Customer Bliss

OCTOBER 5, 2017

You have probably heard of the Equifax scandal by now, which has ratcheted up to being called “a tragedy.” 143 million accounts — that would be equivalent to about 40% of the people in the United States — were compromised. Their former CEO, Richard Smith, testified before Congress recently. This is one part of the exchange: “It’s like the guards at Fort Knox forgot to lock the doors and failed to notice the thieves were emptying the vaults,” Greg Walden, the chairman of

Customer Experience 234

Customer Experience Customers Culture Customer relationships 234

InMoment XI

OCTOBER 5, 2017

In case you hadn’t noticed, the amount of data in the world is increasing at an exponential rate. For example, every minute there are nearly 4.2 million posts uploaded to Facebook, nearly 3 million tweets, and thousands of responses to open-ended survey questions. I’m often asked about all this unstructured data and how companies can. View Article.

Data 200

Data Analytics Survey Examples 200

GetFeedback

OCTOBER 5, 2017

Millennials are now the largest consumer demographic in the world, and their preferences have made an major impact on how we think about customer service.

Customer Service 150

Customer Service Consumers Customers 150

InMoment XI

OCTOBER 5, 2017

In case you hadn’t noticed, the amount of data in the world is increasing at an exponential rate. For example, every minute there are nearly 4.2 million posts uploaded to Facebook, nearly 3 million tweets, and thousands of responses to open-ended survey questions. I’m often asked about all this unstructured data and how companies can.

Data 160

Data Analytics Survey Examples 160

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

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.

Customer Experience 137

Customer Experience Effort Score Net Promoter Score Contact Center 137

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.

Customer Experience 136

Customer Experience Effort Score Net Promoter Score Contact Center 136

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.

Customer Journeys 142

Customer Journeys Banking Customer Centricity Customer Experience 142

NICE inContact

OCTOBER 5, 2017

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

CX Journey

OCTOBER 5, 2017

Image courtesy of Pixabay How can anyone become complacent about running a business? or about winning at business? It happens! It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer ex

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

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

Wired and Dangerous

OCTOBER 5, 2017

Stew Leonard, Jr. CEO of Stew Leonard’s Dairy Store headquartered in Norwalk, Connecticut, is about as energetic about customers as anyone you can find. He rushes around his stores glad-handing customers, soliciting their feedback, ringing up sales, helping lost-looking customers find what they’re in search of, thumping employees on the back, and generally energizing everyone in the place.

Advertising 93

Advertising Customer Satisfaction Customers Survey 93

Uniphore

OCTOBER 5, 2017

Today, leading brands and service providers are turning to the amazing cognitive technology offered by “chatbots” to better manage and automate the customer service experience. At the same time, another technology gaining traction in the industry, Robotic Process Automation, is also being referred to as a “bot,” and it has started to create some confusion.

Chatbots 93

Chatbots Customer Service Technology Customers 93

Win the Customer

OCTOBER 5, 2017

Even though many aspects of business and professional life have changed with the advent of new technologies, networking remains one of the most important elements of building and advancing a business. Networking for business owners is slightly different than for employed professionals, but many of the same concepts still apply. Here are four of the top tips in networking for newer business owners looking to build their brands.

Transportation 99

Transportation Conference Social Media Tips 99

mopinion

OCTOBER 5, 2017

The technology industry is – without a doubt – fiercely competitive. This is especially true for startups that offer Software as a Service (SaaS) as their survival obligates them to meet demands of constant innovation, adaptability and customer satisfaction. Consequently, these businesses must know how to successfully exploit new opportunities for growth as well as […].

Feedback 77

Feedback Customer Satisfaction Innovation Software 77

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

Topdown

OCTOBER 5, 2017

The Forrester Wave™: Digital Experience Platforms, Q3 2017 report came out recently, and we were extremely interested to see how things have changed since the last DX Platform Wave came out in 2015. Analysts Mark Grannan ( @mwgrannan ) and Ted Schadler ( @TedSchadler ) identified the 14 most significant DX platform providers and researched, analyzed, and scored them.

Report 67

Report Marketing Customer Experience Customers 67

Promoter.io

OCTOBER 5, 2017

We’ve recently heard some chatter within the NPS community that the reason why some NPS survey providers don’t offer survey reminders to their customers was because they believed that the potential negative impact (annoyance, unsubscribes, etc) would outweigh the benefit. They also believe that sending your customer a reminder to take your survey is an […].

Survey 69

Survey NPS Customers Customer Success 69

Truthlab

OCTOBER 5, 2017

Reading Time: 2 minutes In my article “Sweat the Small Stuff”, I recently wrote about how design details can transform a Customer Experience (CX) from good to great. If you don’t sweat the small stuff, someone else will. And, that someone will win the business and loyalty of your customers. Now, it is essential to give attention to […]. The post Keep Your Cool: 4 Principles for Good CX Design appeared first on truthlab.

Loyalty 63

Loyalty Customer Experience Customer Experience Design Customers 63

UJET

OCTOBER 5, 2017

As it’s National Customer Service Week, we wanted to take some time to shine a light on how UJET provides a window into customer issues, arming agents with the proper tools to make their jobs – and overall support experiences – easier.

Customer Service 56

Customer Service Customers Tools Customer Experience 56

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

ReviewTrackers

OCTOBER 5, 2017

This article was written by Sonal Patil, a research analyst who loves to deal with market data at a market research report -providing firm. She is keen on learning and analyzing different markets. Between customer acquisition and customer retention, which is more valuable? You could say that both are equally important because retention happens after the acquisition.

Social Media 56

Social Media Loyalty Customer Retention Feedback 56

Magellan Solutions

OCTOBER 5, 2017

A 24/7 answering service is one proven solution to the real problem many business owners face today: “ How can I provide an outstanding level of customer service my clients will fall in love with?”. Because as much as they would want to always be there for their valued clients, the reality for many of these business owners is they just don’t have the resources to do that.

Customer Service 53

Customer Service Loyalty Resources Training 53

dscout People Nerds

OCTOBER 5, 2017

Documentary filmmaker Alexandra Nikolchev on telling unexpected stories.

75

75

Clarabridge

OCTOBER 5, 2017

This article was originally published in the Huffington Post. It’s been nearly one year since Pokemon Go launched, and the headlines are still rolling in. Whether you’re sick of hearing about the 90’s inspired mobile game or you’re out there catching ‘em all , it’s the most widely used and talked about application of augmented reality (AR) to date. Pokemon Go has made it easier to explain AR and virtual reality (VR) to the masses, but it’s also made it difficult to position these technologies as

Social Media 45

Social Media ROI Trends Consumers 45

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

ClientSuccess

OCTOBER 5, 2017

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. This webinar was held on Tuesday, October 17, 2017 at 12:00 pm Mountain Time on the topic: When to Invest, Specialize, and Scale Customer Success.

Customer Success 41

Customer Success eBook Culture Sales 41

Strativity

OCTOBER 5, 2017

If you’re responsible for implementing a customer strategy, it is up to you to push for the cx strategy to be internalized and adopted throughout your organization. This excerpt from Customer Experience Strategy lays out the “Seven Great Escapes” for resistance to change as well as the responses that will allow your strategy to keep moving forward without losing momentum.

Strategy 40

Strategy Customer Experience Customers 40

ClientSuccess

OCTOBER 5, 2017

Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. For CSMs in the thick of the action, these changes can be confusing while simultaneously ground-breaking. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals.

Trends 41

Trends Customer Success eBook Customer relationships 41

SurveyGizmo

OCTOBER 5, 2017

This week, alongside industry experts from Mastercard , AlienVault , and OpenWater , SurveyGizmo hosted an hour-long webinar that discussed the details of building an integrated customer experience program in a modern organization. [ACCESS THE ON-DEMAND WEBINAR RECORDING HERE]. Session Highlights. To lay a solid foundation for a successful customer experience program, it needs to be integrated into the business strategy and considered the strategy’s backbone.

Customer Experience 65

Customer Experience Net Promoter Score Culture Measurement 65

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

Grade.us

OCTOBER 5, 2017

There’s so much to report from Grade.us HQ, I’ll get right to it. Here’s what we’ve been working on: New Plans Now Available: Professional, Agency and Partner New Texting Features (New Plans Only): Drip Campaigns and MMS Text Message Click-tracking (All Plans) Email Campaign Enhancements (All Plans) New Agency Marketing Materials (Agency+ Plans) Beta Testers Wanted For: API v2, Zapier app, new white-label dashboard features Universal HTTPS Coming (All Plans) Other Improve

Sports 27

Sports Comparison Social Media Marketing 27

Talkdesk

OCTOBER 5, 2017

At Talkdesk, we want to be a step ahead of our customer’s needs. We strive to anticipate challenges and to have solution options in place. To do this we need to be able to innovate with incredible speed. Just as Henry Ford, of the industrial age, understood that many people working together could manufacture cars faster, better and more economically than a single person putting together an entire car, we at Talkdesk understand that creating an open contact center platform where we can invite pa

Contact Center 40

Contact Center Call Center Innovation Wait Times 40

ERDM

OCTOBER 5, 2017

Article by Ernan Roman Featured on CMO.com Charlie Cole, chief digital officer of Tumi , has been overseeing and developing the luggage and travel accessory brand's global e-commerce and digital platforms since 2015. When Samsonite acquired Tumi last year, he also took on the official role of global chief e-commerce officer, which includes oversight of global strategy for brands such as Samsonite, American Tourister, Hartmann, Gregory, and High Sierra.

Innovation 40

Innovation e-support Analytics Travel 40