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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

More Trending

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.

Vodafone – Global Innovator Chooses AR Remote Assistance

TechSee

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.

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.”.

6 Marketing Trends That Will Affect Your Business in 2019

Brand Watch

Marketing

Trends 106

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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?

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.

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.

Data 68

Will Chatbots and Automation Replace Humans in the Workplace?

transcosmos Information Systems

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.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Custom audiences and the impact of video on display advertising

DemandJump

Display Advertising

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?

Sales 52

Release Notes: Saved Replies for Chat, Accessibility Improvements + More

Help Scout

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What's New: Beacon and Live Chat. Accessibility updates.

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?

Sales 52

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How customer equity can maximize marketing ROI

Keatext

The post How customer equity can maximize marketing ROI appeared first on Keatext. Customer Experience customer equity marketing ROI

ROI 52

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?

Sales 52

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

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?

Sales 52

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.

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.

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 45

The 7 ‘Musts’ in Customer Engagement

Strikedeck

Suraj shares how to target customer engagement with these key seven strategies. Customer Success Customers Onboarding saas value realization

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.

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.