest theater to streaming a movie to their smartphone. According to Statista , 32% of the population goes to the movies at least once a month, and AdWeek reported that Netflix has more than 137 million subscribers. The latest customer experience innovations make it easier to watch movies you want to see on the device of your choice, and 2019 promises technology and programming innovations that will deli

Innovation 78

Innovation Entertainment Report Consumers 78

Lumoa

JANUARY 8, 2019

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations.

Customer Experience Management 364

Customer Experience Management B2B Trends Customer Experience 364

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The 5 Essentials of a CX-First Platform 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?

Customer Experience

InMoment XI

JANUARY 8, 2019

MaritzCX Provides the Tools and Technology Needed to Research, Measure, and Focus the Customer Experience Chris Neeson, Customer Experience Leader at Ohio Mutual Insurance, attributes their CX Program success to a combination of knowledge, expertise, and selecting the right partner. Hear how they deliver the best experience to their policy holders by identifying issues and.

Insurance 200

Insurance Groups Policies Measurement 200

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? Let’s investigate. .

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

Kristina Evey

JANUARY 8, 2019

Shownotes: The Compounding Effect of CX Efforts The most important thing in CX? Stick with it Can’t be like a … Read More Episode 33 – The Compounding Effect of CX Efforts. The post Episode 33 – The Compounding Effect of CX Efforts appeared first on Kristina Evey. Shownotes: The Compounding Effect of CX Efforts. * The most important thing in CX?

Social Media 120

Social Media Exercises Culture Banking 120

ShepHyken

JANUARY 8, 2019

The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue. In Shep’s opening monologue, he elaborates upon the idea of amazing your employees so that they, in turn, can amaze your customers.

Culture 106

Culture Customer Journeys Course Customer Experience 106

NetBase

JANUARY 8, 2019

Social media monitoring is not the same as social media listening, and you may be confusing the two! Does it really matter if you are? Well, it may matter if you think processing what you see offers different intel (and requires different attention) from processing what you hear. or maybe you’re a Bird Box fan and possess the wildly unlikely ability to navigate social blindfolded.

Social Media 91

Social Media Analysis Brands Measurement 91

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

Alliance by IFS

JANUARY 8, 2019

With the imminent arrival of the latest version of our industry leading field service management solution, IFS FSM 6, I. The post IFS FSM 6: Delivering a superior experience….to everyone! appeared first on IFS Blog.

Industry 65

Industry Management User Experience Customer Engagement 65

datastax

JANUARY 8, 2019

Almost every company is already using the cloud or thinking of moving at least part of their IT architecture to the cloud. But how can today’s enterprises take full advantage of hybrid or multi-cloud architectures without creating data silos and stifling innovation? In a hybrid cloud architecture, enterprise applications and their corresponding states run on databases that are both on-premise and in the cloud.

Data 68

Data Management Strategy System 68

Customers That Stick

JANUARY 8, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Experience 60

Customer Experience Customers Customer Service 60

Method:CRM

JANUARY 8, 2019

The construction industry is complex: full of behemoth-sized projects, unique processes, workflows, and other monumental tasks that always seem to be due yesterday. Without a good construction accounting software, businesses will likely collapse. For those that do have one, there may come a time when they must start looking for a new software package to meet new demands.

Software 63

Software CRM Meeting Connections 63

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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

Totango

JANUARY 8, 2019

When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. It’s a simple way to check out the health of your business, and see if you’re meeting your growth goals. And if you’re operating in the highly competitive subscription-based B2B industry, it’s an especially important number.

How To 54

How To Social Media Customer Success Survey 54

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Tracking and measuring product usage is one key method customer success professionals use to determine success and risk along a customer lifecycle.

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

Maru Group

JANUARY 8, 2019

2018 was an important year for retailers and UK brands. Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history. And all at a time when retailing is in a midst of a massive transformation as brands attempt to stay ahead of changing customer needs.

Customer Experience 56

Customer Experience Retail Customers Brands 56

DemandJump

JANUARY 8, 2019

Listen to this blog. Ad Fraud & Programmatic Advertising. Programmatic advertising created the opportunity for marketers to achieve huge reach and target audiences with ease, but it also opened the door to large-scale fraud within the automated mechanism. Because advertisers frequently target audience, without close consideration of the sites on which ads are served, they oftentimes show up on irrelevant and fraudulent sites.

Advertising 53

Advertising Marketing 53

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

Advantage Communications

JANUARY 8, 2019

If you have spent any time reading through our blogs here at Advantage Communications you have probably noticed that we refer to ourselves as a contact center, rather than a traditional call center. So, what exactly is the difference between the two?

Call Center 49

Call Center Contact Center Communication Trends 49

kommunicate

JANUARY 8, 2019

Creating pull requests and reviewing them are two of the most common tasks in a developer’s daily schedule. Most projects have a common guideline which developers need to follow while creating and reviewing the pull requests. Now it is hard for developers to remember every guideline while making a pull request and even more difficult [.]. The post Automate Code Reviews on Github Using a Chatbot appeared first on Kommunicate Blog.

Chatbots 49

Chatbots Guidelines 49

Hero Digital

JANUARY 8, 2019

It’s safe to say that voice assistants are no longer just the plot of sci-fi movies. Nearly one in five U.S. adults today claim to have access to a smart speaker, according to research from Voicebot.ai. Voice assistants are even being integrated with appliances such as microwaves to make everyday life easier for consumers. Since consumers are never a few steps from smartphones that have similar capabilities, the ongoing adoption of voice search relies heavily on two factors: trust and accessibil

Advertising 48

Advertising Retail Effort Score Sports 48

Happy or Not

JANUARY 8, 2019

YMCA Victoria has become the first fitness facility company in Australia to partner with the global leader in instant customer and employee satisfaction reporting service, HappyOrNot. The post YMCA Victoria, AU, Partners with HappyOrNot to Capture Voice of All Customers appeared first on HappyOrNot.

Report 52

Report Customers Company 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

Gainsight

JANUARY 8, 2019

Ben Franklin once said, “An investment in knowledge pays the best interest.” Build up those knowledge reserves by attending these can’t-miss conferences of 2019. North America. SaaStr Annual | February 5-7, San Jose, CA. Event Website. Photo source: SaaStr Blog. SaaStr is an annual conference that brings together the best & brightest minds in SaaS.

Conference 45

Conference B2B Entertainment B2C 45

Innovative CX

JANUARY 8, 2019

Evaluate your CX program against these indicators. The Bifurcation Point. Have you heard that term before? I did, many years ago and wondered what it was. Chuck McFall, a well-respected expert and consultant in the area of product management first introduced me to the term. The dictionary defines bifurcation, “As a process in which something splits in two”.

Customer Journeys 40

Customer Journeys Sports Exercises Contact Center 40

Help Scout

JANUARY 8, 2019

Asynchronous communication is a skill that all high-functioning remote companies master over time. Email, chat, comment threads, recorded videos, wiki posts … it’s all in a format that can be consumed, replied to, and revisited on-demand, at your convenience. When your teammates are remote, async is the default way to get things done, and it’s one of the things I love most about my daily workflow.

Company 40

Company Video Meeting Communication 40

Forrester's Customer Insights

JANUARY 8, 2019

Depending on who you listen to, the combination of GDPR and distributed ledger technology (DLT, AKA blockchain) is either a poisonous cocktail or a magic potion. As you’d expect, the reality is more nuanced: While GPDR poses a challenge to DLT-based architectures, it doesn’t make them obsolete or unviable. Furthermore, DLT can actually form an integral […].

Technology 48

Technology Management 48

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

Helen Dewdney

JANUARY 8, 2019

You need to factor in the cost of airport parking versus any form of getting to the airport when booking a holiday. Last year when booking a holiday I looked at the same holiday departing from two different airports. It was actually cheaper from Southend airport than Gatwick. However, before booking I checked the cost of car parking and once that (and the same driving time) was factored in, it was cheaper to go from Gatwick.

Transportation 41

Transportation Travel Comparison Hotels 41

Strikedeck

JANUARY 8, 2019

Dave Jackson shares why you need to think about how delivering Customer Success can be built into the product.

Customer Success 45

Customer Success Customers 45

Brandwatch CX

JANUARY 8, 2019

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