MyCustomer

FEBRUARY 8, 2019

Engagement. Customer journeys the biggest barrier to CX.

Customer Journeys 47

Customer Journeys Marketing Engagement Customers 47

West Monroe

FEBRUARY 8, 2019

New Year, New CX? Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. Here are five key CX trends that we believe organizations and their CX executives will focus on this year. Trend #1: Demonstrating and articulating the value that CX executives bring to the organization.

Trends 45

Trends Self Service Employee Experience Metrics 45

TeamSupport

FEBRUARY 8, 2019

Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently.

Analysis 49

Analysis B2B Customer Service eBook 49

Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI. So please do listen to the full interview! I really admire REI as a brand; I actually featured them in my latest book, Would You Do That to Your Mother?

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

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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

Beyond Philosophy

FEBRUARY 8, 2019

Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.

Retail 116

Retail Consulting Loyalty Marketing 116

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Of course, this is with good reason.

Omni-Channel 95

Omni-Channel Feedback Customer Experience Data 95

Talkdesk

FEBRUARY 8, 2019

To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Why? Because customers need heaps of help when they’re just starting to use the thing you’ve sold them. Support teams do a lot handholding for new customers, taking more calls and responding to more emails at this point in their relationship than they will as time goes by.

Self Service 72

Self Service How To Tips Social Media 72

Influitive

FEBRUARY 8, 2019

Figuring out how to get quality product feedback from your customers quickly can be a big challenge for product teams. And yet, your success as a software product depends on it. The truth is, your customers are busy professionals who need a good reason to spend their valuable time filling out a customer survey or. The post Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster appeared first on Influitive.

Feedback 64

Feedback How To Software Survey 64

Method:CRM

FEBRUARY 8, 2019

Social media marketing looks little like it did just a few short years ago. The primary power behind this seismic shift? Influencers. These social media geniuses use their natural charm and relatability to build connections with thousands or even millions of followers. Initially centred around fashion and fitness, influencer marketing now involves every niche imaginable.

CRM 63

CRM Marketing Social Media How To 63

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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

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. We hope you enjoy! The Middle – Zedd, Maren Morris & Grey Nominated for Record of the Year. As Customer Success professionals we’ve all had moments where we seem to be at our wits end with a client trying to resolve an issue or even with an internal team you are trying to

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

CSM Magazine

FEBRUARY 8, 2019

Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service. When asked to rank their top three frustrations with telephone customer service, the largest percentage of people chose being kept on hold (57%), followed by rude service (52%), and automated phone menus (51%).

Data 45

Data Chatbots Social Media Banking 45

Forrester's Customer Insights

FEBRUARY 8, 2019

Ugh. Everyone is talking about the citizen data scientist, but no one can define it (perhaps they know one when they see one). Here goes — the simplest definition of a citizen data scientist is: non-data scientist.

Data 54

Data 54

Call Experts

FEBRUARY 8, 2019

Testimonial Text: You guys are a life saver, especially as I am getting started and learning all of the other ins and outs of the business! Testimonial Icon: Display Name: Handyman Connection (San Marcos). Company URL: [link].

Connections 40

Connections Company 40

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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

Forrester's Customer Insights

FEBRUARY 8, 2019

If you are reading this for the snark and jokes, thank you. We are so sorry to disappoint you, because we’re not sure how to make corporate climate risks funny. Instead, let’s have a sober discussion about climate risk, and you can leave the jokes in the comment section.¹ What Is It? The Green New […].

How To 50

How To Management 50

Merkle

FEBRUARY 8, 2019

Merkle Aquila is excited to announce that this year we will be a Silver Sponsor of DataFest – a two-week festival of Data Innovation in Scotland from the 11 th to 22 nd of March. Now in its third year, DataFest will showcase Scotland’s leading role in data science and artificial intelligence, whist offering platforms to interact with local and international talent, industry, academia and data enthusiasts.

Innovation 40

Innovation Data Connections Industry 40

West Monroe

FEBRUARY 8, 2019

One of the best things about our profession is the opportunity to meet and collaborate with so many talented and interesting people at our clients and in the community. This blog series introduces some of the executives with whom we work and spotlights the ways they are leading and making their mark, both personally and professionally. Jessica Bartnick is co-founder and CEO of Foundation for C.H.O.I.C.E.

Resources 40

Resources Financial Exercises Technology 40

Oracle

FEBRUARY 8, 2019

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.

Customer Experience 40

Customer Experience Customer Journeys Customer Centricity Customers 40

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

Forrester's Customer Insights

FEBRUARY 8, 2019

Koninklijke Philips has come a long way since the Philips family began making lightbulbs in the Dutch city of Eindhoven in 1891. Today the company focuses on healthcare, but it wants to do more than just build and sell medical products. The Financial Times recently quoted Philips CEO Frans van Houten: “In the future, most […].

Healthcare 43

Healthcare Financial Company Software 43

Myra Golden

FEBRUARY 8, 2019

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar. Join me and I’ll give your customer service employees the power to get any customer to back down. –Myra.

How To 9

How To Training Customers Customer Service 9

Forrester's Customer Insights

FEBRUARY 8, 2019

What everyone will remember most about “Super Bore LIII” is not the game or the ads but the post-game tit-for-tat between Big Beer brands Anheuser Busch InBev and MillerCoors. In case the game’s dullness induced you into a media-blocking stupor… Here’s what happened: ABI aired three Super Bowl ads blasting MC for using corn […].

Marketing 42

Marketing Brands Advertising Customers 42

NetBase

FEBRUARY 8, 2019

People are complicated and nuanced – which is why social analytics tools are so crucial to understanding their wants, needs, and interests. Technology like Next Generation Artificial Intelligence (AI) makes that job easier. Here’s why you need it and how it works. Diversify for Strength. Because there’s so much to learn about your audience – what they’re about, how they view the world, how they perceive your brand, etc. – it’s best to use a combination of tools to gain those insights.

Analytics 61

Analytics Analysis System Tools 61

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Training

Second to None

FEBRUARY 8, 2019

It is an irrefutable fact that social media has penetrated the corporate domain. It is safe to say that its momentum is only increasing as time goes on. So, what are the benefits of implementing social media into your customer service strategy? Subsequently, what are the downfalls? PROS. 1. It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand.

Social Media 67

Social Media Customer Service Strategies Strategy Customer Service 67

Thunderhead

FEBRUARY 8, 2019

Trusted companies make staff and customers happy, outperforming their rivals. But brands must never forget: trust is earned. Edelman has just published its 19th Trust Barometer , the yearly report that gauges people’s trust in private and public institutions across the world. As always, it’s a deep well of insight into the way the world perceives its societal institutions.

Return on Investment 40

Return on Investment Exercises Brands Government 40

Daniel Group

FEBRUARY 8, 2019

Customer surveys can help companies measure customer loyalty and identify opportunities for operational improvement and innovation. Done right, they leave customers feeling valued and your organization better equipped to serve them. To give your business the best chance of running an effective survey, besides applying technical best practices it helps to know how the process may feel to members of your organization along the way.

Survey 40

Survey Exercises Feedback Customers 40

ProProfs Chat

FEBRUARY 8, 2019

Do you remember the first time you fell in love? I remember the first time I fell in love. I was 15 years old and was head over heels for my hockey player boyfriend. Right before I would meet him, I could feel the butterflies in my stomach, my sweaty palms, the goosebumps on my arms, when I felt the excitement walk around the corner of our high school hallway.

Brands 49

Brands Consumers Retail Interaction 49

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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