Hello Customer
MARCH 14, 2019
What's the key to a good feedback strategy? In the previous episode of “Leslie Illustrates” we talked about the importance of listening to your customers. This week our CEO points out two common pitfalls when asking for feedback; an inside-out focus and working with scores instead of stories. Watch and avoid! ???.
NICE inContact
MARCH 14, 2019
Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Qualtrics
MARCH 14, 2019
This is a guest post from our friend, Jordan Wahl, of G2 Crowd . Let’s face it – building strong brand equity isn’t easy nor can it be done alone. It’s more than the work of one mastermind, and it’s more than the success of one big marketing campaign (as nice as that sounds). To be quite honest with you, establishing that solid brand and reputation takes time – it takes an army.
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.
Advertisement
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.
CloudCherry
MARCH 14, 2019
On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ReviewTrackers
MARCH 14, 2019
The Importance of Customer Journey in Banking. There is so much disruption going on in the world of banking and financial services. After a decade of having to deal with serious trust issues and thin margins, banks today continue to face a mix of challenges. Regulation. Reputation issues. Fickle consumer loyalty and ever-changing preferences. Not to mention, the entry and growth of non-traditional competitors like Alipay, WeChat, and Amazon Cash, among many others.
datastax
MARCH 14, 2019
At DataStax, we help customers build some of the largest production applications on graph databases in the world. From these experiences, we’ve collected a set of three common pitfalls where teams frequently misstep when getting started with graph technology. These themes happen to parallel one of my favorite video games of all time: SimCity 2000.* SimCity 2000 is a game created in the early 1990s that requires a significant amount of trial and error to be successful.
Totango
MARCH 14, 2019
Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner.
Alliance by IFS
MARCH 14, 2019
See how IoT, Big Data, AR and AI drive better service results for today’s service leaders. Service has always been a key differentiator for manufacturers and distributors, but today’s industry leaders are changing their entire infrastructure to focus on engagement and technological advancements to drive revenue and customer satisfaction. IoT, Big Data, AR, machine learning, and AI are quickly taking the field service industry by storm, leading a wide range of field service industries to in
Advertisement
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.
Oracle
MARCH 14, 2019
With the creation of department stores in the mid-to-late 19th century came a complete transformation of how individuals purchased goods. According to National Women’s History Museum (NWHM) , these super stores were developed to both invite and accommodate women, factoring in women’s needs and interests, to develop an unforgettable customer experience females would crave more of.
Cyara
MARCH 14, 2019
I recently caught up with Scott Anderson, SVP, Senior Team Lead, at Bank of America, and asked him how his team makes test automation so successful. Scott is an expert in IVR quality assurance and testing and has been at the forefront of customer experience assurance.
Kustomer
MARCH 14, 2019
I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. Every other month we’ll be building out a recommended reading list for CX leaders interested in professional and personal development, including staying up-to-date on the latest customer management thought leadership. If your first reaction is to think you’re too busy for a book club, I get it.
ProProfs Chat
MARCH 14, 2019
There are times when there may not be a ready solution to address a customer’s problem. This is when canned responses and rule-based automated messages enable your support team to quickly send emails to customers. Canned responses are one of the unique ways in which companies can deliver excellent customer service. They are pre-populated helpdesk messages that customer support agents can send to customers for quick responses.
Advertisement
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,
Gainsight
MARCH 14, 2019
You may think your product is healthy, but there’s a scary secret hiding in your data that you may not be equipped to defeat. Why is it that when discussing the health of a product, it’s more common to ask how many active users you have instead of total users? This doesn’t give you a complete view of product health. Peel back the layers of your data and you’ll discover a sinister surprise.
Kapta Customer Success
MARCH 14, 2019
Client Success is an integral program that can make or break a business’ success in the modern age. With so many choices in the software and services world, it’s the experience and relationships that you’ll have with your customers that will drive your revenue goals. Your strategic accounts are everything, and if you’re doing your job right and nourishing the accounts correctly, you should be everything to their organization as well.
Qualtrics
MARCH 14, 2019
A message from our Women’s Network Leader – Jessica Nava. This past Friday Qualtrics hosted our first ever X4 Experience Day at Provo HQ. We were able to introduce attendees to the Qualtrics way of life and how our success stems from our culture and values. Upon arrival, attendees were taken on group tours and shown around the office. Content began with a deep dive into understanding our culture and Qualtrics Life from our Talent Brand Leader, followed by an intimate conversation with our
InteractionMetrics
MARCH 14, 2019
I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide feedback.
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.
DemandJump
MARCH 14, 2019
The Performance Marketing Association defines Performance Marketing as, online marketing and advertising programs in which advertisers pay marketing companies (a.k.a. affiliates or publishers) when a specific action is completed; such as a sale, lead, or click.
InteractionMetrics
MARCH 14, 2019
I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide feedback.
Think Customers
MARCH 14, 2019
The name of the game for The BRITE ’19 at Columbia University was building an impactful brand through purpose, technology, and cooperation. Attendees learned that creating genuine interactions not only drives brand awareness, but also fosters real and meaningful moments with audiences. In particular, Aflac insurance executives and partners spoke about how the company uses technology to grow its brand strength while simultaneously helping people.
CSM Magazine
MARCH 14, 2019
United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March. The team, based in Warrington, UK, picked up the prizes for most improved complaint handling, most proactive complaints team and Sally Ainsworth won complaint handling leader of the year. The awards, held at the Park Plaza Victoria Hotel in London on Friday 8 March, recognise the inspiring organisations who are dedicated to effective complaint handling.
Advertisement
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.
Forrester's Customer Insights
MARCH 14, 2019
The excess of adtech and martech such as demand-side platforms (DSPs) and data management platforms (DMPs) gives marketers all the control and insights required to run efficient and effective media campaigns. The prospect of marketers owning their data and putting hands on keyboards for digital campaigns calls into question the real need for media agencies. […].
NetBase
MARCH 14, 2019
Password Protected. To view this protected post, enter the password below: Password: Submit. The post Protected: Sumo Popup Test appeared first on NetBase.
Forrester's Customer Insights
MARCH 14, 2019
NoSQL is more than a decade old! Only a few years ago we were talking about how NoSQL was still maturing and its ecosystem still evolving. Today, NoSQL is used by more than half of large companies around the globe to support all kinds of workloads. Companies like its flexible, schemaless model, portability and lower […].
Qualtrics
MARCH 14, 2019
X4 2019 saw HR professionals from around the world gather to hear from the brands creating breakthroughs in Experience Management including Patagonia, Sephora, Zillow Group, Riot Games and Coca-Cola. It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture.
Advertisement
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?
MyCustomer
MARCH 14, 2019
Loyalty. How Hrvatski Telekom uses CX as a differentiator.
CloudCherry
MARCH 14, 2019
At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts. The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business.
Expert insights. Personalized for you.
40 
Let's personalize your content