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.


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.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

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

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.

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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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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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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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

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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How Often Should I Hold Quality Assurance Calibration Sessions


HR Management for CX CX Culture

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.

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.

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?

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The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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

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.

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.

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.

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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How to Get Your Client Success Program to Stick


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.

Check out all the customer experience innovations from X4 2019


X4 2019 saw over 10,000 of the world’s Experience Management leaders gather in Salt Lake City for the biggest XM event ever seen.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.