Thu.Nov 07, 2019

Ideas are Your Fuel for an Improved CX

Heart of the Customer

Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it.

How to Identify At-Risk Customers and What to Do About it

Totango

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing.

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6 ways to improve your Customer Experience Dashboards

iPerceptions

A great Customer Experience dashboard is so much more than just pretty charts. Voice of the Customer

How to Earn Customer Loyalty and Maximize Employee Retention With A Unique People-First Culture Strategy

Michel Falcon Experience

Loyalty is hard to understand and even harder to achieve. For me, I can only think of two brands I’m truly loyal to, Nike and SWAT Health (my gym). And, when I say loyal, I actually am. I don’t wear Adidas anymore. In fact, I gave away my Ultra Boosts because I only align myself with Nike.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

5 Ways to Win in the Visual Economy

GetFeedback

It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. And we’ve extended these expectations to eCommerce. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

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5 Ways to Win in the Visual Economy

GetFeedback

Follow these 5 visual economy rules to deliver the best visual customer experience on your site. Articles

Twin Cities Business Journal 2019 Chief Financial Officer (CFO) of the Year—Calabrio’s Jenny Kray

Calabrio

It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long!

3 Customer Churn Prediction Strategies for Your CSM Team

ClientSuccess

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate.

Add text analytics to your marketing strategy

Customercount

Working within the CustomerCount reporting system, Keatext allows our clients to ask those free open-text, unstructured questions and then isolates and identifies patterns and themes. Continue reading → The post Add text analytics to your marketing strategy appeared first on CustomerCount.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

How to Write to Customers

CSM Magazine

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company.

Erika Hall Knows How to Fix Your Design Process (But You’re Probably Not Going to Like It)

dscout People Nerds

The Mule Design co-founder and Just Enough Research author on why doing good research scares us, experience design is a misnomer, and real creativity requires logging off

Talkdesk Hits 500 Customer Reviews on Salesforce AppExchange

Talkdesk

Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

Great Things Happen When You Listen to Your Customers

Optimove

To be honest, last week’s CAB was more of a limousine. Judging by the upscale atmosphere, great food, sophisticated company, and number of participants, there was no way it could all have happened in a “cab”! Yet, it did, when Optimove’s fourth annual Customer Advisory Board (CAB) meetup took place in Tel Aviv earlier this month.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

3 Customer Churn Prediction Strategies for Your CSM Team

ClientSuccess

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate.

Using Social Media Insights to Boost Your Marketing Strategy

NetBase

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. But how does this look? At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that!

4 Ways to Define Your 5G Customer Experience (Before a Competitor Does It for You)

Think Customers

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the customer experience? Given that the average U.S.

Using Social Media Insights to Boost Your Marketing Strategy

NetBase

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. But how does this look? At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that!

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

MaritzCX Customer Experience Platform to Accelerate Subaru’s CX Program Delivery and ROI

MaritzCX

New Client Highlight: Subaru Canada Does a Thorough Evaluation of Their Experience Management Platform After a competitive internal review and third-party evaluation at Subaru, the MaritzCX Platform defeated four challenger solutions to become Subaru Canada’s experience management solution.

ROI 72

Omnichannel versus Opti-channel: The evolution of customer contact channels

Interactions

This day in age, with consumers more connected than ever, there is a big opportunity to leverage communication between brands and customers to drive business. Specifically, brands should place a big focus on channels, which can include voice, text, chat, smart speakers, and more.

5 Marketing Tips On the Fly From the Marketing Pros

Smarter CX

In partnership with Convince and Convert , Oracle Marketing Cloud is introducing “On the Fly”—a new video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts, delivered while they are on the road, at the airport, or otherwise on-the-go. Here are 5 marketing tips from the marketing pros as derived from the series. To view the full video series, check out the YouTube playlist. Tip #1: Zig when everyone else zags.

How to Create a Bank Statement Template: Your Step-By-Step Guide

Ecrion

Increasing workplace efficiency is no easy feat in the first place. It’s essential that you’re strategic at every level of operations to prioritize productivity. When it comes to your banking statements, there’s no exception.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

XM Versus BI: No Real Comparison

Experience Matters

Experience Management (XM) is a discipline for driving insightful actions across an organization, while BI is a reporting tool. The post XM Versus BI: No Real Comparison appeared first on Experience Matters. Customer experience XM - Experience Management

Smart Home for the Holidays: IoT and the Customer Journey

Kitewheel

Customers continue to generate more data than ever. This makes it difficult to separate signal, like customer preferences or needs, from the noise of irrelevant activities. As new technologies enter mainstream use, this data challenge will only increase.

4 Marketing Tweaks That Will Help You Get More Reviews

Grade.us

In marketing, small, subtle tweaks can have a big impact. For example, a tiny change to a headline can increase conversion rates by leaps and bounds. The same is true for gathering reviews. The review space is competitive. There are companies with over 5,000 reviews and counting.

Forrester Publishes NPS Benchmarks For 260 Brands In 16 Industries

Forrester's Customer Insights

Forrester has been measuring Net Promoter Score (NPS)* for four years as a part of our annual CX Index survey. Because customer experience (CX) pros have been asking how their firm’s NPS compares to other firms’ scores and what “good” is, we decided to publish our NPS data for the first time.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.