Russel Lolacher

AUGUST 8, 2018

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, The post CX Storytime Tale of The Anti-Social Socialite appeared first on The Upsell.

Social Media 114

Social Media Customer Experience Customers 114

Oracle

AUGUST 8, 2018

The SmarterCX team recently attended an Oracle Women’s Leadership (OWL) panel featuring co-authors Paula Brown Stafford and Lisa T. Grimes , who discussed their newly-published book, “Remember Who You Are: Achieve Success. Create Balance. Experience Fulfillment” At the outset of this book’s creation, Paula and Lisa’s vision was that this would be a piece for women, primarily professionals who were attempting to balance careers and families.

Employee Experience 97

Employee Experience Leadership Consulting Examples 97

Forrester's Customer Insights

AUGUST 8, 2018

CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role. Bad CX surveys create […].

Survey 112

Survey Social Media Examples Customers 112

AskNicely

AUGUST 8, 2018

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”. Here are the top five ways to increase your NPS scores: 1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process.

Net Promoter Score 150

Net Promoter Score NPS Case Study CRM 150

Speaker: Loreal Lynch, 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

IntouchInsight

AUGUST 8, 2018

Learn how to streamline your restaurant operations to improve the customer experience and drive guest loyalty.

Loyalty 165

Loyalty Strategy Customer Experience How To 165

Michelli Experience

AUGUST 8, 2018

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. ++ Want to receive exclusive content on how you can deliver extraordinary, memorable, and profitable experiences?

Infographics 100

Infographics Consulting Customer Experience Company 100

Beyond Philosophy

AUGUST 8, 2018

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.

Groups 111

Groups Customers Examples Advertising 111

CX Journey

AUGUST 8, 2018

Image courtesy of Pixabay This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here. I'll dive right in with more details about your CX Champions team. How often does the CX Champions team meet? In the early days, the team should meet monthly, but this can be adjusted over time to meet more frequently or less frequently, as needed.

Guidelines 86

Guidelines Customer Journeys Customer Centricity Government 86

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.

Customer Service 87

Customer Service Exercises Customers Banking 87

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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

Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.

Call Center 75

Call Center Consulting Video Training 75

One Millimeter Mindset

AUGUST 8, 2018

What happens when we become professionally compelling to clients? For starters, clients invite us to their business tables. As resources. Even when no “apparent” business opportunities exist. Over time, becoming professionally compelling positively impacts client experience. Think of the implications of this professional innovation strategy on customer success and customer retention.

Customer Retention 53

Customer Retention Innovation Strategy Trends 53

Interactions

AUGUST 8, 2018

AUGUST 8, 2018 We’ve talked a lot at Interactions about. Read more » The post 3 Important Things A Chatbot Can’t Do appeared first on Interactions Resource Center.

Chatbots 48

Chatbots Resources Interaction 48

CX Advantage Walker

AUGUST 8, 2018

Week 1: Ten employees gather for a kickoff meeting set out to design a new internal process with the goal of ultimately improving the customer experience. The meeting is led by the organizer who gets limited engagement and participation from the other attendees. The topic is discussed broadly and action items are assigned to owners. Continue reading.

Meeting 48

Meeting Engagement Customer Experience Customer Focused 48

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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

Russel Lolacher

AUGUST 8, 2018

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite. The Story. ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, articles to consume and podcasts to fill your brain to keep up with the latest trends, features and news.

Social Media 48

Social Media Effort Score Fashion Customer Experience 48

Playvox

AUGUST 8, 2018

Great coaching is a must if you want your call center agents to perform well and provide excellent service to your customers. Coaching call center agents provides a way for them to learn new skills, get your feedback on the work they’re doing, and get to the heart of problems they’re experiencing during calls.

Call Center 43

Call Center Feedback Customers Management 43

Forrester's Customer Insights

AUGUST 8, 2018

Whether you’re responsible for software or are a business leader whose team uses software, you know this: You need customized software, and traditional software development can’t keep up with your demands. Conventional development methods take too long and require a special set of skills that are in short supply. This has been a problem for […].

Software 50

Software Customers 50

Lithium

AUGUST 8, 2018

The Lithys launch on 23 July! Are you ready to get recognized for your digital customer engagement excellence? We’re thrilled to be in our eighth consecutive year of celebrating our customers’ success with the annual Lithy Awards. This award program honors brands who are delivering world-class digital customer experiences with strategies and results that are truly transformative.

Customer Engagement 40

Customer Engagement Customer Success Strategy Brands 40

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Tips

Russel Lolacher

AUGUST 8, 2018

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite. The Story. ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, articles to consume and podcasts to fill your brain to keep up with the latest trends, features and news.

Social Media 40

Social Media Effort Score Fashion Customer Experience 40

Lithium

AUGUST 8, 2018

The Lithy Awards are here!! Nominations are open July 23 @ 5 AM PT - August 17 @ 5 PM PT. The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. We could not be more proud of your journeys and transformations that we get to be a part of, and love to learn about them more in-depth through the submissions.

B2C 40

B2C Social Media B2B Brands 40

VDS

AUGUST 8, 2018

Wikipedia defines digital transformation as “the change associated with the application of digital technology in all aspects of human society.”. This broad definition covers both social as well business aspects. Consider the five tips below to promote a successful digital transformation. 1. First and foremost, understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable.

Tips 40

Tips Call Center Solutions Leadership Call Center 40

Lithium

AUGUST 8, 2018

The Lithys launch on 23 July! Are you ready to get recognized for your digital customer engagement excellence? We’re thrilled to be in our eighth consecutive year of celebrating our customers’ success with the annual Lithy Awards. This award program honors brands who are delivering world-class digital customer experiences with strategies and results that are truly transformative.

Customer Engagement 40

Customer Engagement Customer Success Strategy Brands 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

Merkle

AUGUST 8, 2018

Many large companies are establishing statistical data analysis using Big Data to capitalise on the potential they can extract, but small business owners may not realise they too can use Big Data to keep them in line with the big dogs. According to Brendan Gulston of Livingbridge Equity Funds, writing for IT Pro Portal , small to medium-sized enterprises (SMEs) can apply detailed insights that can offer them a uniquely tailored approach to Big Data, as it it not just having the Big Data that cou

Data 40

Data Social Media Healthcare Insurance 40

Lithium

AUGUST 8, 2018

The Lithy Awards are here!! Nominations are open July 23 @ 5 AM PT - August 17 @ 5 PM PT. The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. We could not be more proud of your journeys and transformations that we get to be a part of, and love to learn about them more in-depth through the submissions.

B2C 40

B2C Social Media B2B Brands 40

Help Scout

AUGUST 8, 2018

When you’ve grown to love a product or a service, learning you need to shell out more money to maintain the status quo can be a bummer. How the company approaches the price increase, however — from gathering data, to writing the price increase letter to customers, to implementation — makes a huge difference in how customers will interpret the decision.

e-support 40

e-support Communication Analysis Examples 40

Lithium

AUGUST 8, 2018

The Lithys launch on 23 July! Are you ready to get recognized for your digital customer engagement excellence? We’re thrilled to be in our eighth consecutive year of celebrating our customers’ success with the annual Lithy Awards. This award program honors brands who are delivering world-class digital customer experiences with strategies and results that are truly transformative.

Customer Engagement 40

Customer Engagement Customer Success Strategy Brands 40

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Training

Forrester's Customer Insights

AUGUST 8, 2018

I recently published a report — “Emerging Technologies Are Transforming ‘Made In China’” — in which I discuss how manufacturing CIOs should leverage emerging technologies to drive their transformation under the “Made in China 2025” initiative. China has long been known as the world’s factory, contributing the most added manufacturing value in the world.

Technology 24

Technology Report Data 24

Lithium

AUGUST 8, 2018

The Lithy Awards are here!! Nominations are open July 23 @ 5 AM PT - August 17 @ 5 PM PT. The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. We could not be more proud of your journeys and transformations that we get to be a part of, and love to learn about them more in-depth through the submissions.

B2C 40

B2C Social Media B2B Brands 40

Forrester's Customer Insights

AUGUST 8, 2018

Who’d have thought that in 2018 Forrester would be publishing a Wave evaluation on SEO Platforms? Honestly, even I’m a bit surprised. We published this Wave because we have seen a rising number of inquiries from Forrester’s clients about SEO and how to improve their websites for searchers. A pivotal part to any enterprise company’s […].

Company 24

Company How To Customers 24