5CA

SEPTEMBER 4, 2019

Company 40

Company Customer Experience Customers 40

SurveySensum

SEPTEMBER 4, 2019

If your business would like to celebrate One thing – then it would be the love of your customers. Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand. If you can measure the current customer love, then your business can improve and drive impact.

Customer Experience Management 70

Customer Experience Management Customer Experience Tips Management 70

One Millimeter Mindset

SEPTEMBER 4, 2019

Many of my clients engage in short storytelling, instead of telling the stories stakeholders and clients really want to hear. As a result, their stories lack dimension, details and credibility. In addition, these stories stop short, just when clients want the story to continue. Consequently, clients feel short changed, rather than engaged. Why continue to fall short of their expectations?

Meeting 61

Meeting Sales Engagement Customer Success 61

InMoment XI

SEPTEMBER 4, 2019

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on. Today, the unavoidable fact is that people make decisions and invest their loyalty based mainly on experiences, not necessarily the nuances.

Consumers 320

Consumers Innovation Loyalty Interaction 320

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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

Customer Bliss

SEPTEMBER 4, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. “Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.” Does that sound familiar to you?

Survey 210

Survey Video Feedback Engagement 210

ShepHyken

SEPTEMBER 4, 2019

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers. This pattern mirrors one found in the entertainment business—the four stages of an actor.

Entertainment 112

Entertainment Innovation Leadership Customer Service Training 112

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

CustomerSuccessBox

SEPTEMBER 4, 2019

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). Like all other roles, this one has its own challenges but there are a whole lot of fun bits too. There are days when you feel the Lord is testing your patience, but there are other ones which are oh-so rewarding.

How To 78

How To Roadmap Customer Success Training 78

Joe Rawlinson

SEPTEMBER 4, 2019

Ever had that moment where you’re working your fingers to the bone to follow all these marketing trends, building your email lists, publishing share-worthy content and basically rocking your customers’ world…. But then, when you look at the revenue and the money you put in, you think “Where did all the money go?” You get frustrated and fret that you’re doing all the wrong things.

Sales 68

Sales How To Advertising Marketing 68

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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

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates. The Consumerization of B2B.

B2B 73

B2B Self Service Chatbots B2C 73

Oracle

SEPTEMBER 4, 2019

If there’s one thing that’s true about customer experience (CX), it’s that it is ever-changing. With data and tech improvements in all industries, consumers are — rightfully — expecting more and more from the companies they buy from. Here we take a look at how executives, like Oracle’s CEO Mark Hurd, as well as industry analysts and research firms view modern changes in customer experience and how organizations can keep up.

Connections 71

Connections Customer Experience B2C B2B 71

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. Author: Pauline Ashenden - Marketing Manager Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

UJET

SEPTEMBER 4, 2019

Instacart removes the time and inconvenience of grocery shopping and gives it back to customers. As an on-demand service, it also offers the opportunity for people to supplement their incomes by picking groceries from a wide selection of stores and delivering them to customers’ doors. Instacart services over 4,000 cities across all 50 U.S. states. It is also available in over 70% of the households in Canada.

Case Study 56

Case Study Study Customers 56

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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,

Tips

NetBase

SEPTEMBER 4, 2019

Do you know which metrics to monitor when facing a social media crisis ? Get a pen ready and write these crisis management metrics down for future reference! Seconds count went you’re tasked with putting out an online fire. Metric #1: Sentiment-in-motion. You’ll want to be tracking sentiment before, during and after a crisis, to have a full account of the fallout.

Social Media 63

Social Media Metrics Management Effort Score 63

Customercount

SEPTEMBER 4, 2019

CustomerCount launches employee experience measurement application to improve inefficient processes and influence hiring decisions. Continue reading → The post Employee experience measurement application launched appeared first on CustomerCount.

Employee Experience 60

Employee Experience Measurement 60

inSided

SEPTEMBER 4, 2019

Customer engagement is at the heart of Customer Success strategies in B2B Software companies. Why? Not only is it a key indicator for customer retention, increasing engagement is a sure-fire way to get feedback on your product while facilitating the sharing of best practices between your users. That said, driving customer engagement doesn’t just happen overnight, and there are many different ways you can go about it.

Customer Success 56

Customer Success Social Media B2B Customer Retention 56

CSM Magazine

SEPTEMBER 4, 2019

Any thriving business—whether it’s a small, medium, or large enterprise—will tell you that the ultimate end goal of their operations is to secure as much profits as possible. The only way to make this happen is to continuously convert prospects into customers or secure the loyalty of existing customers that repeatedly avail the business’ products or services.

Loyalty 55

Loyalty Loyalty Programs Social Media Advertising 55

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

Customercount

SEPTEMBER 4, 2019

Nominations for the coveted 2019 CustomerCount Customer Engagement Professional (CEP) Resort Trades Award are now open. Continue reading → The post Customer Engagement Professional Award Opens appeared first on CustomerCount.

Customer Engagement 53

Customer Engagement Engagement Customers 53

The DiJulius Group

SEPTEMBER 4, 2019

The following is content taken from John’s new book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. (October 2019 Greenleaf Books) “The world is becoming a little less human, and that has a cost. So it’s time for leaders in the business world to think about how they can recognize. Read Full Article. The post How To Win The Technology Revolution appeared first on The DiJulius Group.

Technology 49

Technology How To Groups Connections 49

Education Services Group

SEPTEMBER 4, 2019

Leading and lagging indicators provide useful ways to look at the cause and effect relationship among various KPIs. It can get a bit complicated the deeper you dive. To keep things simple, think about breaking things down to an ACTIONS=RESULT (Visual here?) equation, where leading indicators represent the action and lagging indicators the result. To apply this, take the result you’re looking to achieve (your lagging indicator) and work backwards to identify what actions are needed (the leading i

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

COPC

SEPTEMBER 4, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. — Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

Financial 40

Financial Analysis System Innovation 40

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Training

Waypoint Group

SEPTEMBER 4, 2019

Capturing the Win: A Conversation about Actively Listening to Customers. Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here ) sat down recently with Steve Bernstein, CEO and creator of the B2B-centric customer engagement solution, TopBox , to talk about Dennis’s experiences with active listening as a means to strengthening customer relationships.

Examples 40

Examples Net Promoter Score Feedback Survey 40

West Monroe

SEPTEMBER 4, 2019

It’s news that many of us saw coming: Salesforce is in the process of acquiring ClickSoftware Technologies, Inc. in a deal valued at $1.35B in cash and stock. This comes on the heels of Salesforce’s largest acquisition ever , Tableau Software, in a deal valued at roughly $15B. The combination of Salesforce and ClickSoftware will create a newly combined force of strategic vision and strength in execution–news that is likely putting competitors like Microsoft, SAP, and Oracle on high alert.

Conference 40

Conference Consulting Industry Software 40

Qualtrics

SEPTEMBER 4, 2019

Before SAAS was even a thing, Melissa Kantor was working with Silicon Valley startups to implement advanced HR tech platforms. And after a jump across the pond to the UK, she enjoyed stints at some of the world’s largest firms – PWC, BNY Mellon and IBM – delivering huge HR infrastructure projects. In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well.

Analytics 47

Analytics Groups Metrics Employee Experience 47

Keatext

SEPTEMBER 4, 2019

The post Improving customer care with AI text analytics appeared first on Keatext.

Customer Care 56

Customer Care Analytics Customers Customer Experience 56

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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

SEPTEMBER 4, 2019

The report “Connected Solutions Are A Catalyst For Tech-Driven Innovation” highlights how technology-driven innovation by telcos and network equipment vendors can help CIOs from outside the telecoms sector with their innovation initiatives.

Innovation 41

Innovation Report Connections Technology 41

Qualtrics

SEPTEMBER 4, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Jason’s “Why Qualtrics” story. I love to help solve problems for people around me – family, friends, colleagues, customers, partners…even strangers I meet on the street. Nothing beats bringing about a smile on the face of someone in need by offering help.

Sales 37

Sales Culture Tips System 37

Forrester's Customer Insights

SEPTEMBER 4, 2019

An Oklahoma court ordered Johnson & Johnson to pay $571 MM for involvement in “false, misleading, and dangerous marketing campaigns” that contributed to the state’s opioid crisis. Here’s both a risk and brand perspective on why business leaders should care. J & J Shares Recover – But Their Reputation May Not Our Security & Risk […].

Marketing 39

Marketing Brands B2C Employee Experience 39