CloudCherry

SEPTEMBER 6, 2018

Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers.

Analytics 221

Analytics Analysis NPS Financial 221

Alida

SEPTEMBER 6, 2018

The retail apocalypse may just have to wait. Reports of the industry’s collapse have made business headlines for the past year, with one Business Insider article proclaiming, “The retail apocalypse has descended on America,” while a Bloomberg article claimed retail’s decline is “really just beginning.”. But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely.

Retail 243

Retail Company e-support Competitive Advantage 243

iPerceptions

SEPTEMBER 6, 2018

Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity.

Customer Experience Management 153

Customer Experience Management Analysis CEM Customer Experience 153

Kayako

SEPTEMBER 6, 2018

Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone. Customers would rather not have to talk to anyone when they’re running into trouble, but would ultimately rather not have any trouble at all. So, when they reach out to you, if you provide them with an experience that is less-than-stellar, it can make the whole thing feel even worse.

Policies 219

Policies Customers Customer Experience Examples 219

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

GetFeedback

SEPTEMBER 6, 2018

Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

Employee Experience 150

Employee Experience Customer Experience Connections Employee Engagement 150

Help.com

SEPTEMBER 6, 2018

Most people don’t have positive feelings about call centers. Industry research shows that 90% of customers don’t like talking to interactive voice menus , which is a nearly universal experience in corporate customer service. According to Marchex , the average American will waste 12 days of their life just waiting on hold. T-Mobile CEO John Legere recently announced some major changes to their customer care that he thinks will revolutionize the way customers feel about reaching out to his company

Customer Service 133

Customer Service Strategy Call Center Customer Care 133

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

Employee Experience 150

Employee Experience Customer Experience Connections Employee Engagement 150

Customer Bliss

SEPTEMBER 6, 2018

In my new 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. The following is a lightly edited transcript of the video below. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences.

Chief Customer Officer 111

Chief Customer Officer How To Video Course 111

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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

Michelli Experience

SEPTEMBER 6, 2018

Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group. To maximize the effectiveness of a persona-based journey map, you must do three things well – validate, educate, and activate. Save Save. The post Validate, Educate, and Activate the Customer Journey Map {Infographic} appeared first on Joseph Michelli.

Customer Journeys 100

Customer Journeys Infographics Groups Customers 100

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […].

Customer Journeys 87

Customer Journeys B2B Customers Data 87

Retently

SEPTEMBER 6, 2018

One of the biggest advantages of Net Promoter Score © is its versatility. Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. This brings up an interesting question: Is it better to survey customers on a regular basis, such as for instance bi-annually, or after an important event or transaction?

NPS 70

NPS Net Promoter Score Survey Touchpoint 70

Amity

SEPTEMBER 6, 2018

If you happen to be a CSM or manage a CS team, you have the challenging job of retaining customers, looming deadlines, and trying to manage daily stresses. We know you are trying your best; but let’s face it, the struggle is real. But not to worry! We came up with a few solutions you should consider before worrying yourself to death. Take time out for yourself.

Management 68

Management Tips Self Service Resources 68

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Communication

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and walked through our customer journey mapping process – how you first collect companies’ hypothesis and existing data, then go out to their customers, interviewing them in their places of work (they’re a B2B company), and bring that voice of the customer back to your teams […].

Customer Journeys 60

Customer Journeys B2B Customers Data 60

Wootric

SEPTEMBER 6, 2018

This post was contributed by Reuben Yonatan, CEO @ GetVoIP , a leading VoIP systems comparison guide that connects shoppers with relevant providers. While Customer Success may be a newer function than sales, it’s only growing in popularity. For those who don’t know what Customer Success is, it is the way businesses ensure customers are using their product or service to achieve their desired outcome.

Customer Success 69

Customer Success Tips Comparison Social Media 69

Amity

SEPTEMBER 6, 2018

Everything always seems to start so right, from the initial sign off to adoption, you always think that this one’s the one, the one customer that will reciprocate all of the care and attention you’ve given them by becoming a forceful advocate. And then. Then. They churn. Below is a helpful list filled with insight from some of the industry's top professionals on dealing with churn.

Metrics 64

Metrics Consulting Customer Satisfaction Customer Success 64

Magellan Solutions

SEPTEMBER 6, 2018

Do you agree that experts can make a lot of things easier than it usually seems? Of course, it does! With billing services managed by adept and knowledgeable agents, you don’t need to worry on the multitudinous calls you receive from your customers each day. Importance of billing services. Especially if your business or financial institution deals with cashless transactions, billing services are important because it plays a vital role in improving customer service as well as in building a positi

Customer Service Representative 65

Customer Service Representative Financial Advertising Customer Service Training 65

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Tips

ReviewTrackers

SEPTEMBER 6, 2018

Finding the Right Reputation Marketing Company. How consumers perceive your brand — and what your own customers publicly say about you — can have a big impact on your business reputation. No matter the size or type of your business, you need to be able to manage online reviews, social media comments, customer feedback, and other types of user-generated content that might affect your reputation.

Company 56

Company Marketing Social Media How To 56

Kustomer

SEPTEMBER 6, 2018

How do you empower your customer service agents to deliver a great experience and delight customers? How do you hand down your company’s vision and purpose, so that they can bring that to all of your stakeholders? Well, we thought we’d speak with Michael Pace to find out. Michael is the Principal and founder of the consultancy The Pace of Service , which helps organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership.

Exercises 61

Exercises Handbook e-support Contact Center 61

Up Your Service

SEPTEMBER 6, 2018

At UP! Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program. We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist. Why is leadership engagement important?

Leadership 53

Leadership Culture Engagement How To 53

One Millimeter Mindset

SEPTEMBER 6, 2018

How would you rate your own customer retention performance? You know. How well you, yourself, perform once the deal is won, the contract comes in-house and is played out in real-time? That critical time-period, the post-sale handoff of the contract for execution, involves more than a digital document passing through a CRM. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention.

Customer Retention 48

Customer Retention Sales CRM Customers 48

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

dscout People Nerds

SEPTEMBER 6, 2018

Neuroscientist Tali Sharot on why humans are wired for optimism, influence, and imagination.

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Avaya

SEPTEMBER 6, 2018

They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every smart company today is looking beyond the expected product or service to radically improve the quality of the experiences they create. They’re focusing less on price points and more on touchpoints. The way I see it, companies won’t make it to 2020 if they don’t start adapting now.

Communication 43

Communication Customer Expectations Survey Touchpoint 43

Happy or Not

SEPTEMBER 6, 2018

As Regular Season Play Winds down, HappyOrNotTM added to Roster! September 6, 2018: With regular season play coming to an end, the A’s have the best post All-Star break record in baseball and are in contention for a wild-card spot in the playoffs. Nothing makes for happier Fans than winning on the field! With the addition of […]. The post Oakland A’s Looking to Score Big with Fans appeared first on HappyOrNot.

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48

Playvox

SEPTEMBER 6, 2018

Call center management is rarely easy. One factor that adds ongoing challenge to running a successful, high-performing call center that achieves real results? Following the latest, most innovative trends to keep delivering the customer service your callers expect. Changes introduced to common call center processes are typically a combination of adapting to customer feedback and new business ideas.

Call Center 40

Call Center Trends Innovation Feedback 40

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Training

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. It is their experience.” Crowley is responsible for leading her team’s efforts to create cohesive customer experiences that are emotionally and seasonally relevant and aligned with strategic company objectives.

Customer Journeys 40

Customer Journeys Retail Omni-Channel Entertainment 40

Peter Lavers

SEPTEMBER 6, 2018

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . This list features influencers who are contributing to the customer service industry in an outstanding way. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), and is an IBM Futurist and SAS Collaborator.

Customer Service 40

Customer Service Automotive B2C CRM 40

inmoment

SEPTEMBER 6, 2018

Technology and services are must haves in our fast paced, hectic lives. We go along smoothly from one task to another until there is a hiccup. These disruptions can be harmless or throw us completely off balance. With our lives disrupted, we have to do something to restore order and get things back on track. We might go to the website and read FAQs, or ask a friend for advice.

Contact Center 40

Contact Center Data Customer Experience Touchpoint 40