CSM Magazine

APRIL 9, 2018

The use of social media has been recognized as a useful tool to connect with customers. Here are some key ways to utilize this channel to improve your service. More businesses than ever are recognizing the benefits of using social media. However, they are predominantly using social media in a marketing capacity. Companies use their social media pages to promote their brand, raise awareness of their products or services, and to attract potential new customers.

Social Media 40

Social Media Customer Service Tools Communication 40

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Keep “Working as One to Take the Next Step UP!” Scroll down to the bold section below to see how Fiji Airways is leveraging the power of UP! Your Service to achieve these extraordinary results. ~ ~ ~ ~ ~.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Verint

APRIL 9, 2018

We’ve all heard the term omnichannel by now—and it isn’t going anywhere. Offering all communication channels within a unified solution is still a key element to the customer experience. However, in a world where digital meets humanization, it is important to find the balance. Organizations need to think about taking one step further to help ensure they are providing complete, consistent and contextual experiences—and to make sure agents have the right tools at their fingertips once the interacti

Self Service 28

Self Service Management Knowledge Base Omni-Channel 28

QuestionPro Audience

APRIL 9, 2018

Social research is a scientific method usually applied to social sciences to investigate human behavior. Social research scientists gather feedback and opinions on critical topics from their clientele that help them in recognizing areas of improvement according to human needs. Researchers conduct social experiments using qualitative research methods such as text analysis , online interviews as well as quantitative research methods such as statistical analysis via surveys.

Study 370

Study Survey Analysis Feedback 370

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Customers

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. Recently, Sephora has made news by merging their digital and physical retail departments into one omnichannel approach.

Brands 54

Brands Retail Loyalty Fashion 54

Experience Matters

APRIL 9, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry.

Industry 154

Industry Effort Score Consumers Survey 154

TechSee

APRIL 9, 2018

Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care. We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.

Customer Care 111

Customer Care Innovation Consumers Technology 111

Experience Matters

APRIL 9, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Ace Hardware and Dollar Tree for earning the best customer experience scores the retail industry.

Retail 120

Retail Industry Effort Score Consumers 120

Wired and Dangerous

APRIL 9, 2018

The Holiday Inn in Peterborough, Ontario, is famous for what they call the “magical moments” they create for guests. A woman who frequently stays at Holiday Inns called the Holiday Inn Peterborough Waterfront with a unique request. Although she lived hundreds of miles away, her daughter lived alone in Peterborough. She had learned in a phone call that her daughter was not feeling well.

Hotels 101

Hotels Customers Management Customer Centricity 101

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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

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.

How To 105

How To Culture Feedback Travel 105

Think Customers

APRIL 9, 2018

Facebook is in trouble. Again. As the company struggles to make amends in the Cambridge Analytica scandal, two stories are playing out that speak volumes about the public’s appetite for data-driven ads and Facebook’s ability to adapt. Business as usual?Build a better mousetrap. Make the product stickier. Capture users. These are all terms that business leaders are familiar with and strive to achieve within their companies.

Data 58

Data Company 58

Totango

APRIL 9, 2018

Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-

Customer Success 48

Customer Success Metrics Customer Journeys Customers 48

Beyond the Arc

APRIL 9, 2018

When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. And in the age of social media, it’s a good bet they’ll vent those feelings publicly and create a ripple effect you want to avoid. That’s why it’s business-critical to pay close attention to every. Read More. The post Transforming NEGATIVE CUSTOMER EXPERIENCE into LOYALTY MOMENTS appeared first on Blog @beyondthearc.com.

Loyalty 40

Loyalty Customer Experience Social Media Connections 40

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Tips

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Keep “Working as One to Take the Next Step UP!” Scroll down to the bold section below to see how Fiji Airways is leveraging the power of UP! Your Service to achieve these extraordinary results. ~ ~ ~ ~ ~.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

ERDM

APRIL 9, 2018

Article by Ernan Roman Featured on CustomerThink.com Chevron CEO and Chairman John S. Watson recently noted, upon his retirement, “The sooner you learn about reading people, listening to others and building relationships, the sooner you will be more effective.” And though Watson was referring to business relationships, this comment should be taken to heart by marketers regarding how they build relationships with customers.

Social Media 40

Social Media Study Consumers Brands 40

Ann Michaels and Associates

APRIL 9, 2018

Let’s start with the most basic question…What exactly is a Customer Satisfaction Survey? While they can come in many different forms, customer satisfaction surveys are used to gauge how your customers feel about your company or reveal details about an experience with your company. This knowledge is crucial and knowing how your customers feel about your product, services, and team is imperative to understanding how to grow as a company and improve customer experiences.

Customer Satisfaction 40

Customer Satisfaction Survey How To Feedback 40

Confirmit

APRIL 9, 2018

Confirmit enables organizations to develop and implement Market Research, Customer Experience and Employee Engagement programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual research programs that engage customers, empower employees, and deliver a compelling respondent experience. Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Inves

Multi-Channel 40

Multi-Channel Return on Investment Employee Engagement Financial 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

CSM Magazine

APRIL 9, 2018

Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017. SQM named Jackson a top-three Contact Center of the Year Finalist for receiving high ratings in customer and employee experience among a field of 500 leading international contact centers. “Jackson’s associates work as a cohesive team to ensure our advisors receive the impeccable customer service they’ve come to expect

Contact Center 40

Contact Center First Call Resolution Customer Service Representative Insurance 40

Confirmit

APRIL 9, 2018

Confirmit enables organizations to develop and implement Market Research, Customer Experience and Employee Engagement programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual research programs that engage customers, empower employees, and deliver a compelling respondent experience. Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Inves

Multi-Channel 40

Multi-Channel Return on Investment Employee Engagement Financial 40

CSM Magazine

APRIL 9, 2018

Malene Wessel examines some key features of live chat solutions that can result in better service and reduced costs. . Live chat solutions can help organizations increase efficiency and reduce costs. In fact, Aberdeen Group found that performance gains of companies using live chat results in agent utilization rates of 28.4% as well as a 6.8% decrease in average cost per customer contact.

Fashion 40

Fashion Customer Service Representative Wait Times Training 40

Confirmit

APRIL 9, 2018

Confirmit enables organizations to develop and implement Market Research, Customer Experience and Employee Engagement programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual research programs that engage customers, empower employees, and deliver a compelling respondent experience. Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Inves

Multi-Channel 40

Multi-Channel Return on Investment Employee Engagement Financial 40

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Training

Forrester's Customer Insights

APRIL 9, 2018

Do you want to be like Apple? In 2010, Apple ranked as the 17th most valuable brand in the world. Just three years later, it had garnered the top spot and has remained there. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […].

Brands 39

Brands Brand Values Advertising B2C 39

Confirmit

APRIL 9, 2018

In this webinar, Holly Carter, Product Marketing Director at Confirmit, discussed 5 best practice tips on how you can leverage the latest ideas and technologies to increase your panelist engagement and get them excited about providing high-quality feedback. Market Research Webinars.

Tips 40

Tips Engagement Feedback Technology 40

Forrester's Customer Insights

APRIL 9, 2018

Earlier this year, Forrester’s South African PR team approached me with an opportunity to share a bit of our B2B thought leadership worldwide. Mark Eardley, Johannesburg-based author and a regular column contributor to Marklives.com, came across our team’s predictions for 2018. He was delighted to find a kindred-spirit in heralding a revival and reawakening in B2B […].

B2B 26

B2B Marketing Leadership Customer Centricity 26

Totango

APRIL 9, 2018

Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-

Customer Success 12

Customer Success Metrics Customer Journeys Customers 12

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Customer Experience

Steve DiGioia

APRIL 9, 2018

This original article was written by Steve DiGioia. According to an article I just read in the Daily Mail.com, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. Guess they’re no longer popular in the world of Amazon Prime. And when the Prime subscribers reached out to Amazon to figure out why their account was closed, the firm gave them few details.

How To 166

How To Communication Poor Customer Service Social Media 166

Amity

APRIL 9, 2018

For Customer Success Managers, it’s tricky to map out a timeline as to when to start approaching customers to prepare for their upcoming renewal. If you are working towards becoming more proactive, then you’ll know that being surprised and not having enough time to think things through should be avoided at all costs. Remember, you don’t want your customer to have to go through that either.

Meeting 95

Meeting Management Software Measurement 95

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Chances are you probably know someone; and if you don't, look no further! Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001.

CEM 70

CEM Marketing Voice of Customer Video 70