Mon.May 13, 2019

Post-Event Surveys: What is the Best Time to Send Them Out?


The big event your team spent months planning for has finally come to a close, and it was a success. At least, you’re pretty sure it was. The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights.

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The battle for superb CX: reasonable vs memorable


You know it’s Salesforce World Tour when a legion of exuberant mavens native to AI, omni-channel and the IoT pack the Jacob K. Javits Convention Center in Midtown Manhattan to inspire and innovate.

How To Get Survey Completion Rates of Over 80%?


The post How To Get Survey Completion Rates of Over 80%? appeared first on Survicate. Best Practices

The Hitchhiker’s Guide to Bad Review Blackmail From Shady Customers

The practice is especially prevalent in the hospitality , wedding , and food industries. But every company gets a handful of customers who want to engage in a little low-level extortion. They sound something like this: " I want this meal for free, or I'm going to leave you a one-star review. ".

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

Voice of the Customer (VoC) Feedback: Everything You Need to Know


The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.

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Six Categories Of X&O Data Insights

Experience Matters

Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant theme. Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. I really enjoyed seeing the XM message come to life in so many different ways.

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Companies Push for Digital to Enhance Customer Journey


There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

How many “advocates for customers” work in your organization?

Wired and Dangerous

Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?

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Companies Use AI to Enhance Customer Service Experience


In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Three Ways To Fix the Escalation Problem

Myra Golden

Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem.

All you need to know about your consumer rights and travel

Helen Dewdney

How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses. How to complain about buses all the info you need. How to complain about trains. Transport for London unmoved on issue of equality Story about equality and Transport for London.

How to Prepare Your Employees to Get An Angry Customer to Back Down

Myra Golden

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….”

How to Make Your Customer Service Team’s Learning Path More Engaging


Are you helping your customer service team unlock its full potential? Sadly, many companies aren’t. In fact, according to a stat-filled infographic created by the team at SHIFTelearning, ineffective training costs over $13.5m

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

What I Wish Everyone Knew About Getting Angry Customers to Back Down

Myra Golden

Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream.

Why Professional Communication is impeded by Your Biases

One Millimeter Mindset

All of us have professional communication habits. And these habits, both consciously and unconsciously, can reflect our professional biases. Biased behavior often reflects professional baggage created by embarrassing, humiliating or toxic encounters with clients and colleagues.

What Moms Wanted, According to Social Sentiment


Not so very long ago, when Mother’s Day rolled around, we’d see families scheduling dinners to celebrate and most local flower shops left in short supply. This still happens today, of course, but there is also a definite shift away from these generic ideas and toward more personalized experiences.

3 Ways Building a Human-Driven Company Is Like Making Coffee, with Bryan Kramer

Smarter CX

What drives a human-driven company, and how does a company embrace its humanity to create better customer experience?

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Customer Retention is a Full Time Job

Andrew Mcfarland

Since retaining customers is anywhere from 5x to 10x more cost-effecive than acquiring new customers, your business ought to start thinking about customer retention as a full time job. In a previous post I remarked about companies that view customer. How to Deliver Customer Service What Is Customer Service? Acquisition Costs Customer Service Retention

Driving Investor Engagement

Forrester's Customer Insights

I’m just attending the CFA Institute Annual Conference here in London and one presentation really caught my attention today. Jane Henshaw, Head of Digital Research at Vanguard, shared her team’s research on Digital Financial Attention.[1]

AI IRL Podcast Episode 19: Which is a better therapist, an AI app or a human?


Subscribe via iTunes , Spotify and more. Which is a better therapist, an AI app or a human? According to two recent studies, an app is just as good, and in some cases better, than a human therapist.

Talking ‘customer’: what can Telecoms teach us about customer experience?


Customers were the centre of the conversation at the recent CX Exchange for Telecoms event. It was great to hear from speakers across the industry talk about the benefits, challenges and various telecom customer experience strategies to ensure that their business places the customer at the heart of their decision making. However, despite engagement and focus on ‘doing the right thing’ Telecom providers aren’t known for their great customer experience. According to Which?

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.

The Internet Reacts: Game of Thrones S8 Episode 5 in Social Data Charts

Brand Watch

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inSided teams up with Zendesk!


Wouldn’t it be great if there was a quick way to escalate customer issues from your community directly to Zendesk ?! Well.drumroll please.the wait is over!

Why Qualtrics – Maria Sideris – Region Sales Manager – Dallas, TX


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Maria’s “Why Qualtrics” story. Every morning I am grateful to have 4 innocent eyes that look up to me. Not only because they are dependent on me, but because they are looking for inspiration, encouragement, and love. I feel my WHY and my job at Qualtrics challenges me to do the same.