Mon.Nov 05, 2018

Do Your Customers Believe in You?

Steve DiGioia

This original article was written by Steve DiGioia. My cat is diabetic. Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter.

How to Use Your Customer Journey Map to Increase Business Productivity


If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization. The article notes that although individual teams perform well overall, there is often a lot of redundancy across departments.

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Collaborative Workplace Experiences create better Customer Experiences

One Millimeter Mindset

When we create collaborative workplace experiences, we create better and better customer experiences. This is common sense. You know it. I know it. Yet this scenario is not quite how things happen in the workplace, is it?

How to Take Local Brands to Global Success: The 5 Rules to Fortune


I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data.

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The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Indiana Farmers Insurance Talks CX


Best Practices Create Business Results Customer Experience Manager at Indiana Farmers Insurance, Jennifer Rulon, talks about how customers became core to their business through cultivation of their CX program with platform use and market research analysis.

More Trending

What does Goal and Expectation Setting Mean in Customer Success?


We know that having clear objectives is paramount, regardless of what project you’re undertaking, both in your personal and professional life.

5 Top Customer Service Articles for the Week of November 5, 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.

Social Engagement Lessons from Caps Lock Day


It’s one thing to say “don’t be promotional” in your posts – but achieving it can be a challenge. After all, promoting your brand is the underlying point. Here’s how to use whimsical holidays like Caps Lock Day to break the ice. Social Sentiment Gives the Green Light.

How to Increase Sales During the Holidays

Call Center Pros

We just left Halloween behind and Thanksgiving and the Christmas holidays are just around the corner. It is no secret to anyone that this is the busiest season of the year for most businesses.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

The Commitment Quadrant

Customer Enthusiast

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs.

Social Media Listening Checklist for Europe and Beyond


International marketing campaigns offer exceptional reach for any brand, but there are unique considerations to keep top-of-mind, beyond what one would typically pay attention to, when focused domestically.

How to Handle the Holidays Before the Holidays Handle You


Many contact center leaders are preparing for the holidays now that November is here. Whether it’s to maximize the return on an influx of customer contacts, meet staffing requests while managing an increase in employee time-off requests, or a combination of the two, going into the holidays (or any peak period) requires having a good plan in place. The US Army has a saying for situations like this, “proper prior planning prevents poor performance”.

Interview: Immediate Future Founder Katy Howell on Why Marketers Need to Put Down the Sledgehammer

Brand Watch


Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Download Case Study


The post Download Case Study appeared first on Optimove

Predictions 2019: Customer Experience Comes Under Fire

Forrester's Customer Insights

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.

Want Your Brand to Win in China? The Key is Localization


China once seemed a land of endless opportunity for multinational organizations. But over the past few years, Chinese consumers are increasingly favoring local brands.

Predictions 2019: Employee Experience Moves To Center Stage

Forrester's Customer Insights

Companies and executives are paying attention to employee experience as never before. There are good reasons for this attention. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Build loyalty through emotionally resonant, revenue-generating CX


The post Build loyalty through emotionally resonant, revenue-generating CX appeared first on Keatext. Customer Experience NPS ROI

Making Content More Inclusive

Help Scout

Our Engineering Coach, Megan Chinburg, recently called for further removing ableist language from Help Scout’s company vernacular. “I I observed us using the word ‘crippled’ a few times in various conversations and presentations.

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RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI


RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. 12-14.

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Everything You Need to Know About Modern Customer Experience 2018 Amsterdam, Frankfurt, London, and Stockholm

Smarter CX

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Video: Turning Your Contact Center Into A Profit Center


We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. The full transcript is below, as well as the archived recording. Take a listen! We welcome your feedback. .

Why Customer Support Managers Should Know About VPNs

CSM Magazine

The Technology and Its Capabilities. VPNs have rapidly grown in popularity lately as a way to ensure online privacy and to secure the Internet traffic of their users. Nowadays, almost anyone who browses online regularly knows at least something about VPNs or has heard about the term.

Successfully Reach Your Commercial Bank Customers – Show You Know Them

Beyond the Arc

Hoping to gain the attention of commercial bank customers and prospects? To make your messages more appealing, try three smart approaches to connect, predict, and engage with your target audience.

Acquia Engage Recognizes Our Nonprofit Work

Hero Digital

When the Houston Methodist Hospital Foundation came to Hero Digital to help reimagine their online giving experience, we knew the project would be a special one.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.