CX Journey
DECEMBER 19, 2018
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. Most companies think that surveys are the only way to go, but you can get feedback in a variety of other ways, as well. One of my favorite approaches is via a customer advisory board.
ChurnZero
DECEMBER 19, 2018
Churn Monster #7: Stuck Customer. We are going to talk about a customer churn risk that all of us in the Customer Success space have experienced – a stuck customer. A stuck customer is someone who is having difficulties progressing forward in a certain phase of the lifecycle journey, for example – implementation, on-boarding, training, product adoption, etc.
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Horizon CX
DECEMBER 19, 2018
While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. According to research by Bain & Company, 80% of organizations believe they provide a superior service experience, but only 8% of their customers described their experience as superior.
InMoment XI
DECEMBER 19, 2018
“CX is More Than Just a Program, It’s a Way of Operating.” At Reliant, the focus is not just to be the best at energy, but to also stand out as a champion of customer service. Hear how they have improved their NPS scores 150% by differentiating the way consumers can interact with their energy. View Article.
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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.
ShepHyken
DECEMBER 19, 2018
Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
DECEMBER 19, 2018
Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on in their customer journey. They’re ready to make a game plan, and soak up everything they need to learn to be successful. When recurring revenue is at stake, it’s essential to build trust, drive adoption and establish a clear path to value during onboarding.
Oracle
DECEMBER 19, 2018
For many shoppers in the U.S., holiday shopping is a ritual. In fact, according to the National Retail Federation , retailers earned as much as one-fifth of their annual profits from holiday shoppers last year — and the trend shows no sign of stopping as this year comes to a close. While shopping is nothing new for consumers, this year, the experience is changing: consumers are now more likely to interact with a chatbot during their search for presents than ever before.
Bold360
DECEMBER 19, 2018
Well, it’s that time again (can you believe it?). The time where we look back and reflect on the year that was and discuss what we can expect from the year to come. So here it goes. 2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. We saw companies, like ours, making the technology much more approachable and as a result, there were some really great real-world successes.
The DiJulius Group
DECEMBER 19, 2018
It is a shockingly high percentage of companies that look at customer service as an expense rather than an investment. Whether you are a two-man start up or a Fortune 500 company, customer service affects every portion of your business, and investing in it is mandatory for your success. No matter how great your merchandise. Read Full Article. The post 5 Ways to Improve your Customer Service appeared first on The DiJulius Group.
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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.
One Millimeter Mindset
DECEMBER 19, 2018
These 18 ways create a more effective customer retention strategy. However, they are contrary to everything you have learned as a sales professional. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. Which is just about everyone in the organization. Sshhhh…. This is super-secret stuff.
Thematic
DECEMBER 19, 2018
What is sentiment analysis? Let’s define sentiment analysis as a start. If we take your customer feedback as an example, sentiment analysis (a form of text analytics) measures the attitude of the customer towards the aspects of a service or product which they describe in text. The task of sentiment analysis typically involves taking a piece of text, whether it’s a sentence, a comment or an entire document and returning a “score” that measures how positive or negative the text is.
datastax
DECEMBER 19, 2018
The past several releases of DSE have included several pivotal analytics innovations, specifically the popular Always On Spark SQL and DataStax Enterprise File System (DSEFS) features. With the latest release of DSE, the analytics story continues as we provide enhancements to DSE Analytics that make all of its great features more secure, faster, and easier to use.
Market Strategies International
DECEMBER 19, 2018
Insights Powered by Cogent Reports™ Financial wellness programs were greeted with great hopes when they first debuted. But is the prognosis for their long-term success starting to flag?
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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,
NetBase
DECEMBER 19, 2018
Leaving shopping and Black Friday insanity to the side, is there anything more Christmasy than Christmas music? We both love it and love to hate it, and many a musician has discovered – and harnessed – our passion about it all around. This year is no different. well, it’s a little different. Chart-topping Surprises. The business side of Christmas touches every corner of consumerism, including the top music charts.
Call Experts
DECEMBER 19, 2018
A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. If we look at the latest numbers, the amount has shown a massive rise to $721 billion in the year 2018. Higher retail sales and holiday business hours lead to higher call volume at contact centers. Below we have highlighted a few tricks and strategies to deal with holiday season spikes to balance your workflow and ensure the best customer service for your clients and customers.
NetBase
DECEMBER 19, 2018
No matter how great your own content and approach to social media, nothing helps a brand more than a trusted influencer shouting out their merits. Our Social Media Reporting Series continues with a look at how to perform influencer analysis reporting – and why you must. There are a few different types of influencer reports you may use, depending on your needs at any given time.
Escalent
DECEMBER 19, 2018
With digital transformation occurring at breakneck pace, it is time to shift gears. Our wish list revolves around reinvigorating your brand and your approach to customer experience so that more people can “believe” in you again.
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.
Happy or Not
DECEMBER 19, 2018
by Niina Majaniemi | HappyOrNot Oh, the thrill of holiday shopping. For some it’s the best time of the year; Cheerful music, glittery ornaments, gifts to make loved one’s smile, hot cocoa and a cinnamon roll break. Others are already sweating from the thought of being in a crowded store with queues as long as […]. The post 5 Tips on How to Have Happy Holiday Shoppers appeared first on HappyOrNot.
delighted
DECEMBER 19, 2018
Today, we’re launching Delighted for iOS to give you access to all of your Delighted feedback anywhere and everywhere. With Delighted for iOS, all your customer feedback is just a tap away on your iPhone or iPad. Download Delighted for iOS from the App Store today. Making customer feedback readily available and actionable has always been at the heart of what we do at Delighted.
Kitewheel
DECEMBER 19, 2018
The Professionals Behind Delivering Great Service Experiences . Customer service professionals have one of the toughest jobs out there. You have to protect your customer’s time, solve their problem, and often only talk with people when things go wrong. So customer service professionals need all of the help they can get to deliver great experiences. The potential payoff is huge, especially because businesses that have a great customer experience outperform laggards by up to 80%.
Influitive
DECEMBER 19, 2018
Did you know that aside from food and shelter, social connection is one of the most important things that humans need to survive? According to Psychology Today, “belongingness is the driving force of human behavior.” So it’s not surprising to see that online communities have grown rapidly in recent years, since they’re built on human.
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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.
Think Customers
DECEMBER 19, 2018
Bad deals, no help, and rude employees can make for a terrible holiday shopping experience. So what do customers actually want? Hear from shoppers in Stamford, Connecticut as they share what’s on their customer experience wish lists this holiday season. Listen to all episodes of The CX Pod at TTEC. .
Talkdesk
DECEMBER 19, 2018
Acxiom’s roots go deep. Founded in 1969, the identity resolution and marketing enterprise has enabled people-based marketing with their products and services that break down organizational silos to drive seamless customer experiences and higher ROI. The company has acquired numerous businesses and today serves thousands of customers across the globe.
Stella Connect
DECEMBER 19, 2018
As a contact center leader, the end of the year can be a stressful time, particularly for those in retail who are dealing with increased demand and juggling temporary staff. […]. The post How to Supercharge Your Front-Line Team in 2019 appeared first on Stella Connect.
Hero Digital
DECEMBER 19, 2018
Originally published on CMS Connected. Hero Digital, an independent customer experience agency, is one of the many technology partners that utilize the Sitecore platform for their digital experience. In a recent acquisition with Clock Four, a leader in customer experience strategy, Hero Digital will be adding another major accomplishment to their impressive growth they’ve had year over year, primarily strengthening their work in the financial services and B2B space.
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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?
Prophet
DECEMBER 19, 2018
Das Poster vor der Parteizentrale der AfD am Berliner Lützowplatz sieht weihnachtlich und friedlich aus: Vor rotem Hintergrund und dem Markenlogo lächelt ein Weihnachtsmann entspannt daher, er hat eine Flasche Coca-Cola in der Hand. Ein Plakat wie andere auch? Nicht ganz. Stutzig macht den Betrachter der Slogan: „Für eine besinnliche Zeit, sag Nein zur AfD!
Escalent
DECEMBER 19, 2018
As utilities face increasing deregulation and competition from distributed generation, they need to refocus their key performance indicators (KPIs) on metrics that describe customer actions and sentiment rather than on the somewhat passive metric of operational satisfaction.
Optimove
DECEMBER 19, 2018
Determining the preferred channel is indeed a conundrum, but self-optimizing campaigns can solve it. It’s important that channel determination be dynamic, as customer preferences change over time. – Pini Yakuel, Optimove. The post Perfect Timing: 15 Tips For Knowing When Consumers Will Be Receptive To Your Message appeared first on Optimove.
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