Playvox

MARCH 11, 2019

A good quality assurance program is built on evaluations.

Culture 46

Culture Management Customer Experience Customers 46

NetBase

MARCH 11, 2019

Some days, it feels like there really isn’t anything new you can sort out about your audience – and those are the days you are mistaken. If you allow the data to inspire your efforts, you’ll find the opposite to be true. When accurate data is your muse, your real problem should be deciding which path of many to explore. Let’s stroll down a couple of those paths to see what can happen when you let the data lead you!

Data 40

Data Social Media Travel Brands 40

NICE inContact

MARCH 11, 2019

With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves.

Self Service 160

Self Service Healthcare Chatbots Customer Retention 160

inSided

MARCH 11, 2019

What’s that? No more customer service agents? Hang on—what are we saying exactly? Obviously we love our customer service reps, so we’re definitely not suggesting you get rid of them. There’s a place for helpful humans in any modern organization—providing they’re ultimately adding VALUE to the customer. But, just for today, we’re going to use this edgy statement of #NoAgents to help us illustrate the technological trends that are growing across the world of B2B software: customer self-service.

B2B 45

B2B Self Service Software Customer Service 45

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

InMoment XI

MARCH 11, 2019

QR Codes on Receipt-Based Invitations Increase Response Rate For over five years, a MaritzCX client in the shipping industry used a receipt-based online survey to measure the customer’s retail experience. These surveys featured a URL at the bottom of the customer’s receipt, guiding them to an online survey. While the survey was short and optimized. View Article.

Survey 200

Survey Retail Measurement Industry 200

GetFeedback

MARCH 11, 2019

SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. They’re also great if you need to follow up on a phone call or an in-person interaction. Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x greater than email.

Survey 170

Survey Wireless Feedback Consumers 170

Storyminers

MARCH 11, 2019

Storytelling is the medium through which cultures grow and thrive. From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. Some of the most iconic brands in history are great ‘story brands’. From legacy brands like Disney and Apple to challenger brands like Warby Parker and Airbnb, a rich blend of history and marketing can create an experience that convinces people to try new things.

Marketing 113

Marketing Social Media Advertising Video 113

GetFeedback

MARCH 11, 2019

SMS surveys are perfect for reaching customers always on the go. Follow these SMS survey best practices to receive reliable, actionable customer feedback. .

Survey 150

Survey Feedback Customers 150

Wired and Dangerous

MARCH 11, 2019

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories. His stories were typically long and detailed. But, he never learned an important storytelling principle: enchanting participants to join him on a long, detailed fable only works if the story’s punch line is insightful or compelling enoug

Customer Experience 104

Customer Experience Customer Expectations Customers Innovation 104

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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

ShepHyken

MARCH 11, 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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. (MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Customer Onboarding is one of the most important aspects of the customer journey. Customer onboarding should be one of the first focus areas when the customer success practice is set up in your company.

Metrics 88

Metrics Measurement Company Effort Score 88

Up Your Service

MARCH 11, 2019

The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. SM Store asked UP Your Service to help build a culture of service excellence in 57 stores across the Philippines.

Entertainment 85

Entertainment Social Media Employee Engagement Innovation 85

Integrity Solutions

MARCH 11, 2019

What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success. As Lou Cimini, Vice President of Human Resources at Samsonite, explains it , the power behind coaching is that it allows the leader and the salesperson to “arrive at a common path—an agreed upon output—and in some cases, the tactics to get there, and then the employee has what they need to go

Culture 81

Culture Leadership Communication Sales 81

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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

ForeSee

MARCH 11, 2019

Money management is on our minds—it’s also on our phones, tablets, and laptops. Data from the latest Digital Experience Index from Verint ForeSee shows that banking customers* love the convenience.

Banking 78

Banking Data Customers Management 78

Enalyzer

MARCH 11, 2019

Sending survey invites via email by uploading CSV files is one of the easiest ways of sending bulk invitations. However, some people can catch themselves importing CSV files over and over and over again for the same survey. Are you one of those people? Well then, you might consider integrating Enalyzer with your SFTP (Safe File Transfer Protocol) server to automate the process and save time.

Customer Relationship Management 76

Customer Relationship Management CRM Survey Connections 76

Middlesex Consulting

MARCH 11, 2019

Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How” by Peter Fader and Sarah E. Toms. The authors show how combining customer switching costs with CX metrics and then looking at the results on a customer-by-customer basis through the lens of customer lifetime value (CLV) will result in meaningful insights […].

Metrics 60

Metrics Customer Centricity Consulting Customers 60

Bold360

MARCH 11, 2019

Subscribe via iTunes , Spotify and more. You may not think of your Human Resources department as a center of innovation but HR is using tools like AI to focus on how to develop people, acquire new talent, and other ways to better engage with employees. To find some of the latest cutting edge insights in HR, we recently spoke with Jo Deal , the chief human resource officer at LogMeIn , a computer software company in Boston.

Policies 68

Policies Analytics Knowledge Base Chatbots 68

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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,

Tips

Stella Connect

MARCH 11, 2019

This is an exciting day for StellaService as we announce the closing of an $11MM funding round for Stella Connect, and the sale of Stella Pulse to PowerReviews. All major […]. The post New $11MM Funding Round for Stella Connect appeared first on Stella Connect.

Connections 60

Connections Sales Engagement 60

Genroe

MARCH 11, 2019

To the average consumer a landing page and a homepage may seem like the same thing, but the only thing they have in common is that your prospects may visit them. during their B2B marketing journey with you. Besides that, the structure, use and location of a landing pages is massively different from a homepage.To […]. The post Landing Page vs Homepage: Must-know Pro Tips for B2B Success appeared first on Genroe.

B2B 60

B2B Tips Consumers Marketing 60

UserReplay

MARCH 11, 2019

The number of mobile phone users is ever-growing, with an estimated 62.9% of the world. The post App hoc world appeared first on UserReplay.

Customer Experience 68

Customer Experience Customers 68

One Millimeter Mindset

MARCH 11, 2019

How often do you rely on the job titles listed on resumes to propel your professional development trajectory? These job titles do not necessarily speak for themselves. First, job titles indicate (or at least should) a steady progression on increased responsibility and functional performance. However, this progression is not necessarily a clear indicator of what you really bring to client and stakeholder tables.

Customer Retention 58

Customer Retention Leadership Strategy Employee Experience 58

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

Talkdesk

MARCH 11, 2019

Do you know how contact center downtime affects employee performance in your organization? In today’s blog, we’re going to explore what happens to things like frontline engagement, productivity and trust when the contact center experiences an outage. It’s all part of ongoing series where we’re revealing the costly impact of downtime. You can learn more about the financial costs by reading last week’s blog.

Contact Center 53

Contact Center Financial Engagement Customer Service 53

Kapta Customer Success

MARCH 11, 2019

It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. Improving your key account management game and taking it to the next level means that you are up to date with the latest trends in Customer Success or Account Management, and you’re trying new strategies and approaches for your key accounts to see what works and what doesn’t.

Resources 53

Resources Training Management Consulting 53

Up Your Service

MARCH 11, 2019

The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. SM Store asked UP Your Service to help build a culture of service excellence in 57 stores across the Philippines.

Entertainment 45

Entertainment Social Media Employee Engagement Innovation 45

Maru Group

MARCH 11, 2019

The use of technology and AI is growing – not least amongst financial services brands. Brands and businesses are turning to AI and Chatbot technology to help minimise the impact on services and elevate the customer experience. In fact, it’s a key investment priority for financial services brands over the next twelve months. It’s why Maru/edr have investigated the current perceptions of Chatbot experiences in financial services, uncovering what brands must do to protect and impr

Infographics 45

Infographics Chatbots Financial Brands 45

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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.

Training

Think Customers

MARCH 11, 2019

Whether screaming from the rafters or cheering at their TV, fans are the lifeblood of any sport. That's why it's essential for brands to utilize audience's social media to create the ultimate digital engagement platform for sports teams. Nathan Peterson of Tagboard recently chatted with TTEC's Jeff Marcoux about how sports crowdsourcing can be transformed into the a powerful CX resource.

Sports 45

Sports Social Media Resources Brands 45

MyCustomer

MARCH 11, 2019

11th Mar 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.

Customer Experience 42

Customer Experience Customers 42

Forrester's Customer Insights

MARCH 11, 2019

My colleagues J.P. Gownder, Craig Le Clair, and I just published the results of a year-long study to answer the question “What happens when digital business systems and physical-world processes come together?” The answer: Atoms get their revenge. By that we mean that so much of our attention has been focused on digital business over […].

Study 52

Study System Innovation 52