AskNicely
MARCH 22, 2018
Hello! My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy. Back in November 2017, I moved from Austin to Portland (the home of hipsters, craft beer and the “Keep Portland Weird” slogan, stolen from my hometown. True story). I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. .
Centriam Customer Experience Lab
MARCH 22, 2018
Customers and call center employees are frequently envisioned as the houses of Montague and Capulet, eternally struggling against each other. Customers constantly complain about poor treatment, hold times, and unhelpful staff. Employees describe these jobs as the worst they’ve ever had, facing the full brunt of customer wrath. As a result, call centers average annual turnover rates above 40%, while customer loyalty numbers continue to decline.
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Kerry Bodine
MARCH 22, 2018
As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got a text: AT&T Free Msg: Reply YES to learn how to get unlimited text, 1GB of data and a low calling rate while traveling abroad (free to reply).
Customer Bliss
MARCH 22, 2018
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel,” is a great quote from Maya Angelou, that Claudiu Coltea , EVP and Head of Customer Experience for Citizens Financial Group, shared while answering the pay-it-forward question, that I ask in every podcast interview, “what do you know now that you wish you knew then?
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.
Win the Customer
MARCH 22, 2018
As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
MARCH 22, 2018
It might be considered an afterthought for some, but in the world of Customer Success, poor customer onboarding should be one of your top priorities. Why? Because it happens to be the leading cause of churn. 23% of churn, to be exact, is caused by poor onboarding ( Preact ). One way many Customer Success professionals are getting past this roadblock is by utilizing the concept of on-demand onboarding.
Second to None
MARCH 22, 2018
The ongoing battle between brick-and-mortar stores and online retail is now on more even ground than ever before. The traditional arguments for both sides relate to the convenience provided by online shopping, and the immediate service provided by employees within the in-store atmosphere. While it is certainly being pushed more to the side, brick-and-mortar retail still has immense value in the marketplace.
Customer Guru
MARCH 22, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Magellan Solutions
MARCH 22, 2018
The Philippines is one of the top countries when it comes to outsourcing and offshoring. This is because call centers in the Philippines are much cheaper compared to other countries, especially those in the United States and European countries. Though it is cheaper, the quality of work is just as good — if not better — compared to other countries like India.
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Customer Guru
MARCH 22, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
CX University
MARCH 22, 2018
For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. CX is not a tool; it is a creed, a creed that McKinsey asserts “…require organizations to make cultural changes and to rewire themselves operationally and financially.
Oracle
MARCH 22, 2018
Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Over 90 of these sessions will focus specifically on sales and CPQ trends and technologies. **Ready to register now for Modern Customer Experience 2018? Visit the registration page and use discount code “SmarterCX” to get $500 off the onsite rate now through April 9, 2018.
Truthlab
MARCH 22, 2018
Reading Time: 2 minutes Chris: Can you give an example for audience of the impact of qualitative data and how you’re using that at HootSuite and correlating that with your experience? Kirsty: Absolutely. So, our number one piece of customer feedback from detractors is around Instagram publishing. And, we were previously limited from being able to implement this due […].
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CX Advantage Walker
MARCH 22, 2018
Companies who aren’t moving their brand activity and their customer experience activity closer together are setting a course for failure. As catastrophic as this sounds, the convergence of brand and customer experience is taking up more space in business publications like Harvard Business Review, Fast Company and Inc. It’s here, it matters and it’s not.
West Monroe
MARCH 22, 2018
Last fall, I attended Dreamforce with a mission to review the state of CRM in Banking, and thus, immersed myself into all things Financial Services throughout the week. What I found was similar to what we wrote about last year and in 2016. Banks are still addressing the same overall types of challenges: building modern platforms to use the data in their legacy systems and building a culture of digital customer-centricity.
emcien
MARCH 22, 2018
Businesses everywhere know that predictive analytics can help them improve outcomes like customer churn, machine downtime, supply chain delay, and more. But predictive analytics isn’t easy. Many businesses struggle to get their projects off the ground and realize the big gains they know are possible. Why? One of the biggest barriers standing in their way is predictive modeling.
ERDM
MARCH 22, 2018
Article by Ernan Roman Featured on CustomerThink.com Consumers are jaded. They want to do business with companies they feel are transparent, address their concerns, and are trustworthy. Rimma Perelmuter , CEO of Mobile Ecosystem Forum which puts out an annual Global Consumer Trust study commented, “[There is a] paradigm shift with the emergence of the ‘Savvy Consumer’.
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CSM Magazine
MARCH 22, 2018
Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are. 89 percent of business respondents give their customer service a grade of A or B, and 84 percent believe their industries “usually” or “always” provide excellent customer service.
Forrester's Customer Insights
MARCH 22, 2018
PartnerWorld kicked off in Las Vegas yesterday and, for the first time, colocated with IBM’s Think main event. The 1,000-plus partners who packed the MGM Grand Arena heard some great messaging around simplified programs, reduced contractual requirements, and a direct sales team who was finally getting channel religion delivered through its paychecks.
CSM Magazine
MARCH 22, 2018
Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are. 89 percent of business respondents give their customer service a grade of A or B, and 84 percent believe their industries “usually” or “always” provide excellent customer service.
Forrester's Customer Insights
MARCH 22, 2018
Less than a year ago, my colleague Laura Koetzle and I published a report on the transformative effects of autonomous vehicles on the global economy. While conducting the research in the year leading up to that publication, the news cycles were sparsely populated (at best) with stories of the marvel of self-driving cars.
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.
Happy or Not
MARCH 22, 2018
April 19-20, 2018 | Nijkerk, Netherlands Meet Authorized HappyOrNot Reseller Bee-Line at Franchise+. You can find them from Booth 67. For more information about the Franchise+ 2018, please click HERE. Learn more: HappyOrNot in Retail. The post Franchise Plus | 19.-20.4.2018 appeared first on HappyOrNot.
Forrester's Customer Insights
MARCH 22, 2018
Have you ever met an executive by chance in a hallway and they asked you about some data-to-insights work you’ve presented? And you were caught off guard and didn’t explain it well? We’ve all been there. When we come up short like that, we’re leaving money – and time – on the table. We just […].
Happy or Not
MARCH 22, 2018
April 25-26, 2018 | Madrid, Spain Meet Authorized HappyOrNot Reseller STC at SHOP – The future of retail expo. You can find them from Booth B5A. For more information about the SHOP – The future of retail expo 2018, please click HERE. Learn more: HappyOrNot in Retail. The post SHOP – The future of retail | 25.-26.4.2018 appeared first on HappyOrNot.
Brad Cleveland Blog
MARCH 22, 2018
From the video series "Thrive in the New Era of Customer Relationships"
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Happy or Not
MARCH 22, 2018
March 20-23, 2018 | Lisbon, Portugal Meet Authorized HappyOrNot Reseller BenefiCombined at Portugal eHealth Summit . You can find them from Booth AA. For more information about the eHealth Summit 2018, please click HERE. Learn more: HappyOrNot in Healthcare. The post eHealth Summit | 20.-23.3.2018 appeared first on HappyOrNot.
Happy or Not
MARCH 22, 2018
March 21-23, 2018 | Sydney, Australia Meet Authorized HappyOrNot Reseller Push My Button at Australian Healthcare Week. For more information about the Australian Healthcare Week 2018, please click HERE. Learn more: HappyOrNot in Healthcare. The post Australian Healthcare Week | 21.-23.3.2018 appeared first on HappyOrNot.
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