ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various 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. Companies Offering Convenience Are Taking Over The World by Shep Hyken. (LiveChat) I think that there is a revolution taking place in the world of business.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Kustomer

SEPTEMBER 3, 2018

By Mark Kersteen from Kustomer and Maggie Lin from Solvvy. 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.

Self Service 66

Self Service Strategy Chatbots System 66

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Lynn Hunsaker. Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Traditionally, these metrics have been cost-center oriented , intended to drive efficiency and productivity. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Thematic

SEPTEMBER 3, 2018

As a business leader, you want a high performing team that is there no matter what. Needs no drilling, committed to the job, and constantly learning and improving. Many leaders, regardless of industry, would agree that having the right attitude is more important than technical skills, in a lot of cases. As you know, technical skills can be taught, but attitude – not so much.

Leadership 54

Leadership Strategy Culture Employee Engagement 54

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

kommunicate

SEPTEMBER 3, 2018

For previous versions of Release Notes, head here. Your preferred customer support platform just keeps getting better. In this version of release notes, we bring you lots of awesome feature releases, performance and speed improvements, and fixes. Editable Quick Replies We have made Quick Replies editable. While using any Quick Reply in the conversation […].

Customers 53

Customers 53

One Millimeter Mindset

SEPTEMBER 3, 2018

How we leverage our professional experience catalyzes not only the success of our customers. Also, how we catalyze our own professional success, as well. For starters, professional experience is more than the laundry list of jobs appearing on our professional resumes and LinkedIn profiles. Also, professional experience focuses on how we have our customers’ backs.

Customer Retention 50

Customer Retention Innovation Sales Customer Experience 50

Call Center Pros

SEPTEMBER 3, 2018

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. Resolution at first contact is more than ever an essential performance indicator to which call centers must pay the utmost attention.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

Feedbackly

SEPTEMBER 3, 2018

Businesses use customer segmentation to group customers and potential customers into categories (segments) based on similar characteristics. Those characteristics can be based on demographics, The post Understanding and Implementing Behavioral Segmentation in the Customer Journey appeared first on Feedbackly.

Customer Journeys 40

Customer Journeys Groups Feedback Customers 40

Merkle

SEPTEMBER 3, 2018

Frenemy: A person with whom one is friendly despite a fundamental dislike or rivalry. Agile development has been rapidly growing in popularity in the data science world since its formal inception in 2001. For those that are new to it, Agile is a collaborative development approach in which cross-functional teams design and build end-to-working solutions in short time boxes, review them with business owners then keep refining them.

Data 40

Data Government NPS Resources 40

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.

Customers

Perceptive

SEPTEMBER 3, 2018

Make market research easier for you and your team. Ask yourself these five simple questions to determine whether a particular segment is the right target for your offerings.

Marketing 40

Marketing Customers 40

Forrester's Customer Insights

SEPTEMBER 3, 2018

In 2011, I published a report on “How To Market Security To Gain Influence And Secure Budget”. I am now going through the process of refreshing this report, and it got me thinking: 1. What has changed in this space of security communications and influence since 2011? And 2. Do I still need to write about the importance […].

Communication 22

Communication Report Marketing How To 22

Answer Dash

SEPTEMBER 3, 2018

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. In this new context, customer expectations are higher than ever. Particularly when it comes to their experience on eCommerce sites, users have no patience for any kind of friction or poor user experience (UX) - and they’ll bounce and go to your competitor’s site without batting an eyelash if your pages fall below their expectations.

Self Service 79

Self Service Ecommerce Knowledge Base Customer Service Representative 79

Bizagi

SEPTEMBER 3, 2018

Did you know that 61% of financial services firms feel that they neglect the implications of systems change when trying to build engaging customer experiences? This statistic (taken from Bizagi’s research ) is concerning, especially when considering the competitive pressures in customer experience that financial services firms face. Today’s consumers compare their banking experiences not only to those delivered by rival banks, but also to other services offered by the world’s most disrupti

Financial 53

Financial Customer Experience Banking Multi-Channel 53

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.

Communication

Feedbackly

SEPTEMBER 3, 2018

Businesses use customer segmentation to group customers and potential customers into categories (segments) based on similar characteristics. Those characteristics can be based on demographics, buying patterns, buying patterns, and even psychological tendencies. Here, we’re going to focus on behavioral segmentation in the customer journey : what it means and how to implement it into your own marketing efforts.

Customer Journeys 56

Customer Journeys Social Media Loyalty Groups 56

Chattermill

SEPTEMBER 3, 2018

The Ultimate Guide to Net Promoter Score by Chattermill. by Sam Frampton. on 4 Sep 2018. NPS. NPS Guide. What You Need to Know about the Net Promoter System. Chattermill Guide: Net Promoter Score: Guide, Tips and Case Study. Introduction. All companies seek growth. And, growth that’s profitable, sustainable and organic occurs most often when a customer loves doing business with a company.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Survey 40

ReviewTrackers

SEPTEMBER 3, 2018

Social Media Marketing for Healthcare. Social media marketing can help healthcare organizations and marketers engage with patients, promote new relationships, and improve the reputation and credibility of doctors. According to research: Approximately 57 percent of patients decide where to get treatment based on a provider’s social media presence. Also, 60 percent of doctors feel that social media marketing helps improve the quality of care they give their patients.

Social Media 77

Social Media Healthcare Marketing Guidelines 77

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer Centricity 168

Customer Centricity How To Customer Satisfaction Social Media 168

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,

Tips