Wed.Feb 06, 2019

How to Use Online Surveys to Re-Engage With Customers


Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on.

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Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. Everyone is excited about CX, given the direct correlation with revenue and margins. But it quickly becomes challenging; companies are often lost on where to start and how to improve CX.

Why focusing on CX is key at times of change


Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago.

Top 10 Tips for Gathering Event Attendee Feedback


Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Migrating from Zendesk to Kayako with an Automated Service


When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process.

More Trending

Relating Customer Experience to Customer Loyalty Part 3 of 3


This is the last part of a three-part blog series based on the three questions I’ve been asked most frequently over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I set goals for my CX program?” If you are interested, that blog post is here.

Core Values are Decision Filters


I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry.

Contact Center CX: Next Issue Avoidance

CX Accelerator

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life.

Top 7 Soft Skills Your Employees Need To Be Trained On

The DiJulius Group

Customer service and soft skills are not common sense, they are not innate, and people are not born with them. The quality of your customer service, and the level of your organization’s customer service, comes down to one thing and one thing only: The service aptitude of every employee you have.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else.

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Creating Cultural Moments for Brands with Social Listening


As hinted in my last piece on the role of Diagnostic KPIs , creating rather than merely participating in, cultural moments is something many brands – and agencies – undervalue or miss out on entirely. And it’s too bad.

What To Look For When Hiring a Customer Success Manager


Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board.

A Workforce Profitability Strategy gives Employees Permission to Shine

One Millimeter Mindset

A workforce profitability strategy is more than a hiring strategy focused on preventing employee churn. Instead of churn prevention as the objective, employee co-investment in business growth becomes the goal.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How To Transform Your Company Culture In 2019 (7 Guaranteed Examples)

Michel Falcon Experience

Hey Everyone, Above is my video on how to transform your company culture in 2019. These are all strategies I’ve used in my businesses so I know they’ll work for you as well! If you prefer to read my company culture strategies, check out the transcript below. Hey team.

6 Powerful Tactics to Win Your Fight with Customer Churn


What is the biggest nightmare that most online businesses face? If you’re thinking customer churn then you’re right. Without managing churn it’s very difficult to grow. According to Bain & Company, a 5% improvement in customer retention can boost profits by 25–95%. What does it mean?

Customer Service Management: It’s Time to Change the Metrics

CSM Magazine

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable.

The Top Soft Skills To Train Your Employees | The DiJulius Group

The DiJulius Group

Customer service and soft skills are not common sense, they are not innate, and people are not born with them. The quality of your customer service, and the level of your organization’s customer service, comes down to one thing and one thing only: The service aptitude of every employee you have.

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.

4 Reasons Why Call Tracking is Crucial to Your Customer Service Targets

CSM Magazine

The approach to customer service has completely shifted in recent years. Now, 54% of customers have higher expectations for customer service compared to one year ago, which has left many organizations reviewing their operations to meet targets. However, no two organizations are the same.

How can Well-Trained Service Agents Improve your Business


Outstanding customer service is more important to your business than you may realize. CX Culture

What's the difference between selling 'stuff' and selling experiences?


Engagement. Are you selling 'stuff' or selling experiences

7 Ways You Can Convert Detractors Into Your Brand Promoters


We are stoked to talk about one question which bothers businesses unlike nothing else. - “How do you convert your Detractors into Promoters?”. Net Promoter Score

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Introducing the Humans of DataStax


At DataStax, we pride ourselves on hiring the most innovative, collaborative, and hard-working people we can find, drawing on our highly distributed and global workforce to propel the company forward. With more than 65% of our employees being 100% distributed, we have the advantage of being able to pick from a global field of qualified candidates. This also gives us a diverse and interesting team, which we will now be featuring in a series of videos called “Humans of DataStax.”.

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Tuft & Needle Disrupts the Mattress Industry with Exceptional Customer Experience


Traditional mattress shopping can be painful. You are trying to buy the perfect mattress that you will be spending one-third of your day on, but you have to deal with an aggressive sales rep who is trying to hit his/her quota, the many options that are available and pricing, which is typically quite high. In 2012, one mattress company decided to change these perceptions and disrupt the mattress industry.

Be Personal, Not Pushy: How AI is Transforming B2B Selling


Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. But all of that is changing…and quickly. Today’s B2B buyers shop for business solutions just like they shop for personal products.

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Three Lessons Learned in Data Governance at DOTs

North Highland

In January, members of the North Highland transportation team had the opportunity to attend the annual meeting for the Transportation Research Board. It was an information-packed program with more than 13,000 transportation professionals from around the world. One of the key topics discussed was data governance, particularly for Departments of Transportation. Data is one of any organization’s most strategic assets and this is no different for DOTs.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.