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

Advertiser: Interactions LLC

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 whitepaper to learn how important conversational AI is to your CX strategy.

Customer Satisfaction

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

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Software

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 Industry Metrics 40

ShepHyken

SEPTEMBER 26, 2018

How To 543

How To Automotive Customer Service Strategies Competitive Advantage 543

MaritzCX

MAY 6, 2019

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.”

Customer Experience 415

Customer Experience Customers 415

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 259

Customer Experience Metrics Net Promoter Score Touchpoint 259

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Data

GetFeedback

MAY 8, 2019

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 259

Trends Customer Service Customer Experience Survey 259

Centriam Customer Experience Lab

MARCH 28, 2019

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

Data Brands How To Strategy 329

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

GetFeedback

MAY 7, 2019

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.

Knowledge Base 256

Knowledge Base Customer Experience Training Software 256

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Measurement

IntouchInsight

APRIL 4, 2019

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

Data 312

Data Customer Experience Customers 312

MaritzCX

MAY 9, 2019

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.

Strategy 347

Strategy Interaction 347

Kerry Bodine

APRIL 28, 2019

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.

Customer Journeys 269

Customer Journeys Marketing Customer Centricity Trends 269

MaritzCX

MAY 6, 2019

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.

Software 353

Software 353

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

MAY 2, 2019

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.

Strategy 256

Strategy ROI Net Promoter Score eBook 256

ijgolding

APRIL 23, 2019

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 269

Video Customer Experience Training Communication 269

GetFeedback

FEBRUARY 15, 2019

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.

Strategy 344

Strategy Customer Experience Net Promoter Score Social Media 344

IntouchInsight

MAY 16, 2019

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience

Customer Experience 201

Customer Experience Customers 201

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Contact Center

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success.

Net Promoter Score 253

Net Promoter Score NPS Social Media Trends 253

Vision Critical

SEPTEMBER 26, 2018

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.

Customer Insights 427

Customer Insights How To ROI Marketing 427

Centriam Customer Experience Lab

FEBRUARY 14, 2019

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

Tools 339

Tools Customer Experience Management Technology 339

GetFeedback

DECEMBER 21, 2018

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.

Customer Retention 374

Customer Retention Net Promoter Score Survey NPS 374

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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.

Contact Center

Centriam Customer Experience Lab

MARCH 12, 2019

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.

Consulting 310

Consulting Employee Experience Customer Experience Strategy 310