Tue.Sep 10, 2019

Customer Self Service – What the Future Holds


More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.

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The Key to Cultivating Loyalty Part 2: Designing Great Experiences


Your source for the best knowledge on collecting data to drive business improvements

How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story


How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . MineralTree is a payment platform that helps thousands of business automate their invoice-to-pay process.

Why Measuring Employee Experience Builds a Better Customer Experience


Customer experience (CX) is often driven by one seemingly universal edict: The customer is always right. But forward-thinking companies are gathering data about what actually pleases customers—and it turns out employees’ own happiness is an integral factor. InMoment’s own CX Trends research found employees are the single largest factor in making or breaking the customer experience.

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?

Charging for Customer Success Services | How to develop your monetized services strategy without increasing churn

CSM Practice

Customer Success is key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success related services for free, especially at an early stage when every customer counts the most.

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The Employee Experience is Crucial to a Successful Patient Experience


Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice.

3 Principles to Get Your Customer Experience “Stop Doing” List Started


Ever hear of a “stop doing” list? Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. .

Episode 65 – Remember the Customer in Your CX Work

Kristina Evey

Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read More Episode 65 – Remember the Customer in Your CX Work. The post Episode 65 – Remember the Customer in Your CX Work appeared first on Kristina Evey. customer feedback Journey Mapping Perception Podcasting Strategy

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.

Amazing Business Radio with Steve Farber


Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success.

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.

How to Calculate Customer Lifetime Value


To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers.

It’s back to school with IUPUI partnership


CustomerCount® has been named as an Industry Partner for the Computer Science Industry Partnership Program (CSIPP), which is part of IUPUI’s Department of Computer and Information Science in the Purdue School of Science. Continue reading → The post It’s back to school with IUPUI partnership appeared first on CustomerCount. Press Releases Computer Science CSIPP IUPUI Purdue School of Science

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.

Unlock the True Value of Your Business Relationships


Vincent Manlapaz, in an interview with Steve Tran (VP Customer Success at DemandStar), talks about the importance of treating your customers like an extension of your family. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Creating a Social Analytics Lookback for Future Planning


What went well (and not-so-well) last quarter – or even last year? Creating a social analytics lookback informs future planning. And it helps brands learn from challenges, repeat successes and continue to grow in this ultra-competitive online environment.

4 Feedback Disciplines All Product Managers Should Know


Back in the day, there were fewer formalized types of customer feedback. Product managers would wait weeks or even months for feedback to trickle in once the product was on the market. But in today’s complex, heavily software-focused landscape, it’s unrealistic to wait so long.

Everything You Need To Know About Call Center Outsourcing

Magellan Solutions

Outsourcing a call center is a promising idea, especially if you want to lower costs. Once a taboo subject, outsourcing is now the status quo. But there’s more to outsourcing than meets the eye. This guide will help you in selecting a provider that fits your budget and preferences.

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.

Are You Ready For AI And Automation?

Forrester's Customer Insights

The Future of work is a constellation of innovations that address new or accelerating challenges for companies that aim to be customer-obsessed.

10 Ways the Right Banking Software Creates a Better Customer Experience


These days, it’s hard to find people who don’t use advanced technology. Everyone is on their smartphone daily. Businesses of all industries have learned to take advantage of global digital connectivity. When it comes to banking solutions, there’s no exception.

Cameras And Displays Sell Phones; Services Create Sticky Customers

Forrester's Customer Insights

Apple held its annual fall product event in Cupertino, CA this morning. Apple continued to put forth exciting products AND services that will differentiate it from its obvious competition. age of the customer Apple consumer mobile devices

B2B vs B2C: Different Approaches In Online Sales and Marketing

Smarter CX

Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. Tempting as it is to view a consumer-based campaign as a scaled-up business-to-business strategy — or vice-versa — the reality is that it’s not the number of customers that informs key elements of a plan, but rather who is being sold to, what their expectations are, and the service levels they expect. What are the most important differences between B2B and B2C?

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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.

How To Incorporate AI Into Your 2020 Healthcare Strategy

Forrester's Customer Insights

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

Why Qualtrics – Paulina Fetha – Implementation Consultant – Dublin, Ireland


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Paulina’s “Why Qualtrics” story. I strongly believe in the Qualtrics business model because the continual assessment of the four core experiences—customers, employees, products, and brands – is the only way to success for multinationals, and Small and Medium Enterprises in the global business climate we face today.

Jump From Burning Platform To CX Transformation

Forrester's Customer Insights

In Academia we called it “publish or perish.” In Marketing we called it #StayRelevant. And in Business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff.

How to Onboard Clients For Review Management and Marketing


Updated: 9/10/19 with plenty of new examples and templates. You'll find a spreadsheet template for tracking your client’s business info, citations and review site listings at the end of this post. Available as an Excel or Google Docs template. Skip to the Free Download ».

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.