Lumoa
APRIL 17, 2018
We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.
C3Centricity
APRIL 17, 2018
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.
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Comm100
APRIL 17, 2018
One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.
Kerry Bodine
APRIL 17, 2018
A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting always presents logistical challenges, but we’ve never failed to find customers who are enthusiastic about attending.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Vonage
APRIL 17, 2018
Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
APRIL 17, 2018
With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. AI and its enabling methodologies — Machine Learning, Deep Learning and its applications, NLP, computer vision and speech recognition — are the focus o
ReviewTrackers
APRIL 17, 2018
If you’re looking to improve your business performance on social media, it’s important to know how your competitors are doing and how you’re measuring up against them. Conducting competitor analysis doesn’t have to be hard. This post will talk about how you can monitor the competition based on their activity on Facebook. Why Do Competitor Analysis on Facebook?
Beyond Philosophy
APRIL 17, 2018
Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking? The post Facebook mistakes: What can we learn? appeared first on.
Oracle
APRIL 17, 2018
Website forms are one of the most sensitive parts of a customer’s interaction with a business. As brands, when we present the consumer with a form, our implicit expectation is that the consumer will provide us with truthful answers – and will do so willingly and happily. However, the consumer also has expectations, stemming from a successful marketing campaign, a review they read, or even a previous experience within a brick-and-mortar store.
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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.
Second to None
APRIL 17, 2018
Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. Whether it is someone that goes to fix or set-up in-home technology, complete physical therapy sessions, pet-grooming, etc. brands that complete this style o
Solvvy
APRIL 17, 2018
The post The Opportunity Cost of Delivering an Average Customer Experience appeared first on Solvvy.
Quadient
APRIL 17, 2018
Recognizing the forces that will impact your CX. Think about the last time you had a bad customer experience - what did you do? Did you lodge a complaint with the organization or just tolerate the interaction? Maybe you simply switched to a competitor after that bad experience. Leaving is now the norm, according to a recent European study an average of 76% of consumers said they would leave a business if it didn’t meet their customer experience standards.
Forrester's Customer Insights
APRIL 17, 2018
Top B2B marketing leaders think carefully and thoroughly about which markets represent the best fit for their offerings. Account-based marketing (ABM) is the most recent embodiment of this practice – what is generally called go-to-market strategy. Old timers (like me!) hear the ABM hoopla and think “wasn’t this called major* account management 10 years ago?
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Happy or Not
APRIL 17, 2018
April 24-26, 2018 | Gent, Belgium Meet Authorized HappyOrNot Reseller FourSmileys at Health & Care 2018 expo. Find them from stand 1e83. “Health & Care expo is a meeting place that brings together 6,000 professionals from the healthcare sector, the healthcare industry and the government.” For more information about the Health & Care expo 2018, please click […].
Forrester's Customer Insights
APRIL 17, 2018
There’s a sense of urgency in Asia to capitalize on AI, not only to compete but to lead globally. Appier, established six years ago in Taiwan, is one of these firms. I recently attended its first analyst event in Taipei to better understand how the company approaches the AI opportunity and helps its clients deliver […].
Brad Cleveland Blog
APRIL 17, 2018
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies … Continue reading → The post You’re Lookin’ (Too?) Good… appeared first on Brad Cleveland.
Forrester's Customer Insights
APRIL 17, 2018
One of the positive consequences of having fantastic speakers and robust conversations at Consumer Marketing this year is that we have a backlog of questions from the audience that we weren’t able to address on stage. Here are just a few of the remaining questions that fellow marketers had for Jenny Storms, CMO of NBC […].
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Verint
APRIL 17, 2018
Engage18: On The Inside. It stands 30 feet high. At night, the massive 72 white pre-cast columns provide the mind’s eye with the creative illusion that they’re floating, seemingly, on nothing but the light that supports them. It came into existence, June 24, 1970, with one purpose. To pay tribute to a man. A President. John F. Kennedy. Today, the massive structure that was carefully crafted and expertly designed by the renowned American architect Philip Johnson is affectionately referred to as t
Forrester's Customer Insights
APRIL 17, 2018
The focus on government CX is not a fad. The new Improving Customer Experience cross-agency priority (CAP) goal in the President’s Management Agenda makes that crystal clear. The goal requires federal agencies to match the private sector and make creating a “modern, streamlined, and responsive experience” a “focal point for agency leadership.
Brad Cleveland Blog
APRIL 17, 2018
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs.
Forrester's Customer Insights
APRIL 17, 2018
Jim Nail and I are excited to announce the publication of The ForresterTM Wave: Marketing Measurement And Optimization Solutions, Q2 2018. This report evaluates eight top vendors’ current offering, strategy, and market presence for unified measurement solutions that leave behind siloed measurement approaches, like attribution and mix modeling. The research revealed two strong insights: Unified […].
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.
Brad Cleveland Blog
APRIL 17, 2018
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs.
Forrester's Customer Insights
APRIL 17, 2018
I would like to introduce myself as a new member of Forrester Data’s data science team. Before joining Forrester, I studied economics at McGill University, where I developed a skillset in quantitative analysis and knowledge of the incentive-driven behaviors fueling today’s consumer-driven economy. I am excited to utilize what I’ve learned in my studies to […].
Michelli Experience
APRIL 17, 2018
As you might expect from someone who has worked with and written a couple of books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way) , I have had my share of media asking me to opine on what happened in that Philadelphia Starbucks when 911 was called and the police placed two black men in handcuffs and led them out? My short answer is that any response at this time will be too simplistic and likely will fail to address a myriad of social/customer experience factors at pl
Stella Connect
APRIL 17, 2018
If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. You also hope to keep agents engaged so they’ll want to stay put.
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Provide Support
APRIL 17, 2018
Did you know that 51 percent of U.S. employees are looking for a new job? Why? Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough? It’s quite a difficult task to find the one who cares only about material values when deciding on a job.
ShepHyken
APRIL 17, 2018
Ushering in the Next Evolution of Brand Loyalty and Customer Experience. What does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM , to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience. ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_
Provide Support
APRIL 17, 2018
Did you know that 51 percent of U.S. employees are looking for a new job? Why? Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough? It’s quite a difficult task to find the one who cares only about material values when deciding on a job.
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