InMoment XI
MAY 7, 2018
A comprehensive CX strategy is incomplete without industry benchmarks and competitive data. Benchmarking your CX scores against other companies in your industry will allow you to identify areas for improvement along with areas to identify your advantages. This will ensure you not only make better decisions, but the right decisions for your CX program.
CSM Magazine
MAY 7, 2018
IT services providers emphasize the creation of UX design as it’s one of the key criteria that make customers appreciate an application or a system. But what about the pre-project stage of software development? Not everybody realizes that design can be crucial for the project in its initial phase. Human beings perceive most of the information through their eyes.
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InMoment XI
MAY 7, 2018
A comprehensive CX strategy is incomplete without industry benchmarks and competitive data. Benchmarking your CX scores against other companies in your industry will allow you to identify areas for improvement along with areas to identify your advantages. This will ensure you not only make better decisions, but the right decisions for your CX program.
Lumoa
MAY 7, 2018
A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.
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.
Omnicus
MAY 7, 2018
Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
MAY 7, 2018
This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also deal with the occasional upset customer (whether we like it or not).
QuestionPro Audience
MAY 7, 2018
We happily admit it: here at QuestionPro Audience, we are research and data nerds. We love to know the latest research, and if it’s in an informative and easy-to-read infographic, even better! We’ve compiled this week’s best infographics, for your reading and visual pleasure. Enjoy! 1 – MUSIC’S GENDER GAP . Last.fm compared their listening data to awards and festivals from the last 16 years to find out if female artists are being rewarded as much as they are being listened to.
Customer Bliss
MAY 7, 2018
They share freely. They have our back. They are there, in good times and bad. They always have our best interest in mind. They are brave. This describes our moms. It also describes companies who follow her lead in how they grow their business. The lessons we learned as kids stick with us. And often they have our mom’s face all over them. Her lessons, her rules, and her sayings are still in our heads.
Wired and Dangerous
MAY 7, 2018
The new billboard proclaimed the El Casa de Adjetivo on 2 nd Street as having the best Mexican food in town. We had driven by the restaurant many times but never given it a try. We are major fans of great Mexican food—not the fast food type, but the kind that tastes imported directly from Monterey. So, into the restaurant we went. The ambiance was nice; real Mexican music was playing in the background.
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ShepHyken
MAY 7, 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. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. (Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.
Answer Dash
MAY 7, 2018
Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. But what exactly are customers’ expectations today, and how have they evolved in recent years? Here are some important trends and statistics to keep in mind - and how to keep your business on the right track.
Strativity
MAY 7, 2018
Lior Arussy has an offer for you. A personal invitation to love the future. Download it here: An Invitation to Love The Future. The post An Invitation to Love The Future appeared first on Strativity.
Lithium
MAY 7, 2018
Rolling out our newest customer case study! USAA’s had the goal of implementing social support initiatives across 11 major business units while providing superior social service and social network moderation. By integrating Lithium features with their CRM, USAA has seen a reduction in time to validate a member’s identity; advanced routing techniques to get the right conversation to the right representative and a mechanism to handle spikes in conversation volumes, reducing work queues.
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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.
Responsetek
MAY 7, 2018
The customers decision to accept your invitation to provide feedback is influenced by a variety of factors. Here we will provide some insight on just one. The reminder. Did you know? Simply by using a reminder email or SMS, you can improve your response rates by 25-50%. Contrary to popular belief, when invited, many customers will engage you in a dialogue or to provide a rating about a product or service they just received from you.
Lithium
MAY 7, 2018
Rolling out our newest customer case study! USAA’s had the goal of implementing social support initiatives across 11 major business units while providing superior social service and social network moderation. By integrating Lithium features with their CRM, USAA has seen a reduction in time to validate a member’s identity; advanced routing techniques to get the right conversation to the right representative and a mechanism to handle spikes in conversation volumes, reducing work queues.
Responsetek
MAY 7, 2018
Did you know? Companies with employees actively monitoring the VoC improve their NPS or Overall Satisfaction significantly faster than companies with employees who aren’t. It has been a long standing tradition for organizations to keep their employees away from customer feedback. “They aren’t trained to interpret it”. “It will have a negative impact on their morale”.
Lithium
MAY 7, 2018
Rolling out our newest customer case study! USAA’s had the goal of implementing social support initiatives across 11 major business units while providing superior social service and social network moderation. By integrating Lithium features with their CRM, USAA has seen a reduction in time to validate a member’s identity; advanced routing techniques to get the right conversation to the right representative and a mechanism to handle spikes in conversation volumes, reducing work queues.
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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,
Responsetek
MAY 7, 2018
Did you know? Being positive pays off. The attitude of your Contact Center Agents can have a substantial impact on NPS. Since Net Promoter Score (NPS) first hit the press back in 2003, there has been an ongoing debate about how much customer service agents can truly influence key metrics such as NPS. The main argument is agents have little influence over key drivers of detraction such as long wait times and restrictive policies or procedures.
Feedbackly
MAY 7, 2018
The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These touchpoints include. The post The 6 Stages of eCommerce Customer Journey appeared first on Feedbackly.
Responsetek
MAY 7, 2018
Did you know? Depending on the country and approach used, SMS or Instant Messaging surveys can yield response rates of up to 35%. Working with telcos around the world in the mid to late 2000s, we became a pioneer in mobile surveying, mastering the art and science of the SMS survey. We predicted that the rapid proliferation of the smartphone would eventually make SMS surveys obsolete.
Ecrion
MAY 7, 2018
I recently returned from my first face-to-face visit with two of our European solutions providers: Cognity , based in Athens, Greece, and Meninx Group , headquartered in Zurich, Switzerland. While in Greece, I also had the opportunity to visit with customers and prospects. I know it sounds cliché, but there really is no better way to gauge enthusiasm for your product and your relationship than in-person meetings.
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.
Confirmit
MAY 7, 2018
How do you get a Voice of the Customer program off the ground? In this video, Chris Brown, Confirmit, Alain Thys, FutureLab and Paula McKillen, RS Components provide guidance about how to secure success in your VoC activities. From how to secure budget approval by engaging your executive team, to ensuring your employees are really focused on the customer experience, these CX experts share their views on what you need to know to get started.
Ecrion
MAY 7, 2018
I recently returned from my first face-to-face visit with two of our European solutions providers: Cognity , based in Athens, Greece, and Meninx Group , headquartered in Zurich, Switzerland. While in Greece, I also had the opportunity to visit with customers and prospects. I know it sounds cliché, but there really is no better way to gauge enthusiasm for your product and your relationship than in-person meetings.
Ann Michaels and Associates
MAY 7, 2018
Why are customers willing to pay more for a better experience? In a recent study called “ The Disconnected Customer : What digital customer experience leaders teach us about reconnecting with customers” by Capgemini, a significant gap was found between how businesses and consumers perceive the quality of their customer experience. Of the organizations surveyed, only 3 out of 10 match customer expectations.
Strativity
MAY 7, 2018
In the past 16 years, I have been involved in over 200 customer centric transformations with organizations around the globe. Like me, you might think that becoming customer centric is common sense, that it should not be so difficult. You may also think that it does not require a full-fledged transformation because, after all, we are all customers, and if we just apply our own expectations for a great customer experience, it should work out.
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Maru/HUB
MAY 7, 2018
We’ve pulled together 20 Customer Experience statistics worth knowing about. Research shows that 55% of consumers are willing to pay more for a guaranteed good experience. 86% of consumers are willing to pay more for an upgraded experience. Customer frustration leads to the following: 13% tell 15 or more people if they’re unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people. 67% of consumers site bad experiences as reason for churn.
CSM Magazine
MAY 7, 2018
CX Network has launched their annual survey on the state of customer experience and service and would like to invite you to take part! Your input will help provide a year-on-year industry analysis as well as an overview of the trends, challenges and investment priorities for the next 12 months. The insights will help you identify the leaders and laggards within the market, and how to stay ahead of your competitors.
Forrester's Customer Insights
MAY 7, 2018
A few weeks ago, Jeff Bezos revealed in the annual shareholder letter that Amazon Prime now has over 100M members. But even more noteworthy than its size is its revenue impact. In 2017, Amazon shipped more than $5B items through Prime. Now, Amazon Prime isn’t like other loyalty programs you see in the marketplace. For […].
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