Mon.Jun 10, 2019

Customer Service vs Customer Experience – What’s the Difference?


The post Customer Service vs Customer Experience – What’s the Difference? appeared first on Survicate. Best Practices

Improve Customer Experience Using Automation


Nowadays, there is no shying away from the fact that customer service is the new marketing. It is not enough to just pour in offers and money to acquire customers. You need to make sure they love the overall experience and stay with you for a long time. This is the primary reason why most [.].

Why Coaching is Vital for Your Customer Service Team and Entire Business


HR Management for CX CX Culture

Does Your Customer Experience Build Loyalty?

Wired and Dangerous

Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

7 Samples of Feedback Forms for Customers That Actually Work


We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle.

More Trending

What Wells Fargo (and the Rest of Us) Can Learn from Samsung

Heart of the Customer

“Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our product, the Note 7? pause] Yes, pretty much everybody, in every plane trip, for about a year.”

5 Top Customer Service Articles for the Week of June 10, 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.

How businesses can focus their efforts to drive customer feedback


The post How businesses can focus their efforts to drive customer feedback appeared first on Keatext. Marketing Customer feedback marketing

Exposure is What You Die from in the Desert

CX Journey

If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading.

Hotels 104

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.

Introducing Solvvy for E-Commerce: Guiding Customers Through Orders and Beyond


Solvvy for E-Commerce puts the power in shoppers’ hands to find answers quickly and easily. Shopping cart abandonment is one of the most common issues that e-commerce businesses face today, and ensuring customers receive a flawless experience can be difficult when over $4.6

2 Keys to Great Apartment Reputation Management



From Churn to Retention: Customer Experiences that Count


Retention is a top priority for any successful subscription box business, but preventing churn is no easy task. While even the most successful businesses deal with some amount of customer churn, subscription commerce businesses are affected the most.

Five Things You Can Do About the Telephone Experience Problem

Myra Golden

When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Top 3 Churn-Busting Tips: Lessons and Revelations from SubSummit


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3 Tactics CEOs Use to Improve Customer Experience Culture


According to research by consultancy firm Morar, 100% of the 844 executives surveyed for a recent report indicated that customer experience (CX) is a key focus area for their business.

Artificial Intelligence Pioneer Hello Customer and Contact Centre Giant HGS Join Forces

Hello Customer

Official Press Statement. Hello Customer

Using Social Media Insight to Inform Competitive Intelligence


Brands main competition online is often themselves, as they get in their own way pursuing marketing avenues that just don’t work for their business. They could do so much better, pretty immediately, if they’d just let social media insight guide the way. Let’s see how that looks!

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Advancing the Conversational Experience Across All Channels

Upstream Works

Messaging apps are an easy way for customers to interact with your brand while on the go – and their popularity is rapidly increasing. Throw chatbots into the mix and you’ve got customers who can help themselves with simple transactions.

You Need Human Data to Truly Measure Customer Engagement


Article by Ernan Roman Featured on Association of National Advertisers.

How to Move Your Contact Center to the Cloud Without Throwing Your PBX in the Bin


As I visit contact centers, I get to know their needs personally. One topic that usually comes up is how much the past investments in old solutions weigh in their decision to move the business to the cloud.

Qualitative Research Methods – The Best Way to Collect Opinions from Users


The post Qualitative Research Methods – The Best Way to Collect Opinions from Users appeared first on Survicate. Best Practices User feedback

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

The Ultimate List Of Call Center Services In The Philippines

Magellan Solutions

Call center services in the Philippines cater to different business needs. There are common services such as customer service, technical support, sales, and lead generation. Meanwhile, some services are more unusual than the others but might be the specific support that you need for your business.

Keeping Your Customers Happy: Why Effective Communication With Your Customers Is Key

Transforming Customer Connections

Your customers have high expectations of your business. Meeting those expectations turns out to be great business. Over 68% of customers 1 are willing to spend more money on a product or service if they know that they will have better service.

CX Monitoring: Mind The Gap


Across industries and regions, organizations of all shapes and sizes are recognizing the competitive advantage of superior customer experience (CX), and the value that resides not only in what a company delivers for its customers, but in how it delivers those products and services.

5 Key CX Takeaways from the Medallia Experience Conference


Last week, LRW-CX and Strativity teamed up to sponsor Medallia’s annual Experience event, where roughly 2,000 experience management professionals from across various industries gathered to share challenges, highlight best practices, and inspire one another with so many CX possibilities still on the horizon. Stepping back. The post 5 Key CX Takeaways from the Medallia Experience Conference appeared first on Strativity. Blogs & Articles

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.