ProProfs Chat

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My metric for success can be summed up in one phrase: earn customers for life.” – Mary Barra, Chair and CEO, General Motors.

Feedback 97

Feedback Social Media Survey Customers 97

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Cyber security is no longer something that just IT teams need to worry about.

Customer Experience 103

Customer Experience Policies Government Customers 103

Oracle

DECEMBER 14, 2018

It’s the most wonderful time of the year. That is, unless your holiday season is spent running from store to store in the hopes of finding the perfect gifts. To avoid overcrowded and overpriced stores, smart consumers shop online. In fact, according to the 2018 Deloitte holiday shopping study, “57% of this year’s holiday dollars will go through online channels, with in-store capturing 36% of spending.” The online shopping experience is evolving in 2018, and retailers are

Trends 74

Trends Consumers Retail Sports 74

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

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Customers

Beyond Philosophy

DECEMBER 14, 2018

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes. What is the problem and what can be done about it? Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment.

Return on Investment 115

Return on Investment Customer Experience Resources Survey 115

Integrity Solutions

DECEMBER 14, 2018

Why a “healthy” sales pipeline isn’t always what it seems. And specific questions sales leaders should ask to get a more realistic view of what’s really going on. By Bruce Wedderburn. Originally contributed as a guest blog to SalesPop.net. As you move towards finishing the year strong and planning for 2019, as a sales leader your focus naturally turns to next year’s budgets, goals, and sales pipeline.

Sales 70

Sales Training Leadership Management 70

NetBase

DECEMBER 14, 2018

As we discussed in our 2019 predictions post , we know that Artificial Intelligence (AI) is going to play a bigger role in social analytics moving forward. But what exactly is AI, and how does it work within that context? Here’s the low-down. Of course, we’ve already incorporated AI into the technology that enables our social analytics solutions. We have a commitment to our clients when it comes to keeping them on the cutting edge in every way possible.

Analytics 62

Analytics Course Consumers Technology 62

ChurnZero

DECEMBER 14, 2018

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring, George Boyar , Director of Customer Success at Mentor Collective, who partners with higher education institutions to help students develop a deep sense of belonging, build a connection to their institution, and ultimately succeed, by leveraging peer m

Customer Success 45

Customer Success eBook Tips Customers 45

NetBase

DECEMBER 14, 2018

Jessica Williams (Global Innovation Marketing and Analytics Leader, Visa) discusses how NetBase provides Visa with not just social listening, but social media intelligence. Visa takes information about specific audience segments and feed it into their marketing strategy. NetBase facilitated the creation of an audience of small to medium business owners, based on how they talked across social and web forums.

Social Media 43

Social Media Innovation Analysis Analytics 43

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Communication

Talkdesk

DECEMBER 14, 2018

Data security is a hot topic right now, and for good reason. A renewed conversation surrounding security has been spurred by the recent Marriott Starwood hotels data breach. If you need a refresher about what happened and are wondering how seriously Talkdesk takes data security, read on. (Spoiler alert: we take it very seriously.). The breach began in 2014, but Marriott says they didn’t discover it until the end of November 2018.

Measurement 42

Measurement Data Hotels Company 42

SurveySparrow

DECEMBER 14, 2018

There are a lot of instances when you cannot reach the customer for a survey on their online devices. This is where data collection devices bridge the gap without having to take thousands of prints outs of your questionnaires, collating them, sifting through them and finally having to input all of this data manually. Digital forms are smarter, faster and do not make any errors on its own.

Data 40

Data Hospitality Survey Net Promoter Score 40

Prophet

DECEMBER 14, 2018

Describing 2018 as unpredictable for brands is one heck of an understatement. If anyone had told you, back in January, that Kanye West would emerge as a political strategist or that Colin Kaepernick would star in the year’s most successful ad campaign, you’d probably think they’d been toking it up with Elon Musk. So, settling […]. The post 2018’s Brand Winners & Losers appeared first on Brand and Marketing Consultancy | Prophet.

Brands 40

Brands Consulting Marketing 40

Talkdesk

DECEMBER 14, 2018

Data security is a hot topic right now, and for good reason. A renewed conversation surrounding security has been spurred by the recent Marriott Starwood hotels data breach. If you need a refresher about what happened and are wondering how seriously Talkdesk takes data security, read on. (Spoiler alert: we take it very seriously.). The breach began in 2014, but Marriott says they didn’t discover it until the end of November 2018.

Measurement 40

Measurement Data Hotels Company 40

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Tips

NetBase

DECEMBER 14, 2018

Billy Grenham (Global Director Marketing and Communications, Taco Bell) discusses how NetBase allows Taco Bell to gain invaluable insights about customers across the globe, even before they launch into a new market. Running Netbase dashboards 24/7, Billy and his team can uncover local trends that transform into customer experiences like underground hip hop performances in Tokyo or punk rock concerts in the UK.

Trends 40

Trends Communication Marketing Customer Experience 40

Forrester's Customer Insights

DECEMBER 14, 2018

The relentless march of digital transformation has not left the physical world untouched — particularly when it comes to understanding and engaging with customers. First, customers digitally connected to brands via PCs, then mobile devices, and now via a continuous tidal wave of emerging owned IoT devices (e.g., wearables, connected cars, etc.) and non-owned IoT devices […].

Connections 32

Connections Brands Engagement Customers 32

NetBase

DECEMBER 14, 2018

Chris Ebbeler (Director of Social, Chili’s Grill & Bar) and Kyle Taylor (Founding Partner, Fact & Fiction) talk about how NetBase allows them to produce better content that drives engagement across social. NetBase gives Chili’s the incredible ability to pick up on trends, issues and conversations to understand what content to create and what their guests truly care about.

Trends 40

Trends Examples Engagement Customers 40

ProProfs Chat

DECEMBER 14, 2018

A help desk software is important for businesses serving customers. When businesses offer a delightful customer experience, sales increase. Customers become brand loyals and refrain from brand switching. 74 percent of people are likely to switch brands, in case they find the purchasing process difficult. A help desk ticketing system automates the workflow of issue resolution, centralizes information, and keeps everyone updated with email alerts.

Software 94

Software Knowledge Base Net Promoter Score Effort Score 94

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

NetBase

DECEMBER 14, 2018

Ted Tagalakis (VP Social Media, Intermark Group) talks about how NetBase allows his team to to uncover social insights, work through strategy and measure campaign impact. Intermark utilizes the NetBase tool to find highly engaged and passionate social influencers, across brand and industry, to reach out and connect them to client programs. The tool then allows teams to monitor the impact of this tactic with converged media analysis.

Groups 40

Groups Connections Social Media Analysis 40

CSM Magazine

DECEMBER 14, 2018

The company’s DC BRIDGE® customers will be authenticated by keystroke, facial liveness, and voice biometrics, offering seamless user experience across the customer communication lifecycle. TEN DIGIT Communications [TEN DIGIT], the provider of a patented messaging platform that enables call-center phone lines to function as smartphones with text, call, and link and image sharing capabilities, today announced it has partnered with biometrics firm ID R&D to offer multimodal biometric authentica

Communication 40

Communication Call Center Sports CRM 40

NetBase

DECEMBER 14, 2018

Hear from Shannon Truax (Global VP, Brand Social, GoDaddy) about why NetBase forms the cornerstone of GoDaddy’s Brand Social program, allowing her team to accurately track everything from impressions, engagement and sentiment to nuanced social insights about GoDaddy customers. When Danica Patrick was slated to host the 2018 ESPYs, GoDaddy used NetBase to look back at the 2017 event to understand how the Host could impact the conversation and to mine for opportunities for their spokesperson

Measurement 40

Measurement Brands Social Media Engagement 40

NetBase

DECEMBER 14, 2018

Brandon Chesnutt (VP, Director Digital & Development, Identity PR) talks about how his team uses NetBase every day for social insights across brands, and topics, sending valuable social reports to people on the frontlines of brands all the way up to the CEO. NetBase allows Identity PR to get nearly instant results without needing to wait for an account specialist to tweak the tool for them.

Report 40

Report Brands Tools 40

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