Truthlab
DECEMBER 4, 2018
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. Measures of central tendency (mode, median and mean) attempt to describe a group of data with a single […]. The post Analyzing Survey Data: Mean Measurement appeared first on truthlab.
Heart of the Customer
DECEMBER 4, 2018
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. Some actually hinder the goal of improved CX – to create loyal customers who love […].
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Oracle
DECEMBER 4, 2018
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!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss why people are now expecting this type of experience: a more human, immediate, seamless, and responsive relationship with brands.
GetFeedback
DECEMBER 4, 2018
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. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping.
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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.
Customer Bliss
DECEMBER 4, 2018
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. The following is a lightly edited transcript of the video below. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 4, 2018
Handle the downpour of live chat requests during the holiday season like a pro with these proven-to-work live chat customer service strategies.
NICE inContact
DECEMBER 4, 2018
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.
eglobalis
DECEMBER 4, 2018
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.
TechSee
DECEMBER 4, 2018
As a leading provider of intelligent visual engagement, TechSee is at the forefront of the digital CX transformation. Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence.
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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.
ReviewTrackers
DECEMBER 4, 2018
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. Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations.
Truthlab
DECEMBER 4, 2018
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. Open-response questions allow collection of rich data, i.e. detailed data that may contain nuances that are harder to obtain through more restricted question […].
transcosmos Information Systems
DECEMBER 4, 2018
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. We’ve made so much headway in the field of artificial intelligence and automation that many think they pose a threat to the human workforce.
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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,
Strikedeck
DECEMBER 4, 2018
Suraj shares how to target customer engagement with these key seven strategies.
CustomerSuccessBox
DECEMBER 4, 2018
In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are.
Survicate
DECEMBER 4, 2018
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? And that’s particularly after you’ve invested so much into trying to sell to them… Sales is a long and arduous process. I’m sure you’ll agree that it becomes even more challenging when you notice how much time you waste processing dud leads , on average.
Confirmit
DECEMBER 4, 2018
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. She talks about getting the right input, not only from customers, but from partners and employees as well in order to get a clear picture of the business ecosystem.
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.
Survicate
DECEMBER 4, 2018
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? And that’s particularly after you’ve invested so much into trying to sell to them… Sales is a long and arduous process. I’m sure you’ll agree that it becomes even more challenging when you notice how much time you waste processing dud leads , on average.
Confirmit
DECEMBER 4, 2018
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. Genius Social Analytics helps you listen to unsolicited social media feedback from consumers, markets, and. employees to better understand their opinions about your company, brands, products, and trends that impact your business.
Survicate
DECEMBER 4, 2018
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? And that’s particularly after you’ve invested so much into trying to sell to them… Sales is a long and arduous process. I’m sure you’ll agree that it becomes even more challenging when you notice how much time you waste processing dud leads , on average.
Confirmit
DECEMBER 4, 2018
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? There are three key building blocks forming our approach to enabling B2B organizations to get their Confirmit CX program up and running quickly.
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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.
Survicate
DECEMBER 4, 2018
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? And that’s particularly after you’ve invested so much into trying to sell to them… Sales is a long and arduous process. I’m sure you’ll agree that it becomes even more challenging when you notice how much time you waste processing dud leads , on average.
Confirmit
DECEMBER 4, 2018
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. A solid Voice of the Customer program will help you understand what customers demand from you and how to meet those demands while helping your organization improve processes to support regulatory compliance.
Think Customers
DECEMBER 4, 2018
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? To explore why social care counts more than ever, we talked to Joshua March, author of book “Message Me” and founder and CEO of Conversocial, to get his take on mastering the platform.
Confirmit
DECEMBER 4, 2018
In this video, James Elliot, Bupa Globa l talks about winning a 2018 Confirmit ACE (Achievement in Customer Excellence Award) Award. He highlights the importance of Voice of the Customer to the company, and talks about why being recognized as a Customer Experience leader was a powerful motivator to his team. The ACE (Achievement in Customer Excellence) Awards program was established in 2005 to recognize outstanding achievement in customer experience.
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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?
Forrester's Customer Insights
DECEMBER 4, 2018
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? Or that we’ve already identified 109 mapmakers and vendors of one kind or another?
Confirmit
DECEMBER 4, 2018
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. DOWNLOAD. What is Confirmit Action Planner? Taking action on customer feedback is the key to delivering a positive experience that keeps your customers loyal.
Forrester's Customer Insights
DECEMBER 4, 2018
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 […].
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