Customer Bliss

FEBRUARY 5, 2019

Customer Experience 167

Customer Experience Customers 167

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Totango

FEBRUARY 5, 2019

Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But you’re not a passive victim. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do.

ROI 76

ROI Customer Success Strategy Effort Score 76

Vonage

FEBRUARY 5, 2019

The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.

Contact Center 314

Contact Center Training Sales Analytics 314

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Customers

NICE inContact

FEBRUARY 5, 2019

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver?

Contact Center 150

Contact Center Self Service How To Call Center 150

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?

Consulting 110

Consulting Financial How To Return on Investment 110

Alliance by IFS

FEBRUARY 5, 2019

See how manufacturing industry leader tackled customer relations and service gaps to create a seamless workflow. Astea’s Director of Global Marketing, Emily Hackman, sat down with John Durkin, Business Unit Manager for the Americas from Instron to discuss how the company overcame overcame its operational and communication barriers by implementing a best of breed field service management solution, Alliance Enterprise.

Video 86

Video Customer Success Customer Satisfaction Sales 86

ShepHyken

FEBRUARY 5, 2019

Big Ass Fans. Growing Customer Service Alongside Your Company. Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer Retention 84

Customer Retention Survey Sales Customer Service 84

datastax

FEBRUARY 5, 2019

It may be the day of love but it’s also, quite often, a day of stress for major retailers and the database administrators in charge of keeping their applications running smoothly. While it’s not a national holiday where people spend weeks shopping or take the day off work, Valentine’s Day is still responsible for a significant amount of retail sales every year — The National Retail Federation forecasted Valentine’s Day spending to reach $19.6 billion in 2018 alone, the second-highest number in t

Retail 76

Retail Ecommerce Sales Data 76

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

Talkdesk

FEBRUARY 5, 2019

Enterprise Connect 2019 is only two months away and we couldn’t be more excited. We’re looking forward to hearing from thought leaders, networking, learning about CX strategy and spending time in the Florida sunshine at Gaylord Palms in Orlando. If you’re not already as excited as we are, here are five reasons to join us at this year’s Enterprise Connect. 1.

Connections 76

Connections Competitive Advantage Contact Center Innovation 76

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?

Consulting 60

Consulting Financial How To Return on Investment 60

InMoment XI

FEBRUARY 5, 2019

MaritzCX Behavioral Science Team Members Contribute to McKinsey Report A recent McKinsey report featured our very own Behavioral Science Officer, Charlotte Blank, and Zarak Khawn, Behavioral Innovation Director from Maritz, who contributed their insights and expertise along with twelve other experts. Since the 1950’s, behavioral scientists have combined economics and psychology to study human behavior.

Study 65

Study Innovation Report 65

NetBase

FEBRUARY 5, 2019

Social media monitoring is important to your brand for a number of reasons – not least of which is keeping a close eye on brand health. But if you’re only focusing on your brand, you’re actually doing it wrong. Here’s why. Your Brand Doesn’t Exist in a Vacuum. Trends in your entire category and/or industry can impact your brand – but if your focus doesn’t extend that far, you’ll miss those insights.

Social Media 63

Social Media Strategy Apparel Brands 63

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Tips

Brandwatch CX

FEBRUARY 5, 2019

Getting to know your competitor’s strengths and weaknesses is the foundation on which to base good strategy. For brands, the growth of online activity has seen competitor analysis methods , metrics and tools blossom. There is now no shortage of competitor analysis tools on the market, and each can offer insights relevant to its own particular niche and contribute to competitive benchmarking.

Analysis 61

Analysis Tools Social Media Advertising 61

Gainsight

FEBRUARY 5, 2019

What’s the one question people are always asking you about your job? If I had to stack-rank all the questions I get asked by customer success leaders, the question of who should own renewals bubbles to the top—no contest. But when you peel the onion a little bit, this is actually a layered question. Let’s say you decide on CSM “owning” renewals.

Chief Customer Officer 53

Chief Customer Officer Industry Resources Software 53

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey.

Customer Success 45

Customer Success Effort Score ROI Case Study 45

Merkle

FEBRUARY 5, 2019

A man is searching for his keys under a streetlight. A passerby offers to help and asks: “Did you lose your keys here?”. The man replies: “No, but the light is much better here.”. Are you taking ‘the light is better over here’ approach to big data? If you are looking at your data to improve decision making, you may be looking in the wrong place. Data analytics can be shaped by a ‘streetlight’ bias – by looking at the data you already have.

Data 45

Data Analytics Measurement Analysis 45

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey.

Customer Success 40

Customer Success Effort Score ROI Case Study 40

Centercode

FEBRUARY 5, 2019

My two favorite moments during a mostly uneventful Super Bowl were 1) Tony Romo circling all of the “punts” and 2) watching the Amazon Beta Testing Program commercial. During the game, the online retail giant unveiled the mystery behind its cryptic teasers to millions of viewers. The clips made headlines last week when Harrison Ford, the Kelly twins, and other celebrities hinted to an Alexa-related promotion.

Industry 40

Industry Customer Insights Retail Consulting 40

Playvox

FEBRUARY 5, 2019

Your quality assurance analysts play a critical role in helping your service agents, team leaders and managers perform to a higher standard. Your customers have certain expectations that must be met and exceeded to stay successful.

Management 40

Management Customers Culture Customer Experience 40

Help Scout

FEBRUARY 5, 2019

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Introducing Modes and a Beacon design update. We launched a pretty big Beacon update last month, including new features and an updated design. New feature: Modes. Every Beacon has a goal. Sometimes your goal is to talk with more customers and gather more feedback.

Self Service 40

Self Service Guidelines Report Feedback 40

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Training

Optimove

FEBRUARY 5, 2019

Our AI-driven module is able to constantly change and move customers from one persona to another, based on behavior and history. Using this approach, our clients are able to communicate more effectively with their customers, increasing lifetime value and brand loyalty and driving growth. – Pini Yakuel, Optimove. The post 14 Creative Ways To Personalize Your Marketing Campaign appeared first on Optimove.

Marketing 40

Marketing Loyalty Communication Brands 40

Waypoint Group

FEBRUARY 5, 2019

“My company continues to invest in build new product features. Meanwhile, my Customer Success Managers spend more and more time dealing with product performance (speed) issues. The right product-roadmap is probably a balance, but the product team isn’t understanding the impact of our product’s poor performance on our ability to retain customers.

How To 40

How To Voice of Customer Roadmap ROI 40

Currency Alliance

FEBRUARY 5, 2019

This content is password protected. To view it please enter your password below: Password: The post Protected: The Loyalty Debate, in Association with Loyalty Magazine appeared first on Currency Alliance.

Loyalty 40

Loyalty 40

Clarabridge

FEBRUARY 5, 2019

For many people, September 19 is a remarrrrrkable occasion for which pirate memes and puns abound. National Talk Like a Pirate Day, invented in 1995 as an inside joke between two friends after a contentious racquetball game, has become an internationally acclaimed parodic sensation. (September 19 also happens to be my birthday.) Events bookmark our perception of time and give us a shared cultural experience.

Culture 40

Culture Retail Course Feedback 40

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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

CSM Magazine

FEBRUARY 5, 2019

Picture your four-year-old self. Your preschool teacher asks you what you want to be when you grow up. You rattle off the occupation plan that you already have set in stone – Mondays you’ll be an astronaut, Tuesdays you’ll be a doctor, Wednesdays you’ll be the next big pop star – and the list goes on. Now fast-forward 30 years. Your days of traveling to the moon and performing with Madonna have likely been crushed years ago and you’ve created some less farfetched career goals for yourself.

Leadership 40

Leadership Trends Contact Center Travel 40

Quadient

FEBRUARY 5, 2019

In the past, you might have heard a few marketing people demanding that a communication is “on brand,” meaning the style, language, visual representation and tone is using approved content. Today, CX programs are in control of more and more communications that impact customer experience, and being “on brand” has become a commodity. The real challenge now lies in delivering personalized communications that are consistent and compliant, through the channel or channels customers prefer.

Communication 40

Communication Brands Customers Marketing 40

Think Customers

FEBRUARY 5, 2019

For decades, most women have had the same experience when it comes to bra shopping: They enter a dressing room and try on a variety of bras until they find one that fits (or is the least uncomfortable). And while bras come in different styles (push-up bra, sports bra, strapless), size options have remained relatively unchanged. “It’s an industry that hasn’t been innovated very much until recently,” says Veronique Powell, vice president of operations at ThirdLove, an online startup that.

Sports 40

Sports Innovation Industry Customers 40