Alliance by IFS

JUNE 14, 2019

Customers and staff are arguably the two most important assets of any business. Your customers oil the wheels of revenue and profit. The Aberdeen State of Service 2019 Report names customer retention as one of the most important factors defining best-in-class field service organizations (FSOs). Your staff makes them turn.

Customer Experience 91

Customer Experience Management Customer Retention Social Media 91

Qualtrics

JUNE 11, 2019

Employee personas are becoming increasingly popular as organizations look to their HR teams to drive growth by designing employee experiences that improve engagement, productivity and retention. What is an employee persona? Why have employee personas? After all, no two employees are the same.

Customer Journeys 33

Customer Journeys Exercises Employee Experience Groups 33

ClientSuccess

JUNE 11, 2019

Do a quick job search on LinkedIn for “Customer Success” and you’ll find over 186,000 job opportunities across the globe. Customer success roles are popping up all over the place, and not just in the usual tech hubs such as Silicon Valley, London, New York, Dublin and Berlin. The Customer Success Job Spectrum.

Customer Success 40

Customer Success How To Software Customers 40

CSM Magazine

JUNE 14, 2019

Within smaller spend transactions, one of the key areas affected has been customer service. Employers and employees have had to adapt to this new norm, with instant payments having changed the fundamentals of how we interact during payment. With most customers carrying little or no cash whatsoever, attitudes to tipping have changed.

Customer Service 40

Customer Service Hospitality Tips Retail 40

Speaker: Vicki Brackett, Author and COO of Sinousia

The most important asset of any call center are the employees. To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. Understand what motivates your employees and capitalize on it. This can be hard to do.

Engagement

Qualtrics

JUNE 11, 2019

We all want happy customers. But how can you improve your customer experience ? Competition is fierce and if your company isn’t providing a valuable product while keeping customers satisfied, then you might be in trouble. Empowers the customer. It’s only natural to want to complain after having a bad experience.

Customer Satisfaction 35

Customer Satisfaction Feedback Social Media Customer Retention 35

Wootric CX Blog

JUNE 13, 2019

Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You’ve watched brands in a variety of industries revamp their customer-facing operations to improve the consumer’s experience. What is Customer Experience Enablement?

Customer Experience 69

Customer Experience Communication CEM Data 69

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. Employee engagement. Organizational empowerment.

Customer Experience

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Customers and prospective clients require real, passionate, and empathetic humans. The only sustainable way to get these human experiences is with employee engagement. Employee engagement requires great leadership. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.

Contact Center