MyCustomer

OCTOBER 22, 2019

Simon Brennan, VP Europe, Engage Hub Envisage the future of retail and it’s currently hard to imagine anything other than purchases being.H 22nd Oct 2019. By Simon Brennan.

Consumers 40

Consumers Retail Engagement 40

iPerceptions

OCTOBER 22, 2019

More than 4 in 5 of brands now expect to compete based on the Customer Experience (CX), according to Gartner. The need to measure the CX has never been greater. But what makes for a successful CX measurement program?

Measurement 63

Measurement Customer Experience Customers Brands 63

SMG CX

OCTOBER 24, 2019

In a world where customers are putting a premium on convenience and customization, the brands that come out on top are those that deliver a seamless cross-channel experience. But winning companies aren’t necessarily the ones investing in the fanciest, most expensive technology. There are ways to meet modern consumer expectations without spending thousands.

Customer Experience 40

Customer Experience Meeting Consumers Technology 40

McorpCX

OCTOBER 24, 2019

The Importance of Measuring the Customer Experience. In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many organizations are taking important steps to deliver on the promise of CX, they’re also challenged with measuring customer experience and tracking the value of CX and how it drives business results.

Metrics 45

Metrics Net Promoter Score Analytics Customer Experience 45

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.

Data

Beyond Philosophy

OCTOBER 25, 2019

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

Hotels 104

Hotels Travel Hospitality Consulting 104

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

BlueOcean

OCTOBER 23, 2019

Cost Factors in Major Urban Centers . In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Economists have several arguments as to why different cities and countries are more expensive than others.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

CSM Magazine

OCTOBER 23, 2019

You may have heard the term ‘Customer Discovery’ recently. In this article we explain exactly what ‘Customer Discovery’ is and how it can be used effectively by startups in the product development process. What is Customer Discovery? Authors Eric Ries and Steve Blank first wrote about the importance of Customer Discovery as part of the “Lean Startup” methodology.

Customer Journeys 40

Customer Journeys Customers Marketing Customer Experience 40

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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

ShepHyken

OCTOBER 23, 2019

Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. The TV went on, but there was no cable or Internet signal. There was an outage. Obviously, the cable company didn’t do this on purpose.

Hotels 99

Hotels Conference Customer Service Training Meeting 99

Totango

OCTOBER 22, 2019

Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life. And loyal customers are incredibly valuable, as they often spread positive word-of-mouth about your company and help secure future revenue.

Customer Journeys 49

Customer Journeys Strategy Examples Tips 49

ChurnZero

OCTOBER 25, 2019

Q&A: Rethinking Customer Onboarding to Accelerate Success. . Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself.

Customer Success 49

Customer Success System Customers Software 49

Perceptive

OCTOBER 23, 2019

Employee experience (EX) has become something of a ‘magic bullet’ for a lot of businesses. It feels like there are few positive outcomes that it hasn’t been linked to: better revenue, better engagement, better customer experience; better everything really.

Employee Experience 40

Employee Experience Engagement Customer Experience Customers 40

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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

Gainsight

OCTOBER 23, 2019

If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.”. Inbound marketing was the concept upon which we founded HubSpot: that outbound, interruption-based marketing was going extinct, and instead of interrupting people to get their attention, you needed to start attracting an engaged audience to grow bigger and better.

Customer Success 55

Customer Success Self Service Customers Knowledge Base 55

InMoment XI

OCTOBER 24, 2019

Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling. The Theory of Emotional Connections Service industry companies are always talking about how customer-focused they are and about wanting to build relationships with customers. This is easier said than done.

Connections 200

Connections Customer relationships Employee Experience Measurement 200

Strikedeck

OCTOBER 22, 2019

Tom Sweeny talks about the fundamental steps required to make your customers successful.

Customer Success 45

Customer Success Customers Customer Engagement Engagement 45

kommunicate

OCTOBER 21, 2019

In business, it doesn’t matter what products or services you are providing, as long as it is what the customer wants. Customers are and always will be the number one asset of any company. For this reason, it is essential to have a team that works with your customers in mind. To ensure this is [.]. The post 5 Steps to Building a Strong Customer Success Team appeared first on Kommunicate Blog.

Customer Success 40

Customer Success Customers Company 40

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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?

Customer Experience

NetBase

OCTOBER 22, 2019

Kim Kardashian West’s SKIMS were initially envisioned as Kimono, but the brand confusion – and cultural appropriation concerns – led the mega-star down a different path. One that social analytics helps brands identify the first time around, to avoid this sort of confusion and its corresponding price tag! Kimono, Oh No. Kim, who is fond of naming things using a play on her famous moniker (think: Kimoji and KKW Beauty ), worked for a year to create the name for her newest line of “solution wear.

Analytics 40

Analytics Brands Social Media Multi-Channel 40

Lumoa

OCTOBER 21, 2019

Employee Experience 422

Employee Experience Customer Experience Customers 422

Kristina Evey

OCTOBER 22, 2019

Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey.

Chief Customer Officer 277

Chief Customer Officer Employee Experience Customers Leadership 277

QuestionPro Audience

OCTOBER 24, 2019

“Time is money.” – Benjamin Franklin. When it comes to market research, time is of the essence as it helps to provide a distinct direction and lays the roadmap to quick decision making. The faster that decisions are made, the quicker can organizations adjust, realign and grow according to today’s fast-changing world. QuestionPro understands this and knows the importance of time in our client’s lives.

Roadmap 231

Roadmap Marketing 231

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

CloudCherry

OCTOBER 23, 2019

Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. Kaye Chapman is the Learning & Development Manager at Comm100 , an internationally-experience writer and trainer, a Contact Centers Specialist, and this week’s honored guest.

Customer Service 225

Customer Service Contact Center Customers Customer relationships 225

InMoment XI

OCTOBER 25, 2019

Click here to read the first part of this series, and here for the second part. Overcome Challenges with an All-inclusive, Results-driven Approach In this blog series, I have outlined four essential practices for improving experiences in a patient-as-consumer world. Today’s blog will focus on overcoming the challenges outlined in part 2 of this series, with an.

Consumers 200

Consumers Healthcare 200

GetFeedback

OCTOBER 21, 2019

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.

Customer Experience Management 195

Customer Experience Management Strategy Customer Experience Management 195

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center.

Contact Center 121

Contact Center Analytics Call Center NPS 121

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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

Kristina Evey

OCTOBER 22, 2019

Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a … Read More Episode 69 – Conversation with Sarah Toms. The post Episode 69 – Conversation with Sarah Toms appeared first on Kristina Evey.

Interaction 120

Interaction Culture Leadership 120

InMoment XI

OCTOBER 22, 2019

Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s the only way to be successful over the long term,” said Chase CEO and Business Roundtable Chairman, Jamie Dimon. This consensus among business leaders is further.

Employee Engagement 200

Employee Engagement Engagement Customer Experience Customers 200

GetFeedback

OCTOBER 21, 2019

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.

Customer Experience Management 150

Customer Experience Management Strategy Customer Experience Management 150