New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here! Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadership

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Forward To New eBook on Customer Success

Kerry Bodine

This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships.

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Trending Sources

Unlock the Value of CX eBook: Thought Leadership Delivers Insights, Results and Value

MaritzCX

Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article

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eBook: 25 Tips for Amplifying Empathy

Experience Matters

That’s why we created this free eBook: 25 Tips for Amplifying Empathy. Download free eBook. The eBook discusses these tips from a wide variety of companies: The bottom line : Pick a few tips to replicate and amplify empathy in your organization. Happy CX Day 2014 !

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eBook: 15 Tips for Engaging Employees

Experience Matters

In honor of CX Day , Temkin Group is publishing a free eBook: 15 Tips for Engaging Employees. Here’s the executive summary: . It is impossible for an organization to deliver a great customer experience without an engaged workforce.

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Review: Micah Solomon’s new ebook: Culture Of Yes: Practices And Principles Of Great Hospitality

Bill Quiseng

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit.

CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More

CustomerGauge

eBooks] Measuring and Acting on Customer Feedback with Monetized Net Promoter We’re thrilled to have released not one, but two eBooks […]. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge.

[Free eBook] What's Driving Your Web Analytics?

iPerceptions

Today, every data driven organization lives and breathes web analytics, from page views to bounce rates to time on site. However, the reality is that web analytics only tells half the story. It can tell you what happened but it can’t tell you why it happened. Digital Marketing

Free eBook: 25 Tips For Tapping Into Customer Emotions

Experience Matters

As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Here’s the executive summary: Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […].

An Emotional View of a Customer’s Experience

MaritzCX

Editor’s note: This is a chapter from the ebook Unlocking the Value of CX. You can download the entire ebook here. In today’s day and age, where companies and consumers impact the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact. View Article

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It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One

Tricia Morris

Download this new eBook today to get expert suggestions on where your attention and budget should be focused in 2016: The post It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One appeared first on Parature.

The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not.

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5 Methodologies to Kick-Start Your CX Program

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge.

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What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

BlueOcean

Our latest eBook provides a look behind the scenes in HR and Workforce Management. Trusting an outsourced contact center with your brand takes more than a well-crafted RFP.

Engagement and Loyalty: How Employees Can Be Your Best Customer Advocates

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model.

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Is Omni-Channel the Unicorn of Modern CX?

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years.

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Building a CX Program for Business Success

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.

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The First Help.com Customer Service Ebook

Help.com

We put some quotes from our conversations into our first customer service ebook on the secrets of customer service excellence. Help.com Customer Service Ebook. Thoughts or questions about the ebook? The post The First Help.com Customer Service Ebook appeared first on Help.com Blog. We recently spoke with seven customer service leaders from HubSpot , Bonobos , Cater2.me , Volusion , Gazelle , Alert Logic , and Endurance about customer service.

Exploring Data-Driven Customer Science in The Context of Great Customer Experience

SurveyGizmo

Customer Experience Uncategorized customer experience CX ebookThe following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. I came across the term, “data-driven customer science” for the first time when I read it in an article that appears in the American Marketing Association.

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

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Delighting Without Asking: A Behavioral Science POV on Customer Experience

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. What did you think about this?

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Why winning on customer experience is the best strategy for retail banks (report)

ForeSee

Financial Services Research & CX Data banks ebooks Retail bankingThe retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. There’s also an influx in competition from financial-tech services, which has further disrupted.

Five Steps to Uncovering the Real Customer Experience Journey

MaritzCX

Download the free ebook here. This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. When I was growing up, a 50-cent, bottomless cup of coffee was the norm.

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Confirmit VoC for Business to Consumer eBook

Confirmit

In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base.

B2C 1

Confirmit VoC for Business to Consumer eBook

Confirmit

In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base.

B2C 1

What you need to know about the Consumer Rights Act 2015 digital content

Helen Dewdney

5) Replacement or repair is, generally, a first stage that must be gone through before any refund is payable if someone downloads an ebook for example and then insists on refund for any reason. The Consumer Rights Act 2015 comes into force on the 1st October 2015.

Customer Experience Survival Guide

CX Journey

Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? I''m excited to share details about a new ebook for which I wrote a chapter. Not sure where to turn? The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience.

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The 2017 Customer Experience Outlook

Kerry Bodine

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. I hope you’ll find the ideas in this eBook both useful and inspiring for the year ahead.

eBook 69

Amazon Publishing & Marketing: How To Do It Right - Frank Reactions

Tema Frank

Blog Canada Content Content Marketing Frank Reactions Podcast Internet Marketing Marketing Research Sales Shows Strategies Amazon blog book Brenda Collins business business strategy e-book e-marketing e-sales e-strategy ebook emarketing internet marketing interview make money online marketing online marketing online sales publishing sales sell on Amazon selling small business web sales

Rise of the Customer Experience Executive

CX Journey

I recently finished writing an eBook for GMC Software titled Rise of the Customer Experience Executive: How CX Earned a Spot in the C-Suite. In the eBook, I go more in-depth on whether every company needs a CXO and answer other questions, including: What are the CXO's critical success factors?

The Vendor Experience: Why You Should Want More

Calabrio

That’s why we’ve created this TCO ebook. Download our TCO ebook. Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision.

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3 Best Practices to Retain Customers and Stop Churn

CustomerGauge

In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn.

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Why Does Your Company Need a Customer Experience Executive?

CX Journey

Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. If you've seen the eBook, you'll know that I also interviewed five global CCOs to get insights into how they landed their roles, their key challenges and how they overcame them, and advice for current and future CX executives. Image courtesy of GMC Who needs a customer experience executive? What does this person do?

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How content marketing helps you support customers, not just win them

Kayako

Ebooks. What’s great about ebooks is that they can be a collection of previous blog posts so they are extremely easy to publish. Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback.

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[Free eBook] The Definitive Guide to Customer Experience

iPerceptions

Today, customers are in control. With the rapid adoption of technology, customers now know more about your products, services and reputation than you do, and their expectations are higher than ever. Customer Experience

Omni-channel Feedback in an Omni-channel World

MaritzCX

Download the free ebook here. This post comes from chapter 16 of MaritzCX’s new book Customer Experience is Your Business.

15 Ways To Rock Customer Experience in 2015

360Connext

Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. To receive exclusive content, updates, and our FREE Mission Statement ebook, please enter your email address.

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Why companies are focusing on their customer experience strategy

Vision Critical

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical.

Understanding Contact Drivers

Brad Cleveland

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service strategy.

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4 Steps to Monetized Net Promoter®

CustomerGauge

In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology.

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