Thu.Mar 14, 2019

Think Out(side in) of the Box

Hello Customer

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.

Customer Expectations are Changing. Here’s How to Keep Up.

NICE inContact

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.

5 easy ways to use customer testimonials in your marketing efforts today


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).

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19


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.

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.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.

More Trending

Understanding the Customer Journey in Banking


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.

Webinar Recap from Temkin’s “Driving CX Action, not Just Insights


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.

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6 Ways to Improve the Efficiency and Productivity of your Contact Center Agents with Live Chat


The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage support and communicate with website visitors. Using live chat to communicate with your website’s visitors is easy and straightforward, and offers more benefits than the traditional phone – like the ability to share screens and send files. But live chat isn’t just for your customers.

Three Common Mistakes When Building Graph Applications


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.

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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.

6 Ways to Improve the Efficiency and Productivity of your Contact Center Agents with Live Chat


The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage support and communicate with website visitors. Using live chat to communicate with your website’s visitors is easy and straightforward, and offers more benefits than the traditional phone – like the ability to share screens and send files. But live chat isn’t just for your customers.

How to Handle Customer Escalations in the New Customer-Centered Economy


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. And they want a personalized experience that makes them feel as if your business is built around their needs.

Field Service USA Report | Emerging Technologies in Field Service


See how IoT, Big Data, AR and AI drive better service results for today’s service leaders.

The best communication channels for complexity and urgency


UJET previously discussed issue complexity and urgency for customer support. There isn’t an ideal single channel for customer support because issues all have different levels of complexity and urgency. Multichannel Support Live Chat Customer Support

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.

Does Your Major Account Team experience Stakeholder Resistance?

One Millimeter Mindset

Major account teams strive so hard to create client-focused solutions. However, no matter how insightful the solution proposed, there can be stakeholder resistance. And not only from the client side of the table. This scenario frustrates not only the major account teams.

Migration to Agile - Leveraging the Cyara CX Assurance Platform


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.

5 In-Store Customer Experience Game Changers Shoppers Can’t Live Without

Smarter CX

With the creation of department stores in the mid-to-late 19th century came a complete transformation of how individuals purchased goods.

Canned Responses for Better Customer Service Email Management

ProProfs Chat

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How Often Should I Hold Quality Assurance Calibration Sessions


HR Management for CX CX Culture

How to Bring Dead Users Back to Life


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?

International Women’s Day – Let’s Keep the Conversation Going!


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.

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Performance Marketing in Display: Uncommon, but Possible


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

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.

Launching the PostFunnel Forums: Putting CRM Thought-Leadership on a Pedestal


For professionals, networking is the name of the game: Sharing our thoughts, comparing tactics and picking up a best practice or two from our peers, expanding our circles. But think about it – how many professional events have you participated in during the last 12 months?

United Utilities’ Service Recovery Team Wins Awards Hat-Trick

CSM Magazine

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.

AI Series: What is Predictive Marketing & How Sentiment Unlocks It for You


The simplest definition of predictive marketing is fairly obvious – predicting future consumer wants and needs to ensure you’re always delivering and staying ahead of competitors.

Employee Surveys is Still the Best Way to Measure Engagement

ProProfs Chat

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees.

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.