Mon.Dec 02, 2019

How to reap the rewards of Experience Management

MyCustomer

This blog is co-authored by Annette Franz, CCXP, and Joakim Thorn, XM Scientist Google the term “experience management,” and you’ll find as.H 2nd Dec 2019. By Joakim Thörn XM scientist & co-foudner

How to Prove the ROI of Customer Satisfaction (CSAT)

GetFeedback

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers.

ROI 195

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4 Ways Smart Retailers Exceed Expectations with Personalization

Smarter CX

This is a preview of the ebook “ 3 Customer Experience Essentials for Today’s Shoppers “ If you’re looking to exceed expectations with customers this holiday season (and well into the 2020s), it’s not difficult. The thing is, old approaches simply won’t cut it in the “ Experience Economy ” we’re now living in.

Contact Center 101: What is Workforce Optimization?

NICE inContact

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.”

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

Can Your Customers Always Feel the Trust in Their Journey With You?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

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3 Business Development Storytelling Review Blog Posts

One Millimeter Mindset

Today’s business development review blog post leverages the value of leveraging a storytelling strategy to grow, expand and sustain your business. Your focus? Client retention, instead of only client acquisition.

Emotion Matters According to Latest UK Forrester CX Index

Martin Hill-Wilson

The most recent UK Customer Experience Index* from Forrester breaks a three-year trend that was showing things had stagnated. The 2019 headline is a little brighter in claiming that overall customer experience has started to improve again in the UK.

Fast Signup vs. Considered Signup – A SaaS Growth Experiment

InnerTrends

Should you encourage people to sign up right away, or is a considered signup better? How do you know which is more suitable for your business? First though, let’s look at what we mean when we discuss these two methods of bringing new people into your business. The Fast Signup.

A Call Center Cell Phone Policy That Actually Works

Talkdesk

I used to be a bit of a Harry Potter fangirl. When the third book in the series launched, you better believe I was at the midnight release party waiting in line for my pre-ordered copy. I stayed up long hours that summer, voraciously flipping through the pages.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Wootric Named “Notable Vendor” in Gartner’s Market Guide for Voice-of-the-Customer Applications

Wootric CX Blog

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report.

Agency Watch: Consistency is a Brand Killer

NetBase

We’ve all heard that consistency is essential to brand marketing, and it is – till it isn’t. And that point is when it crosses the line and becomes a brand killer.

10 Resources to Improve Your Customer Retention Strategy

Gainsight

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success.

Agency Watch: Consistency is a Brand Killer

NetBase

We’ve all heard that consistency is essential to brand marketing, and it is – till it isn’t. And that point is when it crosses the line and becomes a brand killer.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

Show Me That You Know Me

Think Customers

It’s no secret that consumers want and expect personalized experiences from brands. In an increasingly data- and technology-driven marketplace, companies can’t simply predict the needs and preferences of their customers; they need to go a step further and anticipate them.

How to Have Successful Meetings with Stakeholders about NPS Results and Voice of Customer Insights

Wootric CX Blog

As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge.

NPS 52

Want to boost retention? Look to community.

inSided

Two core metrics for SaaS growth and profitability are Annual Recurring Revenue (ARR) and Customer Lifetime Value (LTV). Customer Success, therefore, is all about retaining customers (i.e. reducing churn) and maximizing the average revenue that each customer generates.

Three ways to create a culture of employee-centred CX

MyCustomer

Engagement 3 ways to create a culture of employee-centred CX

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Digital Transformation Challenges Don’t Have to Mean a Dead End

Kitewheel

How customer journey investments can untangle the digital transformation enigma. The customer journey is increasingly digital.

Customer Engagement needs automation. Here’s Why

Ecrion

It sounds counter intuitive: why would you consider automation when customer engagement is all about connecting with customers in meaningful ways? Isn’t automation impersonal? Wouldn’t a personalized, one-on-one approach be key to successful customer engagement?

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy Louis Vuitton) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH this will strengthen its presence in the US market and position in the jewelry category. For Tiffany & Co.,

MyCustomer's 10 most popular blog posts of 2019

MyCustomer

Loyalty MyCustomer's 10 most popular blog posts of 2019

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Improving patient experience by engaging your employees

Qualtrics

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been focused on improving patient experience.

The Secrets of Default Decision Making

Grade.us

Nancy Harhut knows how to get into your head. She only uses her powers for awesome, of course. She delivers actionable insights to brands who need to stand out in a saturated marketplace, and she gets results.

Retailers Now Choose Commerce Tech Based on How Providers Engage, Not What They Are

Forrester's Customer Insights

Legacy suites and platforms have reinvented themselves and a new component-based model has entered the ring. Gone are the days of take-it-or-leave-it, prefab, legacy commerce suites and isolated, minimally integrated platforms. As we’ve seen business models adapt to rapidly shifting customer needs and expectations, retailers’ demands of their commerce technology models have evolved at the […]. application development & delivery retail

Improving patient experience by engaging your employees

Qualtrics

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been focused on improving patient experience. They have set up elaborate systems to listen to their patients and families, redesigned their incentive programs to align with this commitment and organized teams to improve the experience they are providing.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

5 Top Customer Service Articles for the Week of December 2, 2019

ShepHyken

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.