Customer Bliss

JULY 1, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Ever been looked at sideways at a car repair shop? You know what I mean. You’re explaining a problem to the car repair guy or your plumber and an issue you’re having repeatedly, in this one instant, just won’t repeat.

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Oracle

JULY 1, 2019

Consumers today live in an on-demand world, where with a few swipes on their phone or clicks on their computer they are able to get what they want almost immediately. New standards are set for customer expectations due to instant experiences. In a new video with a strong message, Jay Baer, customer experience expert and founder of Convince & Convert, explains that to keep up with these new standards, companies must be truly connected internally.

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Connections Customer Experience Case Study Comparison 50

Playvox

JULY 1, 2019

Never underestimate just how important engagement is when building a team of customer-service superstars.

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C3Centricity

JULY 1, 2019

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

NICE inContact

JULY 1, 2019

Every day, 140,000 people depart from one of Swedish Rail’s 284 stations, traveling on one of its 1,200 daily routes between major cities in Sweden and the Scandinavian capitals of Stockholm, Copenhagen and Oslo. In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations.

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ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is Customer Service The Same As Customer Experience? I Debate Myself by Steve Olenski. (Media Post) Like many others, I’m sure, I talk to myself quite frequently.

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Customer Journeys Customer Service Exercises B2C 119

Wired and Dangerous

JULY 1, 2019

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity. Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals and symbols.

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Bold360

JULY 1, 2019

Subscribe via iTunes , Spotify and more. We often touch on the opportunity to leverage AI to create a better user experience. On the latest episode of AI:IRL , I invited Vittorio Banfi , a great subject-matter expert, to add to that conversation. Vittorio brings an interesting perspective on the mix of user interface and user design. Vittorio talked about his company, Botsociety , and how it came to be.

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Heart of the Customer

JULY 1, 2019

We launched our book at this year’s CXPA Insight Exchange. We’d shipped them to the hotel ahead of time, but when I arrived, they were nowhere to be found. My tracking information showed they had been delivered, but nobody knew where they were. The hotel recommended I call USPS to ask who signed for the […]. The post Is Your Customer Experience Program Making Your Customer Experience Worse?

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Totango

JULY 1, 2019

We know that our customers spend their day to day in Totango Spark. This enables them to stay always up to date with their customer status and goals. During this year we focus a lot on Customer Success Manager productivity and we just release Account Profile Links to enable them quick access to all systems. Keep reading to learn how this feature will enable your team to focus on the customer and deliver results.

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NetBase

JULY 1, 2019

Twitter is still an important channel for most brands – but are you maximizing its potential? Here’s how to use Twitter Analytics to drive inspiration, brand health, and more! What’s Happening in the Twitterverse? When you’re looking for a jumping off point, it’s easy to get started on Twitter by looking at Events in their built-in analytics. Right now, there are several upcoming seasonal events that have Twitter users chirping, like: Graduation.

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Gravy Analytics

JULY 1, 2019

Gravy Analytics is pleased to announce the release of 21 new precision and proximity audiences for use in digital advertising campaigns. These new audiences make it easy for marketers to reach the right people. based on where they go in the physical world – the places they visit, the events they attend, and the stores. they shop at. Included in this month’s release are: Home Painters – Mobile users observed at stores related to painting rooms or homes.

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Myra Golden

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store. 1.

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

MyCustomer

JULY 1, 2019

Engagement. A customer success mindset can't save CX alone.

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Customer Success Engagement Customers 86

Solvvy

JULY 1, 2019

Long gone are the days when customer service was significant only at the cash register. Nowadays, there are dozens of touch points with customers to make (or break) their experience. Feels like a lot of pressure, doesn’t it? . Thankfully, it’s clear cut on how to set your company up for customer experience success at every opportunity for interaction, and it starts right in your own office.

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Customer Experience Culture Retail Social Media 48

Perceptive

JULY 1, 2019

Brand health is a broad measure to track. A holistic view of brand health is made up of qualitative and quantitative metrics that would challenge even the most attentive brand manager. However, learn the KPIs that matter and analyse them regularly, and you’ll find a slew of insights that can feed into future strategy and prove the effectiveness of your current efforts.

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Brands Management Metrics Measurement 50

Helen Dewdney

JULY 1, 2019

The Complaining Cow doesn’t sit around when solving a recliner sofa problem. Lorraine’s complaint against DFS. In November last year Lorraine bought two recliner sofas from DFS. When they. arrived she discovered that one of the recliners didn’t work, the sofas moved and separated and didn’t match. One recliner tipped right over while people were on it and again when her grandson was on it and when her friend’s large dog jumped up onto it.

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How To Tips Consumers Video 51

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

Forrester's Customer Insights

JULY 1, 2019

Driving successful digital transformation will require developing a lot of software – much more than we’ve ever had to in the past. One strategy is to use a digital process automation solution with strong low-code development tools to meet the demand.

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Strategy Software Meeting Tools 53

Gravy Analytics

JULY 1, 2019

Born in Beaver County and now spanning the globe, Bruster’s Real Ice Cream has become synonymous with sweet treats. “I come here a lot because the ice cream is good,” said Betty McKinnis, 92, of Beaver Falls, enjoying a butter pecan cone Thursday at Bruster’s flagship store in Bridgewater. “I like that they have lots of new flavors.”. The two newest flavors — peanut butter banana sundaes and sea salt caramel with almonds — arrive Monday at about 200 Bruster’s stores worldwide.

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Loyalty Programs Analytics Retail Loyalty 40

Forrester's Customer Insights

JULY 1, 2019

How To Prepare For The Coming Recession: Become An Adaptive Enterprise Recessions are notoriously hard to predict; the timing, severity, and characteristics of recessions are often missed, even by top economists. Yet rumblings about a 2020 recession are growing louder: 40% of top economists expect the Federal Reserve Bank to cut interest rates in response to a […].

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How To Banking Customers 50

Kustomer

JULY 1, 2019

Kustomer’s product and engineering teams round out June with the release of new reporting capabilities, enhancements to chat and email channels, and more. Introducing New and Improved Report Exporting. We’ve completely revamped our CSV report export functionality to provide users more control, flexibility, and transparency when creating and exporting reports for one-off analysis.

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Training

The DiJulius Group

JULY 1, 2019

This guest article is brought to you by Andy Bailey, speaker at the 2019 Customer Service Revolution. When I was building NationLink Wireless, I attended the Birthing Of Giants entrepreneurship program?based on Verne Harnish’s book Mastering the Rockefeller Habits?at the Massachusetts Institute of Technology. I vividly remember this comment from an instructor: “Eighty-five percent of you will leave here and.

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Forrester's Customer Insights

JULY 1, 2019

Mobile is the dominant digital touchpoint in retail and mobile apps play critical role – consumers who down load a retailer’s app are likely to be more loyal, but that does not mean they wont uninstall the app if it does not meet their expectations! To help retailers benchmark and prioritize improvements in their apps […].

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Retail Touchpoint Consumers Meeting 46

Qualtrics

JULY 1, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Gautam’s “Why Qualtrics” story. My personal “why” starts with the book “Flow” by Csikszentmihalyi. The book explains that one can realize long term happiness by finding their flow state of intense concentration and mindfulness.

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Forrester's Customer Insights

JULY 1, 2019

This blog is a summary of an interesting internal discussion we had among analysts. I’d like to extend my thanks to Brigitte Majewski, Martha Bennett, Sucharita Kodali, Benjamin Ensor, and Fatemeh Khatibloo, who all helped with the thinking. I’m merely putting the pieces together for you here, because connecting the dots is where I come […].

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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?

Customer Experience

Happy or Not

JULY 1, 2019

The BBC’s weekly The Boss series profiles different business leaders from around the world. This week, we are delighted to say that the BBC’s flagship business feature section, […] The post BBC The Boss: How rude service inspired a multi-million euro firm appeared first on HappyOrNot.

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Forrester's Customer Insights

JULY 1, 2019

My latest video is on how tech leader innovators, across all industries are ensuring and improving the health of their employees and customers. And through these efforts how they are both disrupting and partnering with health insurers and providers to deliver better customer health. For more insights, Forrester clients can check out the full report […].

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Innovation Insurance Video Report 42

Grade.us

JULY 1, 2019

Online reputation management services are an evolving necessity for digital marketing agencies and consultants. The growing online review ecosystem has continued to be a key strategy for brand development among digital marketers, but that's a different animal than reputation management. Who understands the nuances of reputation management better than Andy Drinkwater?

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Management Social Media Brands Industry 28