GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

CX Journey

DECEMBER 27, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018. Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome. Your culture transformation, your employee experience transformation, and your customer experience transformation are not cake walks.

Culture 88

Culture Communication Course Employee Experience 88

Hero Digital

DECEMBER 27, 2018

Today, the customer journey spans across digital channels (websites, mobile apps, smart TVs) and physical ones (in-store shopping, face-to-face financial planning meetings, doctor-patient appointments). No matter the industry, customers expect a frictionless journey across every touchpoint, online and off, as if there were no separation between them.

Omni-Channel 40

Omni-Channel e-support Return on Investment Touchpoint 40

GetFeedback

DECEMBER 27, 2018

The term "customer experience" gets thrown around a lot, but what does a great customer experience look like? Here are five qualities that define it.

Customer Experience 316

Customer Experience How To Customers 316

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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

Experience Matters

DECEMBER 27, 2018

Last year Temkin Group labelled 2018, The Year of Humanity. With all of the discord and tension throughout the world, it seemed like a good time to promote the following mindset: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion. Tune into the condition of the people around us and care about their well-being.

Groups 181

Groups Customer Experience Customers 181

Kayako

DECEMBER 27, 2018

What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place. All this and more is part of a relationship between you and the consumer called the customer experience (CX).

Net Promoter Score 137

Net Promoter Score Effort Score Customer Experience Ecommerce 137

GetFeedback

DECEMBER 27, 2018

You’ve created a great survey. Now how do you get people to take it? Use these simple strategies to maximize your online survey response rates.

Survey 150

Survey Strategy 150

TechSee

DECEMBER 27, 2018

You’ve heard of the Nightmare Before Christmas, but for retailers, especially those carrying consumer tech products, the real horror begins after gifts are opened. Here’s why some companies are hoping augmented reality will help them sleep easy. This holiday season, Santa will be delivering hot consumer products all across the globe. And if the big guy doesn’t come through?

Retail 84

Retail Chatbots Consumers Video 84

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level. Here are 5 customer experience trends that shaped the last year. Cloud technologies powered a better customer experience.

Trends 88

Trends Customer Experience Retail Conference 88

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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

Ann Michaels and Associates

DECEMBER 27, 2018

Unless you’ve been hiding under a rock, you know that online reviews are all the rage now. I love reading reviews…whether it’s booking a hotel, trying out a new restaurant, buying a new laptop, or even renting a movie. I read reviews so often and so thoroughly that it drives my husband crazy. He tells me that there will always be a few negative reviews because you can’t please everyone.

B2B 73

B2B Hotels Consumers Brands 73

ProProfs Chat

DECEMBER 27, 2018

Lead generation, sales, and operations continue to be the top business goals, but customer service is the foundation of organizational success. Without offering a delightful service experience to customers , your business may suffer in the long-run, since dissatisfied customers can jeopardize your business. Customer service processes are complex, which include handling a flood of tickets, interacting with multiple departments for issue resolution, etc.

Software 73

Software e-support Airlines Customer Retention 73

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. The subject of my keynotes and workshops on professional purpose and profitable workforce collaboration. And why all of us – yours truly included – need to remain vigilant and aware when we fall into the trap of extolling our professional virtues and professional labels.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

NetBase

DECEMBER 27, 2018

Some of the biggest brands out there find themselves falling short at times. That makes it even more gratifying when they get back on track and excel. At NetBase LIVE L.A. this past October, Chris Ebbeler , Chili’s Director of Social & Community Engagement, and Kyle Taylor , Founding Partner, Creative at Fact & Fiction agency presented a master class in social analytics-fueled marketing.

Social Media 54

Social Media Video Analytics Brands 54

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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

SurveySparrow

DECEMBER 27, 2018

Getting feedback from your customers is as difficult as getting acknowledgment from your respective spouses, you don’t always get a response, do you? Why is getting to know what your customer thinks about your product that important? In fact, getting to know your customer’s reaction to your product at these three stages can help you completely overhaul the way you do business: Before they buy from you.

Feedback 49

Feedback Tips Social Media Survey 49

ProProfs Chat

DECEMBER 27, 2018

Surveys are the most convenient and the best way to collect feedback about a product or service. However, while it may seem easy to get respondents to take the survey, it is not so in reality. About 75% of online surveys fail to get their minimum anticipated survey response rate. As an online surveyor, you may want to improve your survey rate. A good response rate for your survey is no less than a badge of honor.

Survey 49

Survey Social Media Software Analysis 49

Playvox

DECEMBER 27, 2018

Quality assurance has the power to transform your contact center or customer service department, enabling your agents to keep growing their skills through careful evaluation.

Metrics 40

Metrics Contact Center Customer Service Customers 40

Optimove

DECEMBER 27, 2018

Optimove Connect 2018 is behind us and we’re already directing our efforts into the preparation for next year’s event. This two-day conference, held for the fourth straight year in Tel Aviv, drew the attention of 450 CRM enthusiasts. Among the great feedback we received rose the repeat question – when are you going to upload the videos from your workshops to your site?

Conference 40

Conference CRM Consulting Tips 40

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

Magellan Solutions

DECEMBER 27, 2018

The holiday season is the perfect time to hold gatherings. For many, it is the most valid reason they can use to meet and be with their family, relatives, and friends that they haven’t seen in a long time. These moments of wave of laughters, stories, and reminiscing of memories are important, that is why they also make it sure that they are in the perfect place where they could really enjoy each other’s company.

e-support 40

e-support Hospitality Industry Customers 40

Qualtrics

DECEMBER 27, 2018

At Qualtrics we believe in experiences. We want to provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. Employees can decide when, where and how to have this experience and then let us know what they learned. This story is part of a ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.

Customer Success 31

Customer Success Customer Experience Hotels Culture 31

Grade.us

DECEMBER 27, 2018

There's this spectrum of beliefs about video marketing. On one end, we have the people who say video is everything, and in one, two, three, or ten years we will never read another word ever again. On the other end, there's folks who go, "ugh, are we talking about video again ?". As a devoted reader who goes searching for the transcripts if they got 'em cause I can consume those faster than I can watch any video, I'm definitely no evangelist for the all video, all-the-time end of the spectrum.

Video 20

Video Resources Tools Marketing 20

ProProfs Chat

DECEMBER 27, 2018

You must have heard this a lot: Customers want their issues resolved, and they want it done now. And why shouldn’t they? They are aware that organizations use tools like live chat software , ticketing systems, and online repositories to make the support process seamless. When it comes to instant support, we think of live chat and chatbots. They both have resulted in more sales, revenue, and a boost in customer loyalty.

Chatbots 93

Chatbots Customer Retention Loyalty Course 93

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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

Enalyzer

DECEMBER 27, 2018

We’re closing in on the end of the year, so we thought we would sum up 2018’s highlights, i.e. the features and updates made in 2018 that you absolutely need to know about. Maybe you missed some? Score Calculator. Enalyzer’s score calculator is the perfect feature for making quizzes, online order forms and more. You can calculate scores for answers in quizzes or total up prices on an order form.

Report 64

Report Survey Consulting Data 64

Feedbackly

DECEMBER 27, 2018

Customer journey will be reborn and start breaking the silos. By now the concept of customer journey has already been known for a quite some time. But what we are seeing based on thousands and thousands of customer engagements is that the ideology is re-emerging. Companies will also be reeling their KPIs and metrics to service customer journeys but also use the same ideology for innovations and service improvements as well as improving their internal well being!

Trends 40

Trends Customer Experience Customer Journeys Analytics 40

Pointillist

DECEMBER 27, 2018

By Swati Sahai Today, customer intelligence isn’t just about collecting and analyzing CRM data. It is about truly listening to each customer, embracing their needs and using that data to respond to them in an appropriate way and in a timely fashion. To improve their organization’s customer intelligence capabilities, leading business intelligence (BI), marketing analytics and customer intelligence (CI) professionals are now employing journey analytics to analyze an ever-expanding range of custome

Analytics 53

Analytics How To Customer Journeys Analysis 53

Enalyzer

DECEMBER 27, 2018

We’re closing in on the end of the year, so we thought we would sum up 2018’s highlights, i.e. the features and updates made in 2018 that you absolutely need to know about. Maybe you missed some? Score Calculator. Enalyzer’s score calculator is the perfect feature for making quizzes, online order forms and more. You can calculate scores for answers in quizzes or total up prices on an order form.

Report 40

Report Survey Consulting Data 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience