Oracle

APRIL 30, 2018

Whether you’re part of an enterprise organization or running a growing business, time is something nobody has enough of. It’s impossible to add more hours into our day, but it is possible to make the hours we have work harder for us, especially when it comes to executing customer experience (CX) strategies. To help them help themselves, I’ve been advising clients to incorporate more automation tools fueled by artificial intelligence (AI).

Chatbots 71

Chatbots Sales Tools Customer Satisfaction 71

InMoment XI

APRIL 30, 2018

Digital experiences are the new norm for customers as they increasingly interact with and experience businesses through computers and mobile devices. The wave of technological advancements over the past decade has caused a major shift in customer expectations. It’s imperative that companies continually evaluate their digital offerings to make sure they are meeting customers ever-changing.

Customer Expectations 200

Customer Expectations Meeting Interaction Technology 200

QuestionPro Audience

APRIL 30, 2018

In this digital era where businesses are in constant communication with their audience via social media, many feel the e-newsletter is not necessary, or simply go through the motions when sending one out. By doing so, they are missing out on a great opportunity to deliver interesting information in a neat package to their customers or clients. By not being limited to 280 characters, you can expand on topics and provide your audience with an informative and thought-provoking newsletter.

Tips 223

Tips Social Media Interaction Communication 223

InMoment XI

APRIL 30, 2018

Digital experiences are the new norm for customers as they interact with and experience businesses through computers and mobile devices. The wave of technological advancements over the past decade has caused a major shift in customer expectations. Phone and direct mail surveying has become more of a “niche” approach to data collection, while email campaigns.

Customer Expectations 200

Customer Expectations Survey Interaction Technology 200

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

GetFeedback

APRIL 30, 2018

Collecting customer feedback is essential if you truly want to understand the needs and expectations of your target audience. But these days, no customer wants to waste 20 minutes filling out a questionnaire. That’s why quick, transactional surveys are gaining popularity. Instead of asking customers for input once a year, innovative brands are beginning to ask questions in the moment, right after customers interact with their brand.

Survey 207

Survey Marketing Self Service Feedback 207

GetFeedback

APRIL 30, 2018

If you're not a consumer brand, generating online reviews can be tough. G2 Crowd's Levi Olmstead shares tips on driving reviews as a B2B brand.

B2B 195

B2B Brands Tips Consumers 195

Experience Matters

APRIL 30, 2018

In a recent post, I discussed how the CX Institute fills a customer experience transformation gap. We created this infographic to tell the full story. Companies can’s become customer-centric without an approach that touches all employees. I encourage you to check out the CX Institute. The post Online Training For a Customer-Centric Organization (Infographic) appeared first on Customer Experience Matters®.

Infographics 163

Infographics Customer Centricity Training Customers 163

GetFeedback

APRIL 30, 2018

This is a guest post by Levi Olmstead, Community Manager for G2 Crowd. B2B transactions are complex, expensive, and require long-term investments. Buyers need plenty of reassurance that you’ve helped others in the past before deciding to do business with you. Online reviews are one of the most powerful tools in your toolbox to convince them. They can be more challenging to get than reviews of products or services designed for consumer use, but with the right strategies, you can get all the

B2B 170

B2B Brands B2C CRM 170

Wired and Dangerous

APRIL 30, 2018

Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product.

Hotels 79

Hotels Course Report Customer Experience 79

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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

GetFeedback

APRIL 30, 2018

Customer feedback is essential if you want to understand your target audience. Here are 3 marketing surveys that help brands connect with their buyers.

Survey 150

Survey Marketing Feedback Connections 150

Amity

APRIL 30, 2018

When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. That is what a CSM is; a multi-tasking, proactive individual who will always be more than willing to help a customer out , drive growth, add value to the company, all the while making the job look like a piece of cake. We look at Sales and Success as two different departments , where they ought to be cross-functional.

Sales 82

Sales Customer Success Customers CRM 82

GetFeedback

APRIL 30, 2018

If you're not a consumer brand, generating online reviews can be tough. G2 Crowd's Levi Olmstead shares tips on driving reviews as a B2B brand.

B2B 150

B2B Brands Tips Consumers 150

ShepHyken

APRIL 30, 2018

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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. (Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

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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

Genroe

APRIL 30, 2018

By Adam Ramshaw I’ve specialised in lead generation for 25 years now. Sometimes as a front line account manager. Sometimes as a business owner. And, you know, I hate cold calling. Love talking to people about their challenges and helping them solve business problems. Hate cold calling. So, I’ve made it my business to effectively […]. The post The Reliable Guide to B2B Lead Generation without Cold Calling appeared first on Genroe.

B2B 85

B2B Management Sales Marketing 85

Alliance by IFS

APRIL 30, 2018

At Field Service USA two weeks ago in Palm Springs, CA— the biggest field service conference of the year —there were many common themes being discussed in the sessions, round tables and exhibit hall. One theme kept coming up, ‘With all the baby boomers retiring, how do we do a better job of attracting the next generation of field technicians, the Millennials?’.

Infographics 50

Infographics Conference Resources Training 50

ReviewTrackers

APRIL 30, 2018

If you want to survive in today’s consumer-driven industries, you have to build and maintain your company’s reputation. A positive company reputation is a good way to show customers you are trustworthy. It also shows consumers how much great of a product or service you offer. And most importantly, it shows customers you care about them. . Here are four ways to build a positive company reputation.

Company 50

Company Banking Consumers Trends 50

Maru/HUB

APRIL 30, 2018

When it comes to customer experience, there’s a lot to consider and a considerable amount of time spent planning the perfect strategy. We’ve got 4 very common and very damaging customer experience myths that we’ve put right to help you make better CX decisions. Myth: Customers want quick, 24/7 communication. Truth: Customers want valuable, personal communication.

Omni-Channel 51

Omni-Channel Customer Experience Loyalty Programs Communication 51

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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

Engine Insights

APRIL 30, 2018

7-in-10 young* consumers want guidance from their bank in preparing for retirement, but fewer than 2-in-10 are receiving it. On the heels of Financial Literacy Month, many financial institutions have found themselves taking stock of their educational resources to understand how effective they have been in better equipping their customers to manage and optimize their finances.

Banking 41

Banking Financial Resources Consumers 41

Confirmit

APRIL 30, 2018

The EU is introducing new legal requirements known as GDPR (General Data Protection Regulation) which come into force in May 2018. All organizations handling customer data originating from within the European Economic Area need to check whether they are compliant and, if not, determine what they need to do about it. In this On Demand Webinar, Confirmit’s Arnt Feruglio, COO and Tim Barker, Director, Customer Experience Management, discuss the relevant points in the new legislation and give

Customer Experience Management 40

Customer Experience Management Data Examples Customer Experience 40

Maru/HUB

APRIL 30, 2018

80% of CEOs believe they offer a superior customer experience. Only 8% of their customers AGREE. Here’s what you need to deliver winning Customer Experiences. Read our posts and free downloadable materials designed to enhance your Customer Experience: What you should always include on your Customer Experience dashboard. What’s the financial impact of Customer Experience?

Customer Experience 40

Customer Experience How To Financial Customers 40

Confirmit

APRIL 30, 2018

The EU is introducing new legal requirements known as GDPR (General Data Protection Regulation) which come into force in May 2018. All organizations handling customer data originating from within the European Economic Area need to check whether they are compliant and, if not, determine what they need to do about it. In this On Demand Webinar, Confirmit’s Arnt Feruglio, COO and Tim Barker, Director, Customer Experience Management, discuss the relevant points in the new legislation and give

Customer Experience Management 40

Customer Experience Management Data Examples Customer Experience 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

Strativity

APRIL 30, 2018

By Gwen Moran, April 29, 2018 FastCompany.com. Whether you’re working for a promotion or trying to change jobs altogether, every career requires a measure of change. For those craving something new or different in their work lives, the people who manage change for a living can provide a few important insights. Change management professionals work with organizations to help plan, manage, and adapt to change.

Company 40

Company How To Measurement Strategy 40

Confirmit

APRIL 30, 2018

Confirmit Employee Pulse empowers every part of your business to quickly collect the insights they need, when they need them. Configured according to rules that you define, it is the pulse survey module of Confirmit Employee Voices, the the Continuous Listening suite that enables you to run any type of employee feedback programme for a full picture of your business.

Survey 40

Survey Feedback 40

Forrester's Customer Insights

APRIL 30, 2018

Marketers today are managing more channels, more content, and more data, while delivering vast quantities of personalized content quickly around the globe. As digital marketing complexity increases, more marketers are embracing automation tools to improve efficiency and speed to market. In our first Marketing Automation Technology Forecast, 2017 To 2023, we expect global spending on […].

Marketing 43

Marketing Tools Technology Management 43

LiveChat

APRIL 30, 2018

Did you know that every person in the US receives around 32 text messages per day ? It’s a pretty big deal, isn’t it? We’re using SMS to inform our family members we’ll be late for dinner, share new experiences, jokes or ideas with our friends or postpone meetings due to ever growing traffic. It’s simple, fast and convenient. Now, tell me, how many text messages have you already received or sent today?

Ecommerce 31

Ecommerce Social Media Sales Loyalty 31

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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

Forrester's Customer Insights

APRIL 30, 2018

I recently spent two weeks in China to attend an event hosted by eCommerce company JD.com for analysts and retail thought leaders. Here are my takeaways on the state of eCommerce in the world’s largest eCommerce market: Customers in China seek novelty and individuality. Nearly 60% of metropolitan Chinese consumers are Progressive Pioneers – the most […].

Ecommerce 36

Ecommerce Retail Consumers Marketing 36

Verint

APRIL 30, 2018

In the two years since the EU adopted the General Data Protection Regulation (GDPR), firms across the globe have been busy preparing to comply with the new regulations that provide data privacy protections to EU residents. The regulations are broad in scope, covering customers and employees, and regulations around data breaches, data requests from individuals, when a firm can legally process data, and more.

Contact Center 27

Contact Center Data Resources Customer Experience 27

Forrester's Customer Insights

APRIL 30, 2018

The executive summary here is simple: We think this is a harmonious merger. Not quite one year ago, Forrester published the The Forrester Wave™: Predictive Marketing Analytics For B2B Marketers, which evaluated 11 firms – Radius and Leadspace among them – against 28 criteria, as well as an accompanying blog post that summed it up. […].

Analytics 33

Analytics Marketing B2B Customers 33