Mon.May 13, 2019

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

GetFeedback

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

NewVoiceMedia

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%?

Survicate

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

Grade.us

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. ".

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.

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

GetFeedback

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.

More Trending

Top 4 Reasons for Live Chat Popularity

Comm100

Most people who have used live chat as a customer know its?biggest?advantages: biggest?advantages: advantages: it’s?quick, quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone.

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.

Data 149

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?

Hotels 141

Companies Push for Digital to Enhance Customer Journey

Jacada

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.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

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.

Companies Use AI to Enhance Customer Service Experience

Jacada

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.

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….”

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.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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.

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

PlayVox

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

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.

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

Bold360

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.

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.

What Moms Wanted, According to Social Sentiment

NetBase

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.

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

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?

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]

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

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

Maru/Matchbox

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?

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

Brandwatch CX

Data 14

inSided teams up with Zendesk!

inSided

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

Qualtrics

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.

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.