Alida

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal. When customer experience is approached as a shared service, both companies and consumers benefit exponentially and you ensure longevity in the market.

Customer Experience 204

Customer Experience Customer Voice Customer Insights Customers 204

Topdown

SEPTEMBER 16, 2019

Brands 48

Brands How To 48

North Highland

SEPTEMBER 16, 2019

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.

Travel 45

Travel ROI CRM Entertainment 45

Lumoa

SEPTEMBER 16, 2019

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.

How To 277

How To Customers 277

Advertisement

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.

Customers

Steve DiGioia

SEPTEMBER 16, 2019

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. You’ve wondered, maybe even doubted yourself, if you can get this group of recruits to do better, be better, perform better.

Leadership 174

Leadership Groups Meeting Interaction 174

Wired and Dangerous

SEPTEMBER 16, 2019

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. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.

Customer Expectations 89

Customer Expectations Meeting Customers Measurement 89

ShepHyken

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. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk.

Airlines 98

Airlines Customer Service Automotive Omni-Channel 98

Genroe

SEPTEMBER 16, 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. To be most effective, organisations should look to be active in two or, at most, three networks. […]. The post Social Media Statistics for Australia (2019) appeared first on Genroe.

Social Media 103

Social Media Marketing Management 103

Thematic

SEPTEMBER 16, 2019

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? You could spend long hours sorting through walls of text, creating spreadsheets of themes and sentiments , and manually coding each open-ended question.

Analysis 84

Analysis Software NPS Analytics 84

Advertisement

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.

Communication

One Millimeter Mindset

SEPTEMBER 16, 2019

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. You know the saying: “The devil’s in the details” ? Well, those details are your story context: the environment surrounding the decision to be made.

Sales 72

Sales Return on Investment Meeting Customer Retention 72

QuestionPro Audience

SEPTEMBER 16, 2019

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 ).

55

55

North Highland

SEPTEMBER 16, 2019

As a member of the Process and Business Analysis community at North Highland, I have the opportunity to help clients improve the way they identify and eliminate process inefficiencies within their organizations. In a moment of self reflection, it occurred to me to look closer at the potential wastes in process improvement approaches and how they can be prevented.

Transportation 45

Transportation Analysis Training Engagement 45

Playvox

SEPTEMBER 16, 2019

As a service agent for any business, you’re responsible for keeping customers happy. That might be harder in some cases than others (such as when policies prevent you giving someone exactly what they’re looking for) but, generally, you should always be looking to leave consumers with a positive image of your employers’ brand.

Policies 41

Policies Customer Service Consumers Brands 41

Advertisement

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,

Tips

Helpware

SEPTEMBER 16, 2019

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.

B2B 40

B2B Report Marketing 40

Influitive

SEPTEMBER 16, 2019

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 […].

Conference 40

Conference How To Connections Engagement 40

Genroe

SEPTEMBER 16, 2019

Lead nurture campaigns are built to, you got it, nurture your leads. But what does that actually mean? Well once you’ve put together some gated content and you’ve managed to collect some email addresses from people who are interested in your content, you need to do two things with these new contacts: Determine which ones […]. The post Easy Steps to Effective Lead Nurture Implementation appeared first on Genroe.

Management 40

Management Marketing 40

Ascribe

SEPTEMBER 16, 2019

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.

Software 40

Software Marketing 40

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.

Retail

Helpware

SEPTEMBER 16, 2019

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.

B2B 40

B2B Report Marketing 40

Bold360

SEPTEMBER 16, 2019

?. 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. So, I’m excited to share some key takeaways from the latest episode AI:IRL , where Stephanie Plunkett joined me to talk about how AI can really transform customer conversion within your business.

Data 40

Data Consumers Analysis Communication 40

Kitewheel

SEPTEMBER 16, 2019

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. With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

North Highland

SEPTEMBER 16, 2019

“I spent a full year running around with my binder in my hands talking to any leader who would listen on why we needed a Change Center of Excellence (CCoE),” remarked a Director of Change Management at a large financial services firm. According to North Highland’s research, 89 percent of organizations report that the pace of change has accelerated in the past two years.

Culture 40

Culture Financial Report Survey 40

Advertisement

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.

Training

CSM Magazine

SEPTEMBER 16, 2019

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. This is the message that it communicates from the clients perspective which can have a huge impact on the company.

Social Media 40

Social Media Industry Tools Communication 40

Oracle

SEPTEMBER 16, 2019

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. Hear what the CX leaders have to say in our video interviews and read their quotes below. If you don’t experience it, you don’t know.

Video 40

Video Airlines Customer Journeys Brands 40

Ascribe

SEPTEMBER 16, 2019

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.

Analysis 40

Analysis How To Survey Report 40

John Paul

SEPTEMBER 16, 2019

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. The article explores the developing changes in consumer behavior: Chinese luxury consumers are still buying luxury goods, but have also expanded into investing in experiences.

Consumers 40

Consumers Trends 40

Advertisement

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?

Customer Experience

Forrester's Customer Insights

SEPTEMBER 16, 2019

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 […].

Company 46

Company User Experience Customer Experience Customers 46

Happy or Not

SEPTEMBER 16, 2019

We are excited to be part of the fifth annual CXForum event in London, UK, on 8th and 9th October 2019. CXForum is the event for CX practitioners […]. The post CXForum UK | October 8-9 appeared first on HappyOrNot.

31

31

Forrester's Customer Insights

SEPTEMBER 16, 2019

“I tried to stop it from happening, but they just ignored me.” That’s what one person told me recently — and many others responded similarly — when I blogged about my upcoming keynote at CX SF and invited people to share their stories with me in confidence about how they respond when asked to help […].

Customer Experience 31

Customer Experience Customers 31