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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

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

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?”

Survey 150

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.

6 Marketing Trends That Will Affect Your Business in 2019

Brand Watch

Marketing

Trends 107

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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.

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.

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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 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

7 Reasons Why Likert Scale Survey Is The Next Best thing Since Sliced Bread

SurveySparrow

Have a heart-to-heart conversation with your loved ones if you want to understand about their deep thoughts, but if you want to know what your customers think about you deep down, then use a Likert scale survey. Likert scale is one of the most widely used methods of scaling that is used for surveys.

Custom audiences and the impact of video on display advertising

DemandJump

Display Advertising

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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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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

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

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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

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.

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.