Strikedeck

FEBRUARY 26, 2019

Shep shares how to make CX the heart of your brand, and how to weave CS into the mix.

Brands 71

Brands Customer Experience Customers How To 71

Qualtrics

FEBRUARY 26, 2019

To be a top company a data-driven mindset combined with a test and learn culture are practically requirements. But this approach is about more than just your financial bottom line, it can improve nearly every facet of your business, especially the Customer Experience. Dun & Bradstreet has long been a top player providing commercial data, analytics, and insights for businesses.

Analytics 37

Analytics Customer Experience B2C B2B 37

Horizon CX

FEBRUARY 26, 2019

The general and financial benefits of delivering a great customer experience have been written and talked about for many years now. However, some organizations still struggle to embrace a full commitment to it. Many organizations will venture down the path, but then either slow down “going through the motions” or stop completely after taking little to no action at all on voice-of-the-customer feedback.

Metrics 100

Metrics Customer Centricity Culture Leadership 100

Customer Bliss

FEBRUARY 26, 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?

Chief Customer Officer 172

Chief Customer Officer Video Course Leadership 172

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.

Data

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. A vast majority of respondents make or influence decisions at their organization.

Analytics 256

Analytics Report Analysis Study 256

Vonage

FEBRUARY 26, 2019

Your business serves ultra-connected customers who expect a consistent experience through every channel. So, the more channels, the better, yes? Sure, but only if the customer gets treated right across the board — at any point, on any channel (even by that new chatbot your boss keeps mentioning). So how can you pull that off? . The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly.

Omni-Channel 206

Omni-Channel Contact Center Chatbots CRM 206

IntouchInsight

FEBRUARY 26, 2019

Learn how collecting qualitative customer feedback can help you gain more value from your voice of the customer program and make more targeted CX improvements.

Feedback 147

Feedback How To Customers 147

Kristina Evey

FEBRUARY 26, 2019

Shownotes – Where are the hassles your customers encounter when using the product or service you provide regardless of who they … Read More Episode 40 – The Benefits of Hassle Maps. The post Episode 40 – The Benefits of Hassle Maps appeared first on Kristina Evey.

Customers 120

Customers Customer Experience Management Management Customer Experience 120

GetFeedback

FEBRUARY 26, 2019

The right NPS survey will help you build long-lasting relationships with your customers.

NPS 150

NPS Survey Customer Experience How To 150

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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

Comm100

FEBRUARY 26, 2019

We’re excited to announce that Comm100 was presented with a Bronze Stevie® Award in the “Contact Center Solution – New Version” category in the 13th annual Stevie Awards for Sales & Customer Service on Feb. 22 in Las Vegas, Nevada. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.

Sales 101

Sales Customer Service Contact Center Chatbots 101

TechSee

FEBRUARY 26, 2019

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. The ability to create personalized, seamless journeys has emerged as not merely a key differentiator, but a must-have weapon in their arsenals. It’s the key to enhancing customer experience in telecoms, right across the board.

Customer Experience 95

Customer Experience Contact Center Telecommunications NPS 95

Totango

FEBRUARY 26, 2019

It’s a familiar story. You’ve won a great new customer and it seems like it’s time to celebrate. But then they don’t fully adopt your product or service, and they stop buying or unsubscribe. What went wrong? Some companies don’t realize that to develop long-term relationships with customers, there’s an important retention step that comes after the transaction: customer onboarding.

Strategy 78

Strategy Software Lifetime Customer Social Media 78

NetBase

FEBRUARY 26, 2019

When API changes hit – and you can bet they will with regularity – you hope and pray that your social analytics tool is on top of the updates, or better yet, ahead of them. But that often isn’t the case. And that’s when disaster strikes for brand marketers. Is there anything worse than the frustration you feel watching from the sidelines as your brand misses out on valuable opportunities – and all because someone else dropped the ball and made you look bad to your CEO?

Analytics 66

Analytics Tools Brands Data 66

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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

Centercode

FEBRUARY 26, 2019

Imagine building a birdhouse out of a 100 lb block of wood with only a set of instructions and a handsaw. Too easy? How about this one: imagine running a community of 1,000 active testers when your only beta testing tools are Excel and Outlook. That one might be a little more challenging (and more than a little frustrating). That’s because when it comes to successful Customer Validation, your processes and tools go hand in hand.

Tools 65

Tools Effort Score How To Feedback 65

Playvox

FEBRUARY 26, 2019

Your customer service team carries a lot of weight on its collective shoulders. After all, they’re responsible for representing an entire company and making a positive impression on a constant stream of consumers: if they do a bad job, the repercussions can be severe.

Customer Service 64

Customer Service Management Consumers Customers 64

Ecrion

FEBRUARY 26, 2019

Believe it or not, it’s not a trick question. Document automation is simply the act of automating documents. Simple, right? Well, there’s a little more to it, but that is the gist. The question you should be asking right now is ‘How can using document automation save my company money?’ Take a moment to think about all the documents your company creates each day.

Healthcare 57

Healthcare Insurance Software Communication 57

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

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Tips

Thematic

FEBRUARY 26, 2019

Sometimes customer experience leaders make things more complicated than they need to be. If you ask consumers what they want, they’ll tell you quite plainly: fast, simple experiences and good prices. Fancy technology and personalization for its own sake? Not so much. Customers want technology that makes their life easier. Plenty of studies send this message.

Technology 48

Technology Data How To Chatbots 48

Chadwick Martin Bailey

FEBRUARY 26, 2019

As brands expand into developing markets, the need to gather opinions of local consumers has increased in kind. To get accurate information and responses, it’s common practice to translate surveys into local languages when conducting international research. However, all too often the quality of the translation can make or break the success (and accuracy) of research results.

Apparel 49

Apparel Travel Analysis Brands 49

Clarabridge

FEBRUARY 26, 2019

For this week’s topic of spam, I want to remind you of this Monty Python sketch from 1970. It starts with customers trying to order a breakfast in a diner. The waitress details what’s on the menu: “Well, there’s egg and bacon, Egg, sausage and bacon, Egg and spam, Egg, bacon and spam, Egg, bacon, sausage and spam, Spam, bacon, sausage and spam, Spam, egg, spam, spam, bacon and spam, Spam, sausage, spam, spam, spam, bacon, spam, tomato and spam, Spam, spam, spam, egg and spam, Spam, spam, s

Advertising 45

Advertising Analysis Social Media Feedback 45

GlowTouch

FEBRUARY 26, 2019

What is Customer Experience in 2019? Linda Ruffenach, was recently tapped for her customer experience expertise. In the article entitled, “What is Customer Experience in 2019 According to 15 CX Experts,” author and customer experience professional Anna Pogrebniak reached out to a number of CX practitioners with the question of what businesses should focus on in the coming year in order to secure an excellent experience for their customers.

Self Service 40

Self Service Customer Experience Customer Experience Professionals Connections 40

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

Forcivity Salesforce

FEBRUARY 26, 2019

Leveraging Omni-channel Optimization of the customer experience carries with it a plethora of opportunities and challenges for an organization. One challenge is managing omni-channel communication with customers which savvy service organizations leverage to manage customer conversations to reduce friction for their customers and outpace their competition.

Omni-Channel 40

Omni-Channel Customer Experience Communication Customers 40

Innovative CX

FEBRUARY 26, 2019

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” I know I have been all too frequently. The noble and perhaps expected answer is “everyone does”. To which I respond, if everyone does, then no one does! Of course, there is truth in the “everyone does” response - all of us do have a role in delivering an exceptional experience to our customers.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Education Services Group

FEBRUARY 26, 2019

Think back to your first smartphone. Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already. When you first got a smartphone, you may have thought it was nice, but not necessary.

Customers 40

Customers Case Study Customer Success ROI 40

Help Scout

FEBRUARY 26, 2019

Over the past seven years, Help Scout has grown and evolved through different fonts, logos, illustration styles, and color palettes — everything that comes together to create the foundation for a company’s visual brand. A company’s overarching brand is so much more than a few design elements coming together, though — it’s the way people feel about your business; it’s the thing that sets you apart from your competitors.

Brands 40

Brands Exercises Comparison Guidelines 40

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Training

5CA

FEBRUARY 26, 2019

How often have you contacted customer service and received a generalistic, completely useless response? Even though you clearly described the problem, included the troubleshooting steps you already took and even indicated potential causes for the problem you are facing?

Customer Experience 40

Customer Experience Customers Customer Service 40

Kitewheel

FEBRUARY 26, 2019

If you have seen one of the latest Netflix phenomena, Tidying Up with Marie Kondo , then you are likely familiar with the phrase “spark joy”. In the show, Marie Kondo explains that if items around your home don’t make you feel special or if you don’t see them being part of your life in the future, you should dispose of them. This allows you to decrease clutter and live surrounded by things you care about.

Customer Journeys 40

Customer Journeys Automotive Connections Customers 40

Confirmit

FEBRUARY 26, 2019

No company aiming for significant growth in the US can ignore the Hispanic market in their research. For most companies, research means reliable sample – in this case, Spanish speaking sample. Culturati Research identified this need and dedicated resources to building a best-in-class Hispanic panel. To succeed, this Market Research business needed a technology partner who could deliver a more flexible, robust and sophisticated research platform.

Case Study 40

Case Study Consulting Study Survey 40