Mon.Aug 19, 2019

Creating a Customer-Centric Culture: Share Data with Purpose


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.

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

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


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.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

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.

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


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?

Patient Reviews: A Complete Guide for Healthcare Marketers


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.

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.

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


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


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


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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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


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.

3 Drivers of Content Creation that Improve Your DX


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.

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.

What Coaching Results Trends Say About Your Customer Service Team


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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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?

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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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.

The Hybrid Cloud for Contact Centers


Digital transformation creates a bright future for progressive companies moving to cloud contact centers. Cloud contact center is not the future, it’s now, it’s here to stay and it’s the best first step in the digital transformation journey.

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


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?”

Customer Success’s Financial Foundation – Part II


Tom Lipscomb shares his insights on the financial foundation and evolution of Customer Success. Customer Success Churn Customer Emotion Customer Retention expansion Retention

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.