NetBase
DECEMBER 17, 2018
No one can tell the story of your brand better than your customers – and that’s true for us as well. At our recent NetBase LIVE LA conference, Jessica Williams , Global Innovation Marketing & Analytics Leader for Visa shared how NetBase supports their storytelling efforts in reaching various audiences. Social Intelligence for Audience Segmentation.
Experience Matters
DECEMBER 21, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics.
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GetFeedback
DECEMBER 21, 2018
Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.
Vonage
DECEMBER 18, 2018
Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.
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.
InMoment XI
DECEMBER 19, 2018
“CX is More Than Just a Program, It’s a Way of Operating.” At Reliant, the focus is not just to be the best at energy, but to also stand out as a champion of customer service. Hear how they have improved their NPS scores 150% by differentiating the way consumers can interact with their energy. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 17, 2018
Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.
Lumoa
DECEMBER 16, 2018
Net Promoter Score in the eyes of a marketer. We had a discussion with Bill Macaitis, a man behind Slack, Zendesk and Salesforce marketing about what NPS surveys can bring to your company.
Kristina Evey
DECEMBER 18, 2018
Some of the biggest drivers of job satisfaction and employee retention are purpose and impact. Compensation only pays a role … Read More Employee Engagement Increases With Understanding Purpose and Impact. The post Employee Engagement Increases With Understanding Purpose and Impact appeared first on Kristina Evey.
BlueOcean
DECEMBER 18, 2018
You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment
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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.
C3Centricity
DECEMBER 17, 2018
This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. I therefore wanted to share my answers to the question in the hope of being of help to businesses large or small. First let me say that if you’re struggling to grow, then you’re not alone!
IntouchInsight
DECEMBER 17, 2018
Watch now! A 1 minute and 20 second overview of what your business can gain from implementing a mystery shopping program at all of your locations.
Customer Bliss
DECEMBER 18, 2018
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
GetFeedback
DECEMBER 18, 2018
With Automated Email you can create engaging one-touch email surveys that are sent directly at specific points in the customer journey.
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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.
Kristina Evey
DECEMBER 18, 2018
Ensuring staff understand how they impact the overall CX is the focus of today’s episode. Areas covered are… Culture Interviewing … Read More Episode 32 – Make Sure Staff Knows Their Place… of Impact! The post Episode 32 – Make Sure Staff Knows Their Place… of Impact! appeared first on Kristina Evey. Ensuring staff understand how they impact the overall CX is the focus of today’s episode.
BlueOcean
DECEMBER 17, 2018
Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to higher call volume in the contact center.
Customer Bliss
DECEMBER 20, 2018
“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.
Horizon CX
DECEMBER 19, 2018
While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. According to research by Bain & Company, 80% of organizations believe they provide a superior service experience, but only 8% of their customers described their experience as superior.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Kayako
DECEMBER 20, 2018
eCommerce is probably the field with the most key performance indicators ( KPIs ) to track. Though you can optimize your online business as much as you want, none of that will matter if you’re not keeping track of your goal posts and data. Ideally, you should choose and monitor your KPIs based on your niche and business goals. Certain KPIs might be relevant for you while others may not, depending on what you’re trying to measure and accomplish.
GetFeedback
DECEMBER 17, 2018
Three ingredients to create the perfect customer survey and improve customer service and overall experience.
NICE inContact
DECEMBER 17, 2018
At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. CX is the yardstick by which every customer judges their relationship with your business. Poor customer experience threatens recurring revenue and customer loyalty, while consistently high quality experiences can transform lukewarm customers into full-blown brand advocates.
Beyond Philosophy
DECEMBER 17, 2018
Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.
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.
ShepHyken
DECEMBER 20, 2018
Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.
kommunicate
DECEMBER 18, 2018
Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. The three-pronged spear – AI, NLP, and ML [.]. The post 13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents appeared first on Kommunicate Blog.
Retently
DECEMBER 20, 2018
Potential customers often ask us — “what makes Retently better than the competition?”. This is something we think about a lot. After all, answering this question well leads to acquiring new business, while responding poorly sends potential customers fleeing for whichever competitor they’re comparing us to. Comparing Retently to the competition is quite a challenge.
Beyond Philosophy
DECEMBER 20, 2018
How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure. However, participants at a study at Vanderbilt University do. The participants typed from 72 to 94 words a minute.
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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,
ShepHyken
DECEMBER 19, 2018
Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.
TechSee
DECEMBER 19, 2018
With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular. While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Successful onboarding of new smart devices is dependent on the consumer to choose the right location for the device, to connect correctly to the current infra
OpinionLab
DECEMBER 17, 2018
The market we made. 1999 was a seminal year for the web. Y2K established the need for more agile approaches to coding. Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options. And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital cha
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