Wed.Sep 07, 2016

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Are You Talking Yourself Out of Innovating?

Experience Investigators by 360Connext

Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. And then I remember some of […].

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The Apple Store Will Be No More!

Beyond Philosophy

Apple is changing. They are paying loads more taxes in Ireland. The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Moreover, the Apple Store is no more! Wait, what? You read that right. In late August, Apple announced that the word “store” would be removed from the name of its retail locations. Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7.

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Sometimes It’s Okay to Ask a Customer to Repeat the Story

ShepHyken

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle. For example, getting transferred from one customer service representative to the next and having to repeat the issue.

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Inside Customer Success: HubSpot

Amity

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years. Can you give us a brief overview of Customer Success at HubSpot, and of your responsibilities?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

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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CMSWiRE: Building Your MarTech, Digital Experience Technology Stack

Topdown

Recently, I was invited by CMSWiRE to join a group of industry experts for a Tweet Jam on the topic of building your MarTech and DX stack. We explored the dilemma businesses face when building out their digital marketing and digital customer experience capabilities: building today what you’ll need for tomorrow. It’s a tough challenge, given that today's mercurial consumers shift channels, loyalties, and expectations at the swipe of a finger, making it ever-more difficult to predict future DX tec

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How to Increase Customer Referrals Today

CSM Magazine

According to a new report from NewVoiceMedia, businesses lose $62 billion per year because of poor customer service. In addition, almost 50 percent of the surveyed respondents across the United States said they switched to a different business as a result of poor customer service. When it comes to treating clients well then, it’s easy to see that many ventures continue to drop the ball year after year.

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That Time When the McDonald’s Happy Meal Didn’t Make My Daughter Happy

Myra Golden

Me and Lauren when she was 6 years old. When my daughter was 4 years old McDonald’s was her favorite place to eat out. We always got her the Happy Meal with chicken McNuggets. To this day she’s still not a “burger” person. One afternoon we stopped at McDonald’s on the way home from pre-school. I placed Lauren’s usual Happy Meal order through the drive-thru speaker.

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What You Need To Know About First, Second and Third Party Data

iPerceptions

Getting your hands on the right data to create effective and precise audience segments is tough.

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Google’s ‘Shop the Look’ Tries to Declutter Mobile Shopping

Think Customers

Earlier this week, Google unveiled its latest effort to help retailers boost sales through mobile devices. On Tuesday, Google introduced a “Shop the Look” program that lets smartphone users purchase apparel and other products through the images that appear in response to search terms. The program, which is powered by partnerships with sites like Curalate, LIKEtoKnow.it, and Polyvore, pulls images and links to products from blogs, social posts, and retail sites.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Google UX researcher Sara Cambridge

dscout People Nerds

A People Nerds interview with Sara Cambridge.

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How Increasing Customer Effort Scores (CES) Can Create Lasting Loyalty

Talkdesk

Surprising and delighting customers is a fantastic way to increase customer loyalty, and outshine competitors. What do customers know they want consistently from your call center team? They crave an easy and quick way to resolve issues. That let’s-get-this-over-with-and-we-can-remain-friends vibe? That’s what Customer Effort Score, or CES, is all about and routinely positive CES scores can create loyalty that is just as lasting.

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Advanced Techniques for Writing Avaya Breeze Snap-ins Using Engagement Designer — Part Two

Avaya

Welcome to the second in my series of videos addressing some of the more advanced Avaya Breeze ™ techniques. In part one , I showed you how to catch and process errors inside a Breeze Snap-in. Here in Part Two, I discuss Breeze Connectors and how they are used to extend the communications capabilities of Avaya Aura ®. Specifically, I present the WebText SMS Text Connector.

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Strategy Drives Structure

Brad Cleveland Blog

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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The importance of understanding language in customer service

Eptica

Date: Wednesday, September 7, 2016 The importance of understanding language in customer service. Published on: September 07, 2016. Author: Chris Eideh People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control , including the flipper, the changer and even the doofangle.

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Strategy Drives Structure

Brad Cleveland Blog

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.