Experience Matters
FEBRUARY 14, 2018
The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.
Kayako
FEBRUARY 14, 2018
When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar. They’re good quality and generally last a good while.
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BlueOcean
FEBRUARY 14, 2018
Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. And asking who really owned the channel anyway – was it marketing? Or was it customer service?
NICE inContact
FEBRUARY 14, 2018
Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel), they choose. Many businesses have begun to deploy a strategy to meet these omnichannel customer service demands, and in doing so, believe that they are delivering an excellent service experience.
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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.
CX Journey
FEBRUARY 14, 2018
Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved. What's the reason for that? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Joe Rawlinson
FEBRUARY 14, 2018
The power of social media among today’s consumers is no secret. With over 2.8 billion global social media users , which equal roughly 37 percent market penetration, the opportunity for businesses to engage and connect with existing and new customers is vast and constantly growing. So what can you do to really use this tool and build your customer engagement?
ShepHyken
FEBRUARY 14, 2018
What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?). If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience.
Amity
FEBRUARY 14, 2018
We’ve all been there. Churn, cancellation, breaking up. Call it what you may, it hurts. As it is in life, it is also true in business – when you go through a breakup, you should take the time to reflect, learn, and adjust accordingly. I am sure that you have heard this saying before, but it is worth repeating: “those that do not learn from history are doomed to repeat it” (George Santayana).
Second to None
FEBRUARY 14, 2018
As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. Understanding how your organization can meet customers within these evolving channels can help vault you ahead of industry competition and endear your brand image in the eyes of your customer.
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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.
Happy or Not
FEBRUARY 14, 2018
What is happiness? Of course, happiness is subjective to the individual, but research in the field of positive psychology, the study of happiness and how ordinary people can become happier and more fulfilled, often defines a happy person as someone who experiences frequent positive emotions, and infrequent (though not absent) negative emotions. In business, it’s essential to understand how your customers perceive your service performance and your brand to know how to offer them positive (happy)
Solvvy
FEBRUARY 14, 2018
The post Customer Retention Field Guide: 18 Tactics That Keep Customers & Keep Them Happy appeared first on Solvvy.
Eptica
FEBRUARY 14, 2018
Date: Wednesday, February 14, 2018 6 trends that drive today’s consumers. Published on: February 14, 2018. Author: Olivier Njamfa Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. However, as well as looking at how they can deliver a better service across the customer journey and at specific touchpoints , it is important to look up and take a wider view.
iPerceptions
FEBRUARY 14, 2018
Everyone is well aware of the value that customer feedback can bring to your organization. Unfortunately, many companies fall into traps that prevent them from being able to get the most value out of this feedback.
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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,
InboxAI
FEBRUARY 14, 2018
If you work in customer success, we know you love your customers. It sounds corny, but that’s the honest truth. You like having this long-term partnership with your customers. Many CSMs told us , that they feel best when they have helped a customer get value. For CS managers or VP’s, the ultimate goal is to make sure that clients are taken care of ALL THE TIME.
Oracle
FEBRUARY 14, 2018
Oracle is hosting its CloudWorld events across the globe in cities like Mexico City, Shanghai, New York, and Sydney, showcasing the latest in cloud technology to professionals in functions like finance, HR, marketing, and customer experience. This week, the SmarterCX team attended Oracle CloudWorld in New York City. Here are three customer service lessons we learned at the event. 1.
COPC
FEBRUARY 14, 2018
Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. This past summer my wife and I purchased the Nest Learning Thermostat. The big draw for us, aside from the $75 rebate from our utility company, was the fact that the Nest Learning Thermostat can automatically switch between cooling and heating.
Lithium
FEBRUARY 14, 2018
Happy Valentine’s Day! We’re celebrating YOU and how meaningful you make our work here at Lithium. Our customers amaze us everyday and we are grateful for your loyalty. Here’s just five of the many things we love about you: 1. You focus on making a difference in people’s lives. Every day, you work to help make your customers’ lives easier, better, and more aligned with values that put humanity first and foremost.
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.
Confirmit
FEBRUARY 14, 2018
A panel of Market Research experts, including Confirmit’s Leslie Albright, will join GreenBook's Leonard Murphy, to share their expertise and perspectives in response to the findings from the 22nd edition of the GreenBook Research Industry Trends (GRIT) Report. Over 1500 researchers took part in the GRIT survey to share their thoughts on topics ranging from the adoption of emerging methods, buyers’ satisfaction with research suppliers, and how the industry will change moving forw
Lithium
FEBRUARY 14, 2018
Happy Valentine’s Day! We’re celebrating YOU and how meaningful you make our work here at Lithium. Our customers amaze us everyday and we are grateful for your loyalty. Here’s just five of the many things we love about you: 1. You focus on making a difference in people’s lives. Every day, you work to help make your customers’ lives easier, better, and more aligned with values that put humanity first and foremost.
Confirmit
FEBRUARY 14, 2018
Customer Experience best practices are everywhere. And while they’re great to hear about, useful to listen to and interesting to consider – implementation can be another thing entirely. What the CX best practice gurus don’t often tell you about are the barriers that you’ll need to overcome. The naysayers, the processes, the red-tape and the various organizational structures that mean the magical best bits often get diluted into something more compromised.
Strativity
FEBRUARY 14, 2018
Strativity’s Touchpoint Dashboard touched-down for a historic week “Down Under” in Australia this week. The Touchpoint Dashboard touch-down was recorded for posterity in this Australian recreation of the Beatles’ Abbey Road album cover, shot in picturesque Glebe, Sydney. Pareto Fundraising, a direct response fundraising agency that helps charities raise vital funds for providing services, commenced the ground-breaking new program to map Australian donor journeys this week, using the world’s lead
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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.
CSM Magazine
FEBRUARY 14, 2018
I first learned about instrumental and integrative motivation when I was an English teacher, many years ago. The concept was first established by Gardner and Lambert in 1972 to explain why some students acquire a second language faster and better than others. In this article I will explain how that same concept applies to companies and performance and clearly explains evolution and sustainability.
Talkdesk
FEBRUARY 14, 2018
Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Intermediary metrics, however, play an immensely important role in diagnosing performance, identifying challenges and uncovering opportunities.
CSM Magazine
FEBRUARY 14, 2018
Larry Galler recounts a Valentine’s Day story that teaches an important lesson in customer loyalty. It was Valentine’s Day and a young man went into a flower shop to purchase a beautiful rose for his girlfriend. The florist seemed to take extra time selecting the flower. After the man left the store, wrapped rose in hand, the new employee asked the florist whether there was some difficulty selecting one rose from a container that held a few dozen similar, if not identical blooms.
UserReplay
FEBRUARY 14, 2018
It’s time to turn down those lights, Get the champers on ice, Tee-up a little. The post Your Ultimate Valentine’s Mix-tape for CeX Success appeared first on UserReplay.
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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?
QuestionPro Audience
FEBRUARY 14, 2018
Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands. However, if the participants are responding arbitrarily, the survey instrument may need some attention in order to get the actionable data necessary to make accurate decisions. It is important to keep survey respondents engaged in order to ensure a positive experience for both parties involved.
OpinionLab
FEBRUARY 14, 2018
Guest post from Tim Carrigan, Consulting VP at Andrew Reise. 2017 was a year that ushered in several new words into our vocabulary … fake news, fidget spinners, and of course … Bitcoin. While we will intentionally avoid discussion on fake news, Bitcoin and other crypto-currencies definitely have our attention. We’ve been fortunate enough to have a front row seat and help clients navigate some of the uncertainty and drive real innovation in their business.
Maru/HUB
FEBRUARY 14, 2018
The Five Love Languages by Gary Chapman explores how different people experience, express, and receive love. The original concept dealt with personal relationships, but customers have their own five love languages, too – all of which enhance the Customer Experience. Feeling valued. When companies make buyers feel like they matter people often feel safe with and connected to that business.
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