Mon.Nov 04, 2019

The State of Voice of the Customer (VoC) for B2B Companies


Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. .

B2B 195

Bring the Skills of the Theatre to Your Face-to-face Customer Service Training

CSM Magazine

To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you. You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

3 Ways Store Layout Decisions Impact on Customer Experience


A recent post on LinkedIn by business mentor Miriam Simon got me thinking about the relationship between store layout and customer experience. Miriam’s post was short and to the point. It simply stated: Customer Experience retail

Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

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.

The Future of Brand Building is Customer Centricity


Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.

More Trending

Do Your Data-Driven “Me” Stories Intimidate rather than Engage?

One Millimeter Mindset

When you tell data-driven “Me” stories, you become short-sighted about the outcomes that decision makers look for when deciding to fund, invest and buy. Are the stories you tell well-balanced or out-of-sync with the stories people are listening for?

Where’s the Beef? An Analysis of the Incredible Rise of Beyond Meat

Brandwatch CX

Mothercare: From favourite to failure

Helen Dewdney

What happened to Mothercare? Update 5 November 2019. BBC News online reports All Mothercare UK stores to close: “Troubled baby goods retailer Mothercare has called in administrators, putting 2,500 UK jobs at risk.

When and How to Bring Executives Into Customer Interactions


In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers.

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.

Mothercare: From favourite to failure

Helen Dewdney

What happened to Mothercare? Mothercare calls in the administrators. Mothercare announced today (4 November 2019) that it plans to bring in the administrators, putting 2,500 jobs at risk. So what happened?

When and How to Bring Executives Into Customer Interactions


In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers.

How Low Can You Go?! Customer Success for Your SMB Segment

CSM Practice

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation.

Rethinking the retail experience through text analytics


The post Rethinking the retail experience through text analytics appeared first on Keatext. Customer Experience

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!

CXNext Live: Today’s Biggest Knowledge Base Challenges and Opportunities


Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively.

Driving Change in the Auto Industry at Volkswagen Australia

Think Customers

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars.

Welcoming Arun Kumar, SVP, Data & Insights

Hero Digital

Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights.

Predictions 2020: Three Big Changes In Store For DevOps

Forrester's Customer Insights

DevOps teams will see some new trends in 2020 that will impact their work in GRC, introduce new tools, and bring additional business value. Learn more from Forrester Principal Analyst Charles Betz.

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.

The Right Insight

C Space

The Right Insight. What makes a successful customer insights leader? Here’s a guide to the challenges and strategies of some of the best in the business. Tweet. Robert Howie. Managing Director, Growth at C Space.

Predictions 2020: Cloud Computing Sees New Alliances And New Security Concerns

Forrester's Customer Insights

In 2020, the cloud computing market will sees interesting new alliances and face new security concerns. Read Forrester's 2020 cloud predictions to find out more. age of the customer cloud computing cloud security prediction private cloud public cloud promoted

The College Application Experience Reimagined for Tech-Savvy Students

Smarter CX

There isn’t much that’s changed about the process of applying to college in the past few decades: first, students determine which schools they’re interested in attending. Then, they complete a college application for each of those schools, and finally, students search for scholarships to defray the cost. However, tech changes are beginning to break the mold. Here are 3 ways students can utilize technology to help them find their top-choice schools. Virtual college tours.

Humanizing SEO Strategy With a Psychological Approach To Search

In 2011, Becky Simms launched Reflect Digital , a UK-based agency that’s won 26 awards to date, including, in 2019, Wirehive 100s, “Best Use of Search” and “Agency Leader” awards, as well as the Drum Search Awards “Best B2B SEO Campaign” and “Best E-Commerce Campaign.”

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

Predictions 2020: Insurers Will Seek To Engage Customers With Their Impact Agenda

Forrester's Customer Insights

In 2020, insurance companies will battle back against the market changes by focusing on three key areas. Read Forrester's predictions for the insurance industry here. age of the customer Insurance prediction promoted

5 Top Customer Service Articles for the Week of November 4, 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. Gypsy and Your Customers Expect Kindness by Chip Bell.

Advertisers Fed Up with Fake Influencers & What To Do About It


Influencer marketing can be an amazingly effective brand awareness activity leading to lots of conversions. or an expensive lesson. Advertisers are fed up with fake influencers that result in the latter, but many are unsure of what to do about it, beyond give up the practice entirely.

Täysin uudistunut Feedbackly julkaistaan 8. marraskuuta


Olemme koko Feedbacklyn tiimin kanssa erittäin innoissamme kun saamme ilmoittaa, että täysin uudistunut Feedbacklyn taustahallinta julkaistaan 8. marraskuuta. Olemme työstäneet tätä projektia jo. The post Täysin uudistunut Feedbackly julkaistaan 8. marraskuuta appeared first on Feedbackly.

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.