Vonage
JULY 3, 2018
There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Do you know who else is listening? Venture capitalists. Investors take customer success seriously when assigning value to your business.
TechSee
JULY 3, 2018
“Instruction manuals” The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes. But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily.
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Michelli Experience
JULY 3, 2018
Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. When customer experience designers like myself would suggest that touchpoint maps need to be upgraded to customer journey maps we often encountered a lot of blank stares.
QuestionPro Audience
JULY 3, 2018
To celebrate America’s Independence Day, we put together this infographic with facts and figures to show how Americans are celebrating. Please refer to the firework section before you light anything tomorrow! We wish you a happy and safe 4th of July from QuestionPro Audience.
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.
AskNicely
JULY 3, 2018
Marketing and Customer Success: Do you know how to activate your Wonder Twin powers? . Wait, who or what are Wonder Twins? You may remember the the Wonder Twins from the SuperFriends cartoon TV series. They are Zan and Jayna, alien siblings from the planet Exxor with shapeshifting abilities — but they can only activate them when they touch hands. Zan has the ability to morph into any form of water, while Jayna can transform into any animal.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Second to None
JULY 3, 2018
Creating a product that excels in comparison to your competitors is an obvious goal for brands in any industry, but sometimes establishing customer relationships requires more than a great product. This is especially true for those brands that place their awesome products into big-box stores like Costco , Walmart or Home Depot. However, even though there is a disconnect between your organization and the way that your product is displayed, from a customer’s perspective, the crux of responsibilit
Oracle
JULY 3, 2018
Every click across your organization’s unique buyer’s journey can help you surface more in-depth, functional stories about your customers. With this information, CX teams can preempt problems before they happen, develop personalization programs, and make product recommendations with precision. Buyer’s journeys become more efficient, as a result.
CX Advantage Walker
JULY 3, 2018
A roadmap is only beneficial if it helps you get to where you want to go. If streets are omitted or mismarked, the map impedes your ability to reach your destination. In essence, it loses its value. The same principles apply to a customer journey map. When the journey map clearly represents the full experience. Continue reading. The post Getting the Most out of Customer Journey Maps appeared first on CX Advantage.
Solvvy
JULY 3, 2018
For growing companies (like us!), growth and churn are two important areas of focus–while often times it’s easier to focus and highlight growth because it’s more exciting and sexy, churn is equally important and should not be swept under the rug and dismissed. Understanding why customers churn is critical to how you continue to position, sell, and support your customers and to build your product and business.
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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.
One Millimeter Mindset
JULY 3, 2018
It is time for a mid year workforce innovation break! Are you ready to refresh and recalibrate your brain? This midyear workforce innovation blog post review links to the top 5 blog posts that readers find relevant and valuable. Make the workplace more collaborative, productive and profitable, in the process. It is far too easy to get caught up in the tunnel vision of doing our jobs.
Playvox
JULY 3, 2018
In the current cut-throat and intensely competitive market environment, effective customer support is the surest way to ensure that the products and services provided by your organization are of the highest quality and have the extra edge over your competitors.
Keste
JULY 3, 2018
Shortened product life cycles and heightened customer demands have increased the complexity of the supply chain. From cars to containers, food to skin care, manufacturers and sellers are under constant pressure to speed up product development and shipping. The solution is a flexible, smart supply chain management system which can adjust to fluctuating needs.
Confirmit
JULY 3, 2018
I’m very excited about the brand new Confirmit AIR awards. I confess, I have a vested interest as I’m part of the team managing the program, but I do think that Confirmit clients should be excited as well. We’ve created the awards to recognize innovation and excellence in Market Research and Insight practices, and goodness knows we have clients doing amazing things!
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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.
Think Customers
JULY 3, 2018
The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse, executives at CX NYC emphasized adding value to every touchpoint, both digital and traditional. Companies like Citi and Tiffany focus on CX by following three key points: making stronger emotional ties with their customers by making them feel valued, being transparent by giving customers the full pic
Peter Lavers
JULY 3, 2018
Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Let me explain further. The two mailings that I received were almost identical in their treatment (except the branding, of course!).
Solvvy
JULY 3, 2018
The post Customer Support’s Important Role in Solving Common Churn Problems appeared first on Solvvy.
CXApp
JULY 3, 2018
Online, mobile-friendly communities are thriving rapidly in today’s digitized landscape.
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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,
Forrester's Customer Insights
JULY 3, 2018
CIO: It’s Time To Step Up Your Technology Innovation Game In 2018, the CIO role team at Forrester has stepped up its emphasis on technology and technology innovation. Now we believe it’s time for you to up your game. At the beginning of the year, we made some big shifts in our research alignment. I moved […].
Thematic
JULY 3, 2018
Here, we’ll give some examples of how to tell the story of your VOC compellingly to your stakeholders that you are trying to influence, to ensure you have a successful VOC programme. This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. For the background story, check out the first post here and the second post here.
Forrester's Customer Insights
JULY 3, 2018
Since our last major strategic reassessment of the telecoms landscape in 2011, digital transformation has further raised the need for change of the telco business model. Our key observation still holds true: The traditional connectivity-centric business model will work only for few telcos with a low-cost base. The biggest challenge facing the other telcos is […].
ShepHyken
JULY 3, 2018
Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?. Top Takeaways: Redbord shares the five rules of a customer-centric organization. 1) Knowledge of your customer. 2) Applying the knowledge. 3) Listening and prioritizing.
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.
Forrester's Customer Insights
JULY 3, 2018
Globally, 57% of marketing decision makers that Forrester surveyed in 2017 said that aligning their CX with their brand was not a critical or high priority. That is alarming, because the two go hand in hand. As CX author Matt Watkinson puts it, “The ideal gap between the brand image (what customers are promised) and […].
CXApp
JULY 3, 2018
Online, mobile-friendly communities are thriving rapidly in today’s digitized landscape. Stop for a moment and take a look around. It’s not just the social networking sites, like Facebook, Twitter, and similar platforms. There are a vast amount of online communities seeing a huge boom outside of this market, including forums, help and advice columns, real-world market helpers (like mobile classifieds and item exchange platforms), and much more.
Forrester's Customer Insights
JULY 3, 2018
On paper, customer experience (CX) is about people creating memorable experiences for other people. But in reality, resonating with consumers is complex and messy. Customers approach your brand with unique emotional profiles, tendencies, and preferences that shape how they feel about your CX. Like people themselves, CX isn’t objective or static — its quality relies […].
CXApp
JULY 3, 2018
Online, mobile-friendly communities are thriving rapidly in today’s digitized landscape. Stop for a moment and take a look around. It’s not just the social networking sites, like Facebook, Twitter, and similar platforms. There are a vast amount of online communities seeing a huge boom outside of this market, including forums, help and advice columns, real-world market helpers (like mobile classifieds and item exchange platforms), and much more.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Customer Guru
JULY 3, 2018
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course. This blog discusses what customer experience lessons one can learn from the best-in-business SaaS brands.
Answer Dash
JULY 3, 2018
According to a survey by Forbes Insights and Pegasystems that covered more than 200 U.S. executives, 88% of leaders have created a position responsible for customer engagement in the past 12 months. When taken seriously by companies, customer engagement creates an amazing opportunity for businesses to get to know their customers, build long-term relationships with them, and ultimately enhance their business performance.
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