Tue.Dec 04, 2018

Analyzing Survey Data: Mean Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each.

Stop Bribing Your Employees for Good NPS Scores

Heart of the Customer

We’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t.

4 Reasons the Living Brand Customer Experience is the New Standard for Customers

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. A living brand customer experience “lives” within an ecosystem of customers and adapts their behaviors in real time based on context. In episode 37 of Experience This!,

How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

3 Actions to Unite Internal and Customer-Facing Departments + Downloadable Audit

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Best Customer Experience Books of 2018 and What to Look Out for in 2019

eglobalis

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

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Ask Abby Nicely: How Often Should I Be Surveying My Clients?

AskNicely

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Moments of Truth. What exactly is a “moment of truth?”

Overwhelmed by needing to modernize your contact center? Start here.

inContact

At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring. Maybe you’re offering limited channel choices, even voice only. If your organization is like most, you’ve been wrestling with these issues for years. But the complexity of upgrading—and sticker shock—keep you in a state of “making do.”.

5 Customer Success Leader Actions to Complete Before 2019

ClientSuccess

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019?

6 Marketing Trends That Will Affect Your Business in 2019

Brand Watch

Marketing

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.

Setting the Stage: 6 Steps to Prepare for Analyzing Open Response Survey Questions

Truthlab

Open-response survey questions are a great way to gather exploratory data. They are often most useful during preliminary research when researchers don’t know what options to give respondents for a forced-choice question.

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Yelp Factsheet: Stats Your Business Need to Know

ReviewTrackers

Facts and Figures About Yelp. Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior.

Will Chatbots and Automation Replace Humans in the Workplace?

Merlin

The progress we’re making with technology has been nothing short of impressive. While many technological advancements are helping mankind in various fields, there’s a growing concern that these upgrades may eliminate the need for human involvement.

Never knowingly under-engaged

Rant And Rave

What does Christmas mean to you? Fun with the family? A garish jumper at the office party? Hearing the same four or five songs on the radio over and over again

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to Use a Pre-Sales Survey to Improve Selling Efficiency

Survicate

How often do you put time and effort into a new lead, only to discover they could have never become clients anyway? How do you feel when you finally realize that a lead has either no budget or need for your product?

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Amazing Business Radio: Nick Mehta

ShepHyken

Proactive Customer Service. How to Ensure You Are Delivering Success For Your Customers. Shep Hyken sits down with Nick Mehta, CEO of Gainsight.

Competition Heats Up In Banking Transformation Services

Forrester's Customer Insights

After a few quiet years, Thought Machine, the fintech behind a new core banking platform called Vault, is stealing the limelight, first with its announcement of a strategic partnership with Lloyds Banking Group, then with a similar partnership with the digital bank Atom.

Confirmit CX Expert Series: Claire Sporton, Confirmit| Confirmit

Confirmit

In this video Claire Sporton, SVP Customer Experience Innovation at Confirmit provides key advice on getting started with a Voice of the Customer program. She looks at the importance of ensuring that a program is able to deliver richer insights, drive smarter decisions and enable faster actions.

B2B 52

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Customer Care Evolves Alongside Social Media

Think Customers

In a world where consumers demand service when they want, where they want, social media rules. So why do so many organizations have trouble using it effectively for support needs?

Confirmit Genius Social Analytics

Confirmit

Confirmit helps businesses listen, analyze, and act on social media feedback from employees, consumers, and the wider market so you can get Richer insights to support Smarter decisions and take action Faster.

DAM or Web CMS Part 2: Find Out Which DX Technology You Need For Workflow, Delivery

Forrester's Customer Insights

In the second part of our series we take a look at workflow and delivery and where digital asset management and web content management systems excel. If you haven’t seen the first part of our analysis, make sure you check it out. Do you need more help?

Confirmit for B2B: Program Accelerators

Confirmit

Accelerators are created with expert guidance provided by our implementation specialists and consulting team. The team works with you to identify your unique business needs, then uses the appropriate Accelerators to get you up and running fast. DOWNLOAD. What are Confirmit’s Accelerators?

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Mapping: The Power Hidden in Plain Sight

Forrester's Customer Insights

I’ll bet you know that Google is reinventing mapping from the ground up, swinging for the the stars with layers of data, intelligence, and real-time insight. But I bet you didn’t know there’s a US three-letter agency dedicated to maps?

Data 34

Confirmit Voices™ for Financial Services

Confirmit

For financial institutions, it’s crucial to create strong relationships with customers that promote loyalty and positive word-of-mouth. The competitive landscape means you need to provide outstanding customer experiences to stay ahead.

4 Review Response Templates For Great Reviews

Grade.us

A good review deserves a worthy response. If a happy customer decides to leave you an amazing review, you're going to need to respond in some way. If you respond well, these reviews can easily become evergreen tools that spur more and more customers to respond in kind.

Winning a Confirmit ACE Award - Bupa Global

Confirmit

In this video, James Elliot, Bupa Globa l talks about winning a 2018 Confirmit ACE (Achievement in Customer Excellence Award) Award.

Video 52

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Emphasize Emotion In Your Holiday Customer Service

Forrester's Customer Insights

This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion

Confirmit Action Planner

Confirmit

A Customer Experience (CX) program is only valuable if you take action to improve the customer experience. And, considering that 74% of consumers identify word-of-mouth as a strong influencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast.

ROI 52

Make the Required Investments to Support Your Customer Service Strategy

Brad Cleveland

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision.

Confirmit CX Expert Series: Barbara Lincoln - Erie Insurance

Confirmit

For more than 90 years, Erie Insurance has been fulfilling its promise to customers to provide auto, home, business and life insurance rooted in the principles of honesty, decency, service and affordability.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.