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

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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.

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 Disrupt Your Competition

ShepHyken

How To 525

CSAT vs. NPS: Similarities and Differences

GetFeedback

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. .

NPS 212

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Get to Know Bruce Arnett: The CTO at MaritzCX

MaritzCX

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.”

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.

7 practical steps to build a data-driven CX program

Centriam Customer Experience Lab

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal.

Data 329

6 Ways Your Knowledge Base Can Improve Customer Experience

GetFeedback

There is no denying the fact that we live in an era of instant gratification. The immediate response that we get from tapping or scrolling on a gadget has transformed us into impatient beings who refuse to wait for anything.

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.

New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

Trends 260

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.

The What. The So What. The Now What. From Customer Experience Data to Outcomes.

IntouchInsight

CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes

Data 312

Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey

Kerry Bodine

The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Introducing Unforgettable: a CX Video Series from Oracle Customer Experience

ijgolding

If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer.

Video 276

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

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.

CX Professionals Talk About 3 Strategies to Drive Action

MaritzCX

At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Maintaining Survey Integrity with Digital Fingerprinting

MaritzCX

Surveys are a great way for customers to candidly share the story of their experiences. When used correctly, surveys can provide insight on where certain improvements can be made in order to promote retention and loyalty. But what happens when these surveys are hijacked?

Survey 260

Proving the Value of a CX Strategy to Your Executive Team

GetFeedback

Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors.

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.

Get to Know Bruce Arnett: The CTO at MartizCX

MaritzCX

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. Being a People Leader Bruce has over 20 years of experience in the software engineering domain and has all the qualities it takes to be a successful leader in software development.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department.

Tools 339