Fri.Aug 23, 2019

Customer Experience Management – Best Practices To Follow


The post Customer Experience Management – Best Practices To Follow appeared first on Survicate. Best Practices

Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?


This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience.

Q&A: Why It’s Time to Build a CS Ops Role in Your Organization


Q&A: Why It’s Time to Build a ‘CS Ops’ Role in Your Organization. . Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Unleashing the Power of NPS in the B2C World


NPS has received some bad press lately from various bloggers, but when used properly Net Promoter Systems can be an effective engagement tool for customers and employees.

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Interview: Exploring Data Science at Brandwatch with Hamish Morgan

Brandwatch CX

Interview Uncategorized

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The Secret of Creating Loyal Customers

Beyond Philosophy

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it.

How Agencies Alter A Brand’s Course with AI Analytics-Informed Insight


Course corrections are as inevitable in marketing as they are out on the ocean, but the indicators requiring the change are much less obvious. And agencies will miss these warning buoys if they’re not picking out the correct voices to listen to in the cacophony that prevails online.

ChurnZero Leads G2’s Momentum Report for Customer Success Software


ChurnZero Leads G2’s Summer 2019 Momentum Report for Customer Success Software.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Impact of Data Regulations on Contact Centers


The need to comply with an ever-evolving set of data privacy regulations may seem onerous or cause companies to freeze in place, not knowing what steps to take next.

Ryanair descends to new lows in customer service ratings

Helen Dewdney

Which? survey reveals league table for customer service. The consumer organisation Which? has today released the results of its latest survey of customer service performance.

Why data collection is the key to effective reputation management


The post Why data collection is the key to effective reputation management appeared first on Keatext. Customer Experience

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When Should You Close a Ticket? Evaluating Different Strategies to Increase Satisfaction

Team Support

For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Six Ways to Improve e-Commerce Customer Service

CSM Magazine

The popularity of e-commerce has exploded in recent years, and with the increased demand has come increased competition from more companies offering online shopping options to their customers.

6 Challenges for Subscription-Based Companies and How an Outsourced Call Center can Help

Advantage Communications

From Spotify, Amazon Prime, to daily newspapers and what we eat for dinner, subscription-based companies are a huge part of our lives.

How Banks Can Crack the Code on Employee Engagement

Integrity Solutions

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Part 3 in a blog series. by Donna Horrigan. Read Part 1 and Part 2.

Collective Bargaining: Your Biggest Risk In The Age Of The Customer

Forrester's Customer Insights

Social media has created customer groups that coalesce around a brand — in effect, a union. They collectively can and will change your corporate policy. With collective bargaining, business as usual is no longer acceptable. Are you ready for the empowered, technically savvy, and motivated customer?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Top 5 ways to influence consumer behavior and boost sales


Smart organizations realize that there are many ways in which they can influence consumer behavior. Why would your customers choose your company over a competitor’s? A better question would be what can you do to make your customers choose you over your competitors.

VMware Signals The End Of “Endpoint” Detection And Response

Forrester's Customer Insights

The acquisition of Carbon Black by VMware was a bit of a surprise to me, but once put into perspective it makes sense. In this blog, I make a few observations from a value perspective.

Project Kick-Off Meetings Done Right – What You Need to Know

CSM Magazine

There are few times in life as stressful as the moment right before you launch a new project. Remember that time your in-laws were coming to stay and you left clearing out the guest bedroom until the literal last minute?

Channel Marketers Need To Become Community Marketers – Here’s How

Forrester's Customer Insights

A lot has changed in the 25+ years I have spent in the technology channel. New technologies, partner business models, shifting demographics, expanding communication vehicles, and most recently, new technology buyers with different psychology, behavior, and journey have created a whirlwind of change for vendors, distributors, and partners alike. The one constant is the […].

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

The 3 Data Trends Developers Need to Know


Last weekend, I spoke at Data Con LA , an event DataStax has supported for several years, this year as a platinum sponsor.

5 Ways Family Apps & Tech Improve Connectedness

Smarter CX

Tech often gets a bad rap for distancing families or interrupting daily life, but there are actually many apps, tools, and processes that seek to connect families. Here are five family apps and tech that help strengthen bonds and keep memories safe for years to come. Apps to work on relationships. Marriage can be difficult, especially when the pressures of other commitments, like children and work, end up taking precedence over the commitment you made to your spouse.

Modernise Employee Engagement in 3 Simple Steps


23rd Aug 2019. Organisations have realised the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the. Joanne Regan-Iles. Head of Human Capital & Talent

How to kickstart a customer experience program


Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. The challenge is in doing so consistently and seamlessly across your organization. An effective customer experience program can help with just that.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.