Mon.Sep 09, 2019

Is Your Customer Personalization Actually Personal?

CSM Magazine

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. It’s really fascinating to speak with organizations about their personalization strategies.

ROI 56

How to Reduce the Risk of Response Bias in Your Surveys


Response bias is a problem for anyone undertaking market research. Let’s face it—when you conduct any market research or customer surveys you want to get truthful answers from your respondents. When your respondents bend the truth, they skew the results of the survey.

Survey 195

Is Story part of Your Professional Advancement Roadmap?

One Millimeter Mindset

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future.

How to Create Effective Customer Experience Journey Maps


The post How to Create Effective Customer Experience Journey Maps appeared first on Survicate. Best Practices Customer satisfaction

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?

Are You Creating Take Their Breath Away Experiences?

Wired and Dangerous

Ramen is a traditional Japanese noodle dish that, well prepared, is a highly desired delicacy. That is the back story for the movie, The Ramen Girl. A young woman finds herself in Tokyo and wants to understudy a master ramen chef who speaks no English; she speaks no Japanese.

More Trending

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

Heart of the Customer

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention.

5 Top Customer Service Articles for the Week of September 9, 2019


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.

7 Key Qualities that Make a Good Customer Service Team Coach


Coaching empowers your customer service team with expert support, guidance and encouragement — or, at least, it should. HR Management for CX CX Culture

How to Optimize Customer Communications Across Customer Journeys


Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention.

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.

Totango IBIZA Product Updates | September 9, 2019


Totango Product Updates | September 9, 2019. Introducing Agenda, an enhanced experience for your team to manage their work and control their time. Portfolio managers are extremely knowledgeable about their customers and their work.

The top CX measurement techniques - as ranked by CX leaders


Engagement. The top CX metrics - as ranked by CX leaders

How to Identify Influencers for Every Niche Need


Finding an influencer for every niche need may feel like overkill, but it’s so incredibly worthwhile for brands. We’ll explain why that is and how the discovery process looks below!

Now You Know London 2019: 3 Things To Get Excited About

Brandwatch CX


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.

The Top 8 Quiz Makers That You Should Look for in 2019


Quizzes, Quizzes everywhere, but not a good one in sight! You know it, I know it! We do need a quiz maker. Want to get information about your customers? Want to know what your employees think about the new work culture? What do you do? Resort to Quiz makers! No second thoughts!

Call Center Coaching Effectiveness: 5 steps to (Finally!) Realizing a Return on Coaching

Amplifai Coaching Category

By Melissa Pollock & Jim Rembach. Coaching

The Top 8 Quiz Makers That You Should Look out for in 2019


Quizzes, Quizzes everywhere, but not a good one in sight! You know it, I know it! We do need a quiz maker. Want to get information about your customers? Want to know what your employees think about the new work culture? What do you do? Resort to Quiz makers! No second thoughts!

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2


“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc.

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.

AI IRL Podcast Episode 33: AI or A-Try? What You Need to Know to Break Through the Hype


Subscribe via iTunes , Spotify and more. People get excited about AI. But a lot of times, they get lost in the hype. So, on the latest episode of AI:IRL , Guy Zipori joined me to talk through what’s hype and what’s reality.

Tools 71

Hiring People who Smile is One Step in the Right Direction

Ann Michaels and Associates

It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them?

Amaya (partner)


The post Amaya (partner) appeared first on Optimove. customers

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth Fashion subscription company Le Tote agreed to acquire the storied (if tired) department store Lord + Taylor. We have several questions. For starters, the price. Le Tote, a popular yet relatively nascent rental company, has raised $62.5

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.



The post Arc appeared first on Optimove. customers

Meet Your Newest B2C Martech Analyst

Forrester's Customer Insights

Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? If yes, I want to hear from you! I’m Steph, the newest member of Forrester’s B2C martech research team. I’ve been at Forrester for four years, first as a research associate and most recently as a researcher on the B2C marketing […]. B2C marketing marketing & strategy marketing automation marketing resource management (MRM) marketing technology mobile marketing

B2C 32



The post Wiraya appeared first on Optimove. customers

The Forrester Wave™: ECM Content Platforms, Q3 2019

Forrester's Customer Insights

Forrester is excited to announce the recent publication of “The Forrester Wave™: ECM Content Platforms, Q3 2019” report. Watch the video below to learn how this refresh of two classic Forrester Wave evaluations merged into one and what to expect from it. Forrester included 14 vendors in this assessment: Alfresco Software, Box, GRM Information Management, […].

Video 32

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.