Service Strategies

OCTOBER 4, 2018

On Demand Webinar. In this informative webinar featuring special guest Mark Brewer, Global Industry Director for Service at IFS, we discussed how to deliver a superior customer experience throughout the entire service lifecycle, without losing sight of your bottom line. The post Customer Experience in Field Service – On Demand Webinar appeared first on Service Strategies. Blog Recorded Webinars Customer Experience Management Field Service

Industry 50

Industry Strategy How To Customer Experience 50

Service Strategies

APRIL 24, 2018

Measuring customer experience based on the services your company provides requires that several types of survey instruments be used. It is very important to your overall business health and growth potential. Happy customers lead to more sales and more referrals.

Measurement 52

Measurement Survey Sales Strategy 52

Service Strategies

FEBRUARY 28, 2018

Customer retention and the cultivation of brand loyalty is a priority for all businesses regardless of size or industry. With a steady rise in customer acquisition costs, businesses need to invent and adopt a proactive role when it comes to retaining clients.

Customer Retention 52

Customer Retention Tips Industry Strategy 52

Service Strategies

SEPTEMBER 1, 2016

In this energetic webinar you and your team will gain a deeper understanding of the key issues and actions required to transition your organization to customer success. The post Brilliant Customer Success Webinar appeared first on Service Strategies.

Customer Success 52

Customer Success Strategy Customers Customer Experience 52

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

omnichannel

Service Strategies

JANUARY 23, 2017

On February 2, 1987, Time Magazine’s cover story was titled “Pul-eeze! Will Somebody Help Me? Frustrated American consumers wonder where the service went.” This article painted scenarios of how poor service delivery had become in a multitude of industries such as: banking, airlines, retail, automotive, home services and technology.

Automotive 40

Automotive Airlines Banking Retail 40

Service Strategies

NOVEMBER 3, 2016

In this on demand webcast, hosted by Service Strategies, on transitioning From Frontline Staff to Brilliant Customer Success Team you will gain insight into the key issues involved in developing a strong customer success team. Do you or your team touch the customer? If so, you will find your time well spent learning how to propel their performance forward. Check out this webcast.

Strategy 40

Strategy Customer Success How To Customer Experience Management 40

Service Strategies

SEPTEMBER 1, 2016

On demand webinar hosted by Service Strategies. In this session titled Customer Success - Transitioning Tips for Top Performance, you will gain a deeper understanding of the key issues, opportunities, and appropriate actions required to transition your organization to customer success. The post Customer Success Tips for Top Performance – On Demand Webinar appeared first on Service Strategies.

Strategy 40

Strategy Customer Success Tips Customer Experience Management 40

Service Strategies

MAY 25, 2016

On demand webinar hosted by Service Strategies. Whether a traditional product company or one that offers cloud-based subscriptions, suppliers that deliver customer success reap both higher profits and deeper loyalty than organizations that don’t. For organizations in complex, competitive environments, building customer success may not be an option, but a requirement…. The post Customer Success – On Demand Webinar appeared first on Service Strategies.

Customer Success 40

Customer Success Strategy Company Customers 40

Service Strategies

NOVEMBER 2, 2015

Presentation from the 2015 Service Industry Summit - The Internet of Things (IoT) and smart, connected products are rapidly transforming the entire manufacturing ecosystem. In the wake of this transformation OEM’s are presented with a shifting of value and differentiation to software, the cloud and service – spawning entirely new business models. The post Service Transformation and the Internet of Things appeared first on Service Strategies.

Software 40

Software Connections Strategy Tools 40

Advertiser: Skilljar

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Training

Service Strategies

NOVEMBER 2, 2015

Presentation from the 2015 Service Industry Summit - Cisco has been monitoring the performance of top tasks on its support website for more than 4 years. The Task Performance Indicator (TPI) is now a key metric that executives track because it’s an actionable metric for experience. In order to drive continuous improvement, Cisco has developed a multi-pronged strategic approach.

Strategy 40

Strategy Tools Metrics Industry 40

GetFeedback

AUGUST 14, 2019

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 Satisfaction 366

Customer Satisfaction Effort Score How To Survey 366

GetFeedback

AUGUST 30, 2019

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 302

Survey How To Entertainment Social Media 302

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

Travel 282

Travel Innovation Contact Center Technology 282

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.

Metrics

ShepHyken

SEPTEMBER 26, 2018

How To 558

How To Customer Service Strategies Automotive Competitive Advantage 558

IntouchInsight

SEPTEMBER 5, 2019

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance

Employee Experience 254

Employee Experience Customer Experience Connections How To 254

IntouchInsight

AUGUST 22, 2019

Your source for the best knowledge on collecting data to drive business improvements

Loyalty 271

Loyalty Feedback Data Customers 271

GetFeedback

JULY 19, 2019

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 310

ROI How To Touchpoint Hotels 310

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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.

Contact Center

MaritzCX

AUGUST 28, 2019

Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious.

Healthcare 364

Healthcare Consumers System Report 364

GetFeedback

AUGUST 14, 2019

“How was your day today?”—that that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next.

Customer Satisfaction 276

Customer Satisfaction Survey eBook Industry 276

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

Technology 291

Technology Multi-Channel Contact Center Customer Service 291

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple.

Metrics 270

Metrics How To Measurement Net Promoter Score 270

Advertiser: Skilljar

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.

How To

GetFeedback

JUNE 22, 2019

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 322

NPS Net Promoter Score Effort Score Survey 322

Kayako

JANUARY 17, 2018

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.

Customer Experience 560

Customer Experience Net Promoter Score NPS Touchpoint 560

MaritzCX

SEPTEMBER 4, 2019

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

Consumers 329

Consumers Innovation Loyalty Healthcare 329

NICE inContact

OCTOBER 16, 2018

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

Call Center 454

Call Center Customer Service Contact Center Trends 454

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

Customer Bliss

SEPTEMBER 4, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. “Thank you for watching this video.

Survey 229

Survey Video Feedback Engagement 229

MaritzCX

JULY 24, 2019

MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys.

Healthcare 414

Healthcare Industry Hospitality Survey 414

GetFeedback

MAY 9, 2019

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

Customer Experience 340

Customer Experience Metrics Net Promoter Score Touchpoint 340

GetFeedback

MAY 23, 2019

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 330

NPS Net Promoter Score Effort Score CEM 330

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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Customer Experience

Customer Bliss

SEPTEMBER 10, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Hotels 202

Hotels Chief Customer Officer Video Course 202