Vonage

AUGUST 30, 2016

Are you heading to Dreamforce? It is one of NewVoiceMedia’s biggest annual events. In fact, we always seem to grow our Dreamforce presence year over year – bigger parties, bigger sponsorship and bigger customer showcases. And this year promises to be our biggest Dreamforce yet. We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details.

Sales 215

Sales Customer Confidence Connections Tips 215

NICE inContact

AUGUST 30, 2016

This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! ICUC is consistently an industry standout and this year is no exception. The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future.

Customer Experience 195

Customer Experience Contact Center Conference User Experience 195

Experience Matters

AUGUST 30, 2016

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.

Leadership 189

Leadership Technology Management Customer Experience 189

Storyminers

AUGUST 30, 2016

Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her summer work included brushing up on her Spanish. We ordered the suggested textbook and companion listening exercises workbook from a third-party book reseller.

Customer Experience 150

Customer Experience Customer Journeys Exercises Study 150

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

Alida

AUGUST 30, 2016

The Customer Intelligence Summit is a place to learn about the latest trends in marketing, customer experience and innovation. More than just a conference for learning, the Summit offers a unique opportunity to get some face time with business leaders from the most customer-centric global brands—a chance to enhance your career and make connections. To help you get the most out of every networking opportunity, we asked past attendees who are members of Connected Wisdom, our Vision Critical custom

Tips 113

Tips Customer Centricity Fashion Case Study 113

Customer Bliss

AUGUST 30, 2016

Episode Overview. There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Are they synonyms? Do they mean very different things? What does it all mean for a CCO? Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. McKesson (the parent company) is a Fortune 15 company and has been a leader in the health care space for years.

Customer Success 111

Customer Success B2B Chief Customer Officer Course 111

CX Journey

AUGUST 30, 2016

Image courtesy of Pixabay Journey maps are my favorite tool in the CX toolbox. If you've been reading my blog - or following me on social media - for a while, that statement should not be a surprise! I've written many times about the reasons to map , the benefits of mapping , and some of the basic principles to ensure mapping success. By now you know that journey mapping is a necessity if you want to understand the current state of the customer experience.

Customer Journeys 105

Customer Journeys Social Media Customer Experience Tools 105

ShepHyken

AUGUST 30, 2016

Adam Toporek Shares Tips and Ideas on. How to Be Your Customer’s Hero. Shep Hyken speaks with fellow customer service expert, keynote speaker, and author, Adam Toporek. They discuss Adam’s new book, “ Be Your Customer’s Hero: Real World Tips & Techniques for the Service Front Lines.” In addition, Adam shares seven service triggers that can ruin the customer’s experience and the importance of avoiding them.

Tips 82

Tips Customer Journeys Customer Service Customer Experience 82

Genroe

AUGUST 30, 2016

Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the value can be delivered with 20% of the work. The problem is that most organisations don’t know which is the right 20% so they can’t deliver it effectively. Over the […].

Loyalty 71

Loyalty Customers Customer Service Case Study 71

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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.

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Beyond Philosophy

AUGUST 30, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Think Customers

AUGUST 30, 2016

It's unquestionable that for most businesses, customer reviews have become a critical part of customer engagement. In addition to the traditional aspects of running a business, business owners are increasingly paying attention to what's being said about them online. Yelp has emerged as one of the top sites where customers go to heap compliments and complaints on businesses.

Customer Engagement 53

Customer Engagement Customers Engagement 53

Myra Golden

AUGUST 30, 2016

Part of what makes me good at what I do is I genuinely hate poor customer service. As it turns out, I’m not the only one who gets irritated with bad customer service. Research by RightNow Technologies found that after suffering a negative experience with a company or organization: • 80% of US adults decided to never go back to that company; • 74% registered a complaint or told others; • 47% swore and/or shouted; • 29% have had a headache, felt their chest tighten and/or cried; • 13% posted

Customer Service 45

Customer Service Poor Customer Service Video Customer Experience 45

Think Customers

AUGUST 30, 2016

How many photos are floating around the Internet? The answer is staggering. In 2014, people uploaded an average of 1.8 billion digital images every day, according to Mary Meeker's Internet Trends Report. And according to data released by Google, in 2015, we uploaded 24 billion selfies on Google Photos alone, not counting photos shared on other sites like Facebook or Instagram.

Trends 49

Trends Report Data 49

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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

Myra Golden

AUGUST 30, 2016

Part of what makes me good at what I do is I genuinely hate poor customer service. As it turns out, I’m not the only one who gets irritated with bad customer service. Research by RightNow Technologies found that after suffering a negative experience with a company or organization: • 80% of US adults decided to never go back to that company; • 74% registered a complaint or told others; • 47% swore and/or shouted; • 29% have had a headache, felt their chest tighten and/or cried; • 13% posted

Customer Service 45

Customer Service Poor Customer Service Technology Customer Experience 45

Avaya

AUGUST 30, 2016

Commitment to 5 core practices will lead to peace of mind and growth. In the world of support services we are always striving to reach that nirvana state where everything is perfect, and that requires keeping networks running at peak performance while contending with the onslaught of new employee technologies, cloud applications and mobile solutions.

System 44

System Software Omni-Channel Connections 44

Waypoint Group

AUGUST 30, 2016

Part 3: Better marketing ROI from Advocate & Detractor management Welcome to the third installment of our 5-part series about accelerating growth in B2B companies. The first post in the series looked at developing a deeper footprint in accounts and methods to engage “Champions” in that effort, while the second in the series evangelized “owning” a metric and driving a […].

B2B 40

B2B Company ROI Metrics 40

Genroe

AUGUST 30, 2016

It was a great internal brain storming session to collect questions for your new customer feedback survey. And, over the last few days you’ve wordsmithed away and now the questions are just right. Soon you’ll be loading them up into your survey tool and emailing the feedback invitations. But, if you don’t want your survey to […].

Survey 40

Survey Feedback Tools Customers 40

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Tips

Customer Interactions

AUGUST 30, 2016

Are You Managing Your Team to Win with Customers?

Customer Experience 36

Customer Experience Customers Management 36

Genroe

AUGUST 30, 2016

Customer service is important for every business and I want to make sure that here at Genroe we’re delivering great service. But what is great customer service? Having owned a business for 15 years I already had some of the answers but I wanted to find out what the experts knew; so I asked them. I asked […].

Customer Service 40

Customer Service Customers B2B Strategy 40

Brad Cleveland Blog

AUGUST 30, 2016

The post The Most Important Development in Customer Service appeared first on Brad Cleveland.

Customer Service 26

Customer Service Customers Contact Center Customer relationships 26

Michelli Experience

AUGUST 30, 2016

Infographics 113

Infographics Technology Consulting Employee Engagement 113

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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

Brad Cleveland Blog

AUGUST 30, 2016

Customer Service 21

Customer Service Customers Contact Center Customer relationships 21

Provide Support

AUGUST 30, 2016

Gone are the days when we didn’t need to worry about using social media for customer support. But today, it’s not even a question. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. The bad news is that brands reply to just 11% of people leaving the majority of inquiries ignored.

Social Media 46

Social Media Infographics Brands Consumers 46

Brad Cleveland Blog

AUGUST 30, 2016

Customer Service 20

Customer Service Customers Contact Center Customer relationships 20