Fri.May 03, 2019

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6 Digital Experience Mission-Critical Trends

ClearAction

6 Digital Experience Mission-Critical Trends Lynn Hunsaker. Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent an ever-growing segment of purchasing power.

Trends 48
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NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

Kerry Bodine

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.

NPS 67
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Finding Social Love on Star Wars Day

NetBase

Holidays are great opportunities to not just sell products – they offer a chance to interact with your audience about something they’re likely to love. But you don’t have to wait for July 4 th or Christmas – there are plenty of holidays in between, including Star Wars Day. May the Fourth Be With You! Based on a play on words around “May the Force be with you,” May the 4 th has been celebrated as Star Wars Day since 2011 – with a bit of history prior to that.

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How to Measure if Your Call Center is Providing the Best CX

GetFeedback

When it comes to interacting with your customers, most of the time you won’t have any face-to-face. Instead, customers rely.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

Kerry Bodine

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.

NPS 120

More Trending

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NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

Kerry Bodine

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.

NPS 120
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Why Are Insignificant Things So Significant?

Beyond Philosophy

Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t buy the product or service. Most times, how a purchase feels is a driver for our customer behavior. This episode of The Intuitive Customer explores why insignificant things are so significant.

System 95
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4 Reasons Customer Service Ratings Matter More Than You Think

TeamSupport

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.

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The Top Three Ways to Improve Customer Engagement and Loyalty for Enterprises

Totango

Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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6 Customer Retention Strategies That Keep Customers Coming Back

ChurnZero

The following is a guest blog post by Sam Makad. . If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. But loyal customers don’t just appear out of thin air.

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Bob Kobek to moderate CARE compliance panel

Customercount

CustomerCount's Bob Kobek will moderate a panel discussion entitled “Compliance in the Year of Class Action Litigators” at this year’s C.A.R.E. Conference. Continue reading → The post Bob Kobek to moderate CARE compliance panel appeared first on CustomerCount.

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Unforgettable Episode 33: Who Should Own Customer Experience?

Oracle

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.

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Transforming Technology: Is the Modern Leader Female?

North Highland

As outlined in The Path to Professional Salvation for Modern IT Leaders , the modern CIO can no longer only be the domain expert of IT. Today’s leader must engage, facilitate, and win over the business to drive digital transformation, or that leader faces getting left behind. If women still only represent 16 percent of those working in IT would the role of the CIO benefit from greater diversity and stronger female representation?

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Two Accelerate Talks Certain to Cause ‘Sparks’

datastax

There are going to be so many amazing talks this year at DataStax Accelerate. But one of the talks I’m particularly excited for is “ To Spark or Not to Spark ” by Russell Spitzer. I feel like this talk is the perfect pairing with my talk, “ Lightening A Spark with Machine Learning ”. While my talk will focus on the practical “what and how” of machine learning with Apache Spark and Apache Cassandra , Russell’s will focus mostly on the “why”.

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Build, Buy or Borrow: Lessons in Leadership Development

North Highland

Businesses are being constantly challenged to do more with less, flex to changing market conditions, and ensure that their entire workforce is pulling in the same direction. Many companies are reinvesting in their leadership development initiatives, knowing that people—more specifically leaders—are the make-or-break factor in an organization’s ability to achieve its goals.

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Protected: Top Take-Aways from 2019 Salesforce State of Service

Up Your Service

This content is password protected. To view it please enter your password below: Password: The post Protected: Top Take-Aways from 2019 Salesforce State of Service appeared first on UP Your Service.

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Customer journey mapping: How to identify the right problem or opportunity to map

MyCustomer

Engagement. Customer journey mapping: Identifying what to map.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Inspiring Social Media Campaigns To Drive Your 2019 Marketing

LiveChat

Brands are nothing without a social media presence. None can stand to miss the opportunity to interact and engage with their customers and generate massive profits in turn. 2019 is here to inspire us. Social media campaigns are there to peak the brand’s revenue through creative and attractive opportunities for their customers. From big fishes to small ones in the market ocean, the holiday or a special event doesn’t slip away quietly.

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What is a Ticket Management System?

ProProfs Chat

“Customer service should not be a department. It should be the entire company.” — Tony Hsieh, CEO of Zappos. Assisting customers is a straightforward practice in essence. In fact, it is inherent to any business activity and is a natural process whenever customer interaction occurs. For instance, you run an offline store, you talk to a visitor, provide assistance and maintain ethics of conversation whether or not that customer makes a purchase in the end.

System 45
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Announcing Delighted + Klaviyo for Feedback-based Ecommerce Marketing Automation

delighted

Gathering and analyzing feedback is fundamental to a strong customer experience program. However, all of that feedback is meaningless if you don’t act on that feedback and close the loop with your customers. That’s why today, we’re very excited to announce the Delighted + Klaviyo integration , which is now available on all Delighted plans. A number of our ecommerce customers requested this integration to get easy access to a key segmentation metric for their marketing campaigns: customer feedbac

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Top Take-Aways from 2019 Salesforce State of Service

Up Your Service

Salesforce is the fast-growing, always changing, cloud based platform that started as a CRM and today includes Commerce Cloud, Sales Cloud, Service Cloud, Data Cloud, Marketing Cloud, Community Cloud, Analytics Cloud, App Cloud, and through Salesforce.org, Non-Profit Cloud, Education Cloud, and Philanthropy Cloud. In addition to product design, development, and customer support, Salesforce invests in wide-ranging research, always scanning the world to report what’s happening, what’s changing, an

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Announcing Delighted + Klaviyo for Feedback-based Ecommerce Marketing Automation

delighted

Gathering and analyzing feedback is fundamental to a strong customer experience program. However, all of that feedback is meaningless if you don’t act on that feedback and close the loop with your customers. That’s why today, we’re very excited to announce the Delighted + Klaviyo integration , which is now available on all Delighted plans. A number of our ecommerce customers requested this integration to get easy access to a key segmentation metric for their marketing campaigns: customer feedbac

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Stimulating product adoption in B2B software

inSided

In April 2019, Customer Success Manager at Usabilla, Marine Maupin , and Customer Experience Director at inSided, Martine van Deursen led a meetup for Customer Success professionals in Amsterdam at Usabilla’s offices.

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Could better customer service have prevented Debenhams decline?

Helen Dewdney

Could better customer service have prevented Debenhams decline? One upon a time at Christmas. It’s time for another good customer service story and this time it again involves my mum. She was going to a Christmas party at an organisation where she does voluntary work and needed a Christmas jumper. She looked online and found a jumper in Dorothy Perkins but their online system wouldn’t accept her payment card.

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Your Copywriting Impacts User Experience More Than You’d Think

Forrester's Customer Insights

As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain poorly written content. Copywriting matters. Now, do you feel like skipping the rest of this blog post because this seems so basic? […].

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Be a Champion: 4 Leadership Tips to Create Dynamic Team Buy-In

Conifer Research

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Companies Must Start Creating Human-Machine Collaborations

Forrester's Customer Insights

Last year, my colleague J. P. Gownder and I got to talking about the impact on employees both from companies’ automation efforts and their eagerness to integrate artificial intelligence and robots. We noticed that most of the predictions of how this would go were either utopias viewed through rose-colored glasses or dystopian nightmares darker than […].

Company 49
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Why Placement Targeting Matters: Display Advertising Best Practices

DemandJump