Informedy

Transform Customers to Brand Ambassadors

Informedy

CUSTOMER CHURN MAY BE COSTING YOUR BUSINESS MORE THAN YOU KNOW

Delivering Strong CX through Employee Engagement

Informedy

You’re at the end of a 17-hour round-trip travel day, hunger rumbling and thoughts of a steak dinner dancing in your mind. You jokingly tweet to your favourite steakhouse, “Hey, can you meet me at the airport when I land in two hours?” Imagine your delight when you’re met by a tuxedo-wearing team member from the steakhouse who brings you a 24 oz steak and all the extras – free! customer experience customer relationships

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If You’re Not Thinking Mobile First, Your CX Strategy is Probably Failing

Informedy

Mobile phones are ubiquitous. Carrying a mobile phone in 2018 is much like carrying a wallet in 1950 – everyone has one. More than 1.5 billion smartphones were sold last year, and if laid end-to-end would circle the globe five times. Lightweight smartphones – about 250 grams (8 ounces) – are more powerful than the Apollo 11 Lunar module and operate like mini satellites. Consumers touch their phones more than 2600 times …every day. cx post-purchase experience mobile

Don’t Be “That” Company – Eliminate Poor Post Purchase Experiences

Informedy

From the post-purchase experience ‘what-not-to-do’ file: customer experience

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Top CX Trends to Expect in 2018

Informedy

What did 2017 Teach Us about CX? Post-purchase interactions with customers took the spotlight in 2017 and remain a priority to manage in 2018. Research conducted by leaders like IBM and Euromonitor identified the power of positive post-purchase engagements. cx post-purchase experience

Three Ways the Customer Experience has Changed and One Way it Hasn't

Informedy

Top Challenges with Capturing Post Purchase Customer Data

Informedy

If 2017 was ‘The Year of Engagement’, then 2018 may be ‘The Year of Personalized Interaction’. Companies stepped up last year to understand consumer behavior, measure more than just ‘clicks’ and focus on the consumers most highly engaged (and most profitable). With progress made on achieving growth through customer acquisition, commercial organizations today are now seeking ways to move beyond engagement and first purchase

Customer-Centric Experience (CCX) redefining Customer Experience (CX)

Informedy

We live in a n era where customers are empowered. They are empowered to do their own research, share their opinions, make their own choices and shop competitively. They are constantly evaluating you based on your products, reputation, competitors, and service. To attract and keep their business, you must be attentive to their needs and provide them with an exceptional customer experience

Siloed Customer Experience

Informedy

We now have more than enough evidence that the customer experience (CX) should be the primary focus of organizations both big and small. Whether it’s the lifetime value that your customer represents, the costs associated with an unhappy customer, or just the difficulty and expense associated with finding new customers who will engage your brand’s products or services, it is widely understood how critical your CX is to the health of the business.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Why Informedy is right for your business

Informedy

Informedy is a platform which has an ability to significantly enhance your customer’s post-purchase experience. Traditionally, the customer experience drops off dramatically post-purchase as consumers are left with traditional paper based support material and antiquated communication methods. But a customer’s journey doesn’t end when they purchase the product and neither should your support.

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

How to Disrupt Your Competition

ShepHyken

How To 593

Innovation Lessons from the Miracle Mets of 1969: Part 2 of 3

MaritzCX

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago The New York Mets of 1969 Even if you’re not a baseball fan, the magical tale of the Miracle Mets of 1969 is captivating. It’s one of those, “you’d never believe it if it didn’t actually happen” stories that.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

How To 195

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

How emotions influence education

Experience Investigators by 360Connext

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike.

3 Best Practices for Creating Dashboards That Tell a Dynamic Story

MaritzCX

Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder.

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

How to Start Improving CX in the Real World

Experience Investigators by 360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

How To 570

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

ROI 332

The Importance of Onboarding in the Automotive Industry: Part 1

MaritzCX

The Automotive Employee Journey Let’s start with some good news. According to Tinypulse.com, 91% of employees are retained by an organization with an effective onboarding process and 69% of new hires are likely to stay for three years if there is a well-structured onboarding programme in place.

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Announcing our Best-In-Class Glossary of Contact Center Terms

NICE inContact

To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary! Call Center Best Practices Contact Center Trends & Insights

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to Use Surveys to Land More Business Leads

GetFeedback

Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

Survey 303

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

How to Use Customer Insight to Drive Business Growth

Vision Critical

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky.

Ask NPS Questions Using a Storytelling Approach

GetFeedback

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling.

NPS 329

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.