Mon.Sep 16, 2019

Customer Experience as a Shared Service

Vision Critical

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization.

How to Stay On-Brand for Better CX


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Changing How Timeshares Think About Customer Acquisition

North Highland

Summer 2019 provided the timeshare industry with its first glimpses of a shifting consumer landscape. For the first time since the economic downturn, timeshare companies have struggled to meet summer marketing and sales goals. This shift sees all industry players reexamining product offerings, marketing, and sales processes as traditional consumers begin to wane and the next generation of buyers comes into view.

What Customer Churn is and How to Calculate it


What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS

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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.

Can You Feel It?

Steve DiGioia

It’s there, just like a shadow. You can’t touch it, but you know it’s there. It’s a feeling. A feeling that all your efforts are finally paying off. Can you feel it? A feeling that you’ve turned the corner. Now your team has started to believe in you.

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5 Top Customer Service Articles for the Week of September 16, 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.

What Service Time is Acceptable to Your Customers?

Wired and Dangerous

The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means.

How to Measure Customer Centricity the Right Way


As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today.

Why avoiding Story Context derails Sales Decision Making

One Millimeter Mindset

Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors.

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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.

Social Media Statistics for Australia (2019)


No business can afford to ignore social media as part of its marketing mix. But, unless you are a global multinational, it is also impossible to effectively manage all of the social media networks that are on offer.

ApacheCon 2019: DataStax Announces Cassandra Monitoring Free Tier, Unified Drivers, Proxy for DynamoDB & More for the Community


It’s hard to believe that we’re celebrating the 20th year of the Apache Software Foundation. But here we are—and it’s safe to say open source has come a long way over the last two decades.

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The complaining habits of public figures – Brad Burton

Helen Dewdney

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of 4 Networking CEO and Business Motivational speaker Brad Burton. So how does the big guy complain?

How can Customer Service Agents Get the Most Out of Coaching Sessions


As a service agent for any business, you’re responsible for keeping customers happy.

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!

Best Thematic Analysis Software: How It Works & Why You Need It


You know you need to collect customer feedback. You send out surveys and read reviews. But once you have customer feedback in-hand, what do you do with it? How do you identify common themes in customer responses — and turn that into actionable business insights?

Telling a Better Story: How Conifer Delivers Presentation-Ready Deliverables

Conifer Research


Easy Steps to Effective Lead Nurture Implementation


Lead nurture campaigns are built to, you got it, nurture your leads. But what does that actually mean?

Helpware Receives Clutch Leader Award for Top IT & Business Services Provider in The Philippines


Helpware was again recognized by Clutch , a leading B2B market research firm, for excellence in providing business services. According to the Clutch 2019 report , we are ranked among the top IT and business services providers in The Philippines , a designation that we do not take lightly.

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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.

AI IRL Podcast Episode 34: How AI Can Be Used to Drive Customer Conversion


?. Subscribe via iTunes , Spotify and more. The world of customer conversion is complex. It has a lot of data inputs, a lot of unknowns. But there’s a lot of interest in using AI to drive customer conversion and there are some really exciting use cases out there.

Why You Should Invest in the Best Business Equipment

CSM Magazine

There are many reasons why a business owner needs to invest in high-quality equipment for their company. The most obvious reason is that it can help with productivity and speed up the operation but there is another reason which is often overlooked by business owners.

Beyond a buzzword, what does the ‘experience’ mean for Chinese luxury consumers?

John Paul

John Paul’s APAC CEO, Andrew Quake , was quoted in a recent article from The Luxury Conversation , an online publication and platform that focuses on luxury trends in China and the APAC region.

Directing Traffic and Thwarting SEO Misconceptions

Michael Martinez did digital marketing before digital marketing was cool. He is the president and co-founder of Reflective Dynamics. He blogs over at SEO Theory , where he delivers top-notch advice week after week. He's widely known for questioning the SEO theories most of us take for granted.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

The Evolution and Impact of the Black Superhero

QuestionPro Audience

What a time it is for African Americans to be represented in comic book movies, today’s most popular film genre. The ending of Avengers Endgame strongly suggests the next Captain America will be Black , while Black Panther remains the highest-grossing solo superhero movie ($1,346,913,161 globally ).


How to Plan an Event That Will Get Attendees Talking


Running in-person events—such as user conferences—is a great opportunity to put a face to the customer advocates you engage with digitally on a regular basis. It’s also no secret that conferences deliver immense business value by enabling your passionate customers to connect with one another and share their own best practices, by extension empowering them […]. The post How to Plan an Event That Will Get Attendees Talking appeared first on Influitive.

New ADAPT Software Solution is Powered by Ascribe


ADAPT and Ascribe help market researchers quickly analyze verbatim comments with ADAPT CX Snapshot. Download the press release. The post New ADAPT Software Solution is Powered by Ascribe appeared first on Ascribe. News & PR

Journey Steps: A New Measurement Framework


Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.