Service Strategies

Customer Experience in Field Service – On Demand Webinar

Service Strategies

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

Measuring the Customer Experience

Service Strategies

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. The post Measuring the Customer Experience appeared first on Service Strategies. Articles Blog customer experience Customer Experience Management Customer Loyalty

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Thee Tips To Improve Client Retention 

Service Strategies

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. The post Thee Tips To Improve Client Retention appeared first on Service Strategies. Blog Customer Experience Management Customer Loyalty Customer Success Trusted Advisor

Fact of Fiction – Has Service Improved Over the Last Thirty Years?

Service Strategies

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.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Webinar – From Frontline Staff to Brilliant Customer Success Team

Service Strategies

For the customer to have the necessary brilliant experiences that lead to customer success, your frontline personnel have to perform brilliantly as part of the customer success team. The post Webinar – From Frontline Staff to Brilliant Customer Success Team appeared first on Service Strategies. Customer Experience Management Customer Loyalty Customer Success

Brilliant Customer Success Webinar

Service Strategies

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 Experience Management Customer Loyalty Customer Success

Customer Success Tips for Top Performance – On Demand Webinar

Service Strategies

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.

Customer Success – On Demand Webinar

Service Strategies

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.

Service Transformation and the Internet of Things

Service Strategies

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.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Success, Failure and Disasters: Cisco Tests Tasks to Improve the Customer Experience

Service Strategies

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.

The scariest contact center digital transformation pitfalls to avoid

NICE inContact

If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier.

Technology is only the first step. Here are 5 secrets to building a customer-centric organization

NICE inContact

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach.

Three Tips for Sending the Perfect Email Survey Invitation

InMoment XI

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that.

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A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Job Seekers Must Remember This – Tip #35

Steve DiGioia

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them.

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Five Steps to a Successful, Anonymous Employee Experience Program

InMoment XI

People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. After all, your employees are the ones keeping the wheel running.

True Customer Loyalty Starts with The Basics: Which Of These Are You Missing?

InMoment XI

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty?

Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust

How To 499

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

3 Elements to Consider When Selling CX to Your Boardroom

InMoment XI

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization!

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Thinking About Employee & Customer Journey Mapping? 3 Reasons to Dive In

InMoment XI

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping.

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

Customer Experience: Your Superhighway To Business Success

Kerry Bodine

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Customer lifetime value

NICE inContact

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers. Customer Experience NICE CXone Contact Center Management

The Difference Between Customer Interactions and Customer Experiences

InMoment XI

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. I pondered the subject and brought it back to my colleagues.

The Science and Art of CX Goal Setting

InMoment XI

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider.

Fall ‘21 Product Release—Deeper AI, Analytics, and CXM Integrations

Alida

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX).

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

3 tips for successful customer data management

NICE inContact

Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey.

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A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment

InMoment XI

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand.

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Behind the scenes: Customer marketing helps our customers shine within their contact center

NICE inContact

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly.

Social customer service is key: Don’t leave your customers high and dry

NICE inContact

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less? Customer Experience

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How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

How Higher Education is Using AI Chatbots to Improve Student Engagement

Comm100

As higher education institutions look for new ways to engage their students, many are turning away from traditional phone support to invest in accessible and mobile-friendly technologies like live chat.