One Millimeter Mindset
JANUARY 31, 2019
What happens to employee experience when they are not entirely incorrect? When employees propose solutions, modifications to processes or requests for increased budgets? Is there stakeholder pushback or are employees encouraged to be more curious and inquisitive? Are employees mentored to become more anticipatory about proposing solutions more aligned with stakeholder needs?
UJET
JANUARY 31, 2019
Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service.
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Waypoint Group
JANUARY 31, 2019
NOTE: Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win , was so well received that I decided to elaborate this week. Stop the “Check-InSanity”? and truly focus on retention – here’s what works best based on my 20+ years of doing this work… For B2B companies, revenue from existing customers can be as much as 80% of growth.
InMoment XI
JANUARY 31, 2019
Heightened Stance on Enterprise Data Protection–ISO 27001 Information Security Management Certification Rich Burgi Named Chief Information Security Officer In demonstrating our continued commitment to maintaining the highest standards in security for our customers, we, the customer experience (CX) company for big business, have attained a heightened level of information management security certification, ISO 27001.
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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.
Alliance by IFS
JANUARY 31, 2019
In this research report from Astea and WBR Insights, see how field service organizations in the medical device industry are prioritizing patient satisfaction with field service management software. Field service management (FSM) technology is critically important to any service-driven industry’s success, but perhaps even more so within the medical device industry.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ProProfs Chat
JANUARY 31, 2019
Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program.
Totango
JANUARY 31, 2019
Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor.
Gainsight
JANUARY 31, 2019
Ask, “What’s next on our product roadmap?” and you might find yourself drowning in an overwhelming amount of opinions. There’s a tried-and-true way to cut through the noise and it’s hiding in plain sight. Your customer data is a goldmine wrapped in a bow covered in glitter. Why? Because your customers are the most important source of information when it comes to prioritizing your product roadmap.
ProProfs Chat
JANUARY 31, 2019
Isn’t it overwhelming to see a backlog of customer emails when you log in? Don’t you want to reduce and manage your customer support queues? If yes, it’s time you make a few prudent decisions. More than ever, it is critical to offer exceptional service to your customers. Before we delve into this blog, let us learn about a few interesting facts from across the globe: Data source: Fonolo. 62% of consumers switch service providers due to poor customer service. 13 percent of unhappy customers sprea
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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.
ReviewTrackers
JANUARY 31, 2019
Organizations with doctors specializing in cosmetic treatments should get a listing on RealSelf. The cosmetic treatment-focused site features listings from over 20,000 physicians and attracts over 9.9 million consumers every month. Numbers like that make a listing on RealSelf hard to ignore because it attracts more attention from a specific audience, but only those with an informative page and a growing number of reviews will convert interested consumers to actual patients.
Customers That Stick
JANUARY 31, 2019
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Chadwick Martin Bailey
JANUARY 31, 2019
Last week Sandy Tente, CMB’s Head of People and Culture, and Liz White, Director of Advanced Analytics, greeted future market research professionals at the Michigan State University career fair. This was just one of many career fairs CMB attends all over the country—spanning from the Northeast to the Midwest and down to Georgia—excitedly meeting prospective students interested in a career in market research.
Alliance by IFS
JANUARY 31, 2019
In this research report from Astea and WBR Insights, see how field service organizations in the medical device industry are prioritizing patient satisfaction with field service management software. Field service management (FSM) technology is critically important to any service-driven industry’s success, but perhaps even more so within the medical device industry.
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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,
Hero Digital
JANUARY 31, 2019
As an office manager at a fast-paced creative agency like Hero Digital, no day is ever the same (except for running the dishwasher and unloading it!). My days are filled with a variety of tasks, from rearranging furniture and ordering lunch for client meetings to organizing our next volunteer or team-building event. I have gotten to assist with marketing events, onboarding new hires, the set-up of VIP client meetings, and helping design and move all of our employees into our 5,400 square foot of
Advantage Communications
JANUARY 31, 2019
Ever wondered why your consumers are continually leaving your business for one of your competitors? It could be that your customer service team is simply not resolving issues in a timely manner.
Oracle
JANUARY 31, 2019
Technology is changing everything from how small businesses to big brands approach sales to how customers experience the process of both browsing and purchasing. The evolution of these tech tools is happening rapidly, so what will be the next big thing, and how will it affect how we do business? At Modern CX 2018, 5 CX heroes were asked what emerging technologies they’re most excited about.
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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?
Talkdesk
JANUARY 31, 2019
You want to help your customers, you really do. So you write a gorgeous 75-page User Manual, which answers every conceivable question your customer might have about using your product or service. And then you learn the ugly truth. Nobody reads the User Manual, even though it answers the questions they’re calling and emailing you to ask. That’s where a Quick Start Guide comes in handy.
Playvox
JANUARY 31, 2019
Reporting is a key part of a transformative quality assurance program. Good reports empower you with different types of data in a fast, user-friendly format: you can view changes in performance, progression of your employees and overall impact of QA on your team without having to scour pages of complex information yourself.
Optimove
JANUARY 31, 2019
Social proof is a cornerstone of modern marketing. In this space, the most effective form of social proof is case studies. These are essential to demonstrate brand capabilities and build credibility with prospective clients. Many times, leading, innovative brands require this form of “evidence” to justify the marketing investment. Other times, this practice plays into the old social-psychological hack of proving how fellow industry players stay ahead by using the solutions, and therefore, to be
Connective DX
JANUARY 31, 2019
Elite distinction awarded for exceptional contributions to the Sitecore community, Connective DX, a Sitecore Platinum Partner, announces that Pete Navarra, Sitecore Practice Director, Dylan Young, Solutions Architect and Jeff Cram, General Manager have been named Most Valuable Professionals (MVPs) by Sitecore®, the global leader in digital experience management software.
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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.
Bold360
JANUARY 31, 2019
Major online retailers like Amazon, Wal-Mart, Target and others have an undeniable edge on small and medium-sized businesses when it comes to eCommerce. But one thing SMBs can do to beat the behemoths is compete on customer experience—and AI chatbots are a great way to do it. Especially when it comes to one of the biggest challenges SMBs face: seasonal fluctuations.
CSM Magazine
JANUARY 31, 2019
Effective complaints handling is essential for fostering customer loyalty new research by resourcing and complaints handling specialists at Huntswood has revealed. When asked, almost two thirds (62%) of utilities customers said that poor customer service is enough to make them switch to another provider, while 80% would also let a negative experience change their overall impression of a company.
Hello Customer
JANUARY 31, 2019
Hello Customer Digest: The A.I. Edition. Nothing like a corny pun to kick off the January digest! As 2019 is up and running and a lot of forecasts have been published, there's one trend we'd especially like to shine a light on: Artificial Intelligence. Didn't you already discuss this? As a matter of fact, we did briefly in our 2018 CX throwback. But since we still feel as if A.I. is something that tends to give people the shivers when they think about implementing it in their day to day life, an
Forrester's Customer Insights
JANUARY 31, 2019
When digital channels such as websites arrived, they were designed in large part as “pieces of paper” delivered on a computer screen (thus, the still-widely-used term “web page”). But the human brain wasn’t wired to slog through big blocks of text, so millions of websites (and now mobile apps and other digital interfaces) are currently […].
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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.
Qualtrics
JANUARY 31, 2019
What is your ‘why’? How does Qualtrics connect to your ‘why’? When I embarked on a degree in psychology I thought I wanted to work in mental health or criminology, but soon realised that you can make a big difference to more people in the world of Occupational Psychology. People spend most of their life at work; I strongly believe that if we can get everyone to a place where they enjoy what they do and where the companies they work for treat their people like their most important ass
Forrester's Customer Insights
JANUARY 31, 2019
In our new Forrester Tech Tide™ on video technologies for customer and employee experience, we took a look at 18 technologies that support video initiatives. Read the report to find out more about those technologies, and listen to the podcast below for a quick summary.
Qualtrics
JANUARY 31, 2019
Employee journey mapping is a great way to help you identify the moments that matter most to your business and to your employees. As you start your journey mapping process, keep these common pitfalls and best practices in mind to ensure success. An employee journey map is a way of visualizing the various stages an employee goes through in their time with a company, allowing you to identify pain points and critical moments where employee feedback and action is needed to close the gap from a curre
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