Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyal

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

ShepHyken

SEPTEMBER 14, 2018

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. From automation to artificial intelligence, now is an exciting time to explore all the possibilities. One of the most promising methods for improving your conversion rates is through live chat software.

Analytics 274

Analytics e-support Software Sales 274

TeamSupport

SEPTEMBER 14, 2018

While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Maybe it’s just a few more positive reviews to hit a milestone or one more contract renewal to break even! Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…. 1) Schedule recurring follow up appointments with customers – Many businesses alread

Self Service 76

Self Service Customer Retention B2B Interaction 76

GetFeedback

SEPTEMBER 14, 2018

Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. This means that companies need to pay attention more than ever to the customer experience.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

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

QuestionPro Audience

SEPTEMBER 14, 2018

September is upon us. With it comes sweater weather, pumpkin spice lattes, and hearty crock pot meals. Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. PACKAGING. Consumers are turning away from the traditional bottle packaging for wine. Fall brings football season and tailgating, and smart wine brands realize consumers want alternative options to the traditional beer.

Trends 170

Trends Consumers Report Innovation 170

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit. Scott opened the annual event by inspiring the people in the room to use their expertise in customer intelligence to provide more value to their organizations.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

Beyond Philosophy

SEPTEMBER 14, 2018

Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.

Customer Experience 143

Customer Experience Customers 143

Experience Matters

SEPTEMBER 14, 2018

Are you proud of the work that your organization is doing to deliver great customer experience or to improve its customer experience? If so, consider submitting a nomination for Temkin Group’s 6th annual Customer Experience Excellence Awards. The award is open to all organizations around the world, whether their customers are consumers, fans, visitors, students, citizens, companies, patients, or any other group.

Leadership 66

Leadership Groups Consumers Customer Experience 66

ReviewTrackers

SEPTEMBER 14, 2018

A positive online presence for healthcare professionals is a must, which makes it critical to manage Vitals reviews. Vitals.com features over 1 million doctors in its database along with 165,000 facilities. Consumers use Vitals to find information on a potential healthcare provider, and they rely on feedback from other users. In fact, 60 percent of consumers will choose a provider due to a strong online presence.

Management 69

Management How To Healthcare Hospitality 69

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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

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. It’s true. While there are things that employees do have to do, providing exceptional customer service isn’t one of them.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

ChurnZero

SEPTEMBER 14, 2018

Last week wrapped up the 7th annual INBOUND conference hosted by HubSpot. INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

Up Your Service

SEPTEMBER 14, 2018

Dreamforce is an annual user conference hosted by Salesforce in San Francisco, bringing together thought leaders, industry pioneers and thousands of marketing professionals. Members of the Salesforce customer base attend the conference to hear keynote addresses, learn about new products, attend training sessions, network with peers and earn certifications.

Chatbots 45

Chatbots Conference Innovation Tips 45

Oracle

SEPTEMBER 14, 2018

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , and Ian Golding to spotlight modern customer experience excellence.

Self Service 45

Self Service User Experience Video Customer Experience 45

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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

UJET

SEPTEMBER 14, 2018

You're only as good as the tools in your toolbox.

Contact Center Software 56

Contact Center Software Contact Center Software How To 56

Forrester's Customer Insights

SEPTEMBER 14, 2018

Algorithm. It’s a buzzword you hear frequently these days. But does the average consumer understand the impact algorithms have on her life? Absolutely not. Consumers enjoy the illusion of unlimited choice in products, services, and content, but there’s almost always an algorithm behind the curtain, constantly refining and defining what’s presented to her.

Consumers 37

Consumers Advertising B2C Marketing 37

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new … Continue reading → The post 12 Principles for Building Profitable Customer Relationships appeared first on Brad Cleveland.

Customer relationships 26

Customer relationships Study Customer Expectations Customers 26

Forrester's Customer Insights

SEPTEMBER 14, 2018

Machine learning is an elemental core competency. It is a fundamental building block to AI. It gives enterprises the power to predict. Most importantly, it can make enterprises gain the agility of disruptive upstarts by injecting scalable intelligence into customer experiences, business process applications, and employee decisions. That’s where predictive analytics and machine learning (PAML) solutions […].

Data 36

Data Analytics Customer Experience Customers 36

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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

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer relationships 20

Customer relationships Study Customer Expectations Customers 20

Forrester's Customer Insights

SEPTEMBER 14, 2018

Financial services firms are on the hunt. They’re hunting unicorns. As firms like Revolut and TransferWise attain valuations of $1 billion or more, the pressure to find the Stripes of this world before their value skyrockets has never been stronger. But it’s not just the unicorns that firms are hunting. They’re also chasing the wolpertinger. […].

Financial 36

Financial Insurance Banking Innovation 36

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer relationships 20

Customer relationships Study Customer Expectations Customers 20

Forrester's Customer Insights

SEPTEMBER 14, 2018

Jane Austen once said that her idea of good company is clever, well-informed people who have a great deal of conversation. With this delightful idea in mind, I request the pleasure of your company at the second edition of Forrester’s Digital Financial Services and Insurance Forum in Mumbai on October 10. As the host, I […].

Insurance 22

Insurance Financial Company Customers 22

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

NetBase

SEPTEMBER 14, 2018

For agencies hoping to win the new business of high profile clients, the stakes couldn’t be higher than when it comes time to pitch their offerings. For brands, the stakes are always high. They want assurances their agency spend will ultimately equate to higher revenue, among other business goals. How do agencies prove their value and win the day? Our new eBook The Art of Possible: Using Social Media Analytics to Develop Data-Driven Agency Pitches has all the answers.

Social Media 46

Social Media Analytics Analysis Infographics 46