Thu.Dec 20, 2018

article thumbnail

Are You Making Intuitive or Rational Decisions?

Beyond Philosophy

How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure. However, participants at a study at Vanderbilt University do. The participants typed from 72 to 94 words a minute.

System 107
article thumbnail

3 Reasons Why You Should be Tracking Customer Experience as Part of Your eCommerce Strategy

Kayako

eCommerce is probably the field with the most key performance indicators ( KPIs ) to track. Though you can optimize your online business as much as you want, none of that will matter if you’re not keeping track of your goal posts and data. Ideally, you should choose and monitor your KPIs based on your niche and business goals. Certain KPIs might be relevant for you while others may not, depending on what you’re trying to measure and accomplish.

Ecommerce 127
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How BrowserStack Boosted Their CSAT and NPS With Quality Assurance

Playvox

CSAT and NPS are crucial metrics to consider when overseeing any call center or customer service department. CSAT (Customer Satisfaction) and NPS (Net Promoter Score) are both different, but apply to your customers’ experience: CSAT focuses on measuring the customer’s satisfaction with your services. NPS covers the customer’s likelihood of recommending you to others, based on the score they assign to your company.

NPS 40
article thumbnail

Best of the Podcast 2018: Build Power Moments in Your Customer Experience

Customer Bliss

“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.

Video 121

More Trending

article thumbnail

8 Unique Retently Features – Things That Only This NPS Service Can Do

Retently

Potential customers often ask us — “what makes Retently better than the competition?”. This is something we think about a lot. After all, answering this question well leads to acquiring new business, while responding poorly sends potential customers fleeing for whichever competitor they’re comparing us to. Comparing Retently to the competition is quite a challenge.

NPS 78
article thumbnail

The Partner Technologies of DSE 6.7

datastax

It’s safe to say that the technology partner and ecosystem team at DataStax is in love with DataStax Enterprise (DSE) 6.7. It’s been two years since we moved this team into our Product and Engineering Organization, which enabled us to better prioritize customer needs around building an extensible platform and an ecosystem of complementary technologies.

article thumbnail

From Gen Z to the Silent Generation: How Consumers Are Tackling Holiday Shopping This Year

Oracle

Holiday traditions like Black Friday continue to engage shoppers across generations. However, where malls and parking lots were once the only congested places, now online waiting rooms contain consumers hoping to check big-ticket items off their lists. The rise of the online holiday shopping experience even lead to the introduction of Cyber Monday –Black Friday’s digital counterpart–in 2005.

article thumbnail

15 company culture ideas: The best, worst and the quirkiest we’ve seen!

SurveySparrow

When you see a child running rampant through the supermarket or see a person who is not essentially kind and helpful, what would be your remark on that? Of course, you shouldn’t judge anyone, let alone the unfortunately tired and tied-up parents, but wouldn’t it cross your minds all the same? That they are ‘not brought up well’?

Culture 69
article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

Is customer success right for me?

CustomerSuccessBox

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. Though many of you have started looking out actively for SaaS customer success roles, like all job profiles, no matter how good you might be, it is NOT meant for everyone.

article thumbnail

MS 2018 Year In Review: Level Up!

Magellan Solutions

It’s almost the end of the year again! Although 2018 feels like it passes like the wind, for the Manila-based business process outsourcing company Magellan Solutions, it is a long year of fun and development. Let’s all take a look back at the events that happened inside and outside the company within this year. Employees at play — Summer Outing 2018.

Sports 65
article thumbnail

Have better conversations: The phone support implementation checklist

UJET

Phone support is a time-tested customer support channel and has consistently remained the most common way for customers to interact with companies.

article thumbnail

5 Pillar Customer Success Strategy Stack

ClientSuccess

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

article thumbnail

Phishing: The Simple Attack That Shreds The Defenses of Sensitive Network

Forrester's Customer Insights

Diplomatic networks carry some of the world’s most sensitive information – communications between world leaders, key technical intellectual property, trade strategies, and military plans. A recent report by anti-phishing vendor Area 1 Security, reveals that a 3 year-long cyberattack led to the successful breach of the European Union’s diplomatic communications network.

article thumbnail

[Infographic] What’s Driving and Delaying Digital Transformation in IT?

Bizagi

What exactly is driving digital transformation in IT departments? Even more importantly, what is blocking the path? Computing research have the answers and we’ve set out the highlights for you in this research infographic: Download – ‘ Top 5 Challenges of Digital Transformation and How to Tackle Them ‘ The post [Infographic] What’s Driving and Delaying Digital Transformation in IT?

article thumbnail

Voice of the Employee: A Global Study Examining the Essential Role of Employee Voice in Customer Exp

Confirmit

Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products. Whether by way of surveys, focus groups, social media or a combination thereof, customer feedback has long provided a rich vein of information to mine. And as customer experience has become an increasingly significant competitive differentiator, so these insights have become more valuable.

Study 40
article thumbnail

How Buffalo Wild Wings Monitors Customer Sentiment and Competitors Over Social Media

NetBase

Jaryd Wilson (Manager, Social Media Content, Buffalo Wild Wings) discusses how NetBase and social analytics has become central to their social media strategy, allowing Buffalo Wild Wings to gain a better understanding of their products and brand over social, what customers are experiencing when they visit their restaurant. In addition, the NetBase tool allows for much deeper competitive insights how audiences feel about competitors food products.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Capturing and Using Data to Drive Relevance

Prophet

How are brands maintaining relevance with consumers today? The battleground for customers has never been so competitive and complicated. Customers are interacting with brands across an ever-increasing number of channels, touch points and devices. To cut through the noise and win consumers’ hearts, minds and loyalty means delivering products, services and experiences that are so […].

Data 40
article thumbnail

How Big Valley Marketing Zeros in on Detailed Social Conversations

NetBase

Inga Starrett (Analytics Lead, Big Valley Marketing) discusses how NetBase helps analyze and identify beneficial conversations most relevant to her customers and present them in easy to understand ways. With NetBase’s advanced natural language processing, Big Valley Marketing is able to dig deeper into social conversations than other tools, including the ability to zero in on specific discussions, segment by topics and themes, look into sub-conversations and even look at one or small colle

article thumbnail

Building iOS Chatbot with Dialogflow (API.ai)

kommunicate

In the previous post, we presented you with a simple and effective guide to integrating dialog flow bot in a website and Android. In this article, we will be sharing steps to building iOS chatbot with dialogflow. All you need to build a sample chatbot using Dialogflow and Kommunicate for an iOS app. Below is [.]. The post Building iOS Chatbot with Dialogflow (API.ai) appeared first on Kommunicate Blog.

article thumbnail

How Fullscreen Uses Sentiment Analysis to Get to the Heart of Social Conversations

NetBase

Jason Molina, Sr. Director, Strategy, and Ashley Carr, Strategist discuss how they leverage NetBase social listening as a 360 solution for in depth social analysis, insights and reporting. For their client, Pulte Homes, FullScreen used NetBase to hone-in on influential audiences to gain invaluable insights that lead to more authentic social campaigns.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

What makes a great customer feedback manager?

MyCustomer

Voice of the Customer. What makes a great customer feedback manager?

article thumbnail

How Social Insights Helped Fanthropology Empower Local Campaigns for Mission Impossible

NetBase

Kristen Longfield (Head of Consumer Insights, Fanthropology) discusses how NetBase allows her and her team to understand both where conversations are happening and what conversations are happening. Fanthropology has found value in NetBase’s ability to extract hyperlocal insights, especially from metro areas, which has given their film and entertainment clients the insights needed to improve local campaigns.

article thumbnail

Influencer Marketing in 2018: The Best Blogs, Articles, Tools, Resources and, Well, Influencers.

Grade.us

If you were to pull me aside on the street and ask me what the big marketing buzz term has been this year my answer would be instant: influencer marketing. The concept's been around for awhile, of course, but you could almost throw a dart at this year's batch of marketing articles and get a 50/50 chance of finding one that mentions this term somewhere.

article thumbnail

How Fifth Influence Handles Social Crisis through Strategic Social Intelligence & Brand Sentiment

NetBase

George Potts (Co-Founder and President, Fifth Influence) has consistently chosen NetBase as the team’s foundational social media analytics tool for its accuracy, user interface, and depth of platform coverage. Fifth Influence uses many of NetBase’s features for areas including crisis management and social listening, but recently finds the most value in brand marketing research – Uncovering market trends and comparing conversations across brands and organizations.

Brands 40
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

What Is Forrester’s Definition Of Enterprise AI?

Forrester's Customer Insights

There are two types of AI. Watch the video below to learn which one you should forget about and which one you should go full steam ahead with. Have additional questions about enterprise AI? Schedule an inquiry to dive deeper, or check out my latest research here.

Video 46
article thumbnail

3 trends that will become HR essentials and employee engagement staples in 2019

Qualtrics

In late 2017 we looked at the 6 trends that would define the coming year. Since then, we have seen many of our predictions become reality – from CX and EX becoming more closely linked, to the rise of organization-specific solutions for diversity and inclusion. For 2019, we’re looking at the 3 things that will become must-haves for every HR team.

article thumbnail

Augmented Intelligence Is The Key To Driving Rapid Business Value With AI

Forrester's Customer Insights

Leveraging AI to augment human intelligence leverages the superhuman advantages of AI and the super-AI advantages of humans to drive large, tangible business value quickly. Thanks to easier stakeholder buy-in, quantifiable ROIs, lower R&D costs, fewer technological hurdles, and less change management, AI is being used to augment jobs ranging from data center technicians and […].

ROI 46