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

Topdown

Customers today have high expectations. Not only do they want high levels of customization, but they also want consistency from the companies they do business with. Customer Experience

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.

How to Measure Customer Centricity the Right Way

C3Centricity

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What Customer Churn is and How to Calculate it

Lumoa

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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5 Top Customer Service Articles for the Week of September 16, 2019

ShepHyken

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.

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

Thematic

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?

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?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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

PlayVox

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

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

Conifer Research

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

Helpware

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 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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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

datastax

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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Directing Traffic and Thwarting SEO Misconceptions

Grade.us

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.

New ADAPT Software Solution is Powered by Ascribe

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

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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 ).

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How to Use Sentiment Analysis to Improve Your Organization’s Satisfaction Scores

Ascribe

Whether it’s a rating, ranking, score, review, or number of stars/tomatoes/thumbs up, consumers have ample opportunities to report their experiences with businesses, service providers, and organizations in the form of survey responses and other user-generated content. The challenge for organizations remains processing this high volume of data, finding positive and negative sentiment, identifying opportunities for.

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

Bold360

?. 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.

Journey Steps: A New Measurement Framework

Kitewheel

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.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Burning Questions: How Can a Leader Develop a Customer Perspective? [VIDEO]

Smarter CX

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to see how a leader can fully empathize with their customer to create welcome experiences.

Countdown To Showdown: Domino’s Supreme Error And Why Businesses Should Do The Opposite

Forrester's Customer Insights

When you hear “Domino’s” and “supreme” in the same sentence, you could be forgiven for thinking we’re talking about the “Supreme” on its menu — a pizza loaded with pepperoni, bacon, beef, sausage, mushroom, pineapple, and onion. But no, I’m talking about a bad business decision — which any company with a website or app […]. age of the customer customer experience digital customer experience user experience accessibility CX inclusive design UX WCAG

My Qualtrics Experience – Braden Sharp – Data Scientist, Sales Ops – Provo, UT

Qualtrics

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience.’. After that, employees can decide when, where, and how to have this experience. Then share with us what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience. What did you choose as your Qualtrics experience?

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Have You Been Asked To Help Use Dark Patterns?

Forrester's Customer Insights

“I tried to stop it from happening, but they just ignored me.”

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.