QuestionPro Audience

SEPTEMBER 27, 2018

We use many words to describe those who answer our sometimes-tedious surveys: “respondents”, “participants”, “subjects”, etc. As some have noted, how about using “people”? Then maybe we’d empathize better with them for what we are asking them to do, as Rudley Raphael very eloquently argues in his article. It’s the right thing to do – give them a better experience, and we’ll get better information back.

Marketing 170

Marketing Study Survey Conference 170

Bob Hayes

SEPTEMBER 27, 2018

Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos and 2) employing machine learning predictive analytics.

Data 84

Data Marketing Healthcare Effort Score 84

Forrester's Customer Insights

SEPTEMBER 27, 2018

You’re an executive, an employer, or maybe an up-and-comer in your organization, but either way you have surveyed the moment and you know that big things are poised to happen.

Survey 38

Survey Consumers 38

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales. In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transforma

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

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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

SEPTEMBER 27, 2018

Market research is necessary for a business to learn and grow. But many businesses push off conducting research due to budgetary restraints and feel there are more pressing areas to invest in than research, which is a mistake. In a recent study conducted by market research firm, Attest, 26% of businesses surveyed said they do not gauge the market before launching a new product or service. 16% said market research is too time consuming, 35% claimed market research was irrelevant to their business

Survey 170

Survey Marketing Study Groups 170

AskNicely

SEPTEMBER 27, 2018

?. Ryan Carson, Founder and CEO of online coding school Treehouse , knows how important it is to hire diverse teams. Not only is it good for the world, but it also helps companies discover new perspectives, see new problems, and even increase profits (to the tune of up to 30%, according to Ryan). Unfortunately, there is still a sizable gap between the number of new tech jobs created and the number of women and minorities who pursue computer science careers.

Net Promoter Score 150

Net Promoter Score Video ROI Loyalty 150

GetFeedback

SEPTEMBER 27, 2018

Retailers that embrace developing technology will keep consumers coming back for more. Here's how the retail customer experience is adapting to innovation.

Retail 150

Retail Customer Experience Innovation Consumers 150

Comm100

SEPTEMBER 27, 2018

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on. Customers expect a lot more from customer service agents than a simple greeting.

Culture 161

Culture How To Tips Training 161

Customers That Stick

SEPTEMBER 27, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Tips 103

Tips Customer Service Customers 103

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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

UJET

SEPTEMBER 27, 2018

Customer Service Week isn't just an opportunity for your team to celebrate. It's a great time to reinforce the importance of making sure each customer's experience is the best it can be. Parties, awards, and recognition for your customer service agents should be baked into the week as well, but if you're not using this week as a chance to refocus on the customer experience, you'll be missing out.

Customer Experience 89

Customer Experience Customer Service Customers 89

Alliance by IFS

SEPTEMBER 27, 2018

In this article by Astea COO David Giannetto, featured in the Sept./Oct. 2018 issue of Field Technologies magazine, learn what three things to focus on to make digital transformation possible. Digital transformation is all the rage, but let’s face it: your company probably isn’t ready for it. So let’s set aside the buzz word and focus on the things that your organization can actually do to make digital transformation possible.

Technology 82

Technology Company Customer Satisfaction Software 82

Bob Hayes

SEPTEMBER 27, 2018

Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos and 2) employing machine learning predictive analytics.

Data 81

Data Marketing Healthcare Effort Score 81

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Clay that’s well-centered yields a strong result; off-centered clay is ugly or eventually cracks. Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids^®” and may eventually cease to exist.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

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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

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success. For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning.

Trends 74

Trends Customer Success Effort Score ROI 74

Second to None

SEPTEMBER 27, 2018

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader.

Retail 69

Retail Measurement Brands Omni-Channel 69

Oracle

SEPTEMBER 27, 2018

You may agree with the point of view that old technology cannot compete with new technology. Indeed, the largest customer relationship management (CRM) software vendors in the market will have you believe this is true. And it is hard to argue with the long-term cost-savings and efficiencies modern cloud-based CRM technologies provide. Still, for certain organizations, there is a reason to use on-premise technology or at least a hybrid approach to meet both the regulatory requirements of the busi

CRM 71

CRM Software Government Customer Relationship Management 71

CX University

SEPTEMBER 27, 2018

It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95 box. (If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step of the customer journey, starting with Marketing.).

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

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

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. So often, all of us get caught up going through the “steps” of someone else’s process or “how to” formula. Yet, our actions fall short. We, ourselves, do not feel authentic, sincere or genuine in talking their talk. As far as walking their walk, well, forget it.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

CX Advantage Walker

SEPTEMBER 27, 2018

Self-service and DIY. It’s a growing expectation among all of us and more and more prominent in our everyday lives. It’s no different in CX, where self-service / DIY Enterprise Feedback Management (EFM) platforms have become the norm. Many companies now have formal CX functions with adequate resources and expertise in order to manage and. Continue reading.

Self Service 63

Self Service Resources Feedback Management 63

inSided

SEPTEMBER 27, 2018

Sometimes B2B software users need product support beyond basic help documents. In this blog post, we discuss how incorporating user-generated content (UGC) can enrich your help center and boost customer satisfaction.

B2B 60

B2B Customer Satisfaction Software Customers 60

ReviewTrackers

SEPTEMBER 27, 2018

Getting on Google Maps is crucial for online exposure. Businesses that don’t show up on the service miss out on millions of users who use it every day to find a new place to spend their money. Google Maps businesses should also include crucial information – such as hours, offerings, and photos – to give customers enough information to make a decision.

How To 50

How To Groups Customer Experience Feedback 50

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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

CX Advantage Walker

SEPTEMBER 27, 2018

Self-service and DIY. It’s a growing expectation among all of us and more and more prominent in our everyday lives. It’s no different in CX, where self-service / DIY Enterprise Feedback Management (EFM) platforms have become the norm. Many companies now have formal CX functions with adequate resources and expertise in order to manage and. Continue reading.

Self Service 48

Self Service Resources Feedback Management 48

ReviewTrackers

SEPTEMBER 27, 2018

Getting on the Google Maps business rankings is crucial for online exposure. Businesses that don’t show up on the service miss out on millions of users who use it every day to find a new place to spend their money. Google Maps businesses should also include crucial information – such as hours, offerings, and photos – to give customers enough information to make a decision.

How To 50

How To Groups Customer Experience Feedback 50

Helen Dewdney

SEPTEMBER 27, 2018

The new Package Travel and Linked Travel Arrangements 2018 have replaced and considerably modified the former 1992 Package Travel, Package Holidays and Package Tour Regulations 1992. The new regulations came into force on the 1 st July 2018. Holidays taken prior to this will be covered by the previous regulations. A package holiday definition. A package holiday is one that has at least two components, all as part of a ‘package’ for which you pay an inclusive price: transport (such as flights, tr

Travel 56

Travel Hotels Transportation Airlines 56

Genroe

SEPTEMBER 27, 2018

Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].

Social Media 45

Social Media B2B B2C Marketing 45

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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

Playvox

SEPTEMBER 27, 2018

According to a study done by CCW , training is the #2 priority for contact centers in 2018. As they believe tools and training play crucial roles in driving the agent experience. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning techniques, self-awareness, empathy, and dealing with difficult customers don’t change easily.

Call Center 42

Call Center Training Contact Center Study 42

Optimove

SEPTEMBER 27, 2018

It happens often, especially in today’s business world. Growing companies are struggling to hire the right people for the right positions. It’s more than the tedious process of advertising the job and screening candidates, the many stages of interviewing and the resource-intensive onboarding process. It’s also about a loss in productivity and, sometimes, losses in real business.

Culture 40

Culture Advertising Resources Study 40

Genroe

SEPTEMBER 27, 2018

Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].

Social Media 40

Social Media B2B B2C Marketing 40