One Millimeter Mindset

SEPTEMBER 12, 2018

Are we a bit too devoted to and obsessed by our professional labels? The awards we collect. The Top List of This or That we are on. Those accomplishments, honors, certifications, academic degrees in which we revel. Our professional labels are What We “Do”, for Other People, Right Now. Hmmm……. Really? Our professional labels are the stuff we put on our LinkedIn and other social media platform profiles.

Customer Experience 118

Customer Experience Social Media Innovation Sales 118

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Forrester's Customer Insights

SEPTEMBER 12, 2018

We know it: customers are increasingly demanding protection for and control over their data. Firms that meet and exceed these expectations, recognise and treat privacy as a value. They successfully created a business reputation for privacy and security and inspire customer trust. As a result, their customers are more likely to choose and stay loyal […].

How To 72

How To Meeting Data Customers 72

GetFeedback

SEPTEMBER 12, 2018

Pretty much every business has a contact form on its website. Simple and effective, they give customers and leads an easy way to reach you. But if you’re using a traditional form that doesn’t integrate with Salesforce, you may be missing out on key data and costing your team more time and energy. The solution? Salesforce case forms. Unlike a regular form, these handy, these “web-to-case” forms will automatically create a new Service Cloud case when customers submit questions.

CRM 150

CRM Survey Connections Data 150

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

AskNicely

SEPTEMBER 12, 2018

This is the next in an ongoing series of stories about how innovative businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. A Jar of Oysters: Empowering Teams to Surprise and Delight. New Seasons Market . “How good are these oysters?”. “Well to be honest we’ve gotten mixed reviews. Would you like to try them and see for yourself?

Net Promoter Score 150

Net Promoter Score Customer Experience Video Innovation 150

ShepHyken

SEPTEMBER 12, 2018

One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests.

Hospitality 130

Hospitality Customer Service Training Customers Tips 130

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? And do you need one? (The short answer is "Yes!") Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee.

Culture 86

Culture Meeting Exercises Groups 86

QuestionPro Audience

SEPTEMBER 12, 2018

August was a great month in data and these infographics do not disappoint. Need insight into wine? Or maybe you’re curious about sales and marketing efforts? Read on for all this and more. 1 — THE FLAVORS IN THE 10 MOST POPULAR WINES . Want to sound smart at your next social gathering? Check out this infographic, which breaks down the flaors in the top 10 most popular wines.

Infographics 68

Infographics Transportation Social Media Sales 68

Keste

SEPTEMBER 12, 2018

Every once in a while an event happens that changes our lives forever and with it, the lives of those around us. One little girl’s birthday celebration was such an occasion.

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75

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Oracle

SEPTEMBER 12, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Here are 5 of the upcoming, can’t-miss marketing-focused sessions. You can also view the full marketing session catalog here. **Ready to register for Oracle OpenWorld today?

Marketing 66

Marketing Omni-Channel B2B Strategy 66

Keste

SEPTEMBER 12, 2018

Dreamforce. The massive tech conference that practically shuts down San Francisco for a week. Whether you are an individual to a big fortune 500 company, you could learn a lot from attending. Not only will influential thought leaders like Al Gore, Geisha J.

Conference 64

Conference Company 64

Thematic

SEPTEMBER 12, 2018

Over the past few weeks, we’ve reviewed several Text Analytics approaches to feedback analysis: word spotting in Excel , manual rules , text categorization , and topic modelling. Now, it’s time for Thematic Analysis. All of the former approaches mentioned have disadvantages. In the best case, you’ll get OK results only after spending many months setting things up.

Analysis 59

Analysis How To Feedback Analytics 59

TechSee

SEPTEMBER 12, 2018

An emerging technology. Conversational AI platforms – known as virtual assistants or chatbots – represent a promising technology that is already projected to cut business expenses by as much as $8 billion in the less than five years. However, despite the transformative revolution and the promise it brings, chatbots are not mature enough yet for businesses to fully rely on them to perform all tasks.

Chatbots 61

Chatbots Call Center Telecommunications Financial 61

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Cyara

SEPTEMBER 12, 2018

Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. Technological innovation continues, but that doesn't mean organizations are equipped to handle it. In fact, quite a lot needs to change before they can truly innovate at the speed of technological advancement.

Innovation 52

Innovation Consulting Technology Contact Center 52

Interactions

SEPTEMBER 12, 2018

SEPTEMBER 12, 2018 There is no shortage of use cases. Read more » The post AI Adds Value to the Customer Experience: 3 Use Cases appeared first on Interactions Resource Center.

Customer Experience 48

Customer Experience Resources Interaction Customers 48

Happy or Not

SEPTEMBER 12, 2018

HappyOrNot, the company responsible for creating the globally-recognizable ‘Smiley’ feedback system, releases its newest product Smiley Wall™, a lightweight, peel-and-stick version of its classic Smiley Terminal. Building on the success of its previous products – with over 25,000 Smiley Terminals and Smiley Touches installed around the world and having collected over 900 million feedbacks to […].

Feedback 56

Feedback Company System 56

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Tips

ClientSuccess

SEPTEMBER 12, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

eBook 49

eBook Exercises Customer Success Leadership 49

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help and are often upset. They may be asking about a lost bag or debit card, a flight that was canceled or a delayed package.

Self Service 49

Self Service Contact Center Average Handle Time Omni-Channel 49

NetBase

SEPTEMBER 12, 2018

When it comes to social listening platforms, the name of the game is data quality. It’s not just about which social networks are accessed, but the depth of quality data the tool pulls from each platform. At NetBase, we’re always looking for ways to surface more insights so our users can better report on campaign performance, and better identify key influencers and emerging topics.

Analytics 49

Analytics Data Metrics Analysis 49

Market Strategies International

SEPTEMBER 12, 2018

Insights Powered by Cogent Reports™ Whether due to the increasing reliance on technology, the desire to reduce marketing costs, better segmentation or a combination of all of these, it’s clear that asset managers are streamlining their advisor marketing efforts.

Report 48

Report Technology Marketing Management 48

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Prophet

SEPTEMBER 12, 2018

When it comes to measuring how strong a brand is, revenue does not always tell the whole story. Neither does having strong name recognition. While they are important, it doesn’t necessarily guarantee future success, especially in the face of ever-changing consumer expectations. What really matters is relevance and if your brand is important to people […].

Brands 45

Brands Consulting Measurement Consumers 45

Bold360

SEPTEMBER 12, 2018

Remember the days before the iPhone? We had personal digital assistants (PDAs) or flip phones. And we were all naively happy. We had mobile access to what was essential to us at that time (email, calendars, contact lists, etc.) and we even had a QWERTY keyboard to boot. We didn’t know it could get any better. Then came the iPhone. It was billed as a game-changer – but few (with the exception of Apple die-hards) saw the added value, especially with its price tag.

Chatbots 45

Chatbots Wait Times Consumers Technology 45

Playvox

SEPTEMBER 12, 2018

Great customer service requires clear guidelines and knowledgeable staff. You have to know and clearly define what you need from your agents. But even that isn’t enough. For a variety of reasons, your agents might not deliver the customer service you need them to. So, you have to somehow monitor what they’re doing and create processes to improve.

Call Center 41

Call Center Customer Service Guidelines Tips 41

NetBase

SEPTEMBER 12, 2018

When it comes to coffee, Starbucks certainly leads the pack worldwide, but that doesn’t mean the entire category is spoken for. And Coca-Cola’s recent acquisition of Costa Coffee , a serious contender, shows just how far solid social media sentiment analysis can take a brand. and potentially unseat another. Caffeine Giant In Need of a Business Boost.

Social Media 40

Social Media Analysis Marketing Sports 40

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Training

Lithium

SEPTEMBER 12, 2018

We’re celebrating the 10-year launch of our very own community, the Lithosphere! Prior to being a Lithium employee, I was a Lithium Community customer, so I’ve seen the value of branded communities from both sides of the coin. Bottom line: communities drive growth and strengthen brand loyalty. Lithium's community is no exception. Our Lithosphere has served as the testing ground for how to best serve our customers and improve functionality over the last decade.

Knowledge Base 40

Knowledge Base Customer Care Brands Loyalty 40

Optimove

SEPTEMBER 12, 2018

“I would encourage new professionals to understand that data science is a bit like medicine — it’s a vast and vague term that encapsulates wildly different practices under one roof,” says Tal Kedar, CTO at Optimove. “Data scientists [can have] very different engineering skill sets [and be] experienced with very different platforms and tools.”. The post 8 Real Challenges Data Scientists Face appeared first on Optimove.

Data 40

Data Tools 40

Prophet

SEPTEMBER 12, 2018

Based exclusively on the insights of 11,500 consumers in the UK, the study showcases those brands we simply can’t live without and teaches business leaders and brand owners how to build the relevance of their brands and their bottom line. See the Index! The post Prophet Brand Relevance Index® 2018: United Kingdom appeared first on Brand and Marketing Consultancy | Prophet.

Brands 40

Brands Consulting Study Consumers 40