The Key to Cultivating Loyalty: Taking Action on Customer Feedback
IntouchInsight
AUGUST 22, 2019
Your source for the best knowledge on collecting data to drive business improvements.
IntouchInsight
AUGUST 22, 2019
Your source for the best knowledge on collecting data to drive business improvements.
Totango
AUGUST 22, 2019
When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations. Though the customer may be content, you can find ways to exceed expectations, thereby providing a service that truly provides the value a customer needs. .
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CSM Magazine
AUGUST 22, 2019
Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace. While this can present new opportunities for companies in terms of their customer service, it can also create new challenges that must be overcome.
CloudCherry
AUGUST 22, 2019
Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.
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.
QuestionPro Audience
AUGUST 22, 2019
The purpose of customer research is to develop new knowledge about the market. In order to do this, surveys must be designed to gather accurate, reliable data about customer preferences, from the right research sample. Then, the collected data are analyzed to produce new insights. The quality of information and insight that one can extract from marketing research will determine the success or failure of the product or service.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
AUGUST 22, 2019
In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. You figured out the forecast and created a schedule to cover it, so now you can just coast, right?
Customer Bliss
AUGUST 22, 2019
As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions. I thought this concept would be worth briefly discussing (and revisiting), especially as I came across NJ Goldston’s, 5 Strategies on How to Stay Ahead of Customer-Driven Disruption on Forbes.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. You figured out the forecast and created a schedule to cover it, so now you can just coast, right?
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Heart of the Customer
AUGUST 22, 2019
Actually, they’re already here. But are you aware of them? Today, I’m flying back from the CCW’s Executive Exchange. I not only enjoyed speaking at the event, but also the opportunity to attend its presentations. The audience was primarily made up of contact center leaders, each having a lot to say– and do –about the […]. The post The Bots are Coming!
iPerceptions
AUGUST 22, 2019
The business world is continually evolving. With new marketing and management trends, plus the ever-increasing awareness and sophistication of markets, companies that want to succeed today must be willing to change and adapt quickly. That is why digital transformation is more important than ever.
Oracle
AUGUST 22, 2019
Are robots taking over? If so, it might not necessarily be a bad thing. According to Loup Ventures research, the industrial robotics market is expected to grow to $33.8 billion by 2025. Yet, we’re already seeing more robots in unexpected places such as agriculture, sports, shopping malls, and our homes. Where will they pop up next? Agriculture.
datastax
AUGUST 22, 2019
Popeyes sandwich shortage highlights the necessity of real-time inventory management. So, you’ve hyped your product so well that you can’t keep enough on the shelves. . Nice work! This is the case with the new Popeyes chicken sandwich, as reported by BuzzFeed. Honestly, this sounds like a wonderful position to be in. What business owner wouldn’t want so many people clamoring for their products that folks are freaking out because of local shortages?
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
CSM Magazine
AUGUST 22, 2019
Shep reflects on an unpleasant customer experience and provides some important lessons on how not to treat your customers. The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment.
Optimove
AUGUST 22, 2019
Picture this: you walk into a store and instead of having to shuffle through the shelves to look for the item you’d like to purchase, you would only see the products you want to buy. So why not do the same with the customers coming to your site? Website personalization encompasses the process of creating a custom website experience for each visitor, or group of visitors.
CSM Magazine
AUGUST 22, 2019
We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.
SMG CX
AUGUST 22, 2019
A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
CSM Magazine
AUGUST 22, 2019
Jeff Mowatt takes a look at the impact of waiting in line and how to improve the experience for customers and employees. How do you let a cashier know that you’re in a hurry when you’re waiting in line? a) look at you watch and shake your head, b) sigh, huff, and roll your eyes, c) complain to others in the line, d) say to the person at the till, “We’re in a hurry here!
Connective DX
AUGUST 22, 2019
This summer, our Healthcare Practice Director, Dave Wieneke, recorded twelve modules on Healthcare Marketing for the Mini-MBA in Healthcare Management at Rutgers University.
CSM Magazine
AUGUST 22, 2019
It’s possible that you are not aware of a raging debate online and in print regarding the proper email salutation. The controversy is not quite on the same level as the political debates, thank goodness; but like those hurricanes some of us dread all summer long, it is growing in intensity and covering an ever-widening area. A while ago I was contacted by the Wall Street Journal for an article titled “Hey, Folks: Here’s a Digital Requiem for a Dearly Departed Salutation”.
Forrester's Customer Insights
AUGUST 22, 2019
For all the dramatic headlines about influencers, our research states that they’re capturing steadily larger proportions of marketing budget. For our latest report we interviewed more than 30 enterprise marketers who are responsible for their brand’s influencer marketing. And the data shows: investments continue to rise and marketers’ budgets for influencer marketing are growing in […].
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
CSM Magazine
AUGUST 22, 2019
In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale. The Customer Service and Experience summit Europe brings together the most important brands to help you set the bar for your multi-channel support strategy going forward.
Forrester's Customer Insights
AUGUST 22, 2019
Indian financial service customers are changing! Forrester surveyed 3,000 online adults in India on their financial attitude, expectations, and preferences and found that more than half of customers accessing the internet are constantly online. We found that most of the respondents are early adopters of new technology — Forrester calls them “Progressive Pioneers.” As digital […].
CSM Magazine
AUGUST 22, 2019
The customer service department is too often referred to as “just a cost center”. And perhaps in the past we have been more reactive than proactive – but not anymore. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights.
Forrester's Customer Insights
AUGUST 22, 2019
Every business runs on thinking, mostly in two modes: divergent and convergent. I’ve been researching this and I just published my findings in a new report to help individuals, teams, and organizations tap both modes. Divergent thinking helps you create — generating many alternatives. Convergent thinking helps you decide — choosing among alternatives.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Grade.us
AUGUST 22, 2019
Can local listings produce substantial top-line growth? They absolutely can. Some experts believe local listings have limited value. However, in the right hands, local listings are powerful tools you can use to drive a steady flow of traffic to your business. It just takes a bit of consistent effort. The good news? Most of the work is frontloaded and there’s an emphasis on eliminating waste in the form of conversion leakage.
Qualtrics
AUGUST 22, 2019
At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. After that, employees can decide when, where, and how to have this experience. Then share with us what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.
Gainsight
AUGUST 22, 2019
“Why should my Customer Success (CS) teams think marketing?”. That’s a question I often hear from CS leaders. My short answer is that CS must evolve with the customer experience, and the experience is more digital and personal than ever before. Marketing wrote the book on digital and personalized engagement (with prospects), so “thinking marketing” for CS leaders is an approach for scalable personal engagement.
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