ServiceDock

MARCH 25, 2019

User Experience 82

User Experience Survey 82

Dapresy

MARCH 25, 2019

Latency. Ask a musician and they’ll talk about why they still use that old reel-to-reel recording equipment. Ask an IT engineer and they’ll talk (at length) about the time it takes for information to travel down a length of optical fiber cable. Ask a business person…and they’ll tell you it’s the difference between success and failure. In previous articles , we’ve discussed the fact that, for businesses to make well informed, prompt decisions they need up-to-the minute data, presented in a

Consulting 66

Consulting Report Analysis Travel 66

Kitewheel

MARCH 25, 2019

With the first days of spring underway, the year is already in full swing! What changes has your business made this year to improve the experience customers have with your brand? Last year, we saw incredible growth in Customer Experience (CX) investments and for good reason. CX is becoming a competitive battlefield for businesses of every size and industry.

ROI 76

ROI Hotels Customer Journeys Retail 76

GetFeedback

MARCH 25, 2019

This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .

Survey 195

Survey How To Measurement Customer Service 195

Advertisement

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

Kristina Evey

MARCH 25, 2019

The most important Customer Experience KPIs – Shownotes… Define the Key Performance Indicators (KPIs) to measure your Customer Experience success… … Read More Episode 43 – The Most Important Customer Experience KPIs. The post Episode 43 – The Most Important Customer Experience KPIs appeared first on Kristina Evey.

Customer Experience 120

Customer Experience Measurement Customers Customer Retention 120

Horizon CX

MARCH 25, 2019

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. It’s even harder to be an effective one. Thinking about this reminded me of a good article titled “Key Traits of Effective Customer Experience Leaders” written by freelance writer Aki Merced and published in Tenfold.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

GetFeedback

MARCH 25, 2019

This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .

Survey 150

Survey How To Measurement Customer Service 150

Beyond Philosophy

MARCH 25, 2019

At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t. We were irrational about it. Your customers are irrational, too.

CRM 133

CRM B2B B2C Customer Experience Design 133

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. (Forbes) Customer experience is a memory.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

Advertisement

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

NetBase

MARCH 25, 2019

Buyer personas aren’t a new thing in marketing – but you do need a new approach to get the most value from them in today’s markets. Netnography is essential to your success – but what even is that? Netnography Defined. Coined in 1995 by marketing professor Robert Kozinets , netnography was originally developed to understand online conversations between Star Trek fans.

Competitive Advantage 78

Competitive Advantage Analytics Social Media Analysis 78

John Paul

MARCH 25, 2019

Each month, we interview a John Paulee to shine a spotlight on employees who are working behind the scenes! This month’s star is Julien, a Business Developer working in our Paris office. Read on to learn more ! What do you do at John Paul? I’m a Business Developer at John Paul. We are responsible for generating new revenue for John Paul by signing contracts with new brands.

Automotive 73

Automotive Loyalty Programs Travel Loyalty 73

Michel Falcon Experience

MARCH 25, 2019

Welcome to another People-First Monday video! This week, I’m asking you does it matter what you wear to work? This conversation was prompted by a discussion that I had with someone who gave me some feedback. He said that it was unprofessional that I wore Nike sneakers as a part of my attire during one of my keynotes. We had a very respectful conversation but imagine if I had said this, “Sir, I find it disrespectful that you are wearing a suit that is three times too big for you.̶

Video 60

Video Meeting Feedback Engagement 60

CSM Magazine

MARCH 25, 2019

For those organizations that may still be behind the curve, here are some ways to catch (and keep) up in today’s fast moving world of customer service. When it comes to transformation, one of the most stunning examples in nature is a caterpillar’s metamorphosis into a butterfly. This fundamental change from one species to another may feel a bit dramatic of an analogy for the change of an organization.

Self Service 68

Self Service Technology Study Software 68

Advertisement

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

Russel Lolacher

MARCH 25, 2019

I really like the distinction between inspiration and motivation. While one comes from within (you can only motivate yourself), the other comes from everywhere and any where. We can be inspired by the environments we choose to surround ourselves in, the art we are exposed to and the words that flow from those we admire. Inspiration can. The post 11 Pieces of Inspiring Customer Contact Week Wisdom appeared first on The Upsell.

Customers 59

Customers Tips Customer Service Customer Experience 59

Dapresy

MARCH 25, 2019

Successful dashboard implementation in market research. We’re excited to announce our upcoming webinar on April 4th, 4pm CET, showing you how you can get the very most from your market research dashboards. Now an important part of everyday market research, dashboards enable the efficient handling of data – but what makes a successful dashboard?

Self Service 58

Self Service Analysis Analytics Study 58

Myra Golden

MARCH 25, 2019

Let me ask you something. If you’re pissed off at your partner, and you’re yelling, maybe even cursing, and in response they say… nothing. How do you react? Do you calm down? Or does their silence make you more intense? Me? I talk more. Louder. My attitude gets fierce. What I don’t do is back down or tranquilize. Turns out, if you give your customers the silent treatment when they’re going off on you, they can get fierce, too.

Customer Service Training 55

Customer Service Training Training Communication Tips 55

Helen Dewdney

MARCH 25, 2019

How to buy and/or complain about a new or secondhand car and/or a garage. Purchasing a car, second to your own home is probably the biggest purchase many of us will ever make. Most purchases go smoothly although it may not seem like it! Regardless of whether you buy a new or second hand car, at some point it will probably end up in a garage to for service and/or repair.

Insurance 57

Insurance Comparison Tips Banking 57

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

Russel Lolacher

MARCH 25, 2019

I really like the distinction between inspiration and motivation. While one comes from within (you can only motivate yourself), the other comes from everywhere and any where. We can be inspired by the environments we choose to surround ourselves in, the art we are exposed to and the words that flow from those we admire. Inspiration can make you look at things differently.

Conference 48

Conference Customer Centricity Employee Experience Innovation 48

Talkdesk

MARCH 25, 2019

The costs of contact center downtime are not always easily defined or quickly realized. Over the past month, we’ve evaluated the financial , employee , and customer impacts that a call center outage has on an organization. Our exploration of these costs would be incomplete if we didn’t highlight the hidden or unconsidered expenses of downtime. That’s where we’re going in today’s blog.

Contact Center 45

Contact Center Call Center Financial Customers 45

Forrester's Customer Insights

MARCH 25, 2019

When was the last time you answered a phone call from a phone number you didn’t recognize or opened an email from an unfamiliar sender? Like, never? Same here. The sad truth about most modern marketing tactics is that they’re too cheap and too easy. When anyone can do it, everyone will — which also […].

B2B 55

B2B Marketing 55

Pink Guava

MARCH 25, 2019

Are you a Product Startup that is keen to sell! Innovation accompanied with evolving technologies has led to so many product startups worldwide along with India. Product startups particularly try to solve a major customer pain point, and What do you think is the biggest challenge in this space? Is it the new idea, the innovation itself? OR Is it the product development?

Guidelines 40

Guidelines Customer Experience Management B2C Strategy 40

Advertisement

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

Russel Lolacher

MARCH 25, 2019

I really like the distinction between inspiration and motivation. While one comes from within (you can only motivate yourself), the other comes from everywhere and any where. We can be inspired by the environments we choose to surround ourselves in, the art we are exposed to and the words that flow from those we admire. Inspiration can make you look at things differently.

Conference 40

Conference Customer Centricity Employee Experience Innovation 40

Fox Metrics

MARCH 25, 2019

If you’ve been in the digital marketing scene for a while, one of the facts that you will get conversant with is not everyone who visits your landing page ends up purchasing an item or patronizing your service. Therefore it isn’t enough to make plans for marketing when you don’t have plans to convert your leads to customers and eventually make sales.

How To 40

How To Sales Tools Customer Relationship Management 40

Customercount

MARCH 25, 2019

At CustomerCount®, Every day is International Client’s Day. A day designed specifically for business to say thank you. A day dedicated to clients – arguably, the most valuable part of any organization. This year, March 19th was International Clients Day. … Continue reading → The post Every day is International Client’s Day. A day designed specifically for business to say thank you. appeared first on CustomerCount.

40

40

Ecrion

MARCH 25, 2019

Most people within the industry know there are insurance customer experience difficulties. Change is happening, with digital technologies and new ways of communicating at the forefront of the insurance customer experience. What matters now is making sure customers remain happy, which means avoiding as many challenges and pitfalls as possible. There was a time, not too long ago, where customers and insurers alike had to deal with paperwork.

Insurance 40

Insurance Customer Experience Omni-Channel Policies 40

Advertisement

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

North Highland

MARCH 25, 2019

Mastering the art of change management at publicly-run transportation agencies. Government organizations are often seen as being change-resistant and mired in inefficiencies due to ingrained processes and bureaucratic decision making. Federal, state and local public transportation agencies , are not immune to these challenges. However, the world is embracing organizational change faster than ever.

Transportation 40

Transportation Government Industry Management 40

CSM Magazine

MARCH 25, 2019

All too often, getting accredited is seen as being the compliance team or quality manager’s job, or viewed as “extra work” that has nothing to do with day-to-day operations. Furthermore, whilst many companies have compliance and audit teams, they can be seen as the “policy police”. This can result in a disconnect with the actual business and a lack of understanding as to what the return on investment for compliance actually means.

Return on Investment 40

Return on Investment Culture Policies System 40

West Monroe

MARCH 25, 2019

We had the pleasure of speaking with Todd Unger who is the Chief Experience Officer at American Medical Association to talk all things CX: his journey into the CX world, where his role falls within the organization, how he’s been able to achieve executive level support, how he’s creating value, and his pieces of advice for others in the profession.

Ecommerce 40

Ecommerce Roadmap Advertising Customer Centricity 40