Beyond Philosophy

SEPTEMBER 11, 2019

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. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

Customer Experience 148

Customer Experience Loyalty System Customers 148

Wootric CX Blog

SEPTEMBER 11, 2019

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. Marketers often have to wait in the dev queue to add code to the product to enable a survey. And, when the focus is on gathering feedback, many will launch a CX program without a plan for responding to customers.

Feedback 75

Feedback How To NPS Net Promoter Score 75

CSM Magazine

SEPTEMBER 11, 2019

Excellent customer service is vital nowadays. Buyers choose friendly, customer-centric brands who pay attention to their clients’ feelings and preferences. Good customer service keeps clients loyal and satisfied, and brings your company insights on the aspects you need to improve and help you reach new clients. The greatest challenge you face when you try to achieve success on a competitive market is that people have a great choice at their fingertips, and if they aren’t happy with your offer, t

Customer Service 45

Customer Service How To Chatbots e-support 45

NetBase

SEPTEMBER 11, 2019

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. Your Investigation Starts Here. Being nimble and taking advantage of trends is important, and examining what lies beneath these trends is equally so.

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Trends How To Effort Score Analysis 57

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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.

Customers

Qualtrics

SEPTEMBER 11, 2019

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. Aimee Lucas knows XM (experience management). After all, she has more than 18 years of experience building successful CX (customer experience) programs.

Customer Centricity 38

Customer Centricity Culture Effort Score Brand Values 38

CloudCherry

SEPTEMBER 11, 2019

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. And, who better to enlighten us on the topic than Annette Franz – Author, Speaker, Founder/CEO of CX Journey Inc., and this week’s honored guest.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

BlueOcean

SEPTEMBER 11, 2019

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.

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Contact Center Infographics Interaction Customers 174

NICE inContact

SEPTEMBER 11, 2019

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the new marketing.

Customer Service 136

Customer Service Omni-Channel Social Media CRM 136

ShepHyken

SEPTEMBER 11, 2019

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. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. It’s always a treat when I meet people who not only agree with my philosophies but take them a step further.

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Competitive Advantage Conference Customer Service Training Course 131

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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

dscout People Nerds

SEPTEMBER 11, 2019

Some logistical headaches are inevitable. Many can be relieved with a well-structured, well-written, research plan. Here’s a go-to reference for crafting one effectively.

How To 96

How To 96

natero

SEPTEMBER 11, 2019

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. Let's look at how to craft the perfect Customer Success job description to land your next superstar CSM. Jump to examples of Customer Success job descriptions.

Customer Success 84

Customer Success Management Culture Customers 84

Chattermill

SEPTEMBER 11, 2019

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. How did we get to spending an evening chilling, 'with Netflix'? Netflix. The ultimate example of a company disrupting an industry with customer experience?

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

One Millimeter Mindset

SEPTEMBER 11, 2019

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. And, the next three slides include the individual’s complete professional resume?

Employee Experience 71

Employee Experience Meeting Communication Engagement 71

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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

dscout People Nerds

SEPTEMBER 11, 2019

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

Data 88

Data 88

Oracle

SEPTEMBER 11, 2019

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.

Chatbots 60

Chatbots Entertainment System Technology 60

Genroe

SEPTEMBER 11, 2019

Lead nurture campaigns are built to, you got it, nurture your leads. But what does that actually mean? Well once you’ve put together some gated content and you’ve managed to collect some email addresses from people who are interested in your content, you need to do two things with these new contacts: Determine which ones […]. The post Easy Steps to Effective Lead Nurture Implementation appeared first on Genroe.

Management 49

Management B2B Marketing 49

CSM Magazine

SEPTEMBER 11, 2019

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: ? Today’s in-field challenges. ? Uberization of the Last Mile. ? Design for Mobile Workforce. ?

Innovation 45

Innovation Customer Satisfaction Consumers Communication 45

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.

Retail

Helen Dewdney

SEPTEMBER 11, 2019

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. Long queues, crowded terminals and pricey parking charges contributed to Belfast International Airport taking the bottom spot.

Survey 48

Survey Airlines Effort Score Travel 48

Lithium

SEPTEMBER 11, 2019

Today we unveiled a new logo and name for the Khoros Community, Atlas ! Staying in line with our Greek theme ( Khoros meaning chorus ), Atlas was chosen to represent our community as a place to receive guidance. Like a map, Atlas is a way to look at the big picture, as well as all of the parts that comprise it. With that theme in mind, we will be making some changes to Atlas to improve your experience and make it easier for you to find content and collaborate with your peers.

Video 40

Video Resources 40

ForeSee

SEPTEMBER 11, 2019

Our “Insight to Action” webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.

Voice of Customer 40

Voice of Customer ROI Customers Strategy 40

Lithium

SEPTEMBER 11, 2019

Today we unveiled a new logo and name for the Khoros Community, Atlas ! Staying in line with our Greek theme ( Khoros meaning chorus ), Atlas was chosen to represent our community as a place to receive guidance. Like a map, Atlas is a way to look at the big picture, as well as all of the parts that comprise it. With that theme in mind, we will be making some changes to Atlas to improve your experience and make it easier for you to find content and collaborate with your peers.

Video 40

Video Resources 40

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Training

Confirmit

SEPTEMBER 11, 2019

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. On 25 th September, we’ll be hosting our “ Journey to Insight Rock Stardom ” event at the Hyatt Regency, Sydney.

Hospitality 40

Hospitality Course Innovation Customer Insights 40

Perkville

SEPTEMBER 11, 2019

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. During the session, entitled “Breaking Up is Hard to Do – Retaining Members in a Competitive Environment,” Mr.

Industry 40

Industry Loyalty Engagement Customers 40

Lithium

SEPTEMBER 11, 2019

Today we unveiled a new logo and name for the Khoros Community, Atlas ! Staying in line with our Greek theme ( Khoros meaning chorus ), Atlas was chosen to represent our community as a place to receive guidance. Like a map, Atlas is a way to look at the big picture, as well as all of the parts that comprise it. With that theme in mind, we will be making some changes to Atlas to improve your experience and make it easier for you to find content and collaborate with your peers.

Video 40

Video Resources 40

Forrester's Customer Insights

SEPTEMBER 11, 2019

“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 […].

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Consumers Company Customers 41

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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

MyCustomer

SEPTEMBER 11, 2019

Engagement. Finalists of CX Leader of the Year revealed!

Engagement 45

Engagement 45

Forrester's Customer Insights

SEPTEMBER 11, 2019

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? Let me know your thoughts on what your organization is doing to avoid this oft-repeated behavior. Email me at ijacobs@forrester.com. […].

Video 40

Video Customer Service Customer Experience Customers 40

Eptica

SEPTEMBER 11, 2019

Customer Experience 60

Customer Experience Customers 60