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


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.

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

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


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

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Episode 47 – How to Best Respond to Customer Feedback

Kristina Evey

Shownotes… Customer Experience is taken to a higher level when based on customer feedback and engagement. Review sites allow customers … Read More Episode 47 – How to Best Respond to Customer Feedback. The post Episode 47 – How to Best Respond to Customer Feedback appeared first on Kristina Evey. Customer loyalty Perception Podcasting Service Recovery Social media

Call Center Culture of Excellence – How to Build it


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 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.,

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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The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Amazing Business Radio: Sandy Rogers


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

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.

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


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.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

How to Increase Product Adoption Rates: Tips for SaaS Enterprises


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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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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The Beginner’s Guide to Identifying Beta Program Metrics


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).

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


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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

CEO’s Guide to Growth through Customer Experience Alignment

Answer Dash

Recognizing and Improving Employee Performance with a Ranking System


Do you give your employees the recognition they deserve? HR Management for CX

Closure experiences: The importance of endings in the consumer lifecycle


Loyalty. Why the ends of customer lifecycles are important

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


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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Get Hired as a Customer Success Director


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.

The Road Ahead: Emotions and The Future of Self-Driving Cars

Chadwick Martin Bailey

We recently published self-funded research exploring the impact of consumer emotions on the emerging autonomous vehicle (AV) industry—the latest in our ongoing analysis of the relationship between emotion and disruptive technology.

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.

How to Build Internal Relationships with Other Groups – Part I


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

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.