GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

InMoment XI

NOVEMBER 20, 2018

Dearest CX turkeys and gurus alike, I wish you the Happiest Thanksgiving! And thank you for your consistent customer focus. Last week I felt extremely grateful after personally experiencing one company’s outstanding customer focus. I was overjoyed to find a particular brand of hairspray that I had only seen in-stores, sold online. This spray was.

Customer Focused 200

Customer Focused Brands Customers 200

Customer Bliss

NOVEMBER 20, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In my latest book, Would You Do That To Your Mother?

Chief Customer Officer 131

Chief Customer Officer Video Course Brands 131

GetFeedback

NOVEMBER 20, 2018

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. This is exactly why a strong survey email subject line is so important—without a compelling reason to open your email, your survey runs the risk of getting lost in your customers’ inboxes forever.

Survey 246

Survey Strategy Tips Culture 246

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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

AskNicely

NOVEMBER 20, 2018

Ever think about just how many debit transactions happen on any given day? Debit card purchases, membership dues, utility bills, childcare, tuition… it boggles the mind. So who manages the millions upon millions of daily transactions? Debitsuccess, for one. Debitsuccess , a part of Transaction Services Group, is a full-service direct debit payment processor.

Case Study 150

Case Study Study Net Promoter Score NPS 150

TechSee

NOVEMBER 20, 2018

The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Every time technician is dispatched, the company incurs a significant expense. Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs.

Innovation 153

Innovation Technology Self Service Call Center 153

GetFeedback

NOVEMBER 20, 2018

Customer satisfaction surveys get a bad rap, because they tend to be. well, bad. But surveys don't have to suck! Use these 8 best practices.

Customer Satisfaction 195

Customer Satisfaction Survey Customers 195

ShepHyken

NOVEMBER 20, 2018

The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.

Competitive Advantage 110

Competitive Advantage Consumers Strategy Meeting 110

GetFeedback

NOVEMBER 20, 2018

Customer satisfaction surveys get a bad rap, because they tend to be. well, bad. But surveys don't have to suck! Use these 8 best practices.

Customer Satisfaction 150

Customer Satisfaction Survey Customers 150

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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

datastax

NOVEMBER 20, 2018

Relational database management systems are flexible and often very performant; they ruled the database scene throughout the 1980s and 1990s. But like many tools, there are limits to what they can do. NoSQL databases began to pop up in the 2000s to fill the gaps left by a relational database management system. The moniker “NoSQL” originally started as a hashtag, and while it’s the de facto name for this style of systems, the term “non relational” is more accurate, as many

System 98

System Connections Data Tools 98

customer sure

NOVEMBER 20, 2018

It’s often said that customer complaints can be blessings in disguise. And while it’s true that businesses are better off knowing when a customer is unhappy – so they can lend support and rectify the root cause – most of us would prefer to make complaints disappear altogether. For many companies, a customer complaint going “viral” on social media is their worst nightmare.

Omni-Channel 76

Omni-Channel How To Social Media e-support 76

LiveChat

NOVEMBER 20, 2018

The IoT (Internet of Things) is one of the most popular phrases in the tech industry at the moment. The technology is rapidly expanding and so are the number of devices. In fact, IHS Markit expects that by 2030, 125 billion devices could be connected via the IoT. So what exactly is the IoT? It’s a network of devices that are connected to each other via the internet.

Customer Experience 78

Customer Experience e-support B2B Transportation 78

Truthlab

NOVEMBER 20, 2018

Engaging your customers across all channels is a requirement these days to keeping your customers happy, and customer digital engagement starts within your organization. Let your customers tell you what they need, and do what you can to meet them in the middle while still reaching your business requirements. Giving your customers multiple ways to […] The post 5 Ways to Improve Your B2B Customer Digital Engagement appeared first on truthlab.

B2B 59

B2B Engagement Meeting Customers 59

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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

ReviewTrackers

NOVEMBER 20, 2018

The TripAdvisor app allows businesses to display TripAdvisor content like user reviews, photos, and awards directly on their Facebook business Page. You can also use the app to encourage Facebook users to leave a review of the business on TripAdvisor directly through the app. By feeding content directly from TripAdvisor, your business can leverage TripAdvisor content, which adds variety and further credibility to your service or product.

How To 56

How To Travel Social Media Hotels 56

iPerceptions

NOVEMBER 20, 2018

You can feel it now when you’re walking around in stores or around the mall, or even just browsing your favorite websites. For this writer, I especially feel it the second I step outside and my eyes freeze from the sheer cold. It’s the holiday season!

Marketing 54

Marketing 54

Alliance by IFS

NOVEMBER 20, 2018

Watch this new video featuring Astea COO David Giannetto to learn how to digitally transform your company and compete with digital brands. Lately, we’ve been talking a lot about digital transformation because we know it’s top of mind for many established service companies. As a 40-year-old field service software company, Astea was among the first to realize the benefits of digitally transforming the service lifecycle.

Video 50

Video Software Brands Company 50

Oracle

NOVEMBER 20, 2018

Working parents have a lot on their plate and a new generation of technology is making it easier to balance everything. According to the Department of Labor , 70 % of women with children under the age of 18 are employed full-time. The Bureau of Labor Statistics reports that in two-parent households, 61.9% had two parents working. Raising kids is a lot of work, especially when you add having to head to the office, deal with commutes, and keep up with household responsibilities.

Trends 54

Trends Gamification Travel Technology 54

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

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. While this is true, it’s important not to underestimate the power of strengthening bonds within the workplace. While garden-variety schmoozing might inch you closer to that promotion, positioning yourself as an influencer takes more effort and strategy is the smarter long-term move.

Company 53

Company Banking Study Leadership 53

Call Experts

NOVEMBER 20, 2018

Most business owners have a perception that in order to ensure explosive growth, it is essential to make significant changes. The truth is that small improvement with a positive direction can lead a company on the path of success. Businesses owners and managers often over utilize their time spreading attention across many areas of their company. It then becomes difficult to focus on new strategies and self-reflection.

Tips 53

Tips Company Call Center Conference 53

MyCustomer

NOVEMBER 20, 2018

Loyalty. The 6 core capabilities of customer-centricity.

Customer Centricity 80

Customer Centricity Company Loyalty Customers 80

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. While this is true, it’s important not to underestimate the power of strengthening bonds within the workplace. While garden-variety schmoozing might inch you closer to that promotion, positioning yourself as an influencer takes more effort and strategy is the smarter long-term move.

Company 40

Company Banking Study Leadership 40

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It’s a fantastic event with a brilliant line-up of speakers, from Westpac to Tesla to SumoSalad. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

Chief Customer Officer 40

Chief Customer Officer Analytics NPS Technology 40

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. While this is true, it’s important not to underestimate the power of strengthening bonds within the workplace. While garden-variety schmoozing might inch you closer to that promotion, positioning yourself as an influencer takes more effort and strategy is the smarter long-term move.

Company 40

Company Banking Study Leadership 40

Wootric

NOVEMBER 20, 2018

Did you know SMS surveys garner 5x the open rate of email ? If you are asking customers for feedback at transaction touchpoints, this survey channel might be right for your business. Here is why. There’s a distinct advantage to being the first, especially when it comes to customer communication in a new channel. In the world of growth marketing, finding where the “fresh powder” lies becomes a huge engagement advantage.

Survey 40

Survey Advertising Feedback Touchpoint 40

Chadwick Martin Bailey

NOVEMBER 20, 2018

Ham, lasagna, chicken broccoli ziti, and cornbread. That was the first helping. Seconds included pulled pork, mashed potatoes, and pineapple stuffing. Yes, pineapple stuffing. Today we came together for the CMB Thanksgiving Luncheon—an annual holiday meal prepared and served by CMB leadership. It's one of our favorite holiday traditions that celebrates community, creativity, and hard work.

Leadership 40

Leadership 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Forrester's Customer Insights

NOVEMBER 20, 2018

Transitioning your contact center to the cloud isn’t just for smaller businesses; it can help brands of all sizes boost agility and access to new features. In our new report, “The Forrester Wave™: Cloud Contact Centers, Q3 2018,” we identified the 11 most significant vendors in the space and evaluated them to help you select […].

Contact Center 49

Contact Center Trends Marketing Report 49

MyCustomer

NOVEMBER 20, 2018

Engagement. How do you make customer conversations ‘natural’?

Engagement 51

Engagement Customers 51

Forrester's Customer Insights

NOVEMBER 20, 2018

Our recently released evaluation, “The Forrester Wave™: Unified Endpoint Management, Q4 2018,” uses 28 criteria to evaluate the top 12 unified endpoint management (UEM) solutions on the market today. This was the first year that Forrester evaluated the UEM market, which is an evolution of enterprise mobility management (EMM).

Management 42

Management Employee Experience Marketing 42