Mon.Nov 11, 2019

Where is the Line Between Forgetfulness and Great Service?

Steve DiGioia

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training.

Retail-tainment: The future of in-store experience

MyCustomer

Since its conception, the fashion industry has evolved at the speed of seasonal shopping. Not anymore. The time it takes to upload a new.R 11th Nov 2019. By Elliott Jacobs

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Are you a Digital Experience Leader?

Ecrion

Can you imagine trying to conduct business these days without having a website? . I don’t know anybody that can!

Customer Satisfaction Score (CSAT): Complete Guide

GetFeedback

This guide will teach you how to use the Customer Satisfaction Score metric, boost loyalty, and prove the ROI. Guides

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible.

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More Trending

What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care.

The CX Champions

CloudCherry

CHAMPION. A simple search will tell you it’s, ‘a person who fights or argues for a cause or on behalf of someone else.’ Hmmm…sounds like CX to me. So, what makes a true CX Champion? According to some of our 2019-2020 CX Championship Judges, it comes down to a few very important things.

Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center ! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.

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Smart Home Support – 4 Key Technologies to Simplify Service

TechSee

Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

5 Top Customer Service Articles for the Week of November 11, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Relying on Yesterday’s Business Backstory to drive Business Growth?

One Millimeter Mindset

Yesterday’s business backstory gets you to where you are today. However, does this history showcase how you get clients to where they need to go: tomorrow and in the future? Today’s businesses represent the intersection of people, processes and interconnected software-machine interfaces.

How to Write a Great Customer Experience RFP

Strativity

Whether you’re writing a Customer Experience RFP, Employee Experience RFP, Organizational Transformation RFP, or any other, our template will save you time and help you evaluate and choose the best partner. Writing a Request for Proposal is no easy task, but RFPs don’t have to be painful.

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

There’s Just One CX Metric That Matters To Your C-Suite – But You’re Not Reporting It

Forrester's Customer Insights

I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not NPS. It’s also not Level of Effort, CSAT, or even Forrester’s beloved Customer Experience Index. It’s: $ I feel compelled to point this out […].

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Automation and AI are Making Contact Centers More Human

Think Customers

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections , industry experts laid out the many ways that digital technology augments, rather than replaces, human associates.

How customer surveys can affect customer purchase behaviors

Genroe

The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product is substantial. However, customer satisfaction surveys have a little bit of quantum mechanics in them!

How to Share Customer Insight Across an Organisation

Chattermill

How to Share Customer Insight Across an Organisation. by Sam Frampton. on 12 Nov 2019. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

5 Steps to Prevent “Culture by Accident”

Andrew Mcfarland

Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or. Culture Accidental Intentional

Aldo Crowns User-Generated Content King

Think Customers

Ask any millennial what an influencer is and you will hear about vibrant social media stars who flaunt the latest trends in food, fashion, and health. These players have transformed who has a voice across many industries, for better or for worse. And now retailers are testing just how influential they themselves can be. Organizations have begun to tap into user-generated content (UGC) by sharing media created by people who are wearing or using their products.

How to Ace Your DIY Customer Satisfaction Survey

InteractionMetrics

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through.

When Smart AI Isn’t All It’s Cracked Up To Be

NetBase

Having artificial intelligence powering your brand’s social analytics is table stakes, but AI comes in a variety of iterations these days – and yes, there’s such a thing as “old AI” at this point! And when smart AI isn’t all it’s cracked up to be, your brand’s health is at risk.

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AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

How to Ace Your DIY Customer Satisfaction Survey

InteractionMetrics

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through.

When Smart AI Isn’t All It’s Cracked Up To Be

NetBase

Having artificial intelligence powering your brand’s social analytics is table stakes, but AI comes in a variety of iterations these days – and yes, there’s such a thing as “old AI” at this point! And when smart AI isn’t all it’s cracked up to be, your brand’s health is at risk.

Tools 52

SEO And Site Search: Not Quite The Match Made In Heaven

Forrester's Customer Insights

We (Collin and Mark) had a hypothesis: Site Search and SEO were natural partners in a broader scheme to help customers find answers and products. But, we needed evidence: How should these strategies intersect?

Changing Careers: Tips for Moving from the Military to a Career in the Civilian World

Qualtrics

The process of discovering and pursuing the next steps in your career presents a variety of challenges.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Three Key Factors That Drove Alibaba’s 2019 Singles’ Day Success

Forrester's Customer Insights

Alibaba generated a staggering $38.4 billion in online gross merchandise value (GMV) on this year’s 11.11 (AKA Singles’ Day), up 26% year-on-year. It surpassed our earlier forecast of $37.4 billion in GMV, despite China’s economic slowdown and uncertainty generated by the trade war with the US. Focusing on three key factors, Alibaba drove success by: […]. B2C marketing digital business holiday omnichannel customer experience retail

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Military Life in the Tech Lane: Being a Reservist or in the Guards With a Tech Career

Qualtrics

Taking on the management of two careers simultaneously can present a unique set of challenges. From prioritising your development and charting your desired career path, to finding a sense of work-life integration and personal success every career pulls on an individual in different ways.

5 Research Strategies for Getting Insights from Healthcare Consumers

dscout People Nerds

If you’re looking to understand human behavior in the healthcare space, these are ways to see patients, consumers and users in a new light.