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

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

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

How to Disrupt Your Competition

ShepHyken

How To 586

Call Centers are the Front Line of Customer Service

inContact

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

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

The VMware Culture Journey to Inspire Customer Centricity

MaritzCX

VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.”

40 Customer Retention Statistics You Need to Know

GetFeedback

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.

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.

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

How to Write Self-Service Support Material

GetFeedback

When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.

How To 227

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.

Job Satisfaction Surveys: 2 Templates for You to Use

GetFeedback

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

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CX Q&A with Diane Magers & Ben London of Experience Catalysts

Centriam Customer Experience Lab

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How to Start Improving CX in the Real World

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 569

Customer Voice is More Important Than Ever—Here’s Why

GetFeedback

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.

What to Learn from the Best Customer Experience Companies in 2019

Lumoa

There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work. Feed generated with FetchRSS

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

Quick, how many services or memberships do you subscribe to? Twenty?

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Hear Your Customers Tell Their Stories

MaritzCX

Engaging Customers with Video Many brands are now choosing to tell their stories through video, and it’s not surprising to see why. 90% of customers say video helps them make buying decisions and 64% of customers say that seeing a video makes them more likely to buy (Forbes).

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Even the Police Can Get it Right! Adopting a Customer First Strategy

C3Centricity

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain.

How to Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.

Follow the CX Tea Leaves

MaritzCX

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan.

The Rise of the Customer Marketer

From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).

Top 10 Tips for Gathering Event Attendee Feedback

GetFeedback

Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives.

Tips 272