Wed.Feb 01, 2017

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How loyal are you to your customers?

Alida

If there’s one thing your customers don’t lack, it’s options. For every Coke, there’s a Pepsi. For every Uber, there’s a Lyft. For every Scandal , there’s a Game of Thrones. In a world abundant with choice, how can companies win the long-term loyalty of customers? For many business leaders, that’s not only an important question—it is the question. A new study from the digital agency Wunderman provides some answers.

Study 139
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Is your IVR an Irritating Voice Response?

Uniphore

Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More.

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Drive Revenue With Great CX — And Math!

Forrester

In our Drive Revenue With Great Customer Experience, 2017 report, we describe how great customer experience (CX) drives revenue. After reading the report, you may be wondering, how did we link revenue to CX? We followed a rigorous, academic approach that started with the premise that improving CX drives customer loyalty. Using our Customer Experience Index (CX Index™) survey questions about customers' loyalty to and spending with a particular brand and combining them with industry-level nu

Loyalty 87
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Is your IVR an Irritating Voice Response?

Uniphore

Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Topdown in 2017 Gartner CCM Magic Quadrant

Topdown

The Gartner Magic Quadrant for Customer Communications Management Software just came out, and we’re extremely pleased to have been included in the “Other Vendors to Consider” section this year. Though we do not meet all of the criteria for inclusion on the Magic Quadrant itself (for example, we currently serve the US and Canada), the Gartner analysts found us worthy of recognition as a possible best choice for some customers.

More Trending

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On Getting a Gym Membership: Coaching Product Adoption

Amity

A successful product adoption means successful customers, good relationships, increased chances for expansion down the road, and of course, lower risks of churn. A great start to a new relationship is the best way to make things work with your customer. That’s why Customer Success Managers spend so much time in adoption. But let’s be clear, effective product adoption does not mean teaching your customer how to use the product.

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How customer insights can shape marketing strategies and improve customer experiences

Bold360

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. By paying close attention to what the numbers were telling you and taking the appropriate action in response, you could create a masterpiece of a still life or a landscape. And that’s where the numbers that undergird customer insights are something like those children’s art projects.

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Rx needs CX: Why pharmaceutical companies should be thinking about customer experience

ForeSee

Clinical trials are essential to the development and regulatory approval of new, life-saving medicines, and thus they are essential to pharmaceutical companies’ success. Trials require recruiting a predetermined number of. The post Rx needs CX: Why pharmaceutical companies should be thinking about customer experience appeared first on ForeSee.

Company 40
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FM Outsource Launch Cost Reduction Calculator

CSM Magazine

FM Outsource announced the launch of its new Cost Reduction Calculator this week. As specialists in creating bespoke customer experience solutions, FM developed the calculator to help businesses evaluate the savings they can make. This shows businesses it is possible to transform their existing call centre into a contact centre that focuses on other customer service channels.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Live Chat Etiquette: 10 Tips for Being Polite on Live Chat

Provide Support

Live Chat Etiquette Tips. More and more websites offer live chat support today so that their customers can get immediate and thoughtful service whenever they need. However, sometimes like many other tools live chat is being misused and customers instead of receiving smooth and pleasant customer experience leave the chat room angry or disappointed. Why does this happen?

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Make The One Thing The ONE Thing | We Need Unreality Checks

The DiJulius Group

Make The One Thing The ONE Thing You can say all you want about what your #1 priority is, however, until you create a system that is measurable and accountable, it is just lip service. One of my favorite things to ask the CEO’s of my consulting clients is, “what is the one thing, we […].

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Verint Customer Experience Program Earns Two New Industry Honors

Verint

Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX.

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Encouraging Customers to Use Self-Service

Brad Cleveland Blog

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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.

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Intelligent Customer Service: Connected, Contextual, Consistent

Verint

Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower your employees with the tools and tactics to provide superior service.

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Encouraging Customers to Use Self-Service

Brad Cleveland Blog

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United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. This situation involved thousands of people who were inconvenienced. I would describe a two plus hour delayed flight as a Moment of Misery™.

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Why technology needs to support the human element of CX

Eptica

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Author: Guest author: Régine Vanheems 3 questions to Régine Vanheems, co-founder of the Observatoire du Cross-Canal et du Commerce Connected. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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{Infographic} Are You Up for the Human/Tech Challenge?

Michelli Experience