ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Most businesses have traditionally focused on separating the customer experience from B2B (business serving other businesses) channels, or not giving it adequate attention because o

B2C 15

B2C Omni-Channel Customer Experience Customer Journeys 15

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Return customers might not be as loyal as your brand’s advocates but their previous satisfied experience with you provides a level of trust that you can’t find in your first-time customers.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

Experience Matters

JULY 13, 2018

Hopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity.

Groups 149

Groups Survey Customer Experience Customers 149

GetFeedback

JULY 13, 2018

A blog survey is simple but powerful way to learn more about your audience. Follow our step-by-step instructions to launch yours in under 30 minutes.

Survey 150

Survey How To 150

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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

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. Charlotte Dunsterville , Chief Customer Officer of Sure International Telecom, and Patricia Pedhom Nono , former general manager of customer service & customer experienc

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Beyond Philosophy

JULY 13, 2018

We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects. The post Are You Making The Most Of Scarcity As A Marketing Strategy?

Strategy 79

Strategy Marketing Consumers 79

Answer Dash

JULY 13, 2018

Consumers are increasingly aware of and satisfied with AI-enabled experiences but expect the human presence. How consumers engage with businesses is evolving dramatically. Organizations are using this technology to achieve a range of business goals, such as: influencing sales, boosting operations, driving customer engagement, and generating insights.

Infographics 81

Infographics Self Service Consumers Report 81

Influitive

JULY 13, 2018

Looking to work your way into tough-to-crack ABM target accounts? Let me tell you something. No volume of banner ads, emails, LinkedIn messages, or cold calls will establish the trust you need to start those conversations. Your prospects crave relevancy and authenticity, and they will ignore any messages that don’t speak to them. They want.

How To 75

How To Customers B2B Sales 75

Truthlab

JULY 13, 2018

Reading Time: 3 minutes Trying to find the UX-type accredited degree programs is often like trying to find a needle in a haystack. UX courses can be found in Psychology, Engineering, Business, Education, Design, Computer Science or other university departments and most will offer classes with titles like user-centered design, research methods, ethnography, interaction design, statistics and analysis.

Analysis 59

Analysis Course Interaction 59

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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

Amity

JULY 13, 2018

The World Cup is now behind us. In every corner of the world, the past month brought about joy, pain, sadness, but mostly lots of friendly fun and celebrations. While watching the world’s best teams battle for the cup, we couldn’t help but notice some similarities between what was onscreen, and what was happening in our daily lives. Some might say we’re obsessed with customer success, but we know we’re not the only CS fanatics here!

Customer Success 57

Customer Success Report Course Loyalty 57

ReviewTrackers

JULY 13, 2018

In the age of Yelp and TripAdvisor, online reviews have the power to influence purchase decisions and shape consumer behavior. . According to a study by international market research firm YouGov, 78 percent of Americans check out reviews before making a purchase. They do so in order to assess the quality of a product or service. Countless other research studies support the notion that, on the questions of what to order, where to eat, what to buy, where to stay, and what to check out, consumers

Social Media 50

Social Media Automotive Fashion Study 50

Vocalabs

JULY 13, 2018

Designing Hybrid Surveys. Peter Leppik. Fri, 2018-07-13 15:48. Agile Customer Feedback. There's two elements to designing a hybrid survey program which combines the depth of actionable feedback from a live-person phone interview with the ability to cost-effectively collect huge sample sizes with an online survey. In this article I'll explore designing the survey questions and how the two feedback channels relate to each other.

Survey 48

Survey Metrics Feedback Customers 48

SurveyGizmo

JULY 13, 2018

Brand managers have a tough job of cutting through the noise to successfully position a brand, finding golden opportunities to create and sustain differentiation, and plowing through volumes of competitive mayhem — and we expect them to also digest and apply market research data with flair? Yeah, right. Are you a brand manager? For brand managers seeking to get better use from market research data, I have a tip for you: Work with your team.

Brands 51

Brands Marketing How To e-support 51

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Lithium

JULY 13, 2018

July is already here! Which means. THE LITHYS ARE ALMOST HERE. The Lithys are our annual awards that recognize and honor those going above and beyond in the realm of digital CX. I'm super excited about these awards. they are undoubtedly my favorite part of the year. BUT before honoring brands who are shining, let's honor some people who shine on the Lithosphere.

Feedback 40

Feedback Brands Engagement 40

FiveStars

JULY 13, 2018

As a Fivestars local business, you’ve been receiving a Weekly Summary email to get a quick overview on the performance of your Fivestars program. It provides essential insights week-to-week to ensure your program is bringing in as many customers as possible, new and existing alike. Now, we’re making it even easier for you to watch […]. The post Introducing the new Fivestars Weekly Summary!

Metrics 40

Metrics Customers Analytics Loyalty 40

Lithium

JULY 13, 2018

July is already here! Which means. THE LITHYS ARE ALMOST HERE. The Lithys are our annual awards that recognize and honor those going above and beyond in the realm of digital CX. I'm super excited about these awards. they are undoubtedly my favorite part of the year. BUT before honoring brands who are shining, let's honor some people who shine on the Lithosphere.

Feedback 40

Feedback Brands Engagement 40

Waypoint Group

JULY 13, 2018

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. Our own Steve Bernstein was joined by Paul Piazza, Senior Director of CS at Reciprocity Labs, for a chat centered around driving a Customer-centric culture and enabling CSMs to collaborate with the rest of the company to drive the right improvements.

Customer Success 40

Customer Success Company Customer Experience NPS 40

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

Lithium

JULY 13, 2018

July is already here! Which means. THE LITHYS ARE ALMOST HERE. The Lithys are our annual awards that recognize and honor those going above and beyond in the realm of digital CX. I'm super excited about these awards. they are undoubtedly my favorite part of the year. BUT before honoring brands who are shining, let's honor some people who shine on the Lithosphere.

Feedback 40

Feedback Brands Engagement 40

Forrester's Customer Insights

JULY 13, 2018

Those that don’t keep up with the rapidly changing pace of technology will cease to be competitive and get left behind. The most advanced enterprises have common threads. These agile, customer-obsessed firms rapidly take advantage of emerging technologies: working with new technologies in the lab, discovering new business possibilities enabled by these technologies, and then […].

Innovation 37

Innovation Technology Customers 37

TeamSupport

JULY 13, 2018

In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.

Customer Service 45

Customer Service Omni-Channel Customers Analysis 45

Forrester's Customer Insights

JULY 13, 2018

On Thursday afternoon the UK Government published its white paper The Future Relationship Between the United Kingdom and the European Union. The last-minute changes following a spate of Cabinet resignations late in the day resulted in the publication being delivered to the House of Commons as MPs were timetabled to debate it. This led to […].

Government 24

Government Customers 24

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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TeamSupport

JULY 13, 2018

In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.

Customer Service 40

Customer Service Omni-Channel Customers Analysis 40

West Monroe

JULY 13, 2018

It is no secret that improving the health of our sickest populations has proven an intractable problem across the healthcare industry with health plans finding themselves increasingly at the center of managing complex care on behalf of their members. The industry has made significant strides in recent years with an increasing focus on maximizing engagement via care management programs.

Technology 40

Technology Management Healthcare System 40