ReviewTrackers

JULY 12, 2018

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Like employer branding, employee branding also involves presenting the company in the best possible light in front of employees, job candidates, internal and external stak

Brands 175

Brands Company Social Media Competitive Advantage 175

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Take a look at this month’s picks, I hope you enjoy them as much as I did! From the Dentist’s Chair. Dan Gingiss is a contributor with Forbes, and he wrote an excellent post about providing an exceptional customer experience.

Customer Service 103

Customer Service Tips Entertainment eBook 103

InMoment XI

JULY 12, 2018

In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article.

Customer Journeys 200

Customer Journeys Automotive Customers 200

Customer Bliss

JULY 12, 2018

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May. But the GDPR now essentially serves as the world’s largest protection for digital privacy rights because of the borderless nature of the Internet.

Customer Experience 118

Customer Experience Policies Data Customer Journeys 118

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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

QuestionPro Audience

JULY 12, 2018

The beauty industry is an ever-evolving one, with trends like lip kits— hello, Kylie! —and charcoal face masks coming from seemingly nowhere and turning into the next big thing. The beauty industry grew by 6% in 2017 , to reach $17.7 billion, with skin-care sales growing by 9% and contributing to 45% of the industry’s total gains. Here are the trends that are taking the beauty industry by storm in 2018.

Trends 170

Trends Exercises Consumers Industry 170

QuestionPro Audience

JULY 12, 2018

How does a brand know their current offering isn’t working? Or that consumers will be interested in their newest product, before they sink the cost of going to market? This information comes from market research, and more specifically, panelists. Brands look to get feedback on current offerings and new products and services from pertinent panelists before they introduce them in the marketplace.

Healthcare 150

Healthcare Travel Consumers Groups 150

CX Journey

JULY 12, 2018

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc. in your organization - or any organization - start with the leadership team. Senior leaders and executives: take a good, hard look at how you and your colleagues act, behave, make decisions, walk the walk/talk the talk, live the values, etc.

Culture 92

Culture Customer Centricity Leadership Employee Experience 92

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e., what customers want) could change and the work you do on the route (i.e., the way you deliver a C

Consulting 68

Consulting Customers Customer Experience Customer Centricity 68

Amity

JULY 12, 2018

When you’re in a store, the process from browsing to buying is pretty unremarkable. It’s a simple transaction with the swipe of your credit card. But, in B2B, purchasing new software involves higher management and interrupts a team’s regular workflow. It takes significant long-term investment and commitment. Doesn’t sound very simple, does it?

Customer Success 60

Customer Success Software System CRM 60

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

Thematic

JULY 12, 2018

Have you heard of Thematic analysis ? If you are working in insights or data analysis, you will have heard of Sentiment Analysis. It answers the question “ Is this mentioned in a positive or a negative light? ”. Sentiment analysis is important because companies want their brand being perceived positively, or at least more positively than the brands of competitors.

Analysis 59

Analysis Poor Customer Service Wait Times Feedback 59

Second to None

JULY 12, 2018

Consumer recommendations serve as one of the most powerful tools available to any brand. In the past two decades, the Net Promoter Score metric has served as a data point for these consumer recommendations , allowing your brand to easily understand its performance compared to industry competitors. The only real way to encourage a leading NPS is to align the way customers perceive your brand with the way employees implement your Customer Experience platform.

Consumers 54

Consumers Customer Experience Net Promoter Score NPS 54

Cyara

JULY 12, 2018

Part of our work in the Domain Consulting team is advising Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In the first post of this series , I talked about putting in the guard rails with design-driven assurance. In this post, I'll talk about how to accelerate the delivery of value using automated deployment and configuration of off-the-shelf contact center software, or impleme

Contact Center Software 52

Contact Center Software Contact Center Consulting Software 52

Alliance by IFS

JULY 12, 2018

With heavy regulation and compliance requirements, field service organizations in the medical device industry are often the early adopters and technology leaders to watch. Physicians, medical facilities, and patients are regularly calling upon medical device field service organizations to do more. But with a lack of connection between back office intelligence and the world their technicians impact in the field, field service organizations are missing the integrated capabilities required to run a

Report 50

Report Technology Innovation Industry 50

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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

Rant And Rave

JULY 12, 2018

People talk. We all know that. Gossip spreads around the office faster than news of cake in the kitchen. WhatsApp allows you and your friends to chat 24/7, whether catching up on the weekend’s antics (or hearing about that certain someone who should have gone home early).

Engagement 53

Engagement Customer Engagement Customers 53

Alliance by IFS

JULY 12, 2018

With heavy regulation and compliance requirements, field service organizations in the medical device industry are often the early adopters and technology leaders to watch. Physicians, medical facilities, and patients are regularly calling upon medical device field service organizations to do more. But with a lack of connection between back office intelligence and the world their technicians impact in the field, field service organizations are missing the integrated capabilities required to run a

Report 50

Report Technology Innovation Industry 50

Solvvy

JULY 12, 2018

That means… “Bots” is a term used everywhere in the industry of customer service. They come in the form of chatbots, virtual customer assistants, avatars, intelligent assistants, conversational agents, and basically whatever else a company wants to call their product. So what do these terms refer to, exactly? Is there a universal way to classify bots based on their features or internal technology?

Technology 48

Technology Chatbots Self Service Knowledge Base 48

iPerceptions

JULY 12, 2018

How you listen matters. Unfortunately, some might be overlooking this particular detail of their Voice of the Customer (VoC) programs, which could end up impacting just how successful their program is in providing the insights they need to improve their Customer Experience (CX).

Customers 48

Customers Customer Experience 48

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

SaleMove

JULY 12, 2018

We live in the day and age of personalization. Facebook creates personalized stories for each of their users on their anniversary of using the social media site. Target sends personalized coupons based on customer buying history to increase the likelihood of a future sale. Amazon does something similar their “You Might Also Like” feature after purchasing a product to potentially up-sell complementary or similar product.

Social Media 48

Social Media Sports Apparel Advertising 48

Playvox

JULY 12, 2018

Are you measuring customer service performance? Customers don’t always give you the clearcut data you need to create kickass customer service experiences. This isn’t because they don’t want to tell you, but more so because sometimes the answers aren’t so obvious.

Measurement 41

Measurement Customer Service How To Customers 41

Clarabridge

JULY 12, 2018

Just flew back from beautiful London after Clarabridge was awarded Most Effective AI Solution at the Effective Digital Marketing Awards ceremony. We are incredibly proud and humbled by this recognition, especially as it celebrates the application of Artificial Intelligence to deliver effective business value which is what our company is all about. What a fun ride it has been: starting with the AIconics Award in early June, then the Forrester AI-Based Text Analytics and AI-Fueled Speech Analytic

Analytics 40

Analytics Innovation Marketing Company 40

Quadient

JULY 12, 2018

I know you expect a lot from Quadient. We’ve been busy since the launch of R12 in May. The PMM team finished the FMAP (First Mover Advantage Program) release 12.2 and scoped the 12.3 FMAP to advance the roadmap we’ve been bringing to you for the past few years. We’ve been innovating by following your applications, listening to the people in your organization, and adjusting our approach to make it easier for you to communicate with your clients.

Roadmap 40

Roadmap Innovation Communication 40

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Training

Oracle

JULY 12, 2018

If you work in digital commerce, chances are, you’re already tied up in holiday planning. Ecommerce has become hyper-competitive, and the speed and focus typically tied to holiday prep may quickly become the norm year-round. There’s more shiny, new ecommerce tech to invest in than ever before– but where are merchants really putting their resources and budget?

Survey 40

Survey Ecommerce Retail Innovation 40

Confirmit

JULY 12, 2018

Hot on the heels of walking 65km through the Brecon Beacons to raise money for the Cystic Fibrosis Trust, I am putting my body through another challenge later this month. I suspect this makes me the very definition of the phrase “glutton for punishment”, but there we have it. In the usual Confirmit way, though, I won’t be going it alone.

Hospitality 40

Hospitality Training Report Company 40

UJET

JULY 12, 2018

“Hold on just one moment,” the customer service agent says.

CRM 56

CRM Customers Customer Service Customer Experience 56

Solvvy

JULY 12, 2018

The post Bots – Making Sense of Conversational Technology appeared first on Solvvy.

Technology 48

Technology 48

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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

JULY 12, 2018

Susan Bidel, Joe Stanhope, Tina Moffett, and I were able to attend Google Marketing Live this week in San Jose. There were many announcements and changes made to Google’s platforms and products. Possibly the most significant – an announcement that was made over a week ago – was the retirement of the AdWords and DoubleClick […].

Marketing 37

Marketing Customers 37

dscout People Nerds

JULY 12, 2018

Amnesty International’s Sherif Elsayed-Ali on the future of being human and human rights. .

40

40

Forrester's Customer Insights

JULY 12, 2018

Telefónica hosted its Industry Analyst & Customer Days in Madrid recently. In our view, Telefónica is emerging as a leading global telco. Of course, digital natives like Alibaba, AWS, Google, and Tencent continue to capture the customer attention. Yet, the example of Telefónica indicates that traditional firms can effectively tackle digital transformation.

Course 30

Course Industry Examples Telecommunications 30