GetFeedback

AUGUST 23, 2017

The support experience is made up of small interactions that leave big impressions. Here are 4 customer support touchpoints that might need your attention.

Touchpoint 195

Touchpoint Interaction Customer Experience Customers 195

Kayako

AUGUST 23, 2017

This is a guest post by our friends over at Nicereply. Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Read on for a great post! Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.

Feedback 153

Feedback Survey Net Promoter Score Effort Score 153

GetFeedback

AUGUST 23, 2017

The support experience is made up of small interactions that leave big impressions. Here are 4 customer support touchpoints that might need your attention.

Touchpoint 150

Touchpoint Interaction Customer Experience Customers 150

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.

Measurement 133

Measurement Loyalty How To Metrics 133

Advertisement

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

iPerceptions

AUGUST 23, 2017

We live in a world dominated by technology. From smartphones to apps to wearables, consumers today are always connected. As a result, marketing has undergone a seismic shift. To reach, interact and delight their customers, marketers need to understand how to succeed in a digital world.

Marketing 118

Marketing Connections Consumers Interaction 118

ShepHyken

AUGUST 23, 2017

A friend of mine went to the airport rental car agency and had a chance to upgrade to a Tesla. He had never driven a Tesla so he was happy to pay the upcharge to have the experience. If you’ve ever rented a car at the airport, you typically are stopped at a gated exit where the car rental employee looks over the paperwork, checks your driver’s license and sends you on your way.

Customer Service Training 92

Customer Service Training Interaction Customer Experience Training 92

Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas E. Lah, Executive Director at TSIA, a for-profit research institute that does deep operational benchmarking with member companies.

Customer Centricity 64

Customer Centricity Customer Success e-support Conference 64

Michelli Experience

AUGUST 23, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Big Data to the Rescue of the Passenger Experience?

Infographics 56

Infographics Data Consulting Customer Experience 56

Influitive

AUGUST 23, 2017

Think about the last time you had an unexpectedly positive experience with a company or product. (Maybe your barista threw in a free biscotti with your morning americano?) What did that experience make you want to do? You likely wanted to tell others about it, or (at the very least) send the company a congratulatory.

Customer Journeys 53

Customer Journeys Brands Customers Company 53

Advertisement

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

Talkdesk

AUGUST 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Maintaining Customer Standards Through Growth. Session Host / Moderator: Narinder Singh, Co-Founder, Appirio.

Video 40

Video Customer Centricity Customers Software 40

Verint

AUGUST 23, 2017

Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. According to a Gallup poll from January 2017 1 , a whopping 65.6% of employees are disengaged.

Strategy 42

Strategy Gamification Contact Center Employee Engagement 42

Eptica

AUGUST 23, 2017

Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017. Author: Vincent Giraud As I’ve discussed in previous blogs , consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. They want to be able to make contact at any time, day or night, through their smartphone and receive a fast, comprehensive and consistent response. 42% of the po

Customer Experience 100

Customer Experience Social Media Chatbots Transportation 100

QuestionPro Audience

AUGUST 23, 2017

How Has the Total Solar Eclipse Affected Americans? There are very few truly great events in this world that sporadically take place. But like clockwork, just as quickly as these events come, these events also are disregarded as the immediate past. Luckily, as researchers, we got to stick around to examine the backend and see how the Total Solar Eclipse affected Americans. .

Infographics 268

Infographics Data Report Meeting 268

Advertisement

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

West Monroe

AUGUST 23, 2017

As a member of the West Monroe Payments Practice, I work with our clients to help them develop payments strategies, products, and partnerships. As both a professional and a consumer, I am frequently asked about credit card rewards, features, usage best practices, technologies, and more. Over a series of blog posts, I will examine several of these topics in more depth.

Banking 40

Banking How To Airlines Travel 40

LiveChat

AUGUST 23, 2017

You wouldn’t dare try to fix something in your car or assemble a piece of Swedish superstore furniture without a set of instructions. The potential that you could miss some crucial step or component and ruin everything is just too high. However, many Internet marketers are doing just that when putting together their lead generation campaigns. The infographic below, The Internet Marketing Lead Generation Ecosystem, was designed to be that complete set of instructions no online marketer should be

Marketing 35

Marketing Infographics CRM Roadmap 35

West Monroe

AUGUST 23, 2017

Having spent a dozen years in various retail leadership positions, I can confidently say that front line leadership (overseeing one store or multiple stores) is the most complex job. Today’s managers face a myriad of challenges: improving customer experience while overseeing a growing number of employees, effectively managing labor costs and turnover, implementing new technologies across a multi-generational workforce, seamlessly integrating omni-channel offerings, and finding ways to keep their

Retail 40

Retail Omni-Channel Multi-Channel Leadership 40