Customer Bliss

NOVEMBER 18, 2020

Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time —it becomes much easier.

Loyalty 138

Loyalty Self Service Customer Service Training Tips 138

Hero Digital

NOVEMBER 18, 2020

Healthcare feels like it’s been on the verge of transformation for years, if not decades. Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. In a matter of months, COVID-19 changed all of that. The pandemic broke down longstanding barriers and accelerated digital health at a pace few could have imagined.

Customer Experience 98

Customer Experience Healthcare Roadmap Trends 98

PK

NOVEMBER 18, 2020

Postman, a market leader in collaboration platforms for API development, recently released its annual State of the API survey. The report, the largest and most comprehensive survey of the API […]. The post Postman State of the API: Where are the citizen developers? appeared first on PK.

Survey 96

Survey Report Marketing Innovation 96

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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

SurveyGizmo

NOVEMBER 18, 2020

By Cameron Settle. The voice of the customer is an incredibly valuable resource to all businesses. Acting on what customers say is how you make their voices come to life. Let’s take a look at some ideas you can use in your feedback survey to ensure you’re taking full advantage of the feedback you collect. . Logic and Send Email Actions. The Logic and Send Email Actions configuration is what we use to put feedback into motion.

Feedback 92

Feedback NPS Survey Customer Centricity 92

Zeisler Consulting

NOVEMBER 18, 2020

We’re up now to the fourth of the Five Principles of CX: No Near Misses. We’ve covered already how it’s our responsibility to avoid issues in the first place (Principle 1, Get It Right ) and how important it is to keep the lines of communication open and take on the stress of our own internal processes so our Customers don’t have to (Principles 2 and 3).

Airlines 72

Airlines Communication Course Customer Experience 72

iPerceptions

NOVEMBER 18, 2020

Well-executed call center capacity planning can be the difference between excellent and frustrating support experiences for agents and customers alike. See how automation can help. The post Call Center Capacity Planning: 3 Ways Automation Can Help appeared first on Astute.

Call Center 62

Call Center Customer Experience Contact Center Customers 62

ReviewTrackers

NOVEMBER 18, 2020

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MyCustomer

NOVEMBER 18, 2020

Engagement CX pioneers reveal what you should be prioritising.

Engagement 103

Engagement 103

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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

Advantage Communications

NOVEMBER 18, 2020

To win the digital race and jump ahead of their competitors, many organizations are transforming their front-end systems and offering the latest and most innovative technologies to ensure their customers are both satisfied and loyal. However, many organizations, both small and large alike, are dividing the most important aspects of their business into two buckets - front end (customer-facing) and back end (everything else).

System 59

System Customer Experience Innovation Customers 59

SurveySparrow

NOVEMBER 18, 2020

Honoring the year’s most innovative ventures, & exceptional accomplishments, Red Herring’s Top 100 North America Award brings together C-level technology entrepreneurs, corporate strategists, and venture financiers from across the continent. Being one of the most prestigious awards in the SaaS industry, we are most excited to tell you that SurveySparrow has been selected as a Finalist!

Omni-Channel 59

Omni-Channel Innovation Survey Financial 59

Forrester's Customer Insights

NOVEMBER 18, 2020

It’s not that I’m not a gamer. I enjoy board games and card games: Trivial Pursuit, Settlers Of Catan, SET, Hive. I’m up to level 3056 in Two Dots. As a kid, I played Super Mario Land on my brother’s GameBoy and Sonic The Hedgehog on the family Sega Genesis. But I’ve never been one […].

Retail 72

Retail Management Customers 72

Magellan Solutions

NOVEMBER 18, 2020

When an ordinary person thinks about what law firms do, research is not what they have in mind. And yet, legal research is integral in any legal practice. It’s necessary for litigation support, and strengthening a case. But, it’s not a core activity, so it’s often taken for granted. So, how do you improve the research quality of your legal practice?

How To 52

How To Resources Software Data 52

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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

ERDM

NOVEMBER 18, 2020

Article by Ernan Roman Featured on Adobe.com. Speed to market has always been a competitive advantage, but the pandemic has given it a different sense of urgency in the worldwide scramble to get enough personal protection equipment (PPE) to those on the frontlines. For DuPont, which has PPE as one of its main product categories, that has meant rethinking every aspect of its business, including product development, supply chains, partner relationships, and turning to technology, all with a laser

Meeting 52

Meeting Apparel Strategy Social Media 52

CSM Magazine

NOVEMBER 18, 2020

Robots have become one aspect of manufacturing that evolves with the industry. Changes in the makeup and the work that robots do define the manufacturing industry. In the technology age, robots have transformed and are leading in the manufacturing changes defining these eras. Mass customization, human-to-robot collaboration, robot-to-robot collaboration, are among many other changes that have come about as robots have transformed manufacturing and themselves in the technology age.

Technology 52

Technology Course Industry Tools 52

Uplight

NOVEMBER 18, 2020

Buying things online is a way of life, and many utilities want customers to think of them when they buy anything energy related. To facilitate this, many utilities have set up online energy Marketplaces. But, many utilities aren’t seeing the Marketplace successes they envisioned. First generation Marketplaces can be inconsistent and generic, resulting in poor Read More.

Industry 52

Industry Customers 52

InteractionMetrics

NOVEMBER 18, 2020

NEWS: Jason Bader interviews Martha Brooke about Surveys in Pandemic Times. Nov 11, 2020: Jason Bader, Supply Chain & Distribution Thought Leader interviewed Martha Brooke about customer surveys and how to get an objective read on your company’s performance, especially considering COVID times. Take a Listen! They agreed that when the world is in flux, it’s more important than ever to understand what’s going on with partners, customers, and employees.

Banking 52

Banking Metrics Survey Interaction 52

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

CSM Magazine

NOVEMBER 18, 2020

Modern problems require modern solutions: as the lockdown has proved, many businesses are now utilizing the internet to send their employees to work remotely. It is the solution that has already helped many people to keep their working positions, and even allows companies to hire new specialists from anywhere in the world. Changes in working schedules and unstable communication can harm your employees’ productivity and may even lead to anxiety or burn out.

Guidelines 52

Guidelines Video Communication Meeting 52

The DiJulius Group

NOVEMBER 18, 2020

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers who presented during week 5 of The Customer Service Revolution Conference, featuring Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius. You will learn: How it all starts with having a vision of what.

Conference 52

Conference Customer Service Consulting Groups 52

CSM Magazine

NOVEMBER 18, 2020

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Since the pandemic working from home and how we interact with each other has changed almost everything.

Customer Journeys 52

Customer Journeys e-support Return on Investment Competitive Advantage 52

Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year? They must get ready for a digital ecosystem with fewer third-party cookies and device identifiers, all while navigating an unpredictable […].

B2C 50

B2C Marketing Healthcare Trends 50

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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

dscout People Nerds

NOVEMBER 18, 2020

How To 97

How To 97

Forrester's Customer Insights

NOVEMBER 18, 2020

Every year, more firms reach out to me to explain how they’re delivering their own brand of “digital transformation” to clients. When last I checked, I’m tracking over 170 vendors. Needless to say, some of these firms are much more adept at delivering effective transformation services than others. The simple truth is, almost every vendor […].

Brands 49

Brands Consulting Strategy Customer Experience 49

Keatext

NOVEMBER 18, 2020

The post Truth in banking: What customers really have to say about RBC appeared first on Keatext.

Banking 52

Banking Customers Case Study Study 52

Forrester's Customer Insights

NOVEMBER 18, 2020

US online holiday sales in 2020 will total a historic $173 billion as pandemic conditions lead more consumers to shop primarily or exclusively online. Learn more.

Sales 40

Sales Consumers Retail Trends 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

dscout People Nerds

NOVEMBER 18, 2020

User Experience 64

User Experience 64

Forrester's Customer Insights

NOVEMBER 18, 2020

We recently published “The Forrester Wave™: Graph Data Platforms, Q4 2020” evaluation to help organizations make the appropriate decision when choosing a vendor. Although Forrester has been covering graph databases for more than a decade, this is the first vendor comparison report. While we have long contemplated doing a Wave in this space, it was […].

Data 33

Data Comparison Report Analysis 33

Qualtrics

NOVEMBER 18, 2020

When it comes to your digital products and experiences , design is a critical lever. Read on to learn what UX design is, the role it plays in delivering a better customer experience, and how to support your user experience teams. A law school student turned UX designer once said: In many professions, like law for example, you are always trying to be right.

User Experience 26

User Experience Net Promoter Score Effort Score Self Service 26