InMoment XI

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions. These values are often expressed as brand promises–statements about what an organization is, what it stands for, View Article.

Brands 200

Brands Tools eBook Financial 200

QuestionPro Audience

JUNE 1, 2018

In this digital age, every interaction between a consumer and brand matters. Due to social media, everyone has a voice, and can air their grievances to a huge audience, which may deter prospective customers, and turn away current customers. According to PwC’s Global Consumer Insights Report , 73% of all consumers point to customer experience as an important factor in their purchasing decisions, just behind price and product quality.

Customer Experience 207

Customer Experience Social Media Consumers Loyalty 207

InMoment XI

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions. These values are often expressed as brand promises–statements about what an organization is, what it stands for, View Article.

Brands 200

Brands Tools eBook Financial 200

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.

Groups 122

Groups Insurance Study Survey 122

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.

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. “Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers.

Software 101

Software Comparison Customer Satisfaction System 101

Oracle

JUNE 1, 2018

The evolution of technology wouldn’t be possible without businesses’ natural pursuit of competitive advantage via new ways of engaging customers. Virtual reality (VR) is undoubtedly one of the most promising technologies when it comes to delivering an exceptional customer experience. Getting the hang of this fascinating tech helps organizations significantly brighten their customers’ journey.

Customer Experience 75

Customer Experience Competitive Advantage Retail Connections 75

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . But in today’s empathy economy where customer expectations are higher than ever, companies need to leverage technology to enable and empower front-line agents in their customer service operation.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

Beyond Philosophy

JUNE 1, 2018

All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that…and the key steps to take. The post Critical Steps For a Successful CX Implementation appeared first on.

60

60

Myra Golden

JUNE 1, 2018

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.

Customer Service Training 58

Customer Service Training Video Training Customers 58

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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

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. For the winning Australian team, that half a second represented nearly two years of training. If you were managing a large team of contact centre agents, how long would it take you to cut a few seconds from the average handle time or average time customers wait

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

Grupo Noa

JUNE 1, 2018

Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. It is not only effective and influential but faster in operation too. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability.

Call Center Solutions 40

Call Center Solutions Call Center Contact Center Omni-Channel 40

Lithium

JUNE 1, 2018

We have pushed out some new fixes in addition to the ones we pushed on Tuesday. Latest Fixes. Styling to highlight when you have kudoed a post. Case Portal added to Resources module and Home page for users who have access to the case portal. Updated styling for Unfollow button. Lithys Winners page has been fixed. Some cleanup of the moderator tools.

Resources 40

Resources Tools Customers 40

iCiDIGITAL

JUNE 1, 2018

If you don’t already know that digital experience giant Adobe has acquired the ecommerce specialist Magento for $1.68B, it might be time to stop enjoying that fresh air and get back on Twitter. There has been plenty said across the industry about how this move closes the customer experience loop for Adobe and makes them a formidable competitor to SAP, Oracle and Salesforce.

B2C 40

B2C Ecommerce Innovation B2B 40

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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

Lithium

JUNE 1, 2018

We have pushed out some new fixes in addition to the ones we pushed on Tuesday. Latest Fixes. Styling to highlight when you have kudoed a post. Case Portal added to Resources module and Home page for users who have access to the case portal. Updated styling for Unfollow button. Lithys Winners page has been fixed. Some cleanup of the moderator tools.

Resources 40

Resources Tools Customers 40

Maru/HUB

JUNE 1, 2018

In 2015, Forbes’s wrote that “customers equate brands with experiences”. Three years later there is no debate about this fact – marketers know how imperative CX is to their objectives. Download the 6 ways marketers can begin to drastically improve customer experiences. The post How can Marketers improve the Customer Experience? appeared first on Maru/Syngro.

Marketing 40

Marketing Customer Experience Customers Brands 40

Lithium

JUNE 1, 2018

We have pushed out some new fixes in addition to the ones we pushed on Tuesday. Latest Fixes. Styling to highlight when you have kudoed a post. Case Portal added to Resources module and Home page for users who have access to the case portal. Updated styling for Unfollow button. Lithys Winners page has been fixed. Some cleanup of the moderator tools.

Resources 40

Resources Tools Customers 40

CSM Magazine

JUNE 1, 2018

Whether you’re a teacher or an administrator, you have the ability to help your school by cultivating leadership skills and becoming a formal or informal leader. While school administrators have the opportunity to improve their schools through a purpose and a vision for their institution, teachers also have a leadership role to play. That’s because teachers tend to stay with their schools much longer than administrators, often for their entire careers; this longevity allows them to carry the ins

Leadership 40

Leadership Policies Resources Training 40

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Brad Cleveland Blog

JUNE 1, 2018

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you … Continue reading → The post Prioritizing Service Improvements appeared first on Brad Cleveland.

Metrics 26

Metrics Survey Data How To 26

Forrester's Customer Insights

JUNE 1, 2018

Well that was interesting! We just published The Forrester New Wave™: ABM Platforms, Q2 2018, which profiles the 14 most significant vendors in this market: 6sense, Demandbase, Engagio, Jabmo (formerly Azalead), Lattice Engines, Madison Logic, MRP, Radius, RollWorks, TechTarget, Terminus, Triblio, True Influence, and ZenIQ. Based on our comprehensive criteria, Forrester’s take is that Demandbase, […].

Marketing 24

Marketing B2B 24

Customer Bliss

JUNE 1, 2018

Thank you for joining the movement! My friends, book number four is done! And many of you already have the copy on your bookshelf! This book, Would You Do That To Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , is my “thank you” for letting my words into your life. I’m grateful to our community of brave customer crusaders from every kind of business across the globe.

Customer Experience 24

Customer Experience Company How To Customers 24

Brad Cleveland Blog

JUNE 1, 2018

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first?

Metrics 20

Metrics Survey Data How To 20

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

Peter Lavers

JUNE 1, 2018

Welcome to guest blogger Josh Wardini, who makes a compelling case for live chat and introduces a great “101 reasons” infographic. Online shopping comes with a lot of positives, but also some negatives, the most important of which is that customers are disconnected from a staff member who can help them with questions in real time. That’s where live chat software comes in.

Infographics 40

Infographics Social Media Wait Times Sales 40

Brad Cleveland Blog

JUNE 1, 2018

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first?

Metrics 20

Metrics Survey Data How To 20

CSM Magazine

JUNE 1, 2018

Customer satisfaction is what differentiates you from your competition. I catch myself saying this pretty often to my colleagues and to my readers. Customer satisfaction, has gained a lot of importance in the last few years. Customers have begun to expect a lot more from companies and brands than just a trouble-free purchase. With plenty of companies sprouting every other minute, customer loyalty is a hard win.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Effort Score NPS 40