Mon.Jan 27, 2020

Connecting Research to Results #4 – Where is Your Brand Loyalty Leaking from Your Customer Experience?

Gold Research

With over $600 Billion spent on advertising to create brand awareness, drive prospect conversion and build customer loyalty, surprisingly few companies track the brand loyalty throughout their customer’s experience with them to learn where loyalty is “won and lost”.

This Is Why You Should Use a Chatbot For Your Business.

kommunicate

Chatbots interact through instant messaging, artificially replicating the patterns of human interaction. Machine learning allows computers to learn data by themselves without any programming. Using natural language processing you can use chatbots to execute an effortless customer base.

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How to Run a Successful VoC Program With Salesforce

GetFeedback

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make.

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How to Determine Cultural Alignment in Your Outsourced Contact Center

BlueOcean

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

How to Run a Successful VoC Program With Salesforce

GetFeedback

5 steps to running a successful Voice of the Customer (VoC) program using GetFeedback's CX solution that integrates effortlessly with Salesforce. Articles

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More Trending

Keeping the Relationship in the Customer’s Experience

Wired and Dangerous

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” aspect from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank.

Live Chat Software 2020 Overview: Strong and Weak Sides

Provide Support

In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers.

4 Lessons from Scaling a Customer Support Team

Solvvy

When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important.

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Quick & Easy Report Updates with the Background Function

Dapresy

Dapresy is introducing a new series of articles, prepared by Daniel Landelius, Customer Support Specialist, which will focus on report building for efficiency. The series will highlight different functions in the system and how to best utilize them when setting up your project.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Top 5 Strategic Contact Center Trends That Will Impact Customer Service in 2020

Advantage Communications

No matter what market your company operates in, there’s an incredibly high chance that it's saturated with competition. In fact, it's likely that your customer service is the key aspect of how your organization differentiates itself from competitors.

Quick & Easy Report Updates with the Background Function

Dapresy

Dapresy is introducing a new series of articles, prepared by Daniel Landelius, Customer Support Specialist, which will focus on report building for efficiency. The series will highlight different functions in the system and how to best utilize them when setting up your project.

ID R&D’s Newest IDVoice Release Offers Flexible Deployment and High Accuracy

CSM Magazine

IDVoice v2.11 offers higher accuracy and speed, smaller footprint, and optimization capabilities to facilitate biometric authentication on a broad range of devices and channels.

Quick & Easy Report Updates with the Background Function

Dapresy

Dapresy is introducing a new series of articles, prepared by Daniel Landelius, Customer Support Specialist, which will focus on report building for efficiency. The series will highlight different functions in the system and how to best utilize them when setting up your project.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

5 Tips for Writing Satisfying Customer Service Responses

CSM Magazine

There is a saying that gives an advantage to the customer in every case: ‘’the customer is always right’’. Everyone who has worked with customers knows that this can’t be further from the truth. At times, handling difficult customers is almost impossible.

Protected: TUESDAY TIPS BY THOMAS: Comparing Results

Dapresy

This content is password protected. To view it please enter your password below: Password: The post Protected: TUESDAY TIPS BY THOMAS: Comparing Results appeared first on Dapresy Market Research Reporting. blog benchmark results compare results

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Why SMS should be part of your feedback strategy

Customercount

Utilizing SMS texting for survey delivery is an easy and quick way to obtain feedback information so it should be part of your customer feedback strategy. Continue reading → The post Why SMS should be part of your feedback strategy appeared first on CustomerCount. News SMS SMS survey

Comparing Movie Audiences to Create Impactful Promotions

NetBase

With more than three billion active social media users worldwide spending hours each day reading, posting and sharing online, capturing specific insight around those behaviors is both exciting (for its potential) and a bit intimidating (because it’s easy to get wrong).

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Transforming Communications into Experiences

Topdown

From time to time, we are honored to have an industry luminary contribute a post to the Topdown blog. Today, we are thrilled to have Kaspar Roos, head of Aspire CCS, share some insights from a recent industry survey his team conducted on the transformation of customer communications management into customer experience management. Strategy Customer Experience Customer Communications Technology

A little “extra” can leave a BIG impression

Customer Enthusiast

Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity, and stand out in a noisy and crowded marketplace. Surprise is an emotion, the function of which is to increase alertness and narrow focus. By challenging customers’ assumptions and expectations, […]. The post A little “extra” can leave a BIG impression appeared first on Steven Curtin.

Guest Post: Responding to Change and Driving The Insight Industry Forward

Confirmit

I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry.

Thanking Community Managers Everywhere

Lithium

This is a note from Khoros CEO, Jack Blaha, to celebrate Community Manager Appreciation Day on Monday, January 27.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Customer Journey Automation

Ecrion

written by. Craig T. Watkins. Ecrion Chief Revenue Officer. I recently wrote about Customer Experience Automation (CXA), and how Ecrion defines that term. One of the primary points in that post was that Ecrion specifically focuses on automating the Customer Experience—whenever possible.

European Retail CX Scores Are Gradually Improving

Forrester's Customer Insights

The launch of Forrester’s CX Index reports for UK and French retailers is a great way for me to dive into the topic of customer experience in a broader way than I have in the past, with a particular focus on the dynamics of the European market. Those of you who’ve followed me over the […].

How to Future-Proof Your Contact Center: Part 1 – The Right Technology

Smarter CX

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers. In part 1 of this conversation, the group covers the challenges of looking for a new solution and how to deliver service experiences consistently, and manageably, on a global scale.

Kill Customer Service Costs For Good

Forrester's Customer Insights

Are you leading or managing customer service? Then you, like many of your colleagues, might be looking for ways to reduce its costs. Our data shows that with digital transformation, the volume of calls in call centers goes up.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.