InMoment XI

FEBRUARY 15, 2017

A team’s culture is an interesting thing, because it’s something that will happen whether you purposely do anything to drive it or not. Culture happens naturally. Without doing anything, though, you might not get the culture you want. Looking at a lot of tech companies, it might seem like you just need to get a pool table. View Article.

Culture 200

Culture Company 200

GetFeedback

FEBRUARY 15, 2017

Salesforce asked more than 2,600 customer service professionals how they're responding to higher customer demands. Here are 5 takeaways from their report.

Report 150

Report Customer Service Customers 150

InMoment XI

FEBRUARY 15, 2017

A team’s culture is an interesting thing, because it’s something that will happen whether you purposely do anything to drive it or not. Culture happens naturally. Without doing anything, though, you might not get the culture you want. Looking at a lot of tech companies, it might seem like you just need to get a pool table.

Culture 160

Culture Company 160

Beyond Philosophy

FEBRUARY 15, 2017

Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experien

Leadership 153

Leadership Strategy Consulting Policies 153

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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

CustomerGauge

FEBRUARY 15, 2017

Getting people to open your emails can be a pain. And you can’t blame them: On average, an office worker will receive around 120 emails a day. In an inbox where you are constantly fighting for the attention of your customers (against non-competitors none the less), it can be a struggle to get out of the email […]. The post 6 Email Subject Line Strategies to Increase Your Survey Feedback appeared first on CustomerGauge.

Feedback 90

Feedback Survey Strategy Customers 90

Joe Rawlinson

FEBRUARY 15, 2017

While there are plenty of positives to owning an online store — for example, less overhead and a more flexible schedule — there can also be some challenges. In fact, it may be difficult right away to understand how your customers feel about their overall online shopping experience. Whereas in a traditional storefront you can get a true sense of customer expectations through face-to-face interactions, in the online world you really only know your customers by their name, address and credit card n

Customer Satisfaction 74

Customer Satisfaction Contact Center Tips Customer Expectations 74

Heart of the Customer

FEBRUARY 15, 2017

According to Forrester Research, 30% of CEOs indicated that they are going to fire their CMOs this year. The primary reason? Too many CMOs haven’t adjusted to the concept of the customer journey that fluidly moves across touch points. According to Forrester’s Shar VanBoskirk, “Businesses are in a ‘post-digital era’ in which customers don’t think […].

Customer Journeys 68

Customer Journeys Customers Customer Experience 68

Amity

FEBRUARY 15, 2017

“You want us to do what?” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. I have done it as well and have been at the front of the room when someone on my team has said this to me.

Customer Success 65

Customer Success Net Promoter Score Effort Score Customers 65

Genroe

FEBRUARY 15, 2017

I’ve created a free Excel spreadsheet with the NPS calculation already included. Download the NPS spreadsheet In this post we will calculate Net Promoter Score in Excel using the COUNTIF function. Before we do that let’s have a quick review of the formula for NPS. Calculating Net Promoter Score in Excel NPS is calculated using […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe.

Net Promoter Score 58

Net Promoter Score NPS How To 58

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

Maz Iqbal

FEBRUARY 15, 2017

I’ve read many times that something like 70% of CRM initiatives fail to deliver the goods? What about CX. marketing automation, and digital transformation initiatives? I don’t remember reading any statistics on the success / failure of these. Yet, I have been involved in these areas. My experience is that the process tends to be … Continue reading "Want to Make a Success of Your CRM/CX/Digital Initiative?

CRM 48

CRM Marketing Loyalty Leadership 48

Topdown

FEBRUARY 15, 2017

Writing for Forbes, customer experience expert Shep Hyken ( @hyken ) gives us Three Ways to Create an Engaging Customer Experience That Drives Sales. Hyken advises, “No matter what type of business you’re in, if you want to take your customer service and experience to another level, take a few lessons from retail and hospitality.” Specifically, he’s talking about how many successful retailers, restaurateurs and hoteliers increase their sales by creating an engaging customer experience through th

Sales 48

Sales Customer Experience Hospitality How To 48

Helen Dewdney

FEBRUARY 15, 2017

Hi. If you have come here from seeing me on the telly box or heard me on the radio today here are some links you might like to help you complain effectively. Top 20 Tips on complaining effectively. All you need to know about complaining to telecom providers (this is a post with links to various posts helping you with any issues you may have with telecoms so a lot of links!

Consumers 56

Consumers Tips How To 56

Confirmit

FEBRUARY 15, 2017

The Internet of Things (IoT), the network of physical objects that contain embedded technology to communicate and sense or interact with their internal states or the external environment, has quickly become a hot topic for 21st century businesses and Market Research businesses in particular. In this webinar, Miguel Ramos, Product Marketing Manager, Confirmit discussed and answered questions, such as: what is the state of the Internet of Things (IoT) and how will it evolve in the coming years?

Marketing 49

Marketing Communication Interaction Technology 49

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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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ForeSee

FEBRUARY 15, 2017

We hear it all the time: Today’s CX leaders are constantly looking for better insights to make increasingly complex business decisions. And while Voice of Customer programs are powerful, many. The post ForeSee Priority Index: A powerful tool for prioritizing your CX improvements appeared first on ForeSee.

Tools 40

Tools Voice of Customer Customers 40

Confirmit

FEBRUARY 15, 2017

Based upon the learnings of 20 years’ experience, FastTrack combines the best practices we’ve gleaned from over the years with the ability to have you up and running very quickly. A dedicated Voice of the Customer solution built for purpose around the contact center, FastTrack enables rapid response to customer concerns while informing management decisions at a strategic level.

Contact Center 40

Contact Center Metrics Customer Experience Management 40

Genroe

FEBRUARY 15, 2017

I’ve created a free Excel spreadsheet with the NPS calculation already included. Download the NPS spreadsheet In this post we will calculate Net Promoter Score in Excel using the COUNTIF function. Before we do that let’s have a quick review of the formula for NPS. Calculating Net Promoter Score NPS is calculated using the responses […]. The post How to Calculate Net Promoter Score in Excel, with Downloadable Spreadsheet appeared first on Genroe.

Net Promoter Score 40

Net Promoter Score NPS How To 40

Talkdesk

FEBRUARY 15, 2017

As part of our February 2017 product release, we’re thrilled to announce that Callbar can now provide computer telephony integration (CTI) with any integration available in Talkdesk! This update will provide many benefits that were previously only available to users of our major integrations such as Salesforce and Zendesk. Read on to learn more about this exciting release.

CRM 40

CRM Knowledge Base Call Center Software 40

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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

Retail

The DiJulius Group

FEBRUARY 15, 2017

Are You Reacting, Predicting Or Dictating Consumer Behavior? Reacting = Road kill Predicting = Passenger/hitchhiker Dictating = Driver Forget about 2017, to guarantee growth and survival, you better be working on what your 2022 Customer Experience model will evolve to. If you haven’t started working on the innovation of your future experience, you are […].

Consumers 40

Consumers Innovation Customer Experience Training 40

Verint

FEBRUARY 15, 2017

We hear a lot today about employee engagement. But according to the Hay Group, “ engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to performance.

Employee Engagement 32

Employee Engagement Engagement Groups Measurement 32

Eptica

FEBRUARY 15, 2017

Date: Wednesday, February 15, 2017 Why the future of digital CX requires the death of the ticket. Published on: February 15, 2017. Author: Steve Nattress When companies began using digital channels for customer service , they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner.

Knowledge Base 51

Knowledge Base Social Media Consumers B2B 51

Provide Support

FEBRUARY 15, 2017

We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? In fact, prior to the dawn of the 20th century, this is exactly how things used to work!

Infographics 57

Infographics Customer Service Trends Social Media 57

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers