Mon.Apr 29, 2019

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SMS Survey Best Use Cases

GetFeedback

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text.

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5 Ways to Empower Teams to Deliver Great Customer Service

Kayako

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Simple.” He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.

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Mobile Apps and SMS are Paying Off in the Contact Center

NICE inContact

Mobile apps received the highest average Net Promoter Score ® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer.

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SMS Survey Best Use Cases

GetFeedback

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90%.

Survey 150
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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations?

NICE inContact

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging contact center technology can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible.

More Trending

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How Journey Mapping Differs from Traditional Market Research

Heart of the Customer

We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map. Others go the opposite direction, considering journey mapping to be traditional […]. The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer.

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Field Service Palm Springs 2019 Recap

Alliance by IFS

Every year, hundreds of top cross-industry service, support, and customer success leaders gather in Palm Springs for the biggest field service conference of the year hosted by Field Service USA. This year’s key themes focused on 1)leveraging IoT, Big Data and AI to provide better service and customer business outcomes, 2)managing the technician shortage with better technology and 3)increasing service revenue by understanding what the customer wants and building new service offerings to match tha

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How To Perform Churn Analysis – [Free Guide & Templates]

Thematic

“We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. Since I co-founded customer feedback company Thematic , friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. I can relate, churn is what hurts founders the most!

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Getting Your Team To Care

The DiJulius Group

This guest article is brought to you by Jesse Cole, speaker at the 2019 Customer Service Revolution. It’s not the employees’ responsibility to care, it’s the leaders job to give them a reason to care. The wrong question leaders are asking is “Why don’t our employees care?” The reason is simple: Your people don’t care because. Read Full Article. The post Getting Your Team To Care appeared first on The DiJulius Group.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Top 10 customer feedback tools you should totally check out in 2019!

SurveySparrow

The world would be a much better place if everyone cared about feedback, no kidding. But then again, as businesses, our customers are a lion-part of our worlds. Precisely why we ought to begin with one customer a time- making their worlds a little better and enhancing their experience day by day. Yes, I am talking about customer feedback! Businesses are doing themselves a favor by choosing to listen to customer feedback.

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Take Challenging Customers From a Boil to a Simmer Using the Reframe Method (Step 2 of My De-escalation Strategy)

Myra Golden

Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. You know you’re creating value in a presentation when people start taking photos of your slides, Q & A is endless, and when your Twitter feed is aflutter with comments, compliments, and questions. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve.

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Proven Content Marketing Tips to Boost B2B Lead Generation

Genroe

In a previous blog post, I talked about different types of content and how to use them. To expand on that, I would like to share my tried and tested tips for planning and executing a content marketing strategy that leads to steady success in lead generation. So let’s jump right in. Make a plan […]. The post Proven Content Marketing Tips to Boost B2B Lead Generation appeared first on Genroe.

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Don’t Miss This DataStax Accelerate Talk!

datastax

Even though it was 40 degrees this past weekend in Atlanta, the calendar says we’re getting into late Spring and that means DataStax Accelerate is just around the corner! It’s been two years since I’ve had the opportunity to attend a Cassandra conference, and I can’t wait for May 21 to get here! Besides the excitement from seeing old colleagues, co-workers, and friends, I’m excited about the superb content this year.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Where do you fit in the Customer Success Maturity Model?

inSided

Here at inSided it’s no secret that we work with B2B software companies to create more efficiency and quality for their Customer Success teams. One thing we’ve learnt is that there is a clear sliding scale when it comes to Customer Success team maturity: in terms of operations, ways of working and particularly tooling.

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Accelerate Talk: What NOT to Do When Using Cassandra in the Cloud

datastax

I wrote my first technical paper on using Apache Cassandra and DataStax Enterprise (DSE) in the cloud way back in 2012. In it, I discussed why Cassandra and DSE supply a solid platform for cloud-based data management, and since that time, the story has only gotten better. Maybe this is why nearly 60% of DataStax customers run DSE in the cloud today, and why two-thirds of them will be running our solutions on one or more cloud providers in the next 12 months.

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LiveChat for Managers: Plan your Team’s Work with These Features

LiveChat

Hey you, Manager! Ever wondered how to encompass people working on a chat? Or do you prefer leaving them all alone because they handle customers well anyway? They probably do, since chatting is easy. But with your help, it can be more efficient, and lead to better support and increased sales. Your agents can improve their customer service skills as well.

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Increase Personalization with Smart Content

Topdown

As artificial intelligence (AI) continues to advance in sophistication and acceptance, robots and technology are taking on more human characteristics and responsibilities in daily life. So ubiquitous has AI become that one Danish study even wonders if robots could be considered our “friends” in the future. Though making connections with machine sounds extremely futuristic, one customer experience (CX) technology available today has improved our ability to get to know our customers on a more inti

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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What is the Service Recovery Paradox and Is It Real?

Andrew Mcfarland

(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.

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Why CEOs should have a presence on social media

Helen Dewdney

What company CEOs are on social media? Most CEOs aren’t on social media. Or if they are, not under their real name! But at a time when social media plays such a huge part in many people’s lives this can be very short sighted. Greg Jackson CEO of Octopus Energy is on Twitter. Greg Jackson, the CEO of Octopus Energy, says that he spends about 30 – 60 minutes a day responding personally to customers, mostly by email but he does also respond on Twitter: Cheers – I've checked the inbox but

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This week in CX: Samsung, 5G & SAS

MyCustomer

29th Apr 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.

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Using Next Gen AI for Exceptional CPG Response Times

NetBase

Customer care isn’t limited to solving problems – though many brands view it that way. Real consumer care is part of your overall customer experience – and something that helps you avoid problems by building relationships with your audience. And Next Generation AI ensures you interact authentically, not chat-robotically. Let’s see how this looks in action, with an assist from Best Buy’s stellar social feeds.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Using Performance Measurement to Make Better Budget Decisions

Playvox

Efficient budgetary decision making is a major aspect of running any successful business. You have a limited amount of money to channel into improving your company, whether through hiring new staff, upgrading your equipment or investing in the latest software.

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Key Components of Enterprise Contact Center Security

Talkdesk

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the final in a four-part series outlining Talkdesk’s security policies. In this post, we cover the topics of incident management, business continuity, third-party risk management, and compliance and accreditation.

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Customer Success Tools: The New ATM?

Education Services Group

In the 1980s, ATMs started to become widespread in banks across the country. Bank customers didn’t have to go up to the counter or interact with a human being at all in order to make a deposit or withdrawal, and tellers were worried. They thought ATMs would replace them, making their jobs unnecessary and at risk. In fact, the opposite happened. The ATMs freed up tellers from the tedious and repetitive job of counting cash for a long line of customers on payday, giving them more time to spend on

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Renovate Your CX Program with a Listening Audit

Confirmit

A green field site for a customer experience program is a rare thing these days. Almost every CX professional is dealing with some legacy elements. Some which give you a great foundation to build on. Some which, let’s be kind, have seen better days. DOWNLOAD. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Chatbots in Banking | Benefits, Building Blocks, Examples and Future

kommunicate

Conversations with customers have become the need of the hour for businesses. Now we are witnessing a paradigm shift from mass-centered to granular, account-based approach. Banks and other financial institutions, who work closely with customers and rely heavily on customer relationships, have always leveraged technology to assist them. First, it was internet banking in the [.].

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Pink Goldfish and Data Bulldogs: The Denver CX Summit

Confirmit

I’ve said it before and I’ll say it again, not even a Bomb Cyclone (aka really bad blizzard), could stop our recent CX Summit in Denver. Yes, we had to postpone it, but it turned out very well and I’m excited to share some of the takeaways from the event with you. Our speakers included thought leader and author Stan Phelps, practitioners Sean Albertson of Charles Schwab and Sarah Day from Asurion and rounding out the group was our very own CX Consultant Sarah Simon.

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The power, and pitfalls, of politicizing your brand

Market Strategies International

There was once a time when even the most provocative brands may have sat on their hands and remained silent on hot-button political and societal issues.

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