Mon.Aug 19, 2019

Creating a Customer-Centric Culture: Share Data with Purpose

CloudCherry

Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of.

Counter-Intuitive Leadership Tips

Andrew Mcfarland

Recently, I’ve been reflecting on how leaders act when faced with stressful situations. The natural reaction of a strong leader is to take charge, bounding from problem to problem offering expertise, opinions, and action items. Counter-intuitively, the exact opposite is.

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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

How Spark Aligned its Approach to Frontline Training, Recognition, and Rewards with Excellence in Customer Outcomes

MaritzCX

Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how.

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Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

5 Top Customer Service Articles for the Week of August 19, 2019

ShepHyken

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. Which is Your CX Priority: Satisfied Customers or Profit?

I’m Sorry, We’re a Little Short-Handed Today

Steve DiGioia

never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story.

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Patient Reviews: A Complete Guide for Healthcare Marketers

ReviewTrackers

Survey research shows that 66.3 percent of consumers view patient online reviews as influential when finding a new primary care physician. What’s more important, however, is that patients have a higher likelihood of leaving positive reviews on their provider in 2018 compared to 2017.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Getting Started with Location Intelligence: Visitations

Gravy Analytics

When you know where people go in real life, you can learn a lot about their interests, lifestyles, and habits. Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior.

What is Customer Satisfaction (CSAT) Score? Definition, Calculation, Applications and Advantages

SurveySensum

What is the Customer Satisfaction (CSAT) Score? In simple words, customer satisfaction (CSAT) score is a numeric metric that is a measure of customer satisfaction based on direct feedback received from the customer. It gives a clear picture of how your customer feels about your product or service.

5 Best Influencer Marketing Tactics to Amplify Your Brand’s Presence

NetBase

Influencer marketing tactics are not intuitive. There are many assumptions around what the right influencer can do for your brand, once s/he has been identified and hired to work for you.

Stop chasing revenue at any cost

InnerTrends

Chase your company’s revenue at all costs, and your clients won’t stick around. Help your customers thrive, and your income will be automatically guaranteed. The ultimate and bravest way to do business is to put your clients’ interest at the heart of your business.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace

Integrity Solutions

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Part 1 in a new blog series. By Donna Horrigan.

Overcoming the Speed-Quality Tradeoff in Your Migration to Amazon Connect

Cyara

In my last blog post , I focused on how Cyara Accelerator helps companies accelerate their migration to Amazon Connect by automatically documenting existing IVR applications, and automatically generating call flows in Amazon Connect.

Patient Reviews: A Complete Guide for Healthcare Marketers

ReviewTrackers

Survey research shows that 66.3 percent of consumers view patient online reviews as influential when finding a new primary care physician. What’s more important, however, is that patients have a higher likelihood of leaving positive reviews on their provider in 2018 compared to 2017.

What Coaching Results Trends Say About Your Customer Service Team

PlayVox

A solid coaching strategy helps your customer service team perform at its best — and that’s fundamental for any successful business. HR Management for CX CX Culture

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

3 Drivers of Content Creation that Improve Your DX

Topdown

As you sharpen your focus on adopting new technologies with the promise of reaching more customers, the basic customer communications management (CCM) principles remain the same: the content you create as a business entity needs to speak directly and meaningfully to your customers.

How Pulling Away for 3 Hours a Week Can Actually Make You More Productive

Myra Golden

Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development.

The Importance Of Defining Event ROI In The B2B Marketing Mix

Forrester's Customer Insights

“If a tree falls in a forest and no one is around to hear it, does it make a sound?” ” This question, first attributed to philosopher George Berkeley in 1710, raises questions about observation and perception.*

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Securing the Future of High Street Retail

CSM Magazine

Week in, week out it seems we read about another retailer that has bitten the dust. High streets are becoming emptier – with 10% of shops empty, and even major stores like Debenhams, Marks and Spencer and House of Fraser closing locations, can UK high streets survive?

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Location data 101: A primer for marketers

Gravy Analytics

In our hyper-connected digital world, an omnichannel marketing approach helps brands bridge the gap between online and offline consumer behavior.

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Customer Experience Analytics – How to Make the Most of Your Customer Data

Survicate

The post Customer Experience Analytics – How to Make the Most of Your Customer Data appeared first on Survicate. Customer satisfaction

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CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded

Forrester's Customer Insights

Shortly after I joined Forrester’s customer experience (CX) research team, I took a trip out to San Francisco to visit with some of my old friends and contacts in the tech industry. While there, I asked each one a simple question: “What do you do for your customers?”

Jason Barnard on Understanding, Credibility and Deliverability in AEO

Grade.us

You may have heard of Jason Barnard : he's the host of the podcast #SEOisAEO. He's also a contributor to SEMrush and Search Engine Journal. He was a recent speaker at SMX London , and he's on his way to Pubcon Vegas in October. I'm merely touching on the highlights here. Jason is full of enthusiasm.

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.