Centriam Customer Experience Lab
SEPTEMBER 7, 2018
As outlined in our Community Banking Customer Experience Blueprint , designing an action plan for customer follow-up is the third and final step to launch your customer experience initiative. This blog will discuss key considerations to achieving successful customer winbacks.
TeamSupport
SEPTEMBER 7, 2018
A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions. Rather than spending time and money on proactive communication campaigns with customers that already love you or don’t want to be contacted, customer health anal
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iCiDIGITAL
SEPTEMBER 7, 2018
Rolling out a digital experience platform (DXP) can be a daunting initiative for an enterprise. Done well, the challenge will be worth the investment of time and resources. A successful DXP rollout will reward marketing with a powerful platform to build compelling customer experiences that drive key conversions, and end customers will benefit from positive interactions with the brand.
InMoment XI
SEPTEMBER 7, 2018
What are you After? Brand equity is a bit of an elusive term in the CX and marketing research world. When asked what it is, you are likely to get a very different answer depending on who you ask. The guy from accounting is likely to give quite a differing opinion than the gal who coordinates. View Article.
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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.
GetFeedback
SEPTEMBER 7, 2018
Your customers are the lifeblood of your business. Everything you do, you do it for them (Bryan Adams style). Since customers are the ones who affect your bottom line and act as your brand advocates, think of the benefits of keeping them in the driver’s seat. A Voice of the Customer program does just that. It helps you gather the right insights from the people intimately connected to your brand.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
SEPTEMBER 7, 2018
Voice of the Customer (VoC) research arms you with insights that drive better business decisions. Learn the basic steps to launching your own VoC program.
UJET
SEPTEMBER 7, 2018
Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.
Beyond Philosophy
SEPTEMBER 7, 2018
How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on.
ShepHyken
SEPTEMBER 7, 2018
This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.
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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.
Alliance by IFS
SEPTEMBER 7, 2018
How do you become a best-in-class field service organization (FSO)? What do the top performers do differently to address today’s challenges, and how can your FSO emulate their best practices? Register for this upcoming webinar to access all the latest findings! “How the Top Performing Field Service Organizations Address Today’s Challenges”. Wed., Sept. 12, 2018. 12:00 p.m.
Second to None
SEPTEMBER 7, 2018
Whether it is happening at the point-of-sale, within social media , on the sales floor or any other channel, ultimately it is the individual people that are responsible for translating your brand message to consumers at large. Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action.
Influitive
SEPTEMBER 7, 2018
As great Canadian poet Aubrey “Drake” Graham once declared, “Toronto is the greatest city in the whole world.” We couldn’t agree more—with its vibrant multiculturalism, bustling art scene, and internationally renowned tech community, we’re proud to call this city home. In Drizzy we trust And we know you’ll love it too. We can’t wait to.
ReviewTrackers
SEPTEMBER 7, 2018
Having an OpenTable business profile is a no-brainer choice for restaurants that require reservations. The San Francisco-based website lists over 40,000 restaurants worldwide and 21 million monthly users find a new place to eat thanks to the OpenTable platform. It’s also a major player in restaurant reviews. The company estimated that over 850,000 reviews are created on a monthly basis.
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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,
ChurnZero
SEPTEMBER 7, 2018
You are looking to grow your Customer Success team – that’s great news! Now, how do you go about finding the right candidate to join the team? Well, it first starts with a well-written and compelling job description that accurately describes the role, the primary responsibilities, must-have skills, and your company culture. As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn.
Oracle
SEPTEMBER 7, 2018
Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , and Ian Golding to spotlight modern customer experience excellence.
LiveChat
SEPTEMBER 7, 2018
As sophisticated digital marketing strategies continue to evolve and produce impressive results, a question that often comes up is: “is email marketing still relevant?”. It is. Its average ROI of $44 for every $1 spent shouldn’t and will not go away anytime soon. Thanks to its impressive ROI, 86 percent of B2C marketers use email , according to B2C Content Marketing 2018 Benchmarks, Budgets, and Trends.
Playvox
SEPTEMBER 7, 2018
When we heard that customer support and customer success go hand in hand at PlayVox, it got us thinking. Curious to find out more, we interviewed their Customer Success VP Joseph McFadden and got his whole team talking. Here’s how they do customer support at PlayVox.
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.
Grupo Noa
SEPTEMBER 7, 2018
Customer support service is the most critical aspect of any business enterprise. It can be a make or break factor for any company. The companies, which record maximum profits, offer excellent customer services to the customers. In the nations like the UK, where people and customers want highly specialized and quality services, the outsourcing of the company’s consumer services to the UK Call Centers is an apt decision.
Dapresy
SEPTEMBER 7, 2018
The Creation of Dapresy Pro. About 20 years ago, I started my career in the market research industry at a fieldwork house. As a CATI programmer, I took pride in delivering data in files that were clean, easy to understand, and in a format, that was ready for an analyst to utilize. Early on, I began using BI tools to create online dashboards for my clients.
Brad Cleveland Blog
SEPTEMBER 7, 2018
September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family, friends, co-workers and clients without being a slave to your smartphone? Is being “always connected” … Continue reading → The post TEDx Talk: Thriving in an Always-on World appeared first on Brad Cleveland.
Forrester's Customer Insights
SEPTEMBER 7, 2018
In today’s fast-paced world, you’d be hard-pressed to find an IT shop that isn’t at least experimenting with Agile. The pressure for IT to accelerate and innovate faster than ever before is real. But it’s not just IT that is feeling the heat. In most firms, every leader in every function is under pressure to […].
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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.
Forrester's Customer Insights
SEPTEMBER 7, 2018
Multicloud is a real and increasingly strategic customer choice rather than an accident of poor or nonexistent planning. We all know that; I’ve written about it before. Vendors of cloud tools and solutions are clearly aware of the multicloud trend too, and are moving to position themselves to best advantage. But there’s a problem: For […].
Grade.us
SEPTEMBER 7, 2018
Healthcare review sites can be a healthcare practitioner's best friend or worst enemy. And this reality isn't just about the reviews you'll receive on these sites (though the reviews do play a huge role). It's also about your presence on these directories. Patients often search for doctors directly on these sites for information and reviews. Often, a doctor's profile is the one and only chance he or she has to make an impression.
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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?
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