Customer Bliss

JULY 20, 2017

This will be a shorter post than normal, but I wanted to put this out there. Sometimes with clients or companies, I’ll hear a concern about launching a full-scale customer experience program because “we’re far behind on it” or, more vaguely, “we already have something like that.” The status quo wins out and sameness persists, even though it’s not engaging customers and rivals are chipping away at market share because of their experiences.

Study 178

Study Engagement Brands Customer Experience 178

Calabrio

JULY 20, 2017

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market.

Contact Center 100

Contact Center Retail Customer Experience Competitive Advantage 100

Uniphore

JULY 20, 2017

Authentication is critical to security, so it is fortunate to note that when it comes to identifying customers, most automated customer service systems are able to authenticate the consumer. Authentication, of course, is not only beneficial for security purposes, it also helps to improve the personalization of the experience a customer receives. Read More.

Course 100

Course System Consumers Customer Service 100

CustomerGauge

JULY 20, 2017

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. Companies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth. When it comes to customer loyalty and retention, the technology sector scores an […].

NPS 99

NPS Industry Technology Customer Centricity 99

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Customers

transcosmos Information Systems

JULY 20, 2017

Today’s marketing landscape is no longer brand-centric, rather is customer-centric. It’s all about what the customer wants and needs, as well as the customer’s overall brand experience. Often, this experience can make or break your brand reputation. A recent study discovered that 59% of consumers switched brands because of a negative customer experience.

Customer Service 81

Customer Service Marketing Social Media Omni-Channel 81

Provide Support

JULY 20, 2017

12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online. While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers.

Social Media 69

Social Media Customers Interaction Customer Service 69

ReviewTrackers

JULY 20, 2017

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. Whether you’re managing a small- or medium-sized business with one location or an enterprise-level organization with hundreds or thousands of business locations, your ability to monitor, influence, and improve the way your brand is perceived online by existing and potential customers can spell the difference between winning and losing.

Brands 72

Brands Social Media Feedback Consumers 72

Think Customers

JULY 20, 2017

It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically-designed, and static experience strategies can’t keep up with today’s always-on, hyper-connected customers. Businesses need new models for innovation and growth. I caught up with Charlene Li, principal analyst at Altimeter, a Prophet company, who explained what a modern experience strategy entails and shared.

Strategy 60

Strategy Innovation Connections Customer Experience 60

Fox Metrics

JULY 20, 2017

High abandonment rates on your checkout page can be devastating to your site’s profits. You’ve attracted visitors to your site and they’ve found something they wanted. Then they go to purchase and they end up leaving your site, with no conversions made, and no profits to show. While a high abandonment rate for your checkout pages is a recipe for conversion disaster, fortunately it’s a problem that can be corrected.

Abandon Rate 49

Abandon Rate Analytics Report Consumers 49

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Communication

Clarabridge

JULY 20, 2017

It’s that time of year again! Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. The awards recognize organizations and individuals who are transforming their business by leveraging customer experience management strategies – this can be for both social customer service and/or part of a multi-channel customer experience program.

Customer Experience 40

Customer Experience Multi-Channel Hotels Social Media 40

Influitive

JULY 20, 2017

This is the third post in a developer relations and advocacy series. In my previous posts, I touched on the concept of developer advocacy—AKA turning developers into brand advocates. In this post, I’ll cover how developer advocates are different from developer evangelists, and where growing a community of advocates (and shifting the mindset of your.

Brands 40

Brands B2B Marketing Customers 40

Escalent

JULY 20, 2017

In the rapidly evolving healthcare marketplace, the role of a primary care physician (PCP) is changing.

Healthcare 55

Healthcare 55

Genroe

JULY 20, 2017

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe.

Case Study 40

Case Study NPS Study Feedback 40

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Tips

Verint

JULY 20, 2017

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor. During this video discussion, they explore the ways marketing can help drive positive change for customers within an organization, key challenges and opportunities regarding customer service and customer experience, and how technology will continue to evolve.

Video 31

Video Technology Tools Self Service 31

Amity

JULY 20, 2017

Winter is finally here, and the people of Westeros haven’t been very proactive about it. Customer Success Managers know that being proactive can save them from churn, but there’s always a chance that your beloved accounts decide to leave you. Based on these leading causes of churn, how would you die on Game of Thrones? SPOILER ALERT, this post focuses on characters who have lost their lives on Game of Thrones.

Customer Success 86

Customer Success Loyalty System Sales 86

Talkdesk

JULY 20, 2017

This piece was originally written by Jon Braga, Customer Advocacy Thought Leader, for Opentalk magazine. In planning sessions, we talk about how we can improve the customer experience (CX). But, when was the last time you worried about the agent experience? Unless you’re working at one of the unicorns of support service, this topic does not get the same level of attention as CX.

Customer Experience 51

Customer Experience Customer Service Call Recording Tools 51

Magellan Solutions

JULY 20, 2017

The beginning of the year 2017 made some stakeholders in the outsourcing industry, notably call center outsourcing , a little concerned. The newly-elected President of the United States of America Donald J. Trump did not waste time in declaring to the world about his “America first” campaign, which in a nutshell, means prioritizing Americans for employment and labor.

Call Center 60

Call Center Report Customer Service Representative Healthcare 60

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