Wed.Feb 06, 2019

How to Use Online Surveys to Re-Engage With Customers

GetFeedback

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

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

Eptica

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

GetFeedback

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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The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Migrating from Zendesk to Kayako with an Automated Service

Kayako

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

MaritzCX

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

ShepHyken

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.

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.

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.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

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

NetBase

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

Amity

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.

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.

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

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

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

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.

How can Well-Trained Service Agents Improve your Business

PlayVox

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

Implementing an Intelligent Virtual Assistant: Understanding “DIY” vs. Vendor Approach

Interactions

There’s no question that companies who implement a conversational AI solution for their customer care strategy are making the right choice.

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.

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.

One of 2019’s Top Retail Trends: Drop Culture

Smarter CX

From burger joints to boutiques, savvy retailers are focused on pampering their customers and not simply meeting — but exceeding — their expectations. Too much same-old, same-old makes retail seem stale. The drop model, one of the hotter retail trends in 2019, creates a buzz about products even before they are launched.

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.

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.

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

MyCustomer

Engagement. Are you selling 'stuff' or selling experiences

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.

6 Powerful Tactics to Win Your Fight with Customer Churn

Survicate

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?

Introducing the Humans of DataStax

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

Bold360

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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How Digital And CX Teams Collaborate To Deliver On Brand Promise

Forrester's Customer Insights

Take Practical Steps To Apply CX Disciplines To Digital Initiatives Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to enable a more customer-driven, agile operating model.

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.