Mon.Aug 12, 2019

Advertising Audiences: How Businesses Can Use Location-Based Audiences to Improve ROI

Gravy Analytics Lead Intelligence Blog

It seems like a simple enough concept. Your business has a product to sell and a particular audience that is most likely to buy it. You create an ad and deliver it to your target audience. But nothing happens. You get impressions, but few to no clicks, foot traffic, or attributable sales.

How to Fine Tune Your Customer Journey Mapping


When an organization has a client base that is composed of multiple generations it’s easy to make assumptions about the desires and wants of each generation based on generalities. Doing this, however, would be unwise. For example, not every member of an older generation prefers to speak to a live person and not every member at the younger end of the target audience spectrum wants to conduct all of their business over a smartphone

How Does Coaching Boost Productivity in the Workplace


Want to improve your team’s productivity and unlock every employee’s full potential? One of the simplest and best ways to drive your team to greatness is coaching.

The Importance of Customer Satisfaction


The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!

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The Best Ways To Improve Innovation With Better Ideation & Insights


One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful.

DMPs, CRMs & CDPs. What Are They & Why Should You Care?

Vision Critical

There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization.

How to Create and Use A Google Review Link


One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers.

5 Top Customer Service Articles for the Week of August 12, 2019


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. Everyone Hates Customer Service. This Is Why. by Sharon Terlep.

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.

How Integrated Solutions Yield Superior Medical Device Field Servicing


Physicians, hospitals, and patients call on medical device service organizations to keep equipment functioning properly and safely.

Ignoring How Employee Ratings impact Your Company Story?

One Millimeter Mindset

Employee ratings are visible to everyone, courtesy of online hiring sites. For starters, these ratings serve as testimonials, for better or for worse, about employee experience at your company. Second, ponder the stories former employees have to tell about the inner workings of your organization.

7 Indicators Your Brand’s Marketing Requires Rethinking


Brand marketing isn’t easy. Rather, exceptional brand marketing isn’t. The basic stuff is everywhere. How do you know if your brand’s marketing requires rethinking? We have seven social listening indicators that will make this crystal clear. Here we go! #1.

4 Reasons Why You Can’t Afford a Bad Customer Experience


The post 4 Reasons Why You Can’t Afford a Bad Customer Experience appeared first on Survicate. Best Practices

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Make customer service a pillar of your company culture and success will follow


It's no secret that top-notch customer service needs to be a mainstay in any organisation. Check out this guest post from G2 on the importance of integrating customer service as a pillar of your company culture.

Top 3 Customer Experience Metrics You Absolutely Need To Be Tracking


The post Top 3 Customer Experience Metrics You Absolutely Need To Be Tracking appeared first on Survicate. User feedback

Customer Service Starts With Healthy Employees

CSM Magazine

Customer service is one of those areas where it’s either great or terrible with little or nothing between the two extremes. The representatives are either knowledgeable about their products and services or they don’t have the first clue what they’re doing.

Is it time to break Dunbar's Number and make customers your friends?


Engagement. Can you treat customers like they're your friends

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Quantifying Benefits of CCM, CX


Forrester Research and other firms have found that delivering a customer experience (CX) with ease, effectiveness, and emotion drives higher revenues and profitability versus industry peers. That explains why CX has gotten a lot of attention (or at least lip service) from C-suite executives and board members. Strategy Customer Experience Customer Communications Digital Experience

Burning Questions: Are We Over-Engineering CX in 2019?

Smarter CX

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss if things are getting too creepy for the customer.

Topdown Announces Partnership to Bring Cloud-Native Customer Communications Management Solutions to the Global Market


ROCKVILLE, Maryland, USA — Top Down Systems Corporation (“Topdown”), a leading developer of customer communication management (CCM) software applications, and Infosys, Ltd. Infosys”), a global leader in next-generation digital services and consulting, announced today that they are teaming up to provide 100% cloud-based CCM solutions which will help companies across the globe accelerate their digital transformation efforts.

The complaining habits of those in the consumer world – James Dodkins

Helen Dewdney

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world regarding their complaining habits, today sees the turn of James Dodkins. James Dodkins’ complaining habits. 1) Generally, do you complain to a company regarding a faulty item?

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.

How Leaders Can Impact Team Culture for True Digital Adoption

Brandwatch CX

8 Ways to Use AI in the Contact Center


Are organizations attempting to use artificial intelligence (AI) in the contact center? Yes, without a doubt.

Peanut Allergies Suck. Here’s How Brands Can Turn the Conversation Around

Brandwatch CX

Do You Have All the Pieces for Great Service?

Wired and Dangerous

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer that drives loyalty.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!