InMoment XI
JANUARY 15, 2019
British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value). Realizing the customer lifetime value is critical for a company so they can focus on the strategic initiatives that contribute most to the company’s future earnings and growth.
Beyond Philosophy
JANUARY 15, 2019
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. People like sure bets better that come with less significant gains over risky ventures, even when the risky venture proposes a substantial benefit.
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Totango
JANUARY 15, 2019
The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The modern subscription-based economy has empowered customers to think short-term , with promises of being able to opt-in, cancel anytime, and leave freely.
Customer Bliss
JANUARY 15, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
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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.
Kristina Evey
JANUARY 15, 2019
Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. The post Episode 34 – Understand Customer Experience First to Disrupt for CX Changes appeared first on Kristina Evey.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Oracle
JANUARY 15, 2019
The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. This year’s event features 37,000 attendees including 16,000 retailers representing 3,500 retail companies. Here are some of the hottest trends, technology, and takeaways from NRF 2019.
ShepHyken
JANUARY 15, 2019
The Business of Emotion. Striking a Balance Between Technology and Human Connection. Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey. In Shep’s Opening Monologue… He gives advice on how to create an amazing customer experience.
Maz Iqbal
JANUARY 15, 2019
My Good-ish Experience I rented some movies so that I could watch them over the Christmas break. This didn’t work out with two movies. In the midst of watching these issues cropped up. And the screen advised me to contact Amazon Customer Support. So I did. I initiated the contact via online chat because that … Continue reading "Customer Experience: Is Amazon Going Downhill?".
kommunicate
JANUARY 15, 2019
Have you ever wondered how to start a business when you are not sure your product would fit the market’s expectations? If you are an entrepreneur, then you most definitely have. No matter whether you are disrupting the market with innovative ideas or solving problems in your own unique way, finding the perfect strategy is [.]. The post Why Customer Support Is Important and How to Scale Customer Support for Startups?
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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.
Myra Golden
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
Customers That Stick
JANUARY 15, 2019
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InboxAI
JANUARY 15, 2019
We’re happy to announce that Komiko is SOC 2 type 2 compliant! At Komiko we set out to make advanced data capture and data science practices and tools accessible to our customers through the Komiko platform. Many times, we hear customers say how Komiko “makes it all look and feel easy”. A lot of the heavy lifting is done behind the scenes as we employ complex machine learning and automation processes to our customers’ advantage.
North Highland
JANUARY 15, 2019
Have you ever turned your car around on the way to work because you realized you left your phone at home? How about borrowed a charger from a co-worker because your battery was almost dead? These days, it is hard to imagine living without your mobile phone, much less without power. And when the lights go out, we’re less and less likely to light a couple candles and settle down with a book.
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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,
MyCustomer
JANUARY 15, 2019
Voice of the Customer Relationship survey recommendations to improve CX.
SaleMove
JANUARY 15, 2019
At SaleMove, we can’t help but notice that the most forward-thinking companies are those with leaders who never stop adding to their intellectual toolkits. As our CEO, Daniel Michaeli explains, “Organizations and the people within them have to be lifelong learners.” Here are six podcasts sure to expand any CX leader’s skillset, whatever your reason for tuning in.
NetBase
JANUARY 15, 2019
If you’re constantly looking at social insights – and you should be – is it really important to perform a social media audit ? Yup! Here’s why – and how any brand can go about it. Big Picture Check-in. The social analytics you look at in the day to day are likely real-time insights. They tell you what’s happening right now, and what to do next. A social media audit is all about stepping back from that data and measuring impact to your business over the long term.
Myra Golden
JANUARY 15, 2019
For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Brilliant make-up artist, Tomeko, keeps me looking good on the set. What I like about being on set is filming only from the waist up.
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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?
SaleMove
JANUARY 15, 2019
At SaleMove, we can’t help but notice that the most forward-thinking companies are those with leaders who never stop adding to their intellectual toolkits. As our CEO, Daniel Michaeli explains, “Organizations and the people within them have to be lifelong learners.” Here are six podcasts sure to expand any CX leader’s skillset, whatever you’re reason for tuning in.
Qualtrics
JANUARY 15, 2019
The saying ‘happy employees equal happy customers’ is one of the biggest corporate cliches out there. And if you’ve ever been left helpless in a store while staff hung out in the backroom, you’ll know there’s a little more to it. But, there remains a lot of truth in the saying – so why is it that brands with the best customer experience (CX) start by mastering employee experience (EX) , and what’s their trick?
Forrester's Customer Insights
JANUARY 15, 2019
Talking to our firms’ Board of Directors about security isn’t a new responsibility for most security leaders, it’s been on our collective agenda’s for many years. And yet, many security leaders still second guess the content and messages they share with their Board.
Forcivity Salesforce
JANUARY 15, 2019
Once a product is sold and installed at a customer location, the equipment manufacturer often has limited visibility into the condition of their product at their customer’s facility. So, how does a manufacturing company provide added value for those products that are out of sight? That’s a challenge.
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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.
SaleMove
JANUARY 15, 2019
At SaleMove, we can’t help but notice that the most forward-thinking companies are those with leaders who never stop adding to their intellectual toolkits. As our CEO, Daniel Michaeli explains, “Organizations and the people within them have to be lifelong learners.” Here are six podcasts sure to expand any CX leader’s skillset, whatever your reason for tuning in.
InteractionMetrics
JANUARY 15, 2019
For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. These ratings are said to provide valuable information, but if customers aren’t sharing what they really think what’s the point? The post Answering NPR: Why 5-Star Rating Systems Don’t Work appeared first on Interaction Metrics.
Optimove
JANUARY 15, 2019
As an employer or team leader, one of your key roles is to help develop your employees’ unique strengths and interests within their respective roles. The post Help Your Employees Set Professional Goals With These 15 Tips appeared first on Optimove.
InteractionMetrics
JANUARY 15, 2019
For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. These ratings are said to provide valuable information, but if customers aren’t sharing what they really think what’s the point? The post Answering NPR: Why 5-Star Rating Systems Don’t Work appeared first on Interaction Metrics.
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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.
Optimove
JANUARY 15, 2019
Optimove announced the launch of its new Streams feature, which empowers marketers to create easily comparable communication streams to determine which one is better for growing the business over the long term. The post Optimove Introduces Streams to Measure Impact of Marketing Campaigns on Consumer Behavior appeared first on Optimove.
Strikedeck
JANUARY 15, 2019
Shreesha shares his rationale for how to bridge any gaps between Customer Success and customers.
Forrester's Customer Insights
JANUARY 15, 2019
Every New Year, I find myself making lofty goals: eat better, exercise more, spend less time on social media. By mid-February, those goals are a distant blip in my rearview mirror; the reality of life gets into the way and I just fail at tracking progress. But this year is different (I swear).
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