Wed.Sep 11, 2019

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

System 102

How to Automate Closing the Loop on Customer Feedback

Wootric CX Blog

Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment, in particular, software marketers that want to gather feedback from users inside their application.

How to Improve Customer Service on Your Website

CSM Magazine

Excellent customer service is vital nowadays. Buyers choose friendly, customer-centric brands who pay attention to their clients’ feelings and preferences.

How to Track a Trend Back to Its Origin with Social Listening

NetBase

When something is trending online, savvy brands perform due diligence before hopping on board. And the savviest of all track a trend back to its origin with social listening. There’s just too much at stake otherwise. Let’s see how it looks and why you should strongly consider doing the same.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

3 ways to build a customer-centric culture

Qualtrics

The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute , Aimee Lucas, explains how to create a customer-centric culture that’s at the heart of your organization.

More Trending

4 Ways to Utilize Social Customer Service Agents More Effectively

NICE inContact

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service.

EX vs CX and how they need to align

CloudCherry

Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience.

That “Something Extra” You Offer to Make Customers Love You

ShepHyken

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.

The 10 Most Important Contact Center RFP Questions [Infographic]

BlueOcean

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…).

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Artificial Intelligence: The Next Frontier For Contact Center Customer Experience

Talkdesk

The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers?

Do Professionally Relevant Acronyms tell Your entire Story?

One Millimeter Mindset

Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name.

Customer Success Manager Job Description

natero

Customer Success Management is a dynamic role, and job responsibilities can vary depending on a company's maturity, culture, and vision. With demand consistently outpacing supply, hiring Customer Success Managers is no easy feat.

Which? survey reveals the highs and lows of airport performance

Helen Dewdney

Worst UK airport named and shamed Airport lows. Which? has revealed the best and worst rated airports in the UK for 2019. The annual survey of more than 6,000 passenger experiences details this year’s top and bottom ranking airports countrywide.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Join Localz Innovation Breakfast!

CSM Magazine

Join Localz first Innovation Breakfast! Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Kris Oldland, Editor-in-Chief of Field Service News, will chair a panel of innovators in Mobile Workforce. Hear them discuss: ?

Easy Steps to Effective Lead Nurture Implementation

Genroe

Lead nurture campaigns are built to, you got it, nurture your leads. But what does that actually mean?

How to Monitor Brand Awareness Using Surveys

SurveySparrow

Brand awareness might be considered a vanity metric but your customer’s ability to recall your brand is one of the biggest factors towards making them buy your product. This is why brands spend millions of dollars on celebrity endorsement as it helps with brand recall. .

CEOs of Perkville and S1P to Headline Club Industry Panel

Perkville

Sunil Saha and Travis Helm, the CEOs of Perkville and Solution One Partners (S1P), respectively, will be the featured speakers on a panel discussing member retention and loyalty at the 2019 Club Industry Show in Chicago, October 9th – 11th.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Marry data science with user research. Ethical design depends on it.

dscout People Nerds

IDEO alum Ovetta Sampson on the future of data science, UX, and bringing forth the individual behind every data point

Data 71

Trust – the embodiment of customer experience

Eptica

Date: Wednesday, September 11, 2019 Author: Guest author: Ian Golding Trust – the embodiment of customer experience. Published on: September 11, 2019. Author: Guest author: Ian Golding Trust – a small word that means so much. It is a word that plays an enormous part in all our lives.

Finalists of CX Leader of the Year revealed!

MyCustomer

Engagement. Finalists of CX Leader of the Year revealed

A Recession Looms — How Will You Keep Experience In Focus?

Forrester's Customer Insights

In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate?

Video 41

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.

Insight Rock Stars Assemble in Sydney

Confirmit

For those of you that follow our events, you’ll know that we’ve had a bit of a rock star theme going on this year. The Confirmit team has hosted fantastic events in New York and London already – and now it’s Sydney’s turn to step into the spotlight.

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story

Chattermill

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. Netflix. What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise.

It’s Time To Fight For Consumer Hope

Forrester's Customer Insights

“Digital platform” is a term I first proposed more than a decade ago to describe a new breed of company that was about to dominate in our economic and social discussions. The term never caught on, sad to say, probably because it wasn’t catchy enough, but the prediction proved true. I used the word platform […]. age of the customer

The Voice Assistant Comes of Age: Chatbots and AI Drive CX Solutions

Smarter CX

The use of a voice assistant — a technology that allows for natural language interaction between individuals and intelligent online services — has become increasingly integrated into a myriad of consumer-facing and business-oriented products. On the consumer side, perhaps the best-known implementations of voice technology can be found with intelligent speakers that integrate with home automation systems as well as entertainment streaming and shopping services.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.