Alida

OCTOBER 28, 2016

The success of online communities is all about having the right people. Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. A strategic approach to recruitment ensures your community has the right members, which helps your company get long-term value. At the 2016 Customer Intelligence Summit , three veteran research professionals revealed how, with the right strategy in place, recruiting customers, emp

Healthcare 168

Healthcare Social Media Exercises ROI 168

ijgolding

OCTOBER 28, 2016

When you run a business, there are always many growth strategies likely to be going through your head at any time, from marketing and sales ideas, through to increasing productivit y, adding new team members, or creating or sourcing more of the products or services your customers want. However, one area that many entrepreneurs don’t spend enough time on each month is thinking about how to convert more leads, and how to provide an excellent customer experience time and again.

Social Media 166

Social Media Groups Hospitality Advertising 166

NICE inContact

OCTOBER 28, 2016

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision. Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. amassed a large installed base of both larg

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Amity

OCTOBER 28, 2016

After spending 8 years trying to find a fulfilling career, going from Engineer to Sales Rep, with a bit of Marketing in between, Nils Vinje finally had his “Aha!” moment with Customer Success. He first started as a Customer Success Manager and progressed to Manager, Director, and finally VP of Customer Success in less than 2.5 years. The thing is, Nils wasn’t just in the right place at the right time, so he knows very well what obstacles stand in the way of professionals trying

Customer Success 83

Customer Success Course Sales Customers 83

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Communication

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts

Sales 68

Sales e-support Contact Center Abandon Rate 68

Touchpoint Dashboard

OCTOBER 28, 2016

CX practitioners have hit a crossroad in their CEM strategy. The path they were recently on focused on aligning action plans to the voice of customer (VOC) drivers of loyalty. After all, that’s what we’ve all been taught, right? Then along comes journey mapping. It’s supposed to give us context into how the customer’s intentions […]. The post The Prioritization Methods to Overcome Journey Mapping Madness appeared first on Touchpoint Dashboard.

Customer Journeys 40

Customer Journeys CEM Touchpoint Voice of Customer 40

Natalie Petouhof

OCTOBER 28, 2016

Tweet The reason we at Constellation Research created the SuperNova Awards is because we know advancing the adoption of disruptive technology is not easy. Technology adoption faces resistance from budget constraints, hurdles to adoption, and myopia. All the finalists here today have successfully implemented technologies that will lead their organizations into the future.

Customer Experience 40

Customer Experience Hotels Healthcare Technology 40

CSM Magazine

OCTOBER 28, 2016

Leadership capacity is more than simply skill development; it’s about performance, growth, transformation and change. Let’s define leadership as; “Leadership Capacity is the skilful use of leadership attributes for the growth and development of ourselves, our colleagues and our organization”. Great leaders not only understand how to engage and inspire their teams to get the best results — they understand the need to create participatory and collaborative processes that develop the abilitie

Leadership 40

Leadership Competitive Advantage Innovation Sports 40

dscout People Nerds

OCTOBER 28, 2016

The do’s and don’ts of prodding research participants in your projects.

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ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. I believe a negative review, like any complaint, is an opportunity to show how good you are. – Shep Hyken. Ever wondered what the impact of a negative review is? You’re almost ready to buy.

Omni-Channel 104

Omni-Channel Poor Customer Service Contact Center Consumers 104

dscout People Nerds

OCTOBER 28, 2016

The principal user researcher at Change.org describes her dscout experience.

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