Oracle
OCTOBER 18, 2018
A visit from a field service technician isn’t typically something that a customer looks forward to. It has historically involved a pre-arranged appointment during an inopportune and large window of time, which requires re-arranging of schedules and a lot of sitting around and waiting. This creates a perfect storm of opportunity for customer dissatisfaction.
iPerceptions
OCTOBER 18, 2018
When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.
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One Millimeter Mindset
OCTOBER 18, 2018
Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear.
AskNicely
OCTOBER 18, 2018
Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Your Net Promoter Score should never be a static number. It’s the measure of your customer loyalty and a metric that customer-obsessed companies know will help them grow — if they can make the number go up. Over the next few months, we’ll be opening pages from various brands’ NPS Playbooks to give you insights.
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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.
InMoment XI
OCTOBER 18, 2018
With the onset of fall here in the Northeast US, I find the changing seasons to be a time of inspiration and reflection. A few years ago, I attended a lecture at our local library. Grant Welker, co-author of a book published in 2015 entitled, We Are Market Basket, gave a small turnout of about. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
OCTOBER 18, 2018
Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. This year, we were excited to introduce a ‘fireside chat’ to the agenda to discuss how to capture the voice of the customer in 2018 featuring our CEO, Scott Miller alongside four of our industry-leading customers: Twitter, Etsy, Global R
Heart of the Customer
OCTOBER 18, 2018
I recently purchased a new phone, so of course, I need a new case. I’ve loved my Carved wooden phone case, so I ordered another, but this time they did something new. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […]. The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer.
datastax
OCTOBER 18, 2018
Today’s organizations can unlock the true value of all of their data, which enables them to make better decisions, serve up better customer experiences, accelerate innovation, and respond to crises faster—or even prevent them from occurring in the first place. Many organizations, however, are unable to do this because their systems are too siloed. Getting the most value out of your data starts with shattering data silos , or isolated “islands” of data that the majority of folks in your organizat
Keste
OCTOBER 18, 2018
It’s time to paint the town red! Oracle red, that is. Next week Oracle OpenWorld will take over San Francisco for four days. This conference is one of the world’s largest industry events and by large I mean very, very large.
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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.
North Highland
OCTOBER 18, 2018
We see examples unfold daily: industry silos are quickly diminishing. From the Wal-Mart-Anthem merger to grocery retailer partnerships with tech companies, organizations—in a relentless pursuit to provide differentiated customer experiences—are quickly realizing that the key to strategic differentiation sits outside the walls of their industries, and are devising partnership strategies accordingly.
Talkdesk
OCTOBER 18, 2018
For the second year in a row, Talkdesk is recognized as a Visionary by Gartner in the 2018 Magic Quadrant for Contact Center as a Service, North America , and highest among Visionaries on the Ability to Execute scale. Gartner performed a rigorous evaluation of 10 call center vendors for completeness of vision and ability to execute. According to Gartner, “Visionaries have strong multichannel product and service capabilities and a clear strategy for sales, marketing and business development
Ecrion
OCTOBER 18, 2018
In order for your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. What does your company do? How can your company make customers’ lives easier? This is where having a strategic communications plan comes into play. Surprisingly, many companies either don’t use a communications plan, or don’t really know what makes up a strategic communications plan.
Confirmit
OCTOBER 18, 2018
What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than new ones, customer retention has often taken a back seat to driving sales.
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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,
CSM Magazine
OCTOBER 18, 2018
We’re all aware the customer service is probably the critical issue when it comes to loyalty and retention, which allow a business to flourish. Not only do the vast majority of companies underestimate the importance of quality customer care, but they also hesitate to start integrating technology into it. Although merging technology with a company’s flow is a relatively costly affair, if done rightly, it will benefit the business by taking the load off employees, and the customers by providing qu
Playvox
OCTOBER 18, 2018
No business can afford to underestimate the importance of a positive customer experience. Poor service can make a significant impact on a brand’s retention rates, causing would-be buyers to look elsewhere. In fact, bad customer service costs businesses a combined $62 billion each year.
Optimove
OCTOBER 18, 2018
When exploring e-commerce client data, we often run into different active customer personas from which we might benefit. The most common separation is between standard active customers and VIPs. As the Pareto Principle states, roughly 80% of the effects come from 20% of the causes. When applying this principle to the eCommerce industry, we see the same effect time after time: 80% of the revenue is generated by 20% of the customers.
Lithium
OCTOBER 18, 2018
Each year, in addition to our Lithy Award Categories, we have regional awards that are selected by our internal team, awarding a brand who had an outstanding Lithy submission, but also had a fantastic year in their respective region. The award demonstrates that the customer is innovating and excelling in customer engagement, adopting new technologies, and delivering impressive results.
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.
Maru Group
OCTOBER 18, 2018
Voice of the Customer specialists Maru/edr and UK parcel carrier Yodel were declared UK Customer Experience Awards’ Silver winner in the ‘Best Transport and Logistics’ category last week. Now in its ninth year, the UK Customer Experience Awards, held on October 11th 2018 at Wembley Stadium, has become the biggest customer experience event of its kind in the world.
Lithium
OCTOBER 18, 2018
Each year, in addition to our Lithy Award Categories, we have regional awards that are selected by our internal team, awarding a brand who had an outstanding Lithy submission, but also had a fantastic year in their respective region. The award demonstrates that the customer is innovating and excelling in customer engagement, adopting new technologies, and delivering impressive results.
Micah Solomon
OCTOBER 18, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). What is internal customer service–a good, workable definition? And how can great internal customer service be accomplished–what are the principles and best practices we can apply to our own internal customer service training to
Lithium
OCTOBER 18, 2018
Each year, in addition to our Lithy Award Categories, we have regional awards that are selected by our internal team, awarding a brand who had an outstanding Lithy submission, but also had a fantastic year in their respective region. The award demonstrates that the customer is innovating and excelling in customer engagement, adopting new technologies, and delivering impressive results.
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Forrester's Customer Insights
OCTOBER 18, 2018
Adobe’s new Premiere Rush CC brings pro-level video editing capabilities to video creators who aren’t pros. It’s part of Adobe’s continued push downmarket to expand its footprint among creatives. Its simple interface works across computers and mobile devices, which means you can start a project on one device and finish it on another–or send the […].
Lithium
OCTOBER 18, 2018
Each year, in addition to our Lithy Award Categories, we have regional awards that are selected by our internal team, awarding a brand who had an outstanding Lithy submission, but also had a fantastic year in their respective region. The award demonstrates that the customer is innovating and excelling in customer engagement, adopting new technologies, and delivering impressive results.
Grade.us
OCTOBER 18, 2018
It's incredibly frustrating. A prospect decides they're interested. They're ready to hear your pitch or accept the proposal. So you do the right thing. You devote a considerable amount of your time, energy and resources to crafting your pitch. How do prospects reward you? They ignore you. They glaze over during a presentation. They accept your proposal and then blow you off.
Lithium
OCTOBER 18, 2018
Each year, in addition to our Lithy Award Categories, we have regional awards that are selected by our internal team, awarding a brand who had an outstanding Lithy submission, but also had a fantastic year in their respective region. The award demonstrates that the customer is innovating and excelling in customer engagement, adopting new technologies, and delivering impressive results.
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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?
Beyond Philosophy
OCTOBER 18, 2018
“If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities. But what if I told you peer pressure could be great for your Customer Experience? Would you reconsider your judgmental stance against it? Everybody else is doing it.
Lithium
OCTOBER 18, 2018
Each year, in addition to our Lithy Award Categories, we have regional awards that are selected by our internal team, awarding a brand who had an outstanding Lithy submission, but also had a fantastic year in their respective region. The award demonstrates that the customer is innovating and excelling in customer engagement, adopting new technologies, and delivering impressive results.
Forrester's Customer Insights
OCTOBER 18, 2018
Sending malicious payloads and packets is no longer the standard in threat operations. In today’s world of massive social media presence and influence, malicious actors can bring an organization to its knees — 280 characters at a time. This isn’t an attack on your infrastructure but an attack of computation propaganda aimed to shape a divisive […].
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