Alida

JANUARY 11, 2021

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects.

Customer Insights 130

Customer Insights Strategy Engagement Customers 130

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

GetFeedback

JANUARY 11, 2021

Top tips to provide better service that’ll benefit your business and your customers.

Tips 332

Tips Customer Service Customer Experience Customers 332

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

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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

Zeisler Consulting

JANUARY 11, 2021

I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another. Usually, there’s a note pinned to it alerting us that it’s not to be used.

Policies 93

Policies Course Brands Interaction 93

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Measure Your Customer Experience Maturity by Sharon Florentine. (CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions mig

Social Media 91

Social Media Customer Service Guidelines Loyalty 91

Cyara

JANUARY 11, 2021

High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business School and Bain & Company study revealed what is still one of the most quoted customer service insights: "In industry after industry… increasing customer retention rates by 5% increases profits by 25% to 95%," reported Harvard Business Review.

Contact Center 67

Contact Center Customer Retention Study Industry 67

iPerceptions

JANUARY 11, 2021

The best customer service management strategy has clear goals, solid journey maps, strong processes, metrics, and a customer-centric culture. The post 5 Elements of a Winning Customer Service Management Strategy appeared first on Astute.

Strategy 62

Strategy Customer Journeys Customer Service Management 62

Forrester's Customer Insights

JANUARY 11, 2021

Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to Agile and DevOps trends. However, change management emerged for a reason and I think it’s prudent to look at […].

Management 70

Management Social Media Trends Customers 70

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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

JANUARY 11, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

CRM 55

CRM Sales System Competitive Advantage 55

Happy or Not

JANUARY 11, 2021

Responsible for the management of 44 airports in Norway, Avinor has rolled out HappyOrNot’s world-famous feedback terminals to measure critical customer feedback at security checkpoints TAMPERE & OSLO – JANUARY 2021 – HappyOrNot (www.happy-or-not.com), the […]. The post Norwegian Airport Operator Avinor Partners With HappyOrNot to Boost Customer Experience at Security appeared first on HappyOrNot.

Customer Experience 61

Customer Experience Feedback Measurement Customers 61

AirVote

JANUARY 11, 2021

QR code popularity soars as a simple, non-contact method to gather feedback wherever the customers are. Do you know that it is simpler than you think to get this for your business? Here are the steps to create a customer survey and point a QR code to it. Quickly put something out there and see if it works for your business: Setup a Google form with your question and survey for your customer.

Feedback 52

Feedback Survey Customers Resources 52

Beyond the Arc

JANUARY 11, 2021

2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex. Add to that, tech giants like Apple and Google are wooing away consumers with seamlessly simple digital-first card experiences. How can banks and [.].

Banking 52

Banking Customer Experience Call Center Financial 52

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Tips

Optimove

JANUARY 11, 2021

What do cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Well, they are all among the ever-popular pages on Optimove’s Learning Center – where you can find 40 terms that run from the most basic marketing phrases (such as B2C Marketing), all the way to the most advanced ones (think: predictive modeling, RFM segmentation, and statistical significance).

B2C 52

B2C CRM Marketing Video 52

MyCustomer

JANUARY 11, 2021

Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This paper explores how you can empower agents to deliver a level of customer service that drives loyalty and ultimately boosts your brand.

Customer Experience 52

Customer Experience Loyalty Resources Brands 52

Optimove

JANUARY 11, 2021

What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Well, they are all among the ever-popular pages on Optimove’s Learning Center – where you can find 40 terms that run from the most basic marketing phrases (such as B2C Marketing), all the way to the most advanced ones (think: predictive modeling, RFM segmentation, and statistical significance).

B2C 52

B2C CRM Marketing Video 52

MyCustomer

JANUARY 11, 2021

Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This whitepaper explores the impact of keeping customers on hold, and five ways you can improve call handling.

Resources 52

Resources Customers 52

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

inSided

JANUARY 11, 2021

[Amsterdam, Netherlands – January 12, 2021] In 2020, inSided, the Customer Success community platform , saw 220% year-on-year growth as more B2B companies wanted to leverage the power of community to facilitate customer self-service to increase retention and drive growth.

Self Service 52

Self Service B2B Customer Success Customers 52

MyCustomer

JANUARY 11, 2021

Download this Ebook. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Discover what today’s customers really expect from your business and why providing a more human experience is so essential to customer loyalty.

Customer Experience 52

Customer Experience eBook Customer Service Loyalty 52

Gainsight

JANUARY 11, 2021

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO, speaks with Chris Port , the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions.

Customer Success 52

Customer Success Customer Experience NPS Sales 52

Beyond the Arc

JANUARY 11, 2021

2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex. Add to that, tech giants like Apple and Google are wooing away consumers with seamlessly simple digital-first card experiences. How can banks and [.].

Banking 52

Banking Customer Experience Call Center Financial 52

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Training

Lithium

JANUARY 11, 2021

Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci. We all said Hi to Maia, the Khoros bot , and chatted with our Atlas Guides. Our Khoros Kudos winners proved they are leaders and champions of progress.

Management 52

Management Customers 52

Think Customers

JANUARY 11, 2021

Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a growing number of additional options: walk-in care centers, clinics located within retail pharmacies – even Amazon has entered the healthcare landscape. As competition grows, so too are consumer expectations, meaning healthcare organizations must offer superior patient experience to stay relevant.

Healthcare 52

Healthcare Industry Hospitality Omni-Channel 52

Lithium

JANUARY 11, 2021

Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci. We all said Hi to Maia, the Khoros bot , and chatted with our Atlas Guides. Our Khoros Kudos winners proved they are leaders and champions of progress.

Management 52

Management Customers 52

Keatext

JANUARY 11, 2021

The post Sandbox access: Introducing Keatext’s new free trial experience appeared first on Keatext.

52

52

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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

Forrester's Customer Insights

JANUARY 11, 2021

The classical challenge with static application security testing (SAST) was bridging the gap between security and development. In SAST’s early days, it was a tool for security, who threw the results of pre-release scans over the wall to developers to fix. Developers had to contend with large numbers of unclear findings and false positives, often […].

Marketing 49

Marketing Tools Customers 49

MyCustomer

JANUARY 11, 2021

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 11th Jan 2021. By Neil Davey Managing editor.

Management 40

Management Customer Experience Customers 40

Forrester's Customer Insights

JANUARY 11, 2021

Happy New Year! As 2020 gives way to 2021, I find my briefing dance card quickly filling up with “YAKS” (Yet Another Kubernetes Solution briefing). It’s to the point where it’s easy to wonder, “Does the market really need, and can it sustain, more than three dozen platform providers?” In some ways it takes me […].

Marketing 37

Marketing Trends 37