IntouchInsight

AUGUST 30, 2018

Learn why reputation management is important for multi-location businesses, and how to proactively monitor and manage your brand's reputation.

Management 147

Management Brands How To 147

CloudCherry

AUGUST 30, 2018

Every customer experience team wants to improve their bottom line, but it’s usually one of the hardest things to make an impact on. While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. When we increase NPS, we don’t necessarily impact our bottom line or increase our revenue.

Strategy 150

Strategy NPS Analytics Analysis 150

Michelli Experience

AUGUST 30, 2018

Persona-based journey maps serve as a research and design tool to understand the current journey of core customer segments and to find opportunities to make improvements that add value for those groups. The post Persona-based Customer Journey Mapping Infographic appeared first on Joseph Michelli.

Customer Journeys 100

Customer Journeys Infographics Groups Customers 100

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

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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.

Customers

QuestionPro Audience

AUGUST 30, 2018

Ahh, the age-old debate: dogs vs. cats. 36% of U.S. households own a dog, with 30% owning a cat. Interestingly, cat owners are more likely to own more than one cat, while the majority of dog owners keep it to one. Animals lovers feel very strongly about their choice in the cat/dog discussion being the right one, so which one wins? WHICH IS SUPERIOR?

Study 170

Study Training Meeting Innovation 170

QuestionPro Audience

AUGUST 30, 2018

Content Index. Guttman Scale Definition. Guttman Scale Characteristics. Steps for developing a Guttman Scale with Examples. Guttman Scale Applications with Examples. Guttman Scale Advantages. Guttman Scale Definition. Guttman scale is one of the three unidimensional scales, the other two being – Likert Scale and Thurstone Scale. Guttman scale also called cumulative scaling or scalogram analysis is created with elements that can possibly be ordered in a hierarchical manner.

Examples 170

Examples Analysis Survey Airlines 170

Omnicus

AUGUST 30, 2018

What does AI look like in today’s customer service world?

Customer Service 174

Customer Service Customers Customer Experience 174

Second to None

AUGUST 30, 2018

The following article is a guest submission written by Ryan Gould. Ryan is the Vice President of Strategy and Marketing Services for Elevation Marketing. Ryan is an expert search, social and content marketer, he leads Elevation Marketing’s digital strategy department, helping brands achieve their business goals, such as improving sales and market share, by developing integrated marketing strategies distinguished by research, storytelling, engagement and conversion.

Social Media 94

Social Media Loyalty Advertising Feedback 94

ReviewTrackers

AUGUST 30, 2018

Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. One study surveyed over 200 businesses on the trends, solutions, and challenges in customer experience.

Net Promoter Score 88

Net Promoter Score Social Media Effort Score Analysis 88

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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.

Communication

Amity

AUGUST 30, 2018

We’ve all been there, the situations in which ‘the customer is always right’ Dealing with difficult customers can certainly be challenging, and you aren’t always going to see eye-to-eye with your customers. This can put a strain on your professional relationships. However, if you have a process in place that can de-escalate the situation, then you can improve your customer-CSM relationship, and create further opportunities for between your company and the customer.

Customer Success 72

Customer Success Tips Management Customers 72

kommunicate

AUGUST 30, 2018

Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. Having said that, customer support is sometimes the only criteria that separate you from your competitors. How happy your existing customers are can determine how much revenue would you get […].

Chatbots 75

Chatbots How To Customers Customer Success 75

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success.

Customer Success 67

Customer Success Management Fashion System 67

Beyond Philosophy

AUGUST 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.

How To 74

How To Net Promoter Score NPS Customers 74

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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,

Tips

Russel Lolacher

AUGUST 30, 2018

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? What if the one service who could help made it impossible to contact them? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior. This is the Customer Experience Story time tale. The post The CX Storytime Tale of The Disappearing Digits appeared first on The Upsell.

Video 59

Video Customer Experience Customers Customer Service 59

Truthlab

AUGUST 30, 2018

When starting a new project, there is a lot to prepare for. You need to know what type of usability testing you are doing, how many people you test with, what tools will be best for the job, how to best present findings so internal teams will be receptive to changes. Here are 10 steps […]. The post 10 Key Components to Include in Your B2B UX Testing Checklist appeared first on truthlab.

B2B 59

B2B Tools How To Customer Experience Design 59

Perkville

AUGUST 30, 2018

Recently we spoke with Alissa Rodgers, owner of GoYoga studio in Columbus, OH about her business’s spectacular growth. What started off as a small project has turned into a thriving family of 5, soon to be 7, studios that generate more than a million dollars a year in revenue, all in just 8 years. Keep reading to learn Alissa's story and her advice for running a successful studio.

Travel 63

Travel Groups Software Hospitality 63

Amity

AUGUST 30, 2018

A ‘Quarterly Business Review’ , is basically a formal meeting with a customer in which you review how things are going, try to address any open issues and formulate a forward plan, complete with actions. And while it sounds pretty straightforward and it, unfortunately, isn't always so. Read on to find out more about issues that might pop up in a typical unsuccessful QBR and tips on overcoming these issues.

e-support 57

e-support Tips Meeting Customer Success 57

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

inSided

AUGUST 30, 2018

Recently Infoland launched their own customer community which serves as the central hub for interaction with customers, helping to scale customer service and support the company's growth ambitions. We interviewed Community Manager Hiewwaiy Kwok and CMO René de Jong about the process, goals and KPIs.

Software 58

Software Interaction Customers Customer Service 58

ReviewTrackers

AUGUST 30, 2018

What is Reputation Marketing Software? Reputation marketing software equips companies with the tools and technology needed to track, manage, and analyze online activity, enabling them to listen and respond to customer feedback as well as positively influence online brand reputation. Why Use Reputation Marketing Software? Online reviews, social media comments, and customer feedback posted online play a major role in consumers’ purchase decisions.

Software 50

Software Marketing Social Media Consumers 50

Russel Lolacher

AUGUST 30, 2018

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? What if the one service who could help made it impossible to contact them? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior. This is the Customer Experience Story time tale of … The Disappearing Digits.

Social Media 48

Social Media Video Entertainment Software 48

Solvvy

AUGUST 30, 2018

Customer service automation is the hot topic of conversation these days, and more specifically, how bots fit into the mix. While intelligent automation is core to both Solvvy and Kustomer, we encourage our customers to not simply take an automation-centric or bot-centric approach, but to first take a step back and identify what your key goals are. We’ve seen companies jump the gun and add a bot because they felt like everyone else was doing it, only to find it delivered sub-optimal/disappointing

Self Service 48

Self Service Strategy Chatbots Technology 48

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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.

Training

Happy or Not

AUGUST 30, 2018

Starting this week, citizens of Bonifacio Global City (also known as BGC, Global City, or The Fort) will be able to rate their satisfaction with the public services provided by the city. BGC, the fastest growing financial and lifestyle district in the Philippines, has deployed the HappyOrNot Smiley Terminals in both the Ayala Market to […]. The post Bonifacio Global City rolls out Smileys to measure happiness with public services appeared first on HappyOrNot.

Measurement 53

Measurement Financial Marketing 53

Bold360

AUGUST 30, 2018

Before the explosion of e-commerce websites in the 90’s, print ads brought customers to brick-and-mortar stores, and businesses leveraged salespeople to sell their products. Today, static product and service reviews and online shops are replacing in-store visits – leaving little room for conversation while shopping. In this new era, customers with questions or concerns simply move on – leading to less interaction and lower customer loyalty.

Engagement 45

Engagement e-support Chatbots Call Center 45

Playvox

AUGUST 30, 2018

The Quantified Workplace movement has seen a continued integration of innovative technologies into the work environment, allowing employers to assess employees’ performance through data analysis. As with most emerging technological trends, the Quantified Workplace movement did cause some concern, but we’re all much more familiar with consenting to data about ourselves being gathered today.

Measurement 40

Measurement Social Media Customer Service Analysis 40

Talkdesk

AUGUST 30, 2018

We are happy to announce that Talkdesk was named to the Constellation ShortList™ for Cloud Customer Service & Contact Center Software in Q3 2018. The technology vendors included in the Constellation ShortList offer the key requirements for early adopters pursuing digital transformation initiatives. With enterprise class performance and a consumer-like ease of use, Talkdesk allows companies to make customer experience a competitive advantage.

Contact Center Software 40

Contact Center Software Contact Center Software Customer Service 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Lithium

AUGUST 30, 2018

Let me tell you a secret: Here at Lithium we love the annual Lithy awards. When our customers show how they build innovative customer experience we are amazed and humbled at the same time. The awesome thing is that we learn something from each of the submissions every year. So we have decided to share some of OUR community story as well this year. Read our non-competitive “Lithy 2018 submission” below.

Innovation 40

Innovation Resources Connections Metrics 40

Russel Lolacher

AUGUST 30, 2018

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? What if the one service who could help made it impossible to contact them? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior. This is the Customer Experience Story time tale of … The Disappearing Digits.

Social Media 40

Social Media Video Entertainment Software 40

Lithium

AUGUST 30, 2018

Let me tell you a secret: Here at Lithium we love the annual Lithy awards. When our customers show how they build innovative customer experience we are amazed and humbled at the same time. The awesome thing is that we learn something from each of the submissions every year. So we have decided to share some of OUR community story as well this year. Read our non-competitive “Lithy 2018 submission” below.

Innovation 40

Innovation Resources Connections Metrics 40