Customers That Stick
MARCH 5, 2019
Each year, we see increasingly more retail establishments fail. However, retail is not dying; in fact, it has a bright future. It just looks different than it did five years ago. On a trip to Detroit last week, a friend of mine who lives in the area took me to the original Shinola store. I had only recently become aware of Shinola when I purchased one of their watches via a third party a few months prior.
DemandJump
MARCH 5, 2019
Whether you’re a CMO or a paid search manager, you have KPIs that are directly tied to customer acquisition. If you’re a growth marketer or an acquisition marketer, maybe all your KPIs are tied to customer acquisition metrics.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Forrester's Customer Insights
MARCH 5, 2019
Here at Forrester, we love all things music. Each office floor has a different musical theme and all the rooms are named after popular musicians of the time. It’s not uncommon to have a team meeting in Guns N’ Roses or an afternoon phone call in Jackson Browne. So, it seems natural to think of […].
Experience Matters
MARCH 5, 2019
Last week I spoke at a local CXPA meeting in Boston. We had a great turnout, thanks to the great work of the planning committee and the wonderful space provided by Education First. I led a discussion about the future of CX, which I believe was applicable to all experience management (XM) leaders. One of my key messages was that we need to think of our roles differently as we push our organizations to even higher levels of CX/XM maturity.
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.
Customer Bliss
MARCH 5, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
MARCH 5, 2019
Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Companies that strategize their efforts to improve insurance claims processing can expect higher levels of operational efficiency. They’ll also improve financial results and serve happier customers. While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies.
CX Journey
MARCH 5, 2019
Image courtesy of Pixabay The ultimate fan is an immortal fan! This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more.
transcosmos Information Systems
MARCH 5, 2019
If you’re looking to achieve your bottom line quickly and inexpensively, outsourcing is the way to go; but this method will only work in your favour if you do it correctly. To be more exact, you must be able to find the best talents and utilise the most advanced technologies. Of course, it would also be favourable to get the help you need in the most cost-effective manner.
CX Journey
MARCH 5, 2019
Image courtesy of Pixabay The ultimate fan is an immortal fan! This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more.
Advertisement
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.
Heart of the Customer
MARCH 5, 2019
Measuring Customer Experience’s (CX) business impact is hard. It’s one of the biggest challenges in passing the CCXP exam. One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident. Heart of […].
ReviewTrackers
MARCH 5, 2019
Reputation management for doctors continues to be more important with every passing year. A 2018 PatientPop survey revealed that 80.3 percent of providers are aware of the importance of a strong online reputation, but most of them don’t know how to alter their online reputation in a positive way. This is a massive problem. Without the right tools and methods at your disposal, you are not using online review sites to their full advantage, which means you lose out on better online exposure a
Thematic
MARCH 5, 2019
As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’. There is no one way of doing anything when it comes to Customer Experience.
Oracle
MARCH 5, 2019
Omnichannel marketing has been the talk of the town among marketers and customer experience practitioners over the past decade. It designates a strategy where companies leverage a combination of multiple touchpoints, both online and offline, to spread the word about what they offer and build customer loyalty. According to a study by Aberdeen Group , businesses following an omnichannel customer engagement logic retain 89% of their clients, versus 33% retention rate for companies with meager omnic
Advertisement
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.
NobelBiz
MARCH 5, 2019
Christian Montes | Executive Director of Sales at NobelBiz | Contact Center Technology Company Published on February 27, 2019 Certification and Registration alone is not enough, but it is one important foundational piece. My first article took a deep dive into the call labeling and blocking ecosystem and touched on this first area, Certification and Registration.
NetBase
MARCH 5, 2019
Influencer collaboration offers incredible marketing potential for brands – and incredible earning potential for influencers! As a result, wannabe brand influencers eagerly aspire to emulate what these niche pros offer, and they’ve become expert at it – expert inflaters , that is. And your brand needs to steer clear of these imposters, of suffer the consequences!
Totango
MARCH 5, 2019
Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, or the videos on your streaming service constantly skip. So, you turn to the service provider. What happens next can change the customer’s relationship with that business forever. Naturally, customers want their escalations resolved as quickly as possible.
Genroe
MARCH 5, 2019
Paid Media, Earned Media and Owned media are the three key ways to get marketing messages distributed. We review each of type, their pros and cons. The post The Essential Guide: Paid Media vs Earned and Owned Media appeared first on Genroe.
Advertisement
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,
datastax
MARCH 5, 2019
Businesses have been relying on relational database management systems (RDBMS) to store, process, and analyze their data for decades. These systems have been around since the 1970s and were created for a world where virtually all data was structured (e.g., names and ZIP codes). However, today’s data comes in many more forms and also comes much faster and heavier.
ProProfs Chat
MARCH 5, 2019
Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Gathering data from customers helps to improve their service experience as well. On the contrary, employee feedback is often ignored by organizations.
Alliance by IFS
MARCH 5, 2019
Astea to Present at 31st Annual ROTH Conference on March 18. HORSHAM, PA (March 6, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , today announced that Astea management will present at the 31 st Annual ROTH Conference on Monday, March 18, 2019, at 8:00 am Pacific Time at the Ritz Carlton Laguna Nigel in Dana Point, CA.
Keatext
MARCH 5, 2019
The post How to market great hospitality brands with text analytics appeared first on Keatext.
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.
Alliance by IFS
MARCH 5, 2019
Astea to Present at 31st Annual ROTH Conference on March 18. HORSHAM, PA (March 6, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , today announced that Astea management will present at the 31 st Annual ROTH Conference on Monday, March 18, 2019, at 8:00 am Pacific Time at the Ritz Carlton Laguna Nigel in Dana Point, CA.
InboxAI
MARCH 5, 2019
I ran recently into the latest Gallop survey rating honesty and ethical standards of selected US professions. Not surprisingly, car sales people are at the very bottom of the list (just above members of congress) and business executives are right above. That’s clearly the perception. Let’s separate honesty into two: Honesty to prospects and customers.
Strikedeck
MARCH 5, 2019
Kelechi, CX Analyst for Fidelity in Nigeria, shares what he thinks CSMs can learn from Customer Service best practices.
Lithium
MARCH 5, 2019
Customers are the heart and soul of every business. They guide the decisions we make, the products we build and how we sell them. They’re why we exist. In today’s market, customers expect more from you than ever. They want to connect with you when they need you, and they don’t care how your systems work or how your teams are siloed. They demand their voices be heard, and heard in real time.
Advertisement
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.
Confirmit
MARCH 5, 2019
Have you ever thought about what makes a company outstanding? Is it the balance sheet? The CEO? The products offered? Well, Stan Phelps has given this question quite a bit of thought and he has some really weird ideas! And he’s an IBM Futurist, TEDx Speaker and Forbes Contributor, so he knows what he’s talking about. Weird is the foundation of what he believes makes a company stand out from the crowd – embracing your faults, your weirdness.
Lithium
MARCH 5, 2019
Customers are the heart and soul of every business. They guide the decisions we make, the products we build and how we sell them. They’re why we exist. In today’s market, customers expect more from you than ever. They want to connect with you when they need you, and they don’t care how your systems work or how your teams are siloed. They demand their voices be heard, and heard in real time.
InMoment XI
MARCH 5, 2019
The MaritzCX Ask the CX Experts Team Discuss Voice of the Customer (VoC) Best Practices Join Jennifer Passini, Senior Director of Solution Strategy, Stacy Bolger, Senior Strategic Consulting Director, and Jen Rubin, Senior Director of Solution Strategy, as they answer questions about VoC and share trusted practices that bring value to CX initiatives.
Expert insights. Personalized for you.
79 
Let's personalize your content