Tue.Apr 16, 2019

Advocacy: Definition for Customer Success

CSM Practice

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The Most Important Question: Who’s on your Journey Mapping Team?

Heart of the Customer

Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton.

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7 Important Questions to Ask Customers for a Better Customer Experience

GetFeedback

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors.

How Does a Voice of Customer (VoC) Program Work?

MaritzCX

This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here. What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business. View Article. General

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies

Customer Bliss

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.

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Call Center Culture of Excellence – How to Build it

TechSee

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles.

Astea International Introduces Alliance Enterprise™ Spring 2019 Version Release

Astea

Astea to showcase its updated field service management and mobility platform at Field Service Palm Springs April 23 – 26. HORSHAM, PA (April 16, 2019) — Astea International Inc.,

Interactions EMEA Welcomes Stephen Fry as Keynote

NICE Systems

Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, seen or heard around the globe over multiple generations.

A Future-Proof CX Approach to Leveraging Emerging Technologies

Upstream Works

In this episode of Natilik Live, Upstream Works’ Jeff Palmer discusses a future-proof CX strategy that protects brands from the potential pitfalls of silos –system, channel, or data – and highlights how choice and flexibility are key to a winning CX strategy.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Talking Company Culture, Entrepreneurship & LinkedIn’s Reach with Swish Goswami

Michel Falcon Experience

In this interview I sit down with Trufan’s founder, Swish Goswami, to talk about how he motivates his team, what type of culture he’s looking to build at his business and why he’s going hard on LinkedIn with content.

How Social Listening Can Power EUFA Champions League Sponsorships

NetBase

Sports sponsorships can mean big visibility – and big business – for brands. Or they can mean big headaches when the face of your sponsorship behaves badly. With the UEFA Champions League in the midst of the Quarter Finals, let’s break down some pros and cons, using examples from European football.

How to Increase Product Adoption Rates: Tips for SaaS Enterprises

Totango

Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product.

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The Beginner’s Guide to Identifying Beta Program Metrics

Centercode

What are beta program metrics exactly? Which ones are important? Why do I need them? These are the types of questions that suddenly pop into the minds of product and program managers when an executive team comes looking for Key Performance Indicators (KPIs).

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Debunking Myths in Location Data: Accuracy and Ad Fraud

Gravy Analytics Lead Intelligence Blog

In part two of our “Debunking Myths in Location Data” series, we explore accuracy and ad fraud. Myth: Too much of the location data in the market is fake. Data vendors often try to supplement the limited data they own

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Rolling Out Truly Radical Changes to Delight Customers — and They are Absolutely Genius Ideas

Solvvy

Last week, I had the pleasure of speaking on a webinar with New York Times best-selling author, Joseph Michelli. We discussed truly radical changes companies can make to create moments that matter — not just for the customer, but for the business as well.

Closure experiences: The importance of endings in the consumer lifecycle

MyCustomer

Loyalty. Why the ends of customer lifecycles are important

SEO Research Secrets, Schema Shifts, and the Power of Entity-Based SEO

Grade.us

All SEOs do research, but Bill Slawski, President of SEO by the Sea and the director of research at GoFishDigital , looks in places not everyone thinks to look.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Amazing Business Radio: Sandy Rogers

ShepHyken

Lead with Loyalty with Guest Sandy Rogers. Enhancing the Customer Experience Through Emotional Engagement. Shep Hyken interviews Sandy Rogers.

The 5 Biggest Mistakes in SMB Online Service

Help Scout

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever.

How to Get Hired as a Customer Success Director

Gainsight

In January, as a result of a merger, I started to search for a customer success leadership position. Over the course of a few months, I met with many CS leaders and got to hear about their challenges and also learned many lessons about the search process.

How Contact Centres are Improving Customer Service

CSM Magazine

Those who have worked in a call centre will know how tough a job it is. In fact, call centres as a whole face an incredibly difficult task as the first point of contact for an extensive range of customer queries, from key sales calls to serious complaints.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

How Quick Replies Can Be Effective For Live Chat

kommunicate

According to research, 52% of consumers repurchase from companies which offer live chat support. That’s why growing industries prefer to integrate the live chat option with their website nowadays. Moreover, the same research finds that 79% of industrialist thinks that live chat grows sales, revenue, and customer loyalty. One of the most important factors live [.]. The post How Quick Replies Can Be Effective For Live Chat appeared first on Kommunicate Blog. Customer Support Guest Post

Smarter Demos: Making Collaborative Video Possible

Smarter CX

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 9th video in the Smarter Demos series, we take a look at some of the latest CX tech enabling dynamic content marketing.

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How to Build Internal Relationships with Other Groups – Part I

Strikedeck

Kim shares her experience on how CS can build strong bonds with Support, and Product, QA, & Engineering teams. Customer Success Customers Onboarding saas value realization

How Can You Make Mentoring More Effective?

Aquila Insight

We explored what makes for an effective mentorship relationship with three Booth experts. The mentorship model has had a long run: with roots stretching back to ancient Greece, it still plays a key role in the instruction of the next generation of leaders. And this is true across many disciplines, from science to education to business. But it’s evolved a lot, especially in recent years.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.