Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around

Customers 312

Customers Customer Service Ecommerce eBook 312

GetFeedback

OCTOBER 25, 2017

Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.

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195

Kayako

OCTOBER 25, 2017

Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: . 83% of consumers report they’ve given up on a live chat session due to frustration. 56% of consumers could not recall a positive live chat experience – ever.

User Experience 211

User Experience Consumers Study Wait Times 211

GetFeedback

OCTOBER 25, 2017

Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.

150

150

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

ReviewTrackers

OCTOBER 25, 2017

This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690. Social media can serve as a testing ground for businesses, nurture customer relationships and provide brand identity.

Social Media 154

Social Media B2B Advertising Customer relationships 154

Beyond Philosophy

OCTOBER 25, 2017

As customers, each of us is under the influence all the time. Are we drunk? High? No and no. We are under the influence of our emotions, whether we are aware of it or not. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. Dr. Ronald Milliman, the retired professor of Marketing at Western Kentucky University, shared an excellent example of this concept in action in a recent Freakonomics podcast rebroadcast.

Study 125

Study Customer Experience Examples Consulting 125

CX Journey

OCTOBER 25, 2017

Image courtesy of Pixabay When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated? I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide.

Culture 103

Culture Innovation Employee Experience NPS 103

Influitive

OCTOBER 25, 2017

By now, you’ve probably heard the news: the role of the CMO is changing. Gone are the Mad Men-style days when the CMO’s main job was to create flashy ad campaigns. It now requires a range of skills, including: Strategic thinking Organizational alignment to deliver better customer experiences Data-driven decision-making This shift has also changed.

Data 88

Data Customer Experience How To eBook 88

Heart of the Customer

OCTOBER 25, 2017

Whenever I’m leading a workshop or giving a keynote, I know I can always get a laugh by putting “Comcast” and “Customer Experience” in the same sentence. But that’s way too easy, so I usually skip that line. But last week I saw something that gave me a glimmer of hope for the company. They seem to be learning how […]. The post Maybe (Just Maybe) There’s Hope for Comcast Yet appeared first on Heart of the Customer.

Customer Experience 74

Customer Experience Company Customers 74

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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.

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Truthlab

OCTOBER 25, 2017

Reading Time: 3 minutes Sometimes there’s just no time to do all the right things. Sure, you’d love to test with real users but there’s no budget (there never is) and you’re already behind schedule (you always are), so in the interest of getting something out the door—right now—you have a senior member of your team conduct a heuristic […]. The post The Heuristic Evaluation: Do It Right or Don’t Do it at All appeared first on truthlab.

Customer Experience Design 63

Customer Experience Design Customer Experience Customers 63

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line.

Competitive Advantage 56

Competitive Advantage Customer Experience Self Service Social Media 56

iPerceptions

OCTOBER 25, 2017

When it comes to learning about the Customer Experience, there is nothing that confirms what your customers are thinking quite like unstructured feedback.

Analytics 59

Analytics Feedback Customer Experience Customers 59

Avaya

OCTOBER 25, 2017

Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. Research, however, suggests this will fail to become a reality. We can’t help but agree. In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. As an industry slated to experience more disruption in the next 10 years than the last few centuries, there’s no denying that banking is radically changing.

Banking 58

Banking Innovation Brands Self Service 58

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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.

Communication

COPC

OCTOBER 25, 2017

Part Two: W hat channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are offering those channels, and what their long-term channel strategy should be. Even though it is easy to get excited about offering the latest and greatest channel solutions to customers, it is advisable to take a step back and view things from the customer’s perspective when developing a channel st

Customer Centricity 40

Customer Centricity Strategy Groups Survey 40

Clarabridge

OCTOBER 25, 2017

One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures and products. Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making.

Analytics 40

Analytics eBook Customer Journeys Touchpoint 40

Uniphore

OCTOBER 25, 2017

As customers have more brands to choose from than ever, the businesses that win the battle of the customer service wins the game. In today’s world, more and more brands are chosen based on whether customer experience matches their rising customer centric expectations, and customer service plays the most critical role in creating that experience. It’s no surprise then that the top trends in customer service heading into 2018 all have one thing in common, the customer themselves.

Trends 30

Trends Customer Service Customer Centricity Customers 30

MyCustomer

OCTOBER 25, 2017

Engagement How to represent emotion in a customer journey map.

Customer Journeys 43

Customer Journeys How To Engagement Customers 43

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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,

Tips

Verint

OCTOBER 25, 2017

For more than 80 years, National Bank of Commerce (NBC) has provided financial services and support to the communities of the “Twin Ports” of Wisconsin and Minnesota. NBC relied on an analog video system to help enhance security and reduce fraud, and had multiple third-party systems in place. In order to enhance its current network and bring the bank into the next evolution of technology infrastructure, NBC selected Verint’s end-to-end IP video solution—including intelligent edge devices, camera

Banking 31

Banking Video Analytics Financial 31

Uniphore

OCTOBER 25, 2017

Today, the emergence of robotic process automation (RPA) technology is stirring the winds of change in the business world, offering benefits which have a lot of appeal to various organizations and departments. However, one particular unit where robotic software provides a specific value for businesses is in their call centers where manual processes play such a significant role in the day to day operations.

Contact Center 10

Contact Center Call Center Software Technology 10

Talkdesk

OCTOBER 25, 2017

New Customer Wins, European Expansion and Key Hires Support Smarter Contact Centers. San Francisco, Calif. – October 25, 2017 – Talkdesk , the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. In the first half of its fiscal year, the company achieved exceptional growth in new customer wins in the U.S. and Europe and attracted top-tier talent from competitors.

Contact Center 8

Contact Center Contact Center Software Roadmap Customer Satisfaction 8

CSM Magazine

OCTOBER 25, 2017

The internet has made it easier for businesses to expand and sell internationally; however, communicating with customers across different time zones can be challenging. Without streamlining your business’ marketing, communication and customer service within all operational countries, you run the risk of leaving costumers dissatisfied, developing a tarnished reputation and, ultimately, your overseas expansion failing.

Communication 45

Communication Tips Social Media Advertising 45

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

LiveChat

OCTOBER 25, 2017

When I was in junior high, I had a crush on a girl, but I was too afraid to confess my feelings. She had a boyfriend, so I settled in the friend zone. I listened about feelings and tried to support her decisions. I was always the nice guy. When she became single, I was still too chicken to ask her on a date. We remained friends because I never worked up the nerve to make a move.

Marketing 52

Marketing Social Media How To Tools 52

Confirmit

OCTOBER 25, 2017

It’s been over six months since we launched the much-anticipated Survey Designer , our slinky new interface for creating surveys for Market Research, Customer Experience and employee engagement programs. As with all elements of the Confirmit Horizons platform, Survey Designer receives frequent enhancements, tweaks and additions as part of our continuous deployment approach, so I thought now was an opportune moment to update you on some of the newer features you may have missed.

Survey 45

Survey Innovation Employee Engagement Customer Voice 45

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?

CEM 122

CEM Customer Experience Customer Centricity ROI 122

ProProfs Chat

OCTOBER 25, 2017

The quality of customer support not only plays a big role in the profitability of a company but also determines the number of loyal customers. As recent reports suggest, 55% of customers are willing to pay more for a better experience. Although bringing in a new rush of customers makes sense, however, loyal customers continue to engage with a business, thereby compensating for the cost incurred on gaining new customers.

Omni-Channel 100

Omni-Channel System Social Media How To 100

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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.

Training