Customer Bliss

FEBRUARY 16, 2017

“Internal stakeholders” refers to employees. A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers and potentially investors. There is nothing wrong with that approach, per se. You obviously want to pay a lot of attention to the people who buy your product/service (customers) and the people who help you have money to do it better (investors, if you have any).

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Vonage

FEBRUARY 16, 2017

Who are the right employees to hire for customer-facing positions? You’ll be most successful if you select your customer-facing team based on the following psychological traits , even before you start thinking about the specific skill set you’re looking for. The crucial customer-centric traits are contained in my acronym “WETCO.” (Goofy but effective suggestion: You’ll never forget this if you picture a wet dog standing outside the PETCO superstore.).

e-support 136

e-support Banking Course Customer Centricity 136

Experience Investigators by 360Connext

FEBRUARY 16, 2017

Most organizations used to lump customers into 2 simple categories: New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we’re doing! And what about “the rest of them?” They’re all getting automatically e-charged and they seem happy because they’re not complaining.

Engagement 140

Engagement Consulting Customers Customer Experience 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

CX Journey

FEBRUARY 16, 2017

Image courtesy of jackbonner Today I'm pleased to share a guest post by Paul Laughlin. Two books I enjoyed over the Christmas period have prompted me to reflect on being a Mindful Leader. By that slightly odd term I mean a leader making use of mindfulness principles to improve their effectiveness. The two books I referenced are: Mindfulness and Christian Spirituality by Tim Stead and Contact and Context: New Directions in Gestalt Coaching by Ty Francis & Malcolm Parlett.

Analysis 143

Analysis Customer Insights Study Meeting 143

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Magellan Solutions

FEBRUARY 16, 2017

Generally speaking, transcription is the process of converting audio or video into text. Though it sounds simple, it can be a tedious and time-consuming process, especially when it comes to transcribing hours-long files. Low quality audio and video can also be challenging to convert to text, particularly if you’re not used to the process. And yet transcribed texts are valuable to organizations – they serve as a form of documentation, and they ensure accuracy and efficiency.

Video 56

Video Conference Analytics Consumers 56

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Promoter.io

FEBRUARY 16, 2017

SaaS (Software as a Service) companies live and die by the metrics they keep. CAC, CLV, MRR, ARR, ARPU … and the list goes on. If you’re not a SaaS company, it’s likely that these abbreviations mean nothing to you. But for SaaS companies, these terms are as meaningful as LOL and YOLO are to […]. The post Deconstructing a SaaS Customer Survey From ProfitWell: What Went Wrong appeared first on Promoter.io Blog.

Survey 54

Survey Metrics Software Customers 54

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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

CSM Magazine

FEBRUARY 16, 2017

In the world of customers service, there are three little words you never want to hear your customers say. Dr. Dennis Rosen reveals what they are and how you can avoid them. You can probably put together a lot of three-word phrases you would rather not hear from your customers. Words like, “Lower your prices,” or “I want a refund” (I fudged a little on that one).

Policies 49

Policies Entertainment Culture Customers 49

Confirmit

FEBRUARY 16, 2017

Earlier this week we announced the winners of our 20 Young Market Researchers awards. This is the first time we’ve run such a program and it was fabulous to see the level of excitement and enthusiasm of our winners. One of our judges, Jon Puleston, Vice President of Innovation at Lightspeed commented on the judging process and summed it up rather nicely: "Judging these awards was a fascinating experience.

Marketing 40

Marketing Innovation Groups Industry 40

ForeSee

FEBRUARY 16, 2017

A version of this article originally appeared on LinkedIn. Every year ForeSee hosts an amazing customer experience (CX) event, Connect: The ForeSee Summit. And, every year we also have amazing. The post 5 tips for gaining approval to attend ForeSee Summit appeared first on ForeSee.

Tips 40

Tips Connections Customer Experience Customers 40

Talkdesk

FEBRUARY 16, 2017

Choosing a call center software solution is a big decision. Every company wants to offer outstanding experiences during sales and service conversations and the right call center software is a huge part of that strategy. Sometimes companies make the right decision the first time and sometimes they have to re-evaluate their choice and go in another direction.

Call Center 40

Call Center Software Self Service Call Recording 40

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Tips

CSM Magazine

FEBRUARY 16, 2017

A leader is best when people barely know he exists, when his work is done, his aim fulfilled, they will say: we did it ourselves. ~ Lao Tzu. Most people understand there is a difference between managers and leaders. However, when asked specifically what those differences are, it becomes a discussion of qualitative, ethereal qualities, often centering on “Managers are trained; leaders are born.

Leadership 40

Leadership Management How To Training 40

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I … Continue reading → The post Social Customer Care: Listen, Learn, and Dialogue appeared first on Brad Cleveland.

Customer Care 26

Customer Care Customers Multi-Channel Social Media 26

Verint

FEBRUARY 16, 2017

How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences.

Omni-Channel 25

Omni-Channel Customer Centricity Strategy Engagement 25

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

Customer Care 21

Customer Care Customers Multi-Channel Social Media 21

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

Kayako

FEBRUARY 16, 2017

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

Customer Care 20

Customer Care Customers Multi-Channel Social Media 20

Bold360

FEBRUARY 16, 2017

We’ve all had those experiences where we walk into a store and can’t see a single member of staff. Maybe they are stacking shelves out of sight, or taking inventory in the back. Frustrated, you wander towards the front of the store, irritated by the idea they might be on their phone or not paying attention. Should you call out loud, or carry on looking?

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Michelli Experience

FEBRUARY 16, 2017

Infographics 223

Infographics Video Employee Engagement Customer Experience Design 223

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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

Influitive

FEBRUARY 16, 2017

In the hyper-competitive world of SaaS products, building relationships with your existing customers is just as important as acquiring new ones—if not more so, since your customers can easily jump from one product to the next if they aren’t satisfied. However, many B2B companies remain focused on aggressive sales tactics rather than creating a more.

Infographics 61

Infographics Marketing B2B Sales 61