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

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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.

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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

7 Important Questions to Ask Customers for a Better Customer Experience

GetFeedback

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers. Articles

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Interactions EMEA Welcomes Stephen Fry as Keynote

NICE inContact

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.

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

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.

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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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.,

Debunking Myths in Location Data: Accuracy and Ad Fraud

Gravy Analytics

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

Data 90

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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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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

CEO’s Guide to Growth through Customer Experience Alignment

Answer Dash

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

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).

Recognizing and Improving Employee Performance with a Ranking System

PlayVox

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

Closure experiences: The importance of endings in the consumer lifecycle

MyCustomer

Loyalty. Why the ends of customer lifecycles are important

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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 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.

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.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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 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.

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

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.