Customer Bliss

MAY 23, 2018

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.

Sports 197

Sports Customer Experience Travel B2C 197

Kayako

MAY 23, 2018

As technology and consumer behavior evolve, the way we provide customer service and support should, too. Until recently, customer service’s role was primarily reactive , addressing specific complaints as they arise—reacting to customer service issues after they happen. That’s changing. Data around consumer preferences, a focus on customer experience as a competitive advantage, small and agile teams…all of these factors have combined to spur the popularity of proactive customer service.

Customer Service 151

Customer Service How To Competitive Advantage Customers 151

Omnicus

MAY 23, 2018

How to prioritize your channels to provide top-notch customer support. Introduction It’s no secret that customer service response time is an important part of any businesses success. A happy customer contributes to a happy business. But because customer support is spread across multiple channels, providing timely customer support is not always so simple.

Report 140

Report Customer Service How To Customers 140

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity! Remember the old Gartner stat: 95% of companies collect customer feedback.

Feedback 126

Feedback Tips CEM Survey 126

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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.

Customers

Omnicus

MAY 23, 2018

How to prioritize your channels to provide top-notch customer support. Introduction It’s no secret that customer service response time is an important part of any businesses success. A happy customer contributes to a happy business. But because customer support is spread across multiple channels, providing timely customer support is not always so simple.

Report 140

Report Customer Service How To Customers 140

Omnicus

MAY 23, 2018

How to prioritize your channels to provide top-notch customer support.

How To 174

How To Customers Customer Experience 174

ReviewTrackers

MAY 23, 2018

You’ve got a great restaurant concept. You’re in the trendiest neighborhood in the city and you have a variety of delicious menu items. Although you’ve worked hard to create what should be a restaurant hit, you’re struggling to get customers through your doors. Whether you have one location business or a 300 location business with restaurants all over the country, you’ve got to make your restaurant feel local to acquire new customers and keep customers coming back. .

Marketing 70

Marketing Social Media Fashion Trends 70

InnerTrends

MAY 23, 2018

I used to be a marketer and I am guilty of every classic trick in the book. Yes, you heard me right: guilty! I am guilty of sending the same email to every subscriber in my list. I am guilty of sending the same email twice to the same user. I am also guilty of sending irrelevant messages to our clients. Yes, I admit it, I’ve done it all. Haven’t you?

Marketing 73

Marketing Net Promoter Score eBook NPS 73

Cyara

MAY 23, 2018

And now, I can say with confidence, so is Cyara with our new global in-country dialing capability. Businesses are increasingly operating in a global economy, and are looking to test and monitor their customer experience in countries around the world. To do that effectively and efficiently, requires the ability to dial numbers locally for the purposes of testing and monitoring.

Course 59

Course Customer Experience Contact Center Call Center 59

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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.

Communication

Truthlab

MAY 23, 2018

Reading Time: 3 minutes Some folks think brand is all about colors and fonts, logos and taglines, but that’s only a fraction of what constitutes a brand in the eyes and hearts of customers. Customers define brand through experience and experience is overwhelmingly influenced through interactions. People might forget whether your logo font is serif or sans and they […].

Brands 59

Brands Interaction Customer Experience Customers 59

Eptica

MAY 23, 2018

Date: Wednesday, May 23, 2018 Author: Pauline Ashenden Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI. Published on: May 23, 2018. Author: Pauline Ashenden 3 questions to Glen Brooks, Project Manager, Charities Aid Foundation. Established over 90 years ago, Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes, assisting their fundraising and making it easy for individuals and corporat

Knowledge Base 55

Knowledge Base Case Study Trends Banking 55

ForeSee

MAY 23, 2018

Net Promoter Score? (NPS®) is an important metric for many organizations — and one that can be challenging to improve. That’s why we’re excited to share ForeSee NPS with Predictive. The post What is ForeSee NPS with Predictive Drivers? appeared first on ForeSee.

NPS 49

NPS Net Promoter Score Metrics Measurement 49

Lithium

MAY 23, 2018

What’s the secret to a vivacious, supportive community? Engaged, responsive users. Superuser programs like Spotify’s Rock Star Program an Sephora’s Beauty Talk Super User Program are prime examples of how a community can not only foster support, but also create opportunities to purchase more products and organically establish brand advocates. At Lithium, we want to recognize the superusers that have gone above and beyond to help out their peers, and are the integral pillars that helped cultivate

Meeting 40

Meeting Customer Engagement Engagement Industry 40

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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,

Tips

Hello Customer

MAY 23, 2018

By now your inbox must be crammed with e-mails concerning changes in privacy policy all around. If it is any consolation, ours is too. Starting May 25, the EU ’s new privacy law or GDPR (General Data Protection Regulation) goes into effect. Simply put, this means that every company from then on out has to comply with new general privacy guidelines when it comes to collecting data from private individuals.

Guidelines 40

Guidelines Policies Data Company 40

Lithium

MAY 23, 2018

What’s the secret to a vivacious, supportive community? Engaged, responsive users. Superuser programs like Spotify’s Rock Star Program an Sephora’s Beauty Talk Super User Program are prime examples of how a community can not only foster support, but also create opportunities to purchase more products and organically establish brand advocates. At Lithium, we want to recognize the superusers that have gone above and beyond to help out their peers, and are the integral pillars that helped cultivate

Meeting 40

Meeting Customer Engagement Engagement Industry 40

Peter Lavers

MAY 23, 2018

International recognition is coming thick and fast for Peter Lavers as a top influencer / expert in the field of Customer Experience (CX). This time it’s Cloud Knowledge Management specialists Panviva , who have named Peter in their list of top CX professionals to follow. Once again, it’s a great list of the great and the good in the field, and Peter’s honoured to be included.

Customer Centricity 40

Customer Centricity Report Customer Experience Management 40

Lithium

MAY 23, 2018

What’s the secret to a vivacious, supportive community? Engaged, responsive users. Superuser programs like Spotify’s Rock Star Program an Sephora’s Beauty Talk Super User Program are prime examples of how a community can not only foster support, but also create opportunities to purchase more products and organically establish brand advocates. At Lithium, we want to recognize the superusers that have gone above and beyond to help out their peers, and are the integral pillars that helped cultivate

Meeting 40

Meeting Customer Engagement Engagement Industry 40

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.

Retail

Chattermill

MAY 23, 2018

CX Will Do a Lot More Good Than Marketing. by Dmitry Isupov on 24 May 2018. cx. customer experience. nps. growth. Also Marketing will soon report into CX. colourful crowd. The increasing buzz around customer experience (CX) is good news for both brands and consumers. Finally, businesses across the board, are starting to focus on delivering maximum genuine value to their customers rather than spending astronomical budgets on ads with the hope that people will buy their product.

Marketing 40

Marketing NPS Effort Score ROI 40

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. How to resolve and prevent those issues. The process for resolving those issues. The leading metrics that ensure you’re on track to accelerate profitable growth. Resources (including a whitepaper and template) to put this system into action.

Measurement 40

Measurement Customer Success Metrics B2B 40

Grade.us

MAY 23, 2018

Encouraging reviews is one of the most important things small businesses can do to boost their reputation online. Check out these statistics about the impact of reviews : 72% of shoppers say that positive reviews make them trust local businesses more. 92% of people will use a local business if it has at least a 4-star rating. Customers are likely to spend 31% more on a business with “excellent” reviews.

Marketing 48

Marketing Social Media How To Tools 48

Playvox

MAY 23, 2018

We don't blame you for micromanaging. Everyone knows it's not pleasant. Yet, sometimes we feel obligated to micromanage because of the circumstances.

Call Center 40

Call Center Management 40

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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.

Training

Happy or Not

MAY 23, 2018

By Ruchi Goel 3 MIN READ Each one of us receives feedback requests daily. But how many of us share our genuine feedback, or even think about doing it. To be honest – we rarely do that. But Why? Is it the lengthy feedback forms? Is it an email stuffed with gibberish? Or it is only […]. The post How to Make it Easy for Customers to Share Feedback appeared first on HappyOrNot.

Feedback 40

Feedback How To Customers 40

Brad Cleveland Blog

MAY 23, 2018

From the video series "Thriving in the New Era of Customer Relationships"

Culture 26

Culture Engagement Video Customer relationships 26

Pointillist

MAY 23, 2018

By Steve Offsey. More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By analyzing millions of data points in real-time, customer journey analytics software can help you discover the most important customer journeys and prioritize those opportunities that significantly impact business goals like increasing revenue, reducing churn and improvin

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Brad Cleveland Blog

MAY 23, 2018

Culture 21

Culture Engagement Contact Center Call Center 21

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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?

Customer Experience

Oracle

MAY 23, 2018

CPG. Apparel. Luxury. Electronics. Cosmetics. Even food and beverage. All kinds of brands are looking for ways to reach their end-customers better with beautiful websites and carefully orchestrated shopper journeys. But most brands are only seizing half of the opportunity. Direct-to-consumer sites are taking off in a major way. Retail disruption has condensed the number of retail stores and channel partners.

Brands 49

Brands Ecommerce Apparel B2B 49

Brad Cleveland Blog

MAY 23, 2018

Culture 20

Culture Engagement Contact Center Call Center 20

Influitive

MAY 23, 2018

Meagen Eisenberg, CMO at MongoDB, can smell covert sales tactics almost instantly. Instead of sending her funny GIFs or email forwards, she believes good sales people can get her the resources she needs to make a purchase decision – whether it’s an introduction to another CMO for a product use case, or providing technical support.

Sales 61

Sales Resources Customers B2B 61