InMoment XI
AUGUST 2, 2018
MaritzCX clients often ask us “why are our scores on the same question different between these two studies?” We commonly find that mode effects explain the differences, however there are other aspects of research that may be at play, two of which we discuss below: Relationship vs. Transactional Relationship studies are conducted periodically to explore.
Kristina Evey
AUGUST 2, 2018
Empathy… Empathy Improves the Customer Experience. We all know what it is and hopefully, many of us display it and receive it on a daily basis. Empathy builds human connections. It fosters an emotional rapport and bond. It makes you feel safe. Why is it that we seem to think that empathy plays no role in Business? I think that is so very wrong.
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Amity
AUGUST 2, 2018
When things are moving fast, it’s vital to remember that communication with your customers should be a priority for your team and that your customers don’t feel like you have outgrown them. Customer behavior and satisfaction largely depend on the effort a company devotes to customers. Here are a couple of things you can do to make sure you don’t lose sight of them.
GetFeedback
AUGUST 2, 2018
Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? It happens to everyone at some point. And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Let’s take a look at the most common pitfalls and how you can avoid them.
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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.
Centriam Customer Experience Lab
AUGUST 2, 2018
As you begin building a customer experience (CX) program, a common first step is gathering feedback from your customers. We’ve found that surveying customers about their interactions across major touchpoint is an easy place to start. We recently published a three step guide to starting a CX program based on this method. Download our Community Banking CX Blueprint here to get a jumpstart on your CX planning.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Provide Support
AUGUST 2, 2018
Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed. It also helps to: measure customer satisfaction. improve products and services. show that you value customers’ opinions. create the best customer experience. establish reliable source of information to other consumers. collect data that helps taking business decisions.
kommunicate
AUGUST 2, 2018
We all know that customer is the king. Keeping your customer happy or satisfied plays an important role in the growth of any business. But, there are many questions that need answers when improving customer happiness and satisfaction, such as: How do we know what the customer wants? How do we know if the customer […]. The post How to Get Feedback from Customers?
Second to None
AUGUST 2, 2018
Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. A positive viral moment can serve as one of the most powerful and cost-effective marketing tools. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.
Influitive
AUGUST 2, 2018
If you’re reading this, you’ve probably put in the research and are ready to start investing in advocacy. Congratulations for coming this far already on your advocacy journey! If you’ve already seen the success that companies like yours have had with their programs, then you know how far advocacy can take you—and hopefully you’re as.
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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.
Playvox
AUGUST 2, 2018
Management sets the tone for an efficient workplace. Good management knows how to manage its workforce. Great management keeps employees motivated and in line with the company strategy and goals. However, poor call center management practices can cause some serious damage not only internally, but also at a customer service level.
ERDM
AUGUST 2, 2018
Article by Ernan Roman Featured on CustomerThink.com Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements? Based on our VoC research , we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department
One Millimeter Mindset
AUGUST 2, 2018
Businesses have a customer experience gap. Do you know where your gap is located? I’ve spoken with many business owners, consultants, sales people or post-sales support professionals. Each individual I’ve spoken with is adamant that: “W e stick close to the customer to create great experiences.”. Which is great, in theory. However, stuff gets messy , in practice.
ERDM
AUGUST 2, 2018
Article by Ernan Roman Featured on CustomerThink.com Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements? Based on our VoC research , we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department
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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,
Lithium
AUGUST 2, 2018
Have you submitted your Lithy?! Well we thought you may want to know who will be reviewing them once we've received yours! We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world.
eGain Blogs
AUGUST 2, 2018
We just announced the immediate availability of the eGain Cloud AlwaysOn , an industry-first offering of its kind in the customer engagement applications space. It slays the scheduled maintenance downtime dragon, raising the bar on availability and disaster recovery. The Always-On Customer Age is already upon us. According to Pew Research, 77% of American adults go online daily with 26% being hyper-connected, saying they go online “almost constantly.
Lithium
AUGUST 2, 2018
Have you submitted your Lithy?! Well we thought you may want to know who will be reviewing them once we've received yours! We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world.
eGain Blogs
AUGUST 2, 2018
We just announced the immediate availability of the eGain Cloud AlwaysOn , an industry-first offering of its kind in the customer engagement applications space. It slays the scheduled maintenance downtime dragon, raising the bar on availability and disaster recovery. The Always-On Customer Age is already upon us. According to Pew Research, 77% of American adults go online daily with 26% being hyper-connected, saying they go online “almost constantly.
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.
Lithium
AUGUST 2, 2018
Have you submitted your Lithy?! Well we thought you may want to know who will be reviewing them once we've received yours! We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world.
Oracle
AUGUST 2, 2018
In 2018, digital marketing is the most hired-for marketing role. The most sought-after skills in candidates for digital marketing roles include digital advertising, content creation and curation, and email marketing according to McKinley Marketing’s 2018 Marketing Hiring Trends Report. However, even if you don’t possess a degree in digital marketing, there’s plenty of opportunity for both creative and analytics-driven professionals to get into the field.
Lithium
AUGUST 2, 2018
Have you submitted your Lithy?! Well we thought you may want to know who will be reviewing them once we've received yours! We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world.
Ecrion
AUGUST 2, 2018
In an effort to continue to provide a superior customer experience, Ecrion is happy to announce Enhancements to our Professional Services. We’ve listened to our customers’ wants and needs and are pleased to offer our new, best-in-class Professional Services Offerings. While we will implement a rate change in October, we’ve ramped up our capabilities to include template design, infrastructure and software health checks, and peace of mind check-ups.
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.
Solvvy
AUGUST 2, 2018
The post Top 5 Burning Questions on Business Applications of AI appeared first on Solvvy.
Smith+co CX
AUGUST 2, 2018
WH Smith Staff at the till: “Would you like a bar of chocolate as well?”. Customer: “No, I’d like you to stop wasting my time and sort your service out, because it’s a joke.”. In recent weeks we’ve seen that WH Smith has been voted the ‘worst retailer on the UK High Street’ in a survey of more than 10,000 consumers. The survey, carried out by consumer group Which?
Forrester's Customer Insights
AUGUST 2, 2018
Siemens announced acquisition of Mendix, a leading low-code development platform, for $730 million in cash, or 7-8 times annual revenues, we estimate. Yes, that’s the $83 billion industrial powerhouse, Siemens. Mendix will join Siemens’ $13 billion Digital Factory software division, but operate independently and as it did before the acquisition (scheduled to close in October […].
Solvvy
AUGUST 2, 2018
We all have burning questions around AI and the new business opportunities it presents. At Solvvy, we are fortunate to have Tom Mitchell as an advisor and our in-house expert. Tom is widely recognized as a pioneer of AI & machine learning and wrote one of the first books on machine learning (aptly titled “Machine Learning”). He previously served as Chair of the Machine Learning Department at Carnegie-Mellon University, where he continues to teach today.
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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.
Forrester's Customer Insights
AUGUST 2, 2018
Well, it’s happening! My first Forrester report was published this week. (Forrester clients can access here). The topic? Cyber security transformation of course! It’s what I have lived and breathed for the last 3.5 years. I have also engaged peer CISOs doing terrific work transforming their firms’ security function and capabilities – I’ve always had […].
ReviewTrackers
AUGUST 2, 2018
If you’re in the construction or contractor business, you’ve probably heard of GuildQuality. The site allows consumers to search for contractors by name, location, and type of work, kind of like TheKnot but for people who are looking for builders, remodelers, and contractors instead of wedding vendors. GuildQuality is also (and primarily) a customer satisfaction surveying software designed for remodelers, home builders, real estate developers, and home improvement contractors looking to grow the
Forrester's Customer Insights
AUGUST 2, 2018
Today, Cisco announced that it has acquired Ann Arbor, Michigan/California-based Duo Security for $2.35 billion in cash. Founded in 2010, Duo Security has been growing rapidly over the last few years with its multifactor authentication (MFA) offering and has raised over $120 million in venture financing to date. Based on Forrester’s estimates of Duo Security’s […].
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