inmoment

AUGUST 27, 2019

To leverage a third-party delivery company, or to go it alone? That’s the question facing many franchise and independent restaurants. Today’s diners love meal delivery services; the average person has two food delivery apps on their phone and uses them three times a month. More than half (54%) of users start their meal search with a specific restaurant in mind, then look for it in an app.

Guest Experience 40

Guest Experience Brands eBook Survey 40

Strikedeck

AUGUST 27, 2019

Inge De Bleecker talks about the various customer-centric strategies used to turn feedback into actionable insights.

Feedback 49

Feedback Strategy Customer Centricity Customers 49

Totango

AUGUST 27, 2019

In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention.

Customer Journeys 61

Customer Journeys Software Customers Loyalty 61

QuestionPro Audience

AUGUST 27, 2019

Multistage sampling, also known as multistage cluster sampling is an extension or a more complex form of cluster sampling. It is a kind of sampling that involves dividing the population into groups (or clusters) for further research. In multistage sampling, giant clusters of the chosen population are divided into sub-groups at different stages to make primary data collection easier to manage.

Groups 218

Groups Data Management 218

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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

Alida

AUGUST 27, 2019

Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program.

Management 211

Management Innovation Voice of Customer Customer Centricity 211

CloudCherry

AUGUST 27, 2019

Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience. Technically, it’s really just a shared definition of an outstanding experience.”. So, we have the WHAT. But, wouldn’t it be nice to know WHY it’s critical to have a firm grip on this ‘compass’, and HOW to best create one?

Handbook 170

Handbook Customer Centricity Customer Service Training Culture 170

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated.

Connections 149

Connections Tips Social Media Multi-Channel 149

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation! Personalization! Blockchain Technology!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

Customer Bliss

AUGUST 27, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Buying an extended warranty sometimes feels like burning money to me. If I don’t buy it, I need it. If I do buy it, I need it one minute, one hour or one day after the warranty runs out, and if I do call just a bit after it runs out, the answer is, “Sorry, the warranty is over.̶

Policies 137

Policies Video Customer Experience Company 137

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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

Kristina Evey

AUGUST 27, 2019

Losing customers and customer churn are a huge concern for businesses everywhere, yet many leaders don’t know what to do … Read More Episode 63 – Preventing Customer Churn and Winning Back Lost Customers. The post Episode 63 – Preventing Customer Churn and Winning Back Lost Customers appeared first on Kristina Evey.

Customers 120

Customers Customer Retention Leadership Customer Service 120

TechSee

AUGUST 27, 2019

According to Aberdeen Research , 82 percent of companies have experienced unplanned machine downtime over the past three years, costing as much as $260,000 an hour. Unplanned downtime can result from a wide range of causes, including excessive tool or job changeover, but equipment failure and unanticipated maintenance remain the biggest concerns for most companies, hindering the drive toward the highest possible Overall Equipment Effectiveness score.

Strategy 116

Strategy Self Service Video Training 116

Comm100

AUGUST 27, 2019

This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of the software vendor in protecting Personal Health Information (PHI). The second post explores the core requirements of a HIPAA-compliant digital engagement platform. The need to preserve the privacy and sanctity of personal healthcare data requires no deep explanation.

Software 100

Software Engagement Healthcare How To 100

ShepHyken

AUGUST 27, 2019

The Emotional Customer Experience. Understanding the Emotion Behind the Experience Economy. Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement. The Interview with Chris Bauserman: The experience economy has changed dramatically over time.

Omni-Channel 105

Omni-Channel Analytics Contact Center Customer Centricity 105

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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

Interactions

AUGUST 27, 2019

What’s the difference between a good IVA and a great one? . You’ve probably had experiences with an “okay” IVA. It got the job done, but maybe not in the fastest or most efficient way. You may have had to repeat a few things, or maybe it took a few tries for the technology to understand what you were actually calling about. You completed your transaction, but you left the interaction feeling annoyed. .

eBook 54

eBook Omni-Channel Banking Technology 54

Centercode

AUGUST 27, 2019

If you’ve attended a QA or testing conference recently, it seems as though manual testing is a dying discipline. Due in part to the speed of development, test automation, and artificial intelligence, a greater proportion of test management is now influenced or even controlled by developers. In our interview with Jennifer Bonine, CEO of PinkLion.

Communication 52

Communication Management Conference 52

CSM Magazine

AUGUST 27, 2019

One of the ways companies endeavour to make themselves more efficient is by outsourcing some of their business operations. In this article we’ll look at some of the benefits of outsourcing your customer service. With the increasing importance of the global marketplace, outsourcing has become a popular way for companies to cut expenses. From manufacturing to customer service, many companies operating internationally are now using outside firms to provide services at a lower cost.

Customer Service 49

Customer Service Call Center Contact Center CRM 49

Centercode

AUGUST 27, 2019

If you’ve attended a QA or testing conference recently, it seems as though manual testing is a dying discipline. Due in part to the speed of development, test automation, and artificial intelligence, a greater proportion of test management is now influenced or even controlled by developers. In our interview with Jennifer Bonine , CEO of PinkLion.ai (formerly VP of Global Delivery and Solution at Tap|QA), she illuminates the evolving role of test and beta managers.

Communication 49

Communication Management eBook Conference 49

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

NetBase

AUGUST 27, 2019

Your influencer marketing strategy could use a little TLC – and this ten-step guide is just what the doctor ordered. You’ll find the steps for constructing a solid influencer marketing foundation as you enhance audience understanding and create benchmarks to measure your efforts against. Let’s go! #1. Learn What You Don’t Know About Your Brand .

Marketing 49

Marketing Strategy Fashion Sports 49

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Software 40

Software Customer Success Culture Customers 40

MyCustomer

AUGUST 27, 2019

Register to watch. Lead goal. 50. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for your interest in the webinar 'How Photobox simplifies the online experience'. GoMoxie will be in touch to confirm your registration shortly. .

Online Experience 40

Online Experience 40

Gravy Analytics

AUGUST 27, 2019

In today’s fast-paced world it becomes increasingly harder to reach your potential customers in a sea of digital marketing tactics. You are providing your audience with information you assume is relevant, but is it? Is your message standing out? Or getting lost because it doesn’t quite resonate with your target audience. Location intelligence naturally increases the CTR and ROI of digital advertising campaigns because it allows companies to create hyper-relevant ads and deliver them to a custom

ROI 40

ROI Analytics Data Tips 40

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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

Forrester's Customer Insights

AUGUST 27, 2019

Over the past few years, countless articles have been published on the growing importance of CMO-CIO collaboration. Of course, it seems so evident that the relationship between CMO and CIO should thrive in a world imposed with such demand for innovation. Every business needs technology. Every product needs a brand. Every generation advances in its […].

Course 49

Course Innovation Brands Technology 49

Grade.us

AUGUST 27, 2019

Are the hospitality and travel industries beholden to hospitality reviews? Sure, hospitality reviews are important. At times though, it sounds as if we're beating a dead horse. There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. These companies are doing just fine. Are they though? There's a growing body of evidence that shows hospitality reviews are a life or death, make or break issue for companies in the hospitality and travel indust

Hospitality 30

Hospitality Travel Industry Hotels 30

Forrester's Customer Insights

AUGUST 27, 2019

Security and risk pros have the opportunity to shape the future of technology and business in ways we might have only dreamed of two years ago.

Technology 51

Technology 51

Brandwatch CX

AUGUST 27, 2019

Data 41

Data 41

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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

Perkville

AUGUST 27, 2019

Rewards Programs 40

Rewards Programs Customers Strategy 40

Qualtrics

AUGUST 27, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Justin’s “Why Qualtrics” story. One of the most valuable components of a job for me is seeing the real-world value I’m helping to deliver. EmployeeXM helps us enable companies to improve the lives of their employees, in a world where people spend so much of their lives at work.

Consulting 20

Consulting Technology Management Conference 20

Think Customers

AUGUST 27, 2019

Business leaders have long wish lists for improving the customer experience, but competing priorities pose significant hurdles to transforming the experience, according to new research. Meanwhile, some companies are redefining what it means to prioritize the customer. Although customer experience correlates to customer loyalty and financial results, companies still struggle to deliver excellent experiences to their customers.

Financial 10

Financial Loyalty Customers Customer Experience 10