IntouchInsight

OCTOBER 26, 2018

What is it that prevents many customer experience (CX) pros from improving CX through the VoC? Here are seven reasons.

Customer Experience 235

Customer Experience Customers 235

Cyara

OCTOBER 26, 2018

This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.

Innovation 173

Innovation Report Customer Experience Contact Center 173

InMoment XI

OCTOBER 26, 2018

I recently attended the CX Forum where brands shared and discussed not only their CX successes, but also their key challenges. Three of the principles particularly resonated with me, since they spanned the sectors and have existed as challenges since CX programmes were first established. All three are relevant for businesses in any stage of. View Article.

Video 120

Video Brands 120

QuestionPro Audience

OCTOBER 26, 2018

It’s no secret that the pet food industry is booming, and will continue to grow in 2019 due to two important factors: humanization and premiumization. Pet owners are already buying the amount of pet food they need, so the quantity can’t go up. Instead, growth is due to pet owners buying the best products for their pets. Premium pet food sales are continuing to increase, whereas other areas are seeing drops in growth.

Industry 170

Industry Sales Innovation Report 170

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Customers

GetFeedback

OCTOBER 26, 2018

The modern customer expects instant support from a real person—can you provide that? .

How To 225

How To Customer Expectations Customers 225

Beyond Philosophy

OCTOBER 26, 2018

Some people spend a great deal on money on expensive products just so they can be seen using them. Other people buy very cheap items. Both of these groups could be ‘consuming conspicuously’ What does this mean and how can you use this to move your customer experience to the next level? Colin will reveal how you can benchmark your organizational performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.

Consumers 83

Consumers Groups Report Customers 83

Customer Enthusiast

OCTOBER 26, 2018

Last week I had the privilege of traveling to Philadelphia to visit the newly-opened Comcast Technology Center where I was joined by a cast of customer experience (CX) influencers: Jay Baer , Chip Bell , Jeanne Bliss , Joey Coleman , John Dijulius , Matt Dixon , Moira Dorsey , Shep Hyken , Scott McKain , Adam Toporek , Bill Quiseng , and Jeannie Walters.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Omnicus

OCTOBER 26, 2018

Find out if you’re cut out for creating an amazing customer experience.

Customer Experience 70

Customer Experience Customers 70

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? What about the service experience was extraordinary?

Hotels 49

Hotels Hospitality Guest Experience Leadership 49

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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

Micah Solomon

OCTOBER 26, 2018

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49

Ecrion

OCTOBER 26, 2018

Banks have had to deal with many issues that have driven customers away over the past several years — from unethical practices, to an increase in fees, to competition from other banks and financial institutions. While the focus has been on correcting some of the perceived larger issues, a major problem has slipped through the cracks: customer communications.

Banking 49

Banking Financial Omni-Channel Social Media 49

NetBase

OCTOBER 26, 2018

The fourth quarter of 2018 is underway, and brands around the country are preparing for all that means: The Holidays. There’s a general focus on the obvious – Halloween, Thanksgiving, Hannukah, Christmas, and New Year’s – but does that focus create a blind spot for brands? It very well may. Here’s why – and how to see more clearly. Give Up on Assumptions.

Trends 49

Trends Video Consumers Brands 49

LiveChat

OCTOBER 26, 2018

One of the most comprehensive marketing tasks is to make your email attract subscribers’ attention in their busy inboxes. According to VentureBeat, email marketing generates the highest ROI for marketers. That’s the reason why lots of businesses widely use this strategy. Unfortunately, most of the emails they send almost shout ‘Send me to spam folder!

Software 53

Software Marketing Analytics Tools 53

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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

MyCustomer

OCTOBER 26, 2018

6th Nov 2018. There are many time-tested ways to show improved field service performance through metrics; from trying to complete more jobs in a day to. By. Steve Smith ClickSoftware. VP of Strategic Industries.

Metrics 46

Metrics Industry Customers 46

Happy or Not

OCTOBER 26, 2018

Passenger experience improvements create a robust boost to the bottom line for airports. However, finding out where improvements need to be made can be challenging and time intensive. Giorgio Medici, Head of Customer Care and Delphine Hornez, CRM of SEA Airports Milan, Italy share how they effectively collect continuous quality feedback and make data-driven decisions […].

CRM 51

CRM Customer Care Feedback Data 51

Oracle

OCTOBER 26, 2018

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , and Ian Golding to spotlight modern customer experience excellence.

Hospitality 44

Hospitality Customers Leadership System 44

Clicktools

OCTOBER 26, 2018

This content is password protected. To view it please enter your password below: Password: The post Protected: New community and ticketing system for Clicktools’ customer appeared first on Clicktools.

System 40

System Customers 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

Forrester's Customer Insights

OCTOBER 26, 2018

Making sense of the enterprise marketing technology (EMT) landscape can easily overwhelm even the most dedicated martech aficionado. 2018’s “Martech 5000” is astonishingly closer to 7,000 vendors, rendering vendor differentiation difficult and vendor selection a nightmare. Forrester recommends starting this process by categorizing vendors in terms of systems of insight (SOI) and systems of engagement […].

Technology 47

Technology Marketing System Engagement 47

MyCustomer

OCTOBER 26, 2018

Watch this webinar.

Measurement 40

Measurement How To 40

Forrester's Customer Insights

OCTOBER 26, 2018

Six months ago we started a conversation about customer data platforms (CDPs). The timing was right; CDPs were driving attention towards a historically sleepy corner of the martech universe centered around data management, gaining traction among vendors, and racking up mentions in the marketing trade press. Questions, hope, and more than a little confusion ensued. […].

B2C 47

B2C Marketing Data Management 47

Brad Cleveland Blog

OCTOBER 26, 2018

The post How to Meet Changing Customer Expectations appeared first on Brad Cleveland.

Customer Expectations 26

Customer Expectations Meeting How To Customers 26

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Training

Forrester's Customer Insights

OCTOBER 26, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. With Black Friday less than a month away, it’s only a matter of time before holiday promotional activity reaches a fever pitch. But for many consumers, the holiday shopping season brings with it an intense mix of emotions. For some, it’s their favorite time […].

Retail 43

Retail Consumers Customers Loyalty 43

Brad Cleveland Blog

OCTOBER 26, 2018

Customer Expectations 20

Customer Expectations Meeting How To Customers 20

Forrester's Customer Insights

OCTOBER 26, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. It’s late October, which means one thing as a consumer: You’re going to start hearing Nat King Cole, Brenda Lee, and Bing Crosby a lot more whenever you’re shopping. For most marketers, it just means: Whatever you were going to do for Xmas, it’s already […].

Retail 34

Retail Consumers Marketing Customers 34

Brad Cleveland Blog

OCTOBER 26, 2018

Customer Expectations 20

Customer Expectations Meeting How To Customers 20

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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

ProProfs Chat

OCTOBER 26, 2018

Busy streets, decorated stores, crowded bars, and an atmosphere filled with laughter – it’s holiday season. And it’s just around the corner. Like every year, you’ve pulled your sleeves up to tackle all customer queries efficiently. You’ve got your support operators in place to ensure that no question goes unanswered. But how about making this holiday season a memorable one for your customers?

Tips 79

Tips Customer Experience Social Media Customers 79

ChurnZero

OCTOBER 26, 2018

Strategies for an Effective Partnership between Customer Success and Sales. The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. But for many organizations, this transfer of customer knowledge is a disorganized mess, lacking clear requirements and fraught with tension or even downright distrust between the two teams involved.

Sales 56

Sales Customer Success Customers eBook 56

C Space

OCTOBER 26, 2018

Sprinting Fast and Slow. Most businesses will have thrown the term ‘Sprint’ around as a means to get to better decisions, faster. But how can they be used in the right way, and what strategies can be put in place to sprint with customers? Charles Drury offers his 5 top tips on how to Sprint better… Tweet. Charles Drury. Managing Director at C Space.

Retail 45

Retail Study Advertising Connections 45