Gravy Analytics
AUGUST 12, 2019
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. It’s a common problem within the digital advertising sphere. Why aren’t your ads effective?
Quadient
AUGUST 12, 2019
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.
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Playvox
AUGUST 12, 2019
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. This is an ongoing process dedicated to focusing on each worker’s individual needs, strengths and weaknesses, helping them improve in key areas through dedicated support.
Lumoa
AUGUST 12, 2019
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.
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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.
Steve DiGioia
AUGUST 12, 2019
and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? Isn’t that what you’re known for? Isn’t the word “donut” in your company name, on your napkins, and on all your signs?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
AUGUST 12, 2019
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! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the simplest terms, WFM programs seek to ensure you have the “right” skilled agents in the “right” place at the “right” time, whether that’s achiev
ReviewTrackers
AUGUST 12, 2019
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. Rave reviews from the happiest customers can also boost a listing’s overall search ranking. In fact, the buying decisions of 90 percent of consumers are influenced by reviews , and a majority use Google reviews before they even visit a business ( 63
NICE inContact
AUGUST 12, 2019
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! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the simplest terms, WFM programs seek to ensure you have the “right” skilled agents in the “right” place at the “right” time, whether that’s achiev
ShepHyken
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. (Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt.
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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.
ReviewTrackers
AUGUST 12, 2019
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. Rave reviews from the happiest customers can also boost a listing’s overall search ranking. In fact, the buying decisions of 90 percent of consumers are influenced by reviews , and a majority use Google reviews before they even visit a business ( 63
Alliance by IFS
AUGUST 12, 2019
Physicians, hospitals, and patients call on medical device service organizations to keep equipment functioning properly and safely. But an increasingly crowded marketplace means medical device field service companies face mounting pressure to cut operational costs while delivering the higher value service consumers expect, including: Maximized equipment uptime.
Gravy Analytics
AUGUST 12, 2019
Volkswagen, best-known in the U.S. for its iconic VW Beetle and VW Bus, nearly ruined its brand with a diesel emissions scandal 4 years ago. Their latest ad campaign, “Drive Bigger”, does something that we don’t often see automakers do: own up to past errors. The campaign – which kicks off with a spot entitled “Hello Light” – refocuses the Volkswagen brand on people, innovation, and the betterment of society.
Helen Dewdney
AUGUST 12, 2019
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? I generally don’t complain to companies about service, I just won’t use them again, but with faulty physical goods I will work to get the item replaced or refunded. 2) How much does the likely redress have to
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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,
Topdown
AUGUST 12, 2019
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.
Avaya
AUGUST 12, 2019
Are organizations attempting to use artificial intelligence (AI) in the contact center? Yes, without a doubt. New research from Vanson Bourne shows that almost all (94%) of organizations recognize the ability of AI to improve contact center performance, with 87% reporting that “adopting or improving AI in the contact center” continues to be a top priority for 2019.
Topdown
AUGUST 12, 2019
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.
NetBase
AUGUST 12, 2019
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. Your Brand’s Last Marketing Refresh Happened Long Ago. Long ago, in a galaxy far, far away your marketing team had a huge meeting and hashed out tons of stuff.
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.
MyCustomer
AUGUST 12, 2019
Engagement. Can you treat customers like they're your friends?
inSided
AUGUST 12, 2019
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. Your current customers are your biggest growth potential, so you need to treat them as such. Your company’s main goal should be to ensure your customers get the best experience out of your product or service.
CSM Magazine
AUGUST 12, 2019
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. Most of them tend to fall into one of two categories; enthusiastic and upbeat or dull and boring.
Forrester's Customer Insights
AUGUST 12, 2019
Salesforce Crosses The Physical-Digital Divide With ClickSoftware Acquisition Salesforce signed a definitive agreement to acquire Israeli field service software firm ClickSoftware for approximately $1.35 billion. The two companies already went to market as partners to provide integrated field service solutions, but ClickSoftware’s large presence in the utilities, telecom, cable, and industrial verticals will expand Salesforce’s customer […].
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Survicate
AUGUST 12, 2019
The post Top 3 Customer Experience Metrics You Absolutely Need To Be Tracking appeared first on Survicate.
Qualtrics
AUGUST 12, 2019
At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. After that, employees can decide when, where, and how to have this experience. Then share with us what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.
Survicate
AUGUST 12, 2019
The post 4 Reasons Why You Can’t Afford a Bad Customer Experience appeared first on Survicate.
Qualtrics
AUGUST 12, 2019
At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. After that, employees can decide when, where, and how to have this experience. Then share with us what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Forrester's Customer Insights
AUGUST 12, 2019
Growth hacking. Chief growth officer. Conversion rate optimization. Engagement. All terms and titles that highlight the interests of the company over the interests of its customers. Is it any wonder, amid the obsession with growth and the deepening understanding of human psychology, that some businesses find ways to steer customers toward choices they didn’t really […].
Grade.us
AUGUST 12, 2019
It's one of the first things your real estate clients will do. Check for real estate reviews. They may have received a referral from a close family member or mutual acquaintance. Maybe they've seen your ads online. Imagine someone is searching for a real estate agent online and types " real estate agents + [your city] " into Google, when Zillow comes up and they start looking at agents, you bet they're looking at the reviews.
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