Experience Matters

DECEMBER 18, 2017

We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at

ROI 299

ROI Customer Experience Loyalty Consumers 299

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

QuestionPro Audience

DECEMBER 18, 2017

The holiday season is the time to give to those in our lives who love and support us. Who does that more than our pets? Who else in your life literally jumps up and down when you walk in the door after a long day of work? Dogs provide unconditional love and companionship, so the least we can do is give them a holiday season filled with fun toys and treats. .

Course 191

Course Consumers Customers 191

NICE inContact

DECEMBER 18, 2017

Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia. With five Contact Center locations in four different countries servicing seven different languages supported by 1,000 employees, changes to technology come with a lot of preparat

Apparel 150

Apparel Contact Center Customer Experience Case Study 150

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Customers

Wired and Dangerous

DECEMBER 18, 2017

Customers today are “over surveyed”. We are asked after almost every interaction to report on our experience and these requests take every imaginable form. Employees are trained to tell us we will receive a survey and ask that we let them know if they have not provided a 10 out of 10 service experience because they want to fix things right now as if their life depended on it!

Hotels 79

Hotels Culture Survey Study 79

Think Customers

DECEMBER 18, 2017

Trust is the foundation for any healthy relationship. So why is it so challenging for businesses to establish this fundamental virtue with customers? According to Accenture’s newest global study, “Put Your Trust in Hyper-Relevance,” only 22 percent of customers worldwide said they shop with companies that have a deep understanding of their needs, preferences, and past interactions.

Study 84

Study Interaction Technology Company 84

Heart of the Customer

DECEMBER 18, 2017

Read the full article at Lumoa.me. The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger […].

Trends 74

Trends Customer Experience Engagement Company 74

UJET

DECEMBER 18, 2017

This morning, we shared that UJET successfully completed the SOC 2 Type 2 and HIPAA examinations. As part of our commitment to be the leading enterprise customer support platform on the market, we are proud to be one of the select few providers to have achieved SOC 2 Type 1 , SOC 2 Type 2, and HIPAA compliance.

Marketing 56

Marketing Customers 56

ReviewTrackers

DECEMBER 18, 2017

When a group of friends in Los Angeles wanted to find a way to give back to the community, they went to a local grocery store and bought food to make 100 lunches. The friends had fun and connected with one another on a whole new level while preparing the lunches. After they were done, they went to the streets near Santa Monica Pier and Venice Boardwalk asking people if they were hungry, acknowledging the humanity of the giver and the receiver.

Social Media 50

Social Media Groups Meeting Connections 50

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Communication

Currency Alliance

DECEMBER 18, 2017

As December comes to a close, thoughts naturally turn to the challenges and opportunities of the coming year. There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

ClientSuccess

DECEMBER 18, 2017

For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team.

Leadership 41

Leadership Competitive Advantage Customer Success Loyalty 41

Talkdesk

DECEMBER 18, 2017

This post was originally written by Mikhail Naumov, Co-founder & Chief Strategy Officer at DigitalGenius, for Talkdesk’s Opentalk Magazine. We live in a world where customers expect exceptional service in an instant and customer service has become a continual process. Often this means more efficient phone support with tools enabling agents to handle more calls at the same time.

Social Media 40

Social Media Contact Center Omni-Channel Chatbots 40

CSM Magazine

DECEMBER 18, 2017

Progressive businesses are further engaging their customers via using social media. In this article, we have provided the main tips that help you utilize social media in order to provide exceptional service to your customers. In case if you are looking for detailed cases and practice we recommend to you attend, for example, the professional social media marketing course like this one which provides you with knowledge and practical advice on marketing and customer service over social media channe

Social Media 40

Social Media Customer Service Roadmap Tools 40

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Verint

DECEMBER 18, 2017

Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR? Mark Clark of Contact Solutions recently chatted with Verint’s Mark Kowal, who has spent more than 20 years in customer service and customer engagement technology development—the last decade and a half focused on natural language and speech.

Self Service 24

Self Service Innovation Customer Engagement Engagement 24

CSM Magazine

DECEMBER 18, 2017

More than 1,200 Arvato customer service representatives share tips, insights to help customers when reaching out to contact centers. Leading customer service provider, Arvato has announced survey findings from 1,261 customer service representatives across the globe, revealing what they love about their job, the biggest challenges they face and tips to help customers solve their issues faster.

Customer Service Representative 40

Customer Service Representative Contact Center CRM Social Media 40

Informedy

DECEMBER 18, 2017

Customer Experience 45

Customer Experience Customers 45

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. This was the first time we heard of how experiences, rather than product or service, are a distinct economic offering. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

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.

Retail

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online 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. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. (Comm100) In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each.

Customer Journeys 79

Customer Journeys Customer Service Infographics Innovation 79