Mon.Apr 15, 2019

What Is AR Doing for Your Customers?

Smarter CX

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.

The Middle Way is Great for Contentment, Less Great for Customer Surveys

Happy or Not

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.

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7 Customer Experience Questions with Shep Hyken


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.

Event Survey Questions: 7 Questions You Must Ask Your Attendees


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.

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Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Up Where Expectations Soar: Customer Care in the Age of Entitlement


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.

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How can you put customers in position to guide your direction?

Wired and Dangerous

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.

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5 Top Customer Service Articles for the Week of 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.

The Definitive Guide to Restaurant Reputation Management


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.

Debunking Myths in Location Data: Sourcing and Collecting

Gravy Analytics

Every day, Gravy Analytics processes billions of anonymous location signals from consumer mobile devices to build our industry-leading location intelligence solutions. We aim to separate truth from fiction everywhere in our business because – contrary to what some would claim

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Why Pulse 2019 Will Be Even Better Than Last Year


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.



Welcome! Here’s the deal: Personalized campaigns are a win-win for you and your customers. They feel at ease knowing you’re catering to their needs, and your company ? It’ll keep growing as you significantly reduce the amount of churn. I know this is the sort of thing you need to see in action.

Start. Stop. Continue — three Powerful Words for Goal-Setting, Process Improvement, and Self-Improvement.

Myra Golden

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.

Talkdesk Infrastructure Security


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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How to Improve Amazon Customer Satisfaction

CSM Magazine

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.

The Internet Reacts: Game of Thrones S8 Episode 1 in Social Data Charts

Brandwatch CX

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What Does “Data-Driven” Really Mean?

Hero Digital

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…”.

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Uplifting Customer Service: A Job from the Inside Out

Up Your Service

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How to Boost the Customer Lifetime Value of Your Promising Startup?

ProProfs Chat

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.

Anomaly Detection for ForeSee CX Suite


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. Company News Dev & Tech ForeSee Products ROI of CX Uncategorized

10 Things You Must Know to Establish and Preserve Your Customer Service Culture

Beyond Philosophy

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.

3 Ways to Address Customer Churn


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.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Gravy Analytics Adds New eSports, Ride Share Driver and Toy Store Audiences

Gravy Analytics

Gravy Analytics is excited to launch 15 new audiences for use in digital advertising campaigns. These new audiences make it easy for marketers to reach their target audience, using information about where people go – and what they do

Moving from Paper-Based to Digital Customer Communications


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.

Campaigns We Love: How Equinox Used Ads to Promote Brand Expansion

Gravy Analytics

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. Featuring celebrities ranging from singer Ciara to stuntman Chase

How Do Performance Campaigns Help Management Improve Employee Skills


Any call center or customer service department is only as good as the people running it. If your employees — at any level — are performing below expectations, this affects the entire experience customers have when they reach out for support. Customer Experience CX Culture

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.