Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017.

Infographics 319

Infographics Metrics Customer Experience Customers 319

QuestionPro Audience

MAY 24, 2018

Privacy and security are definitely at the forefront of consumers’ minds in today’s digital era. Facebook’s Cambridge Analytica scandal is the most obvious and public case of a business misusing personal data, which has brought this issue to the forefront. Brands need to be cognizant of consumers’ feelings about the security of their personal information and online behaviors.

Consumers 207

Consumers Data Social Media Study 207

Alida

MAY 24, 2018

Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Despite the talk in media about the so-called retail apocalypse , many speakers at the conference reiterated that the industry is alive and well. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers.

Retail 189

Retail Conference Employee Engagement ROI 189

Myra Golden

MAY 24, 2018

In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop. Today I’m giving you a preview of the three steps I’ll be sharing in-depth at the Customer Contact Week Conference.

Social Media 65

Social Media Tips Conference Policies 65

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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

ReviewTrackers

MAY 24, 2018

The world of consumer healthcare is currently experiencing a vital shift. Just like in retail, automotive, hospitality, financial services, and nearly every business sector and industry, the old fee-for-service and fix-what’s-broken approach is no longer enough. Healthcare consumers want more options, greater convenience, fairer prices, and better interactions throughout the entire patient experience, across the continuum of care.

Healthcare 56

Healthcare Hospitality Automotive Social Media 56

Alliance by IFS

MAY 24, 2018

Did you know that less than 30% of field service organizations are achieving profitable revenue growth? Service profitability is no longer simply a function of increasing the number of service calls completed per shift at a lower cost. It requires identifying critical customer needs, effectively addressing them, and then using the data generated by these service encounters to anticipate their evolving requirements.

Guidelines 50

Guidelines Customer Retention Consulting Technology 50

Bold360

MAY 24, 2018

Our mission with Bold360 is to provide our customers the ability to reimagine how they engage with their customers – no matter where they are. We know that your customers are reaching out to you from all over the world. As such we want to make sure you know that we at LogMeIn are already participating in the EU-U.S. and Swiss Privacy Shield Frameworks and are compliant with current applicable EU data protection rules.

Resources 45

Resources Data Meeting Tools 45

Alliance by IFS

MAY 24, 2018

Did you know that less than 30% of field service organizations are achieving profitable revenue growth? Service profitability is no longer simply a function of increasing the number of service calls completed per shift at a lower cost. It requires identifying critical customer needs, effectively addressing them, and then using the data generated by these service encounters to anticipate their evolving requirements.

Guidelines 50

Guidelines Customer Retention Consulting Technology 50

CSM Magazine

MAY 24, 2018

Shep Hyken shares a classic example of poor customer service in the hotel industry—and how a new member of staff put things right. At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pullovers and more. This wonderful gift was a little large to fit in my suitcase, so I decided to box it up and mail it to my office.

Hotels 45

Hotels Poor Customer Service Conference Training 45

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ROI

Oracle

MAY 24, 2018

Adapted advice from Experience This! podcast with Joey Coleman and Dan Gingiss. In episode 23 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share insights into how to create an incredible first experience that will increase customer retention as well as revenue. Joey and Dan kick off with a dissection of how a shark tagging group taught Joey about the importance of experience, then they dive into how to reel in customers and keep the

Customer Retention 42

Customer Retention Tips Entertainment Loyalty 42

Playvox

MAY 24, 2018

You’ve provided a comprehensive CRM platform for your customer service agents to engage on. But how are you monitoring their performance and making sure that all your customer service interactions are successful ?

Software 40

Software CRM Interaction Customer Service 40

Ecrion

MAY 24, 2018

Over the past month, there’s an almost 100 percent chance you’ve received an email from a company letting you know that it was changing its terms and conditions, or privacy policy. Those messages stem from a new European Union law that takes effect on May 25, 2018 — the General Data Protection Regulation, or GDPR. What, though, is the GDPR and what does it have to do with your business?

Social Media 40

Social Media Policies Data Analytics 40

ForeSee

MAY 24, 2018

The European General Data Protection Regulation (GDPR) takes effect May 25, 2018. ForeSee is committed and fully prepared to help clients meet all applicable GDPR requirements. What is GDPR? The GDPR replaces. The post How ForeSee Complies with Europe’s General Data Protection Regulation appeared first on ForeSee.

Data 40

Data Meeting Company 40

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Ecrion

MAY 24, 2018

Over the past month, there’s an almost 100 percent chance you’ve received an email from a company letting you know that it was changing its terms and conditions, or privacy policy. Those messages stem from a new European Union law that takes effect on May 25, 2018 — the General Data Protection Regulation, or GDPR. What, though, is the GDPR and what does it have to do with your business?

Social Media 40

Social Media Policies Data Analytics 40

Up Your Service

MAY 24, 2018

? ? ?. Original Grosum Interview Transcript: We grabbed the chance to catch up with Ron Kaufman, world’s leading educator and motivator, author of the book, Uplifting Service, and fourteen other books on service, business, and inspiration, about Organizational Culture and best practices. Ron is a man on a mission – to uplift the quality and spirit of service everywhere in the world –including with us here today.

Airlines 40

Airlines Culture Leadership Case Study 40

dscout People Nerds

MAY 24, 2018

Criminal Justice professor and researcher Lacey Wallace on what we know—and don’t know—about gun violence.

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Forrester's Customer Insights

MAY 24, 2018

The American showman P.T. Barnum understood the value of online consumer reviews well before the arrival of the internet when he said, “Nothing draws a crowd quite like a crowd.” While consumer reviews generate buzz, they stop just short of being a circus because they’ve won immense levels of consumer trust. But two of the […].

Consumers 31

Consumers Data B2C Customer Insights 31

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

Amity

MAY 24, 2018

Whether we are a small bootstrapped team or a large resource-rich one, we always find ourselves having to do more with less. As a leader, I always find myself thinking, “How can Customer Operations work smarter, not harder?” I am not opposed to hard work, but in the era of technology, artificial intelligence, and tools galore, it would be silly not to take advantage of all that is offered.

Customer Success 89

Customer Success Resources Survey Customers 89

Forrester's Customer Insights

MAY 24, 2018

The GDPR (or General Data Protection Regulation), Europe’s new data privacy regulation applicable to all organizations – including publishers– doing business with residents of the EU, takes effect on May 25th. To learn more about the regulation, please have a look at this post, or listen to our May 2017 podcast: Countdown to GDPR The purpose […].

Data 24

Data Customers 24

Second to None

MAY 24, 2018

While we like to think about relationships with consumers from a broad organizational perspective, ultimately the heavy load of this consumer perception is carried by the people directly involved in these interactions. At the end of the day, it comes down to your employee’s ability to make real, human connections with individuals who contact your brand online , over-the-phone , or walk into your store.

Apparel 86

Apparel Competitive Advantage Retail Voice of Customer 86

Forrester's Customer Insights

MAY 24, 2018

Manage your organization’s content explosion with digital asset management. In our most recent Forrester Wave™ evaluation, we took a look at the most important vendors in the space.

Video 22

Video Management Customer Experience Customers 22

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Leadership

Peter Lavers

MAY 24, 2018

Peter Lavers ( @PeterLavers ) and fellow IBM Futurist Watson Martin Jones ( @martinjonesaz ) took part in an IBM Watson Commerce ( @IBMCommerce ) tweetchat on Thursday, 26 April 26 ,on the subject of “Can your digital experience integrate behaviors?” Here’s a summary of Peter’s contribution: Q1. How would you describe a digital experience?

Multi-Channel 45

Multi-Channel Chief Customer Officer System Customer Experience 45

Retently

MAY 24, 2018

There is a timeless question on every content marketer’s and site owner’s mind: how to fill my site with content that converts, engages, and resonates with my audience? The answer may seem quite obvious: your content should be as customer-focused as possible. My approach is based on finding questions people ask Google and using them in my content strategy.

Customer Focused 60

Customer Focused Strategy How To e-support 60