Oracle

APRIL 15, 2019

What is AR? Depending on the current augmented reality hype cycle, the answer to that question ranges from “value-adder” to “distracting novelty” As a business looking to take advantage of the latest customer experience technologies, however, you need to get this right. That means being able to sort through which AR implementation has the potential to truly work for you, and which is merely a flash in the pan that will momentarily snag eyeballs before buyers move on.

Fashion 69

Fashion Social Media Retail Sales 69

Happy or Not

APRIL 15, 2019

by Tom Hagy for HappyOrNot The HappyOrNot’s Smiley Terminals famously sport four bright beautiful buttons. Just looking at them can inspire joy. Some might think the four-button platform […] The post The Middle Way is Great for Contentment, Less Great for Customer Surveys appeared first on HappyOrNot.

Survey 31

Survey Sports Customers 31

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Shep, has been guiding organizations and customer experience professionals since before the industry knew what the term ‘customer experience’ meant.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

GetFeedback

APRIL 15, 2019

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser. It’s about connecting with your audience and providing them with a meaningful experience that leaves them wanting more.

Survey 207

Survey Transportation Conference Hotels 207

Advertisement

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

BlueOcean

APRIL 15, 2019

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the inter

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast.

Culture 115

Culture Customer Service Leadership Airlines 115

Wired and Dangerous

APRIL 15, 2019

Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. And 76% of customers say the level of customer service you provide is the true test of how much your organization values them. They are looking for service providers who consistently deliver service experiences that drive loyalty!

Loyalty 87

Loyalty Groups Customers Survey 87

ReviewTrackers

APRIL 15, 2019

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Cultivating a positive online reputation helps you stand out among local competitors. Research shows that 35 percent of all search traffic is local , and those consumers are looking at a business’s digital reputation and reviews before they decide to visit.

Management 90

Management Social Media Consumers ROI 90

ShepHyken

APRIL 15, 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. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. (destinationCRM.com) Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report.

Customer Service 86

Customer Service Self Service Chatbots Retail 86

Advertisement

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

Gainsight

APRIL 15, 2019

So this is crazy. Click here to read last year’s Pulse recap blog and scroll down to the bottom. I’ll wait! Welcome back! So we’re weeks away from Pulse 2019, and guess where I’m drafting this blog post? That’s right! The hospital. It turns out my yearly Pulse season calamity was another knee surgery. By the way, in case you didn’t feel like clicking on last year’s recap blog, this was a picture of me from the time I was writing it—from the hospital: I

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Talkdesk

APRIL 15, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the second in a four-part series outlining Talkdesk’s security policies. In this post, we cover the topic of infrastructure security, which covers nine areas: cloud security, encryption, password requirements, authentication requirements, network

Wireless 81

Wireless Policies Contact Center Groups 81

Gravy Analytics

APRIL 15, 2019

Every day, Gravy Analytics processes billions of anonymous location signals from consumer mobile devices to build our industry-leading location intelligence solutions.

Data 82

Data Analytics Consumers Industry 82

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue. Then I invite them to reflect on the day by jotting down: One thing they will START doing based on something they learned in the training. One thing they’ll STOP doing because they’ve discovered this thing is not useful, or it’s holding them back.

Exercises 75

Exercises Policies Training Feedback 75

Advertisement

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

CSM Magazine

APRIL 15, 2019

Amazon is a customer-centric platform, and given its customer priority shopping service, it’s a popular first choice for online shoppers. To be a successful seller, your number one priority is to know how to please Amazon customers. Amazon favors the shop that offers the best service, if you enjoy high customer satisfaction, you are likely to enjoy a high ranking on the platform which means a higher conversion rate too.

Customer Satisfaction 74

Customer Satisfaction How To Feedback Customers 74

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc. And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

Customer Service 71

Customer Service Exercises Culture Retail 71

ProProfs Chat

APRIL 15, 2019

Young startups obsessively focus always on increasing the number of customers. Get more customers, we need more sales, connect with more leads, these phrases tend to be the most commonly spoken phrases during team meetings. Companies get so caught up with trying to acquire new customers that they tend to forget all about the existing customers. An old belief that exists among customer support circles is that it’s easier to retain existing customers than to acquire new ones.

How To 70

How To Software Survey Knowledge Base 70

ForeSee

APRIL 15, 2019

A virtual CX analyst that detects sudden changes in CX performance and speeds resolution Customers interact with your brand across multiple channels, both online and offline. ForeSee helps measure.

Measurement 69

Measurement Interaction Brands ROI 69

Advertisement

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

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Companies have been making huge investments in technology, especially big data, analytics, and artificial intelligence, with an expectation of achieving a competitive advantage.

Data 64

Data Analysis Analytics Report 64

Gravy Analytics

APRIL 15, 2019

Gravy Analytics uses anonymous, mobile location signals to understand where people go in their daily lives, and give brands new visibility into the offline customer journey.

Entertainment 64

Entertainment Travel Company Advertising 64

Topdown

APRIL 15, 2019

The pace of adopting digital communications continues to quicken at an astonishing rate. A recent study by Pew Research notes that, while a staggering 92% of millennials in the U.S. own a smartphone, other segments are catching up. Baby Boomers born between 1946-64 are the fastest growing tech adopters, with over 50% using social media on their smartphones, tablets and computers.

Communication 48

Communication Social Media Study Groups 48

Gravy Analytics

APRIL 15, 2019

Equinox’s new ad campaign aims to attract health and wellness-minded consumers with a more holistic approach to fitness. Their latest advertising celebrates the company’s evolution from premium gym to lifestyle brand.

Brands 58

Brands Advertising Consumers 58

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Andrew Mcfarland

APRIL 15, 2019

Like many people who follow college basketball (and who doesn’t during March Madness?), you may have seen footage of Tom Izzo giving one of his Michigan State players an earful. The simple question is: does yelling work? Does that approach.

Culture 48

Culture 48

Gravy Analytics

APRIL 15, 2019

While some consumers never set foot into a dealership before they buy, we wondered about those that do shop around for a new car? Which automakers are they visiting, and what would that tell us about competition between brands?

Consumers 56

Consumers Brands 56

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Onboarding, usage and impact, and growth are the subsequent customer success stages that make up the other side of this team funnel, and they’re actually some of the most important parts of a business.

Customer Journeys 50

Customer Journeys eBook Customer Success Sales 50

Gravy Analytics

APRIL 15, 2019

What does location data tell us about consumers’ new car buying behavior? We looked at unique visitors to auto dealers across the US in 2018 to find out.

Consumers 56

Consumers Data 56

Advertisement

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.

Self Service

Avaya

APRIL 15, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Increasingly, Digital Customer Experience (DCX) leaders are using and evaluating Artificial Intelligence (AI) to improve customer interactions.

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

Gravy Analytics

APRIL 15, 2019

Gravy Analytics uses anonymous, mobile location signals to understand where people go in their daily lives, and give brands new visibility into the offline customer journey.

Automotive 49

Automotive Sales Company Advertising 49

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc. And in fairness, most service education is indeed intended for those who “face” customers – improving the quality of service for those who pay for our services.

Customer Service 45

Customer Service Exercises Culture Retail 45