Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. Yet, somehow these departments have been separated. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Maybe that’s down to the leaders of success teams wanting to gather all the valuable pieces of the customer relationship as theirs?

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Experience Investigators by 360Connext

OCTOBER 16, 2017

Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most customer-centric thing you might read today! “Even lawyers have a sense of humor.” This refrain gained a lot of traction quickly!

Customer Centricity 175

Customer Centricity Culture Customers Consulting 175

AskNicely

OCTOBER 16, 2017

All good things come in twos… Biscuits and gravy. Fish and chips. Rocky I and Rocky II. Mitchell Hanson and Ezekiel Rudick. Mitchell ( NOT Mitch) and Ezekiel ( sometimes Zeke) both based in the Pacific Northwest join our Portland team to help support rapid growth and community building efforts across the globe. . With Mitchell joining our team as VP of Marketing (overseeing all things marketing) and Ezekiel joining as Content and Community Manager (managing our content and community devel

Net Promoter Score 150

Net Promoter Score Effort Score Meeting Marketing 150

ijgolding

OCTOBER 16, 2017

On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, ‘What Does it Take to be a Customer Experience Professional’ It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND one that continues to grow at a rapid rate.

Customer Experience Professionals 144

Customer Experience Professionals Customer Experience Tourism Knowledge Base 144

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Kerry Bodine

OCTOBER 16, 2017

A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland. The morning before his stay, he received an email from Marriott, encouraging him to “Use Mobile Check-In to access Elite benefits.” He read through the email and saw that one of those benefits was mobile requests: “Start making mobile requests using your app.

Hotels 120

Hotels Customer Journeys Communication Interaction 120

Wired and Dangerous

OCTOBER 16, 2017

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eyesight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regularly scheduled check-up? We have been working to create a short, but important check-list to review how you are doing.

Fashion 98

Fashion Social Media Analysis Survey 98

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online 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. Engage Your Front Line To Increase Your Bottom Line by Beth Benjamin and Emma Sopadjieva. (Forbes) Your frontline employees often know what’s wrong in your company before you do.

Customer Service 77

Customer Service ROI Retail Touchpoint 77

Influitive

OCTOBER 16, 2017

There are so many ways to identify and nurture advocates that sometimes you might miss the easy wins right under your nose. When your customers are in town for a vacation, conference, or business meeting, why not invite them to visit your office? Customer visits are a great way to deepen relationships with your advocates, as well.

Engagement 69

Engagement Conference How To Meeting 69

Amity

OCTOBER 16, 2017

Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers. 1. Empower Your Employees.

Social Media 61

Social Media Exercises Policies Training 61

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Customers

Happy or Not

OCTOBER 16, 2017

HappyOrNot and ZeroCater, Silicon Valley’s fastest-growing corporate catering and snacks company, have teamed up to use in-office customer feedback tools to provide data-driven customer service in high-growth startups and enterprise corporations. The post HappyOrNot and ZeroCater bring instant customer feedback to the table for high-performing tech companies nationwide appeared first on HappyOrNot.

Feedback 52

Feedback Company Tools Customers 52

Amity

OCTOBER 16, 2017

Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers. 1. Empower Your Employees.

Social Media 52

Social Media Exercises Policies Training 52

Strativity

OCTOBER 16, 2017

Most companies agree that having an exceptional customer experience is a good thing. Customer experience transformations can produce benefits such as more loyal and satisfied customers; improved sales, marketing, and service capabilities; and increased employee engagement. But, oftentimes, firms struggle to forecast and measure the true economic value of such programs.

Return on Investment 45

Return on Investment Customer Journeys ROI Customer Experience 45

Escalent

OCTOBER 16, 2017

It’s not uncommon for financial services market researchers to have to share results that are not what clients and their stakeholders were hoping to hear.

Banking 49

Banking Financial Marketing Customers 49

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Communication

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Bringing Call Centers Into the Modern Age. Session Host / Moderator: Robert Sur, Head of Platform, Talkdesk.

Self Service 40

Self Service Contact Center Call Center Video 40

Chattermill

OCTOBER 16, 2017

How Amazon could change CX in grocery retail. by Jack Miller on 17 Oct 2017. customer experience. nps. grocery. Following on from Amazon's takeover of organic grocery retailer Whole Foods, the grocery market should prepare for a massive shakeup in customer experience. Amazon now officially owns Whole Foods. Amazon, backed by its customer experience knowhow, breakthrough technology, and competitive pricing strategies has the potential to disrupt the current retail landscape and bring about massiv

Retail 40

Retail Analysis NPS Customer Journeys 40

Confirmit

OCTOBER 16, 2017

Deloitte's 2017 Global Human Capital Trends research revealed that one of the tenets of building an organization ready for the future is intentionally designing it for speed, agility and adaptability. As a result, organizations should have to rethink how they structure their work, design their teams, develop their employees, and ask themselves what they need to do differently to improve the talent experience.

Employee Engagement 40

Employee Engagement Engagement Insurance Financial 40

Strativity

OCTOBER 16, 2017

Most companies agree that having an exceptional customer experience is a good thing. Customer experience transformations can produce benefits such as more loyal and satisfied customers; improved sales, marketing, and service capabilities; and increased employee engagement. But, oftentimes, firms struggle to forecast and measure the true economic value of such programs.

Return on Investment 40

Return on Investment Customer Journeys ROI Customer Experience 40

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Tips

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Bringing Call Centers Into the Modern Age. Session Host / Moderator: Robert Sur, Head of Platform, Talkdesk.

Contact Center 40

Contact Center Self Service Call Center Video 40

Verint

OCTOBER 16, 2017

You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify to these benefits of having our own online community. However, developing it required a good bit of time, thought and energy.

Strategy 31

Strategy Technology Social Media Company 31

Vonage

OCTOBER 16, 2017

We’ve all experienced bad customer service. Waiting for what seems like hours on hold just to ask a simple question, being juggled from person to person and never receiving the help we need, rude representatives making us feel like we’re wasting their time with our inquiries. However, despite the fact that we’ve all found ourselves in these situations, our patience for it is growing thin. 60% of consumers have higher expectations in regards to customer service than they did just one year ago, an

Customer Service 163

Customer Service Infographics Poor Customer Service Tips 163

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. When an organization is truly focused on the outcomes and success of customer relationships, it can positively impact a company culture from nearly every angle.

Culture 41

Culture Customer Success Company Customer Journeys 41

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