Uniphore

MARCH 6, 2017

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. To continue successfully serving, acquiring and keeping customers, companies need a fresh approach in order to develop and maintain the efficiency of their digital customer service, one that drives brand loyalty with happy, satisfied customers who keep coming back.

Customer Service 149

Customer Service Innovation Loyalty Customer Engagement 149

Vonage

MARCH 6, 2017

Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

GetFeedback

MARCH 6, 2017

Companies have to prove that customer feedback breeds real results. Here's a look at how customer surveys help companies create positive change.

Survey 150

Survey Company Feedback Customers 150

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a business wants to transform its culture, then it is vitally important that its people at all levels understand how it FEELS to be a customer and to be an em

Customer Experience 140

Customer Experience Hotels Customer Centricity Culture 140

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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

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. There are two major problems with this kind of thinking. First, it doesn’t take an economist with an Ivy League degree to see that cutting prices can only go so far.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

ReviewTrackers

MARCH 6, 2017

There is a vital shift happening right now in healthcare. People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed. Just like in retail, travel and transportation, financial services , automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer enough.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. (Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

Topdown

MARCH 6, 2017

The level of quality, consistency, contextualization and personalization of your customer-facing communications can have a dramatic effect on customer experience – as evidenced by the brands that improved their Forrester Customer Experience Index scores the most.

Customer Experience 67

Customer Experience Communication Customers Brands 67

Middlesex Consulting

MARCH 6, 2017

The Temkin Group loves to publish insightful information that is very important and easy to get your head around. They derive this information for what appears to be an endless stream of consumer surveys and they present it in ways that are clear and timely. In their February 23, 2017 post “Customer Experience Leads to Recommendations (Charts for 20 Industries),” the Temkin Group published two figures, which are the subject of this post.

Loyalty 60

Loyalty Customer Satisfaction Transportation Customers 60

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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

Alliance by IFS

MARCH 6, 2017

If you answered yes, then you won’t want to miss our upcoming webinar on March 9th: “Getting the Right Prescription for Driving Outstanding Customer Experiences” Digital technologies have driven radical change and disruption in the service sector. Customers are now seeking a new class of more personalized service offerings. In order to stay ahead, companies need to capitalize on these predictive and prescriptive technologies to uncover transformative outcomes.

Customer Experience 50

Customer Experience Healthcare Trends Technology 50

Confirmit

MARCH 6, 2017

Looking for a bit of guidance to help you with your ACE Awards submission ? No problem. Not only have we extended the deadline to March 16 th to give you more time to perfect your answers, but we’ve also got a few tips, tricks and words of wisdom for you as well. Grab a coffee and let’s get started. Why should I enter the ACE Awards? There are lots of reasons to enter – from industry recognition, to rewarding your dedicated employees to having a shiny new trophy to display to n

Financial 49

Financial Insurance Culture ROI 49

Myra Golden

MARCH 6, 2017

The night before a workshop I delivered last week in Charleston, SC I called the Mellow Mushroom for delivery. I removed cheese and meat from my appetizer, salad and entree. (It sounds like I ate a lot! I did.) The man on the phone asked, “Are you vegan?” To that I said, “Yes, I am.” “Me too,” he said. He then went on to explain that my Quinoa burger included a little egg as a binding and he wanted to know if that was okay.

Customer Service 45

Customer Service Government Connections Customers 45

Confirmit

MARCH 6, 2017

A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is. Any CX professional will be aware that their VoC program operates at multiple levels; tactical and strategic; leadership and front line; financial and operational.

Leadership 40

Leadership Financial Customer Experience Customers 40

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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

Natalie Petouhof

MARCH 6, 2017

Tweet Human Capital As a Key Competitive Advantage. I am very excited about attending the upcoming conference on The New Work Summit #nytnewwork by the New York Times®. The very nature of how we work is changing rapidly as employees from all ages are expecting more from their workplace. With human capital as the most important part of any company (computers and phones can’t do the work without the direction of the people), the battle for top talent is intensifying.

Culture 40

Culture Company Competitive Advantage Conference 40

Confirmit

MARCH 6, 2017

Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade. As your trusted partner, your Confirmit team collaborates with you to tailor the feedback programs that best achieve your goals.

Consulting 40

Consulting Touchpoint Customer Voice Feedback 40

CSM Magazine

MARCH 6, 2017

Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry. The chatbot Analyzes and learns from thousands of sources and is able to provide simple answers on the bank’s products and services almost instantly.

Chatbots 40

Chatbots Customer Service Banking Customers 40

Confirmit

MARCH 6, 2017

Confirmit Voices is a 5-stage customer engagement model that gives you the power to: Listen to the Voice of the Customer (and/or the Employee), Integrate that voice with existing data to generate powerful insight, Take action that will deliver real business change. The Analyze and Act stages provide powerful, tailored reporting and action management capabilities that give you the ability to analyze the data you gather and automatically generate alerts to tell you when you need to act quickly, sa

Customer Voice 40

Customer Voice Report Customer Engagement Data 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

Verint

MARCH 6, 2017

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It's quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken.

Survey 29

Survey Feedback Customers Customer Satisfaction 29

Confirmit

MARCH 6, 2017

Video is a rich data source that allows you to gather powerful, qualitative insights into the behavior, attitude and opinions of the participants in your Market Research studies or feedback programs, whether they are for Voice of the Customer (VoC) or Voice of the Employee (VoE). By capturing video you can gain deeper insights and a clearer understanding of your respondents to help drive effective decision making.

Video 40

Video Customer Voice Analysis Study 40

LiveChat

MARCH 6, 2017

Web marketers talk a big game about bounce rates, click funnels, and traffic patterns. Sure, all of these are unquestionably valuable, but let’s face it. What really matters is how well your site performs at the close. At the end of the day, closing the sale is how you get paid. Shopping cart checkout is an eCommerce business’ closer. This is where a minor tweak can make the difference between zero and hero.

How To 50

How To Ecommerce Retail Consumers 50

Confirmit

MARCH 6, 2017

W5 is Ireland’s first ‘full-service’ customer experience design, measurement and engagement consultancy. The company works in partnership with clients to design and measure customer and employee experiences that differentiate and add value. Voice of the Customer.

Case Study 40

Case Study Study Customer Experience Design Consulting 40

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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.

Training

CustomerGauge

MARCH 6, 2017

In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. We’ll expand upon these lessons learned and highlight the main takeaways. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […].

Infographics 93

Infographics eBook Customer Retention Customers 93

Confirmit

MARCH 6, 2017

Technology is at the heart of CATI operations. It facilitates your staff’s workflows, helps you deliver on the promises you’ve made to clients, and drives management decisions. Subpar system performance and technical limitations can have dire consequences for your business. So, when was the last time you thoroughly evaluated the technology that supports your CATI operations?

Technology 40

Technology System Marketing Management 40

Confirmit

MARCH 6, 2017

Technology is at the heart of CATI operations. It facilitates your staff’s workflows, helps you deliver on the promises you’ve made to clients, and drives management decisions. Subpar system performance and technical limitations can have dire consequences for your business. So, when was the last time you thoroughly evaluated the technology that supports your CATI operations?

Technology 40

Technology System Management 40

Confirmit

MARCH 6, 2017

Confirmit SmartHub enables you to capture, analyze and respond to customer feedback in real-time from a single, centralized hub. For the first time, you can easily capture and map all customer data from all your customer touchpoints into an intelligent hub. By moving beyond survey results and adding customer data such as call center interaction, social media and past-purchase information, you can generate new insights and initiate tactical and strategic actions to drive business performance impr

Social Media 40

Social Media Call Center Touchpoint Survey 40

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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