Customers That Stick

JULY 3, 2019

Customer Experience 94

Customer Experience Customers 94

BlueOcean

JULY 3, 2019

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers.

Contact Center 159

Contact Center Customer Service First Call Resolution Call Center 159

ShepHyken

JULY 3, 2019

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem.

Customer Service Training 133

Customer Service Training Customers Examples Training 133

C3Centricity

JULY 3, 2019

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.

Multi-Channel 198

Multi-Channel Consumers Social Media Connections 198

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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

SurveySensum

JULY 3, 2019

Engage them, listen to them, delight them and that’s how you turn them into your super-fans. Give reasons to your restaurant guests remember you for the best-in-class experience you deliver. Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants.

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

Customer Enthusiast

JULY 3, 2019

In 2017 I wrote a blog about a partnership between Walmart and Strivr, a company that designs virtual-reality (VR) training. At that time, Walmart was testing VR-enabled learning in 31 of its Training Academies with aspirations to expand the training to 140,000 associates per year. Two years later, according to this recent Wall Street Journal article, headsets […].

Training 60

Training Company Employee Engagement Engagement 60

SurveySparrow

JULY 3, 2019

In love as in work, if there is one thing in terms of expectations, it is the need to be recognized. You want your partner to acknowledge your efforts by a display of love and you expect your employer to recognize your contributions by some sort of reward. While money is usually considered as the usual motivating quotient, that is not always the case and there are a hundred other ways for you to keep your employees satisfied where their efforts for the betterment of your company are being reward

Culture 49

Culture Social Media Rewards Programs System 49

NetBase

JULY 3, 2019

Some days, it’s hard to get those creative juices flowing when it comes time for campaign creation. We’re here to help with nine niche audiences that social analytics reveals for brands and agencies – an ‘off the beaten path’ collection to inspire exploration, ideation, and (very likely) category domination! Let’s check ‘em out! Making The Most of Creativity.

Analytics 49

Analytics Brands Trends Ecommerce 49

Natalie Petouhof

JULY 3, 2019

Tweet. When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing an appointment. We’ve all been there. You are in a hurry and just need to get something done. Then you think about contacting customer service and often your heart […]. Click here to view original web page at www.salesforce.com.

Customer Service 40

Customer Service Customers 40

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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

Oracle

JULY 3, 2019

Artificial intelligence is bringing change and profit to the sales world, but it’s far from a replacement for the current skill set offered by seasoned sales representatives. Rather, the idea is to use AI to streamline existing sales processes and free up the pros to tackle the most important aspects of a deal. In fact, an article published by the Harvard Business Review claims that as much as 47% of that process can be automated via machine intelligence , which can bring substantial effic

Sales 40

Sales Social Media Trends Industry 40

Natalie Petouhof

JULY 3, 2019

Tweet. Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who connect with, engage, interact with, and console your customers. Yet oftentimes agents aren’t given the respect they deserve. In Daniel Pink’s book Drive: The Surprising Truth About What Motivates […]. Click here to view original web page at www.salesforce.com.

Customer Service 40

Customer Service Interaction Connections Customers 40

SurveySparrow

JULY 3, 2019

Okay, here it goes! No research can escape bias. Have never, Wil Never. Don’t start second-guessing every study and survey you did right away. We also have ways to avoid them almost completely. Bias is only a pure product of human nature. It seeps into the thinking and reasoning of a human mind to reflect research that is biased too. Nevertheless, we cannot just accept that when it comes to research.

Marketing 40

Marketing How To Culture Fashion 40

Natalie Petouhof

JULY 3, 2019

Tweet. It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service. Join Travis Bryant, Executive in Residence at Redpoint Ventures, as he makes the case for putting delivering value first. With a clear view of the ideal customer and a […]. Click here to view original web page at www.salesforce.com.

Metrics 40

Metrics Sales Customers 40

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Tips

Hello Customer

JULY 3, 2019

Before, winning in a market meant focusing on either product leadership, operational excellence or customer intimacy. Today you need to place the customer in the middle of these business strategies and combine all three to offer the right customer experience. How can companies do that? Check out the next episode of Leslie Illustrates and find out!

Strategy 40

Strategy Customer Experience Leadership Customers 40

Natalie Petouhof

JULY 3, 2019

Tweet. Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has difficulties falling asleep at night. Even though her solar energy components company is booming across the Southwest, a lot of unanswered questions about her business keep her awake. As she tosses and turns in bed, she wonders: Are my […]. Click here to view original web page at trailhead.salesforce.com.

Metrics 40

Metrics Company 40

Optimove

JULY 3, 2019

“Treat interns like grown-up professionals. Let them participate in real projects and contribute their share… Give them a good working experience and they’ll be back as employees.” – Pini Yakuel, Optimove. The post 14 Ways To Turn Summer Interns Into Future Star Employees appeared first on Optimove.

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40

Natalie Petouhof

JULY 3, 2019

Tweet. When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing an appointment. We’ve all been there. You are in a hurry and just need to get something done. Then you think about contacting customer service and often your heart […]. Click here to view original web page at www.salesforce.com.

Customer Service 40

Customer Service Customers 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

Forrester's Customer Insights

JULY 3, 2019

Customer experience has stalled. Over the past 24 months, some of the stars of Forrester’s Customer Experience Index (CX Index™), such as JetBlue and BMW, have shown no improvement in their CX. Other former standouts, like Etsy and USAA Credit, have experiences that are going backwards. Why? Every customer journey has many “peaks” — experiences […].

Customer Journeys 48

Customer Journeys Customer Experience Customers 48

Natalie Petouhof

JULY 3, 2019

Tweet. Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who connect with, engage, interact with, and console your customers. Yet oftentimes agents aren’t given the respect they deserve. In Daniel Pink’s book Drive: The Surprising Truth About What Motivates […]. Click here to view original web page at www.salesforce.com.

Customer Service 40

Customer Service Interaction Connections Customers 40

MyCustomer

JULY 3, 2019

Engagement. Lessons from 4 Chinese customer experience kings.

Customer Experience 64

Customer Experience Engagement Customers 64

Natalie Petouhof

JULY 3, 2019

Tweet. It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service. Join Travis Bryant, Executive in Residence at Redpoint Ventures, as he makes the case for putting delivering value first. With a clear view of the ideal customer and a […]. Click here to view original web page at www.salesforce.com.

Metrics 40

Metrics Sales Customers 40

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Training

Forrester's Customer Insights

JULY 3, 2019

It’s nearly Independence Day in the United States—a day filled with parades; fireworks; family; and, of course, delicious food. The day honors something that we, like the Founding Fathers before us, hold dear in the research organization at Forrester: the agreed upon final wording of a document, devised by a team of thinkers, driven by a […].

Course 45

Course Analytics Data Customers 45

Natalie Petouhof

JULY 3, 2019

Tweet. Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has difficulties falling asleep at night. Even though her solar energy components company is booming across the Southwest, a lot of unanswered questions about her business keep her awake. As she tosses and turns in bed, she wonders: Are my […]. Click here to view original web page at trailhead.salesforce.com.

Metrics 40

Metrics Company 40

MyCustomer

JULY 3, 2019

Engagement. Lessons from 4 Chinese customer experience kings.

Customer Experience 62

Customer Experience Engagement Customers 62

Qualtrics

JULY 3, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Nick’s “Why Qualtrics” story. My name is Nick Tran. I graduated from Georgia Tech with a Bachelor’s Degree in Aerospace Engineering. After college, I worked as a structural engineer at an airline and the job was very customer-focused.

Software 36

Software Airlines Course Leadership 36

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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

MyCustomer

JULY 3, 2019

Download this Whitepaper. Lead goal. 100. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement.

40

40

Optimove

JULY 3, 2019

The post Avoiding the High Price of Generalization appeared first on Optimove.

40

40

MyCustomer

JULY 3, 2019

Loyalty. How freemium offers can avoid ending with bad CX.

Customer Experience 49

Customer Experience Loyalty Customers 49