QuestionPro Audience

FEBRUARY 12, 2018

Attention, small businesses! According to the U.S. Small Business Administration , there are currently 28.8 million small businesses in the United States. These businesses have played a major role in economic growth because they create so many jobs (1.4 million in 2014!), but getting the business off the ground is a struggle. About two-thirds of small businesses survive 2 years, half will survive 5 years, and one-third will make it to 10 years.

Marketing 239

Marketing Consumers Study Innovation 239

Experience Investigators by 360Connext

FEBRUARY 12, 2018

Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people. Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace.

Course 173

Course Video Training e-support 173

AskNicely

FEBRUARY 12, 2018

So, a few months ago I had a bad day. I entered what was the busiest season of my 30s, and Portland entered the beginnings of its crazy-making stretch of rainy-grey-sky-bummer weather. So, on my way home I stopped by my local watering hole for a quick drink and a hamburger to lift my spirits. The drink was OK. The hamburger was amazing. The sour mood remained the same.

Net Promoter Score 150

Net Promoter Score Feedback Brands Tips 150

GetFeedback

FEBRUARY 12, 2018

Empower your survey respondents to quickly tell you how they feel about a specific experience or piece of content with our new Like/Dislike question type.

Feedback 150

Feedback Survey 150

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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

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

Experience Matters

FEBRUARY 12, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors. Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu received the lowest overall scores.

Report 120

Report Groups Survey Data 120

Truthlab

FEBRUARY 12, 2018

Reading Time: 3 minutes You’ve overcome objections to journey mapping, gathered the necessary resources, and organized a team to tackle the project. Now what? It’s time to begin mapping, but don’t fall victim to these 5 pitfalls: 1) Lack of scope. When you start a mapping project you should have a specific journey in mind. Mapping the customer’s entire […].

Customer Journeys 119

Customer Journeys How To Resources Customers 119

TechSee

FEBRUARY 12, 2018

Mobile World Congress (MWC), the world’s largest gathering for the mobile industry, is being held in Barcelona from February 26 – March 1. This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. That’s quite a lot of new ideas, apps, presentations and giveaways to sift through.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Wired and Dangerous

FEBRUARY 12, 2018

The root canal had a hiccup. Three weeks after the dental procedure, Chip called his world-class dentist to alert him that mild discomfort had returned to his wayward tooth. He was calling for an appointment. “He wants to see you right now,” said the receptionist. Minutes later he was in the dentist chair! Year-end tax planning yielded a couple of unexpected technical questions.

Management 79

Management Customer Experience Customers 79

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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

TechSee

FEBRUARY 12, 2018

Mobile World Congress (MWC), the world’s largest gathering for the mobile industry, is being held in Barcelona from February 26 – March 1. This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. That’s quite a lot of new ideas, apps, presentations and giveaways to sift through.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Cyara

FEBRUARY 12, 2018

Many organizations around the world are undertaking digital transformations in an effort to move with the times and meet consumer expectations. Working with Cyara's customers, the Domain Consulting team has found that this transformation most often involves a transformation in how they think about technology. In fact, I believe that is critical for achieving a successful transformation.

Technology 72

Technology Consulting Meeting Consumers 72

ReviewTrackers

FEBRUARY 12, 2018

Franchises today are working on improving their SEO strategy to be found in local searches. Let’s say you own a franchise with 50 locations. You provide high-quality burgers at each location. You also make sure amazing service is provided at each location. But you’re having some trouble competing with the local restaurants within each franchise location’s local community.

Tips 72

Tips Social Media Video Consumers 72

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. They want customers to leave their hotel or restaurant feeling like “wow - that was an amazing thing that I just experienced.”.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

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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

Cyara

FEBRUARY 12, 2018

Keeping on top of your CX requires ongoing monitoring, with robust, flexible alerting capabilities. Today, many CX leaders are monitoring their CX applications with Cyara Pulse, and leveraging our dashboards to make it easy to see at a glance when something needs attention. To make sure our customers find out as quickly as possible when a problem occurs, we have robust, flexible alerting capabilities.

Contact Center 59

Contact Center Call Center Metrics Customers 59

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. Customers can find any product in countless ways, so training employees to provide an above-and-beyond level of service will contribute to your brand’s ability to stand out amongst the crowd.

Brands 59

Brands Leadership Voice of Customer Survey 59

Cyara

FEBRUARY 12, 2018

Even the most thoroughly tested and optimized CX delivery systems are subject to unexpected failures and degradation, and CX monitoring allows an enterprise to detect these before their customers do. As covered in this Cyara Resources article , CX production monitoring is designed to check the performance of your CX delivery systems. Production monitoring can broadly be classified as either active or passive , and it's beneficial for enterprises to use both.

System 59

System Resources Call Center Metrics 59

Oracle

FEBRUARY 12, 2018

Empathy, trust, and warmth are not terms typically associated with machines, yet early adopters are already starting to embrace the realization that a shift in engagement is coming. Gartner recently placed “AI Everywhere” at the head of its list of Top Trends in the Gartner Hype Cycle for Emerging Technologies. Gartner predicts key elements of AI are poised to explode in two to five years with categories like machine learning, deep learning, and cognitive expert advisors leading the

Chatbots 63

Chatbots B2C Sales Interaction 63

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

ERDM

FEBRUARY 12, 2018

Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” This doesn’t come close to meeting consumers’ demands for more personalized and human needs-based communications and experiences. So how do marketers step up and deliver?

Fashion 58

Fashion Omni-Channel Consumers Communication 58

Natalie Petouhof

FEBRUARY 12, 2018

Tweet Shipping with Amazon (SWA) is the name of Amazon’s new delivery service. It is thought to rival UPS and FedEx, according to The Wall Street Journal. Why is it attractive to customers? It seems Amazon wants to offer lower prices than competitors (FedEx and UPS) by adding extra package to the empty spaces in their trucks. The service is said to start in Los Angeles and work with third-party merchants that sell on Amazon’s marketplace.

Customer Experience 56

Customer Experience Software Customers Management 56

Myra Golden

FEBRUARY 12, 2018

When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor. In a live De-escalation workshop recently, I had my audience divide up into pairs. And I had them identify as partner “A” or partner “B.”.

Video 55

Video Course Customers Customer Service 55

Oracle

FEBRUARY 12, 2018

What lies ahead for small- and medium-sized businesses (SMBs) in 2018? What’s in store for your business? It’s hard to say; I can’t get out my crystal ball to find the answers—but I do know this: All SMBs need to leverage these three tech innovations in order to remain competitive in today’s marketplace. 1. Mobile. If you are not a mobile-friendly business yet, you need to make the transformation in 2018.

Innovation 46

Innovation Chatbots Consumers Retail 46

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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

Lithium

FEBRUARY 12, 2018

This last year was a big year. We brought on new customers, new employees, new product expertise, and hosted new events around the globe. So whats next? Our Lithium Network Conference (known as LiNC) is renowned in the industry for its focus on our customers and networking with the "best in CX". This event brought hundreds of customers across the globe together for knowledge sharing, networking, training, awards, certifications, and most of all, to share their journey in the world of digital cus

Customer Experience 40

Customer Experience Roadmap Conference Course 40

Informedy

FEBRUARY 12, 2018

If 2017 was ‘The Year of Engagement’, then 2018 may be ‘The Year of Personalized Interaction’. Companies stepped up last year to understand consumer behavior, measure more than just ‘clicks’ and focus on the consumers most highly engaged (and most profitable). With progress made on achieving growth through customer acquisition, commercial organizations today are now seeking ways to move beyond engagement and first purchase.

Data 40

Data Consumers Measurement Engagement 40

Maru/HUB

FEBRUARY 12, 2018

Customer service professionals could be forgiven for thinking that their efforts to ensure top-quality assistance go largely unnoticed; we tend to assume bad experiences have a more lasting impact on customers, and that a good customer experience is quickly forgotten. However, new research shows that customers are just as likely to share a positive experience as a negative one.

Social Media 40

Social Media Effort Score Analysis Groups 40

Ann Michaels and Associates

FEBRUARY 12, 2018

It’s Time to Listen . The single biggest complaint of customers is that salespeople talk too much and don’t listen enough. Poor salespeople dominate the talking, while successful salespeople dominate the listening. . It’s possible for you to talk too much, but it’s rarely possible to listen too much. When salespeople are excellent listeners, prospects and customers feel comfortable and secure with them.

Self Service 53

Self Service Customers Feedback Tips 53

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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

ShepHyken

FEBRUARY 12, 2018

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. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. (MartTech Exec) “It’s tough to be in a customer-facing position these days.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

Dapresy

FEBRUARY 12, 2018

Gain market research reporting efficiencies of up to 40%. You may know Dapresy for our infographic dashboard capabilities. Yet, you may not know that “what is under the hood” is an engine with core MR capabilities that make day-to-day ad hoc production much easier and more efficient. If you stop and think about it, how could Dapresy Pro create such sophisticated dashboards without the core functions needed to power all the required market research specific requirements.

Infographics 40

Infographics Case Study Report Customer Experience Professionals 40