GetFeedback
FEBRUARY 12, 2019
Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty.
InMoment XI
FEBRUARY 12, 2019
QR Codes Offer Convenience, Choice, and Enjoyment When Giving Feedback A well-known automotive manufacturer, and MaritzCX client, was interested in giving its customers and employees a convenient choice for solicited feedback. The client was open to innovative technologies and methods that made surveys easier to access and more exciting to complete.
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Kristina Evey
FEBRUARY 12, 2019
Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read More Episode 38 – Loyal Employees Breed Loyal Customers. The post Episode 38 – Loyal Employees Breed Loyal Customers appeared first on Kristina Evey.
Customer Bliss
FEBRUARY 12, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. .
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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.
GetFeedback
FEBRUARY 12, 2019
Now companies can collect real-time, quality feedback from on-the-go customers with GetFeedback's SMS survey feature: SMS Invitations.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 12, 2019
A Social CRM. Growing Your Business by Growing Your Soul. Shep Hyken interviews Jon Ferrara. They discuss his company Nimble , the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue… He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara: Jon Ferrara created GoldMine, the pioneer CRM program, by synthesizing existing technologies at the time.
Heart of the Customer
FEBRUARY 12, 2019
Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. Prime manages pharmacy benefits on behalf of health plans, employers and government programs. I interviewed her to better understand their role, and how they help Prime improve the customer experience. Could you start off by describing […].
Gainsight
FEBRUARY 12, 2019
I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). When I dig into this some more, the most actionable root causes turn out to be a few things: We are not aware of the shifting priorities at our customers’ businesses (hence we cannot keep up with change in what “value” means to them).
Esteban Kolsky
FEBRUARY 12, 2019
[link] ? Invest the 5-10 minutes to read it, totally worth it. Quotage… “The secret to persuasion, influence, and motivation is a formula deeply grounded in storytelling.”.
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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.
datastax
FEBRUARY 12, 2019
I like the analysts at the 451 Research Group. They’re smart, experienced, no-nonsense, and have a good track record of identifying meaningful movements in the technology space. So when they released their report on 2019 IT trends , I made sure to get my copy and thoroughly go through it. Some of their identified trends will be instantly recognized by anyone keeping up with our industry—data becoming increasingly important among successful organizations, a ‘no-trust’ security model being impleme
Oracle
FEBRUARY 12, 2019
Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 10 of these sessions will focus specifically on cross-cx trends and technologies. **Ready to register for Oracle Modern Customer Experience 2019?
Michel Falcon Experience
FEBRUARY 12, 2019
In this video I’m going to share three employee engagement training strategies that I use in my business. I know that they work so I’m confident that they’re going to work for you too. The first is how your employee onboarding strategy has been built out. A lot of companies don’t have an employee onboarding strategy and it is the best opportunity to be able to increase employee engagement on day one of the employee’s tenure with the company.
ProProfs Chat
FEBRUARY 12, 2019
On a scale of 0-10, how likely are you to share this article? This would be my Net Promoter Score question to you. These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score. But what exactly is Net Promoter Score and how do you calculate it? Defining Net Promoter Score.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Centercode
FEBRUARY 12, 2019
The spread of talent within the Customer Validation industry makes for brilliant conversations. These gatherings are rare, but each one offers incredible insights into both the state of Beta Testing and the professionals leading the charge. That’s in part why the Centercode User Group is one of our favorite events of the year. The attitudes and energy of the professionals we have the privilege to work with show how much passion there is for building better products.
Thematic
FEBRUARY 12, 2019
Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization. What is a customer journey map? Let’s firstly define what a customer journey is. It’s literally every experience your customers have with you, so a customer journey map is then a visual representation of this.
Quadient
FEBRUARY 12, 2019
Insurers are still playing catch-up with the needs and expectations of today’s digital savvy customers. These hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis.
Feedb
FEBRUARY 12, 2019
First, let’s define in simple terms what are first party and third party reviews: 1st Party Reviews: submitted directly to you by your customers. 3rd Party Reviews: submitted to a 3rd party review site. First Party Reviews. These type of reviews are not just for eCommerce websites any more. Local service companies can now have reviews left directly by customers and get them recognized by Google as long as they show signs of being real and comply with guidelines.
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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?
Gainsight
FEBRUARY 12, 2019
So it’s starting to look like a pretty ingenious career move to get into the customer success profession. On LinkedIn’s latest jobs report— the most promising jobs of 2019 —Customer Success Manager clocked in at number six. And that’s all part of a larger, worldwide trend toward customer success as a new frontier of business—and gainful employment.
delighted
FEBRUARY 12, 2019
When you’re juggling feedback from multiple sources and various customer segments, customer experience survey data analysis can get very overwhelming, very fast. That’s why today, we’re very excited to introduce the much-requested Reports section of the Delighted platform, which is made up of three features: Snapshot, Over Time, and Pivot Table. With Snapshot and Over Time, you’ll be able to visualize your survey results in presentation-ready charts instantly.
MyCustomer
FEBRUARY 12, 2019
12th Feb 2019. T. What financial institutions do you know that have been viewed as the epitome of trust and empathy for the last 243 years? Building. By. TomHuxtable.
Education Services Group
FEBRUARY 12, 2019
When the iPad launched in 2010, people couldn’t seem to figure out what it was for. The New York Times’ David Pogue said , “In 10 years of reviewing tech products for The New York Times, I’ve never seen a product as polarizing as Apple’s iPad.” Tech writers wondered why anyone would want a touchscreen-only computer with no ports other than Apple’s proprietary 30-pin dock.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
NetBase
FEBRUARY 12, 2019
Every company has different ideas around how to manage emerging technology and ways to incorporate it into day-to-day operations. Some are better at this than others, and it’s important to have a realistic view of where you land on that ‘ability to adapt’ spectrum. The social sentiment analysis maturation model is one (entirely relevant) measurement to gauge this ability, while providing tips around leveling up and the many things possible when you do!
Clarabridge
FEBRUARY 12, 2019
In 2015, the Oxford English Dictionary named , aka the “Face with Tears of Joy” emoji, as its word of the year. This news may have prompted you to feel like , , , , or. Emoticons and emojis are widely attributed as emblems of Internet communication, but, contrary to popular belief, emoticons are actually not a new invention. At the end of the nineteenth century, Ambrose Bierce, an American editorialist, suggested different ways to manipulate punctuation to better represent tone.
Forrester's Customer Insights
FEBRUARY 12, 2019
Back in August of last year, I asked for good examples of augmented reality (AR), virtual reality, and mixed reality (MR), all together known as extended reality. Unsurprisingly, I saw plenty of examples of the type my original post complained about: visually stunning but almost entirely useless for anything other than showing off. Then there […].
Strikedeck
FEBRUARY 12, 2019
Robert shares his best tips for how to speak to customers so that they are inclined to listen and understand.
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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.
Happy or Not
FEBRUARY 12, 2019
My first post in this four-part Healthcare Blog series New Technology and The Customer Experience, recapped a very informative webinar by Alverno Laboratories (watch the recorded webinar here). Focused […]. The post Patient Feedback and the Role It Plays in Improving Patient Experience appeared first on HappyOrNot.
Forrester's Customer Insights
FEBRUARY 12, 2019
Finovate Europe is back in full swing, so we wanted to share our impressions of day one. Here are Benjamin’s thoughts: And some further reflections by Aurélie and myself.
Lithium
FEBRUARY 12, 2019
The month of January is always a busy time as we kick off the new year, and our Community gave us a glimpse of these new initiatives and activities to come. We announced our Spredfast + Lithium London Summit , which will be held on the 3rd of April, and we celebrated Community Manager Appreciation Day. And of course, we had our top three most kudoed authors for the month of January!
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