Thu.Apr 18, 2019

Who Owns Digital Experience?

Smarter CX

Through new digital technologies, marketers and brands are building an understanding of their customers and prospects that simply wouldn’t have been possible 10 or 15 years ago. At the heart of this change is a renewed focus on experience.

How Does Influencer Marketing Tie Into Customer Experience?

Second to None

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

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Fall in Love With Your Customer’s Pain Points - Not With Your Solutions


It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences. Customer Experience customer experience strategy cx implementation analytics

How to Design Your Website for the Best Customer Experience


Easy steps showing you how to design your website to be optimized for customer experience servicing and better support in general. Articles

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Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

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Why Too Many Choices Can Be Killing Your Bottom Line

Beyond Philosophy

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing.

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Why a Help Desk Software is Important for Your Business?

ProProfs Chat

Customer service is the driving force for any business. You may have a great product, the best marketing team, but still, fail to reach out to your target audience and retain customers. What may be the reason? A bad customer experience.

5 Memorable Email Tips to Remind Your Customers About Their Abandoned Cart


Did you know that 75.6% of online shoppers leave websites without completing the checkout process? There are several reasons users abandon carts, some are only there to window-shop and play pretend, some are still doing research, and others become distracted or simply forget to complete the purchase.

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Different people value different things (gasp!)

Up Your Service

Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Grow Customer Relationships: Strategies for Long-Term Success


The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time.

Top 10 Chatbots to transform your conversation landscape in 2019!


Imagine assigning a companion to each of your customer for their complete customer journey. Someone who can maintain proactive communication, tirelessly, 24×7. Someone who can turn the entire search process into a conversation. Sounds like a unicorn, doesn’t it?

How to Handle Food Complaints in Online Reviews


Any restaurant is bound to receive criticism about its food at some point, which makes it important for restaurant marketers to know how to handle food complaints in their online reviews. According to a Corra survey – which uses a five-point scale to judge a consumer’s likeliness to complain – people complaining “when the food is bad at a restaurant” has an average score of 3.13 out of 5 points.

Why Product Manufacturers Should Avail CAD Outsourcing Services

Magellan Solutions

How can CAD outsourcing services assist product manufacturers in designing and creating products that solve their customers’ problems? You can’t just produce a product and release it to the market without intensive research and development.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How Southwest Airlines used behavioural science to create a better boarding experience


Loyalty. How Southwest used behavioural science for CX

Why Selling Pressure impedes Service Delivery Quality

One Millimeter Mindset

Adding selling pressure to the functional responsibilities of front line and back end service teams can backfire. First, these teams are not hired, or trained, to sell. Next, these teams may not have time to sell effectively, especially when actively serving customers.

How Do Performance Metrics Reflect on Employee Soft Skills


Every employee in your call center or customer service department has their own soft skills. CX Culture

Reduce Costs and De-Risk Your Mainframe—On Your Terms


“I predict that the last mainframe will be unplugged on March 15, 1996.” . Stewart Alsop, Editor-In-Chief, InfoWorld, 1991. As it turned out, Alsop never made it into the Nostradamus Hall of Fame, and, as you probably know, the “last mainframe” was most definitely not unplugged in 1996 as predicted…nor in 2006…nor in 2016…nor, very possibly, at any point in my lifetime or yours.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Different people value different things (gasp!)

Up Your Service

Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations.

Q&A With Wiley’s Nicole Dingley: How To Nurture Your Customer Community To Fuel Your Entire Business


Brands have known for a while how powerful building a customer community can be. But, there seems to be some confusion as to what “community” should mean and how to successfully manage one. So, we asked the experts. In the latest instalment of our Customer-Powered Enterprise webinar series, I had the chance to talk to. The post Q&A With Wiley’s Nicole Dingley: How To Nurture Your Customer Community To Fuel Your Entire Business appeared first on Influitive.

Why You Should Attend DataStax Accelerate, from One Developer to Another


DataStax Accelerate , the world’s premier Apache Cassandra conference, is right around the corner, taking place May 21–23 in Washington, D.C. I couldn’t be more excited. If you’re a developer, I know what you’re thinking. Why should I attend a conference when all of the talks are going to be available online once the event ends? On LinkedIn , I recently made the case for why people like us should attend Accelerate in the flesh.

Part 2 – Podcast featuring Kathleen Peterson


Listen to Part 2 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Even freemium users deserve quality support: Here's how.


It’s a well-known business model in B2B SaaS and now it’s making headway in other industries too: the ‘freemium’ model.

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Brands, Bees and Business: Earth Day 2019 Analytics


Monday April 22 is Earth Day – and unlike quirky holidays that might not work for everyone, all brands can take part in this particular day of observation. In fact, they should. Here’s why – and how. It’s an Opportunity to Seize.

Future of Retail: How Brands Should Handle Automation In 2019

Forrester's Customer Insights

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions to Retail.” Recently, Claudia interviewed J.P.

Team Member Skills Highlight: Peter McKenzie

Call Experts

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.