What’s New in GetFeedback Summer ’17
GetFeedback
JUNE 27, 2017
We've been hard at work on new features and updates to help you capture better feedback. GetFeedback Summer '17 is a roundup of our latest releases. Dig in!
Tue.Jun 27, 2017
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Is your ego making customers switch off? Guest post by Nigel Owen
ijgolding
JUNE 27, 2017
Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job. Are you going to want to talk to that person? No – who wants to listen to somebody talk incessantly about themselves? Unfortunately this is how a lot of businesses talk to the outside world and end up being ignored.
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Focus in on Feedback with Dashboard Filtering & Sharing
GetFeedback
JUNE 27, 2017
With dashboard filtering and sharing, you can give everyone on your team a personalized view of the customer feedback that matters most to them.
Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor
NICE inContact
JUNE 27, 2017
When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest rese
The Ultimate Guide to Monetizing Customer Learning
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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.
Customer Experience Leadership in Luxury Retail, with Alice Rackley – CB57
Customer Bliss
JUNE 27, 2017
Episode Overview. Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. She’d only been in that about four months (she’s been at the company five years) when we taped this episode, but within the first four months, her action plan is already humming. A lot of my episodes are about the first 90 days or making sure you prove action/get quick wins, and this particular episode is a great example of how exactly to do that.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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The Vendor Experience: Why You Should Want More
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
It’s time to rethink customer effort
Forrester
JUNE 27, 2017
CX as a profession is putting a lot of effort into reducing effort (pun intended). With good reason: too many companies make it so hard for customers to do business with them, that customers are super frustrated and give up. But reducing effort is not the road to CX differentiation (see below). Which means companies that want to differentiate their CX need to rethink effort or ease as a CX metric.
The Vendor Experience: Why You Should Want More
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
Customer Stories: 3 Reasons You Need More, And How To Find Them
Influitive
JUNE 27, 2017
In a noisy world of non-stop ads and content marketing, it has become increasingly difficult for us to trust the brand messages we see. First, buyers place a lower degree of trust in branded content, or anything produced by a company about themselves. According to UK marketing agency Earnest, only 9% of B2B buyers actually.
Reimagine Your Communications With A Unified Platform
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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.
The Vendor Experience: Why You Should Want More
Calabrio
JUNE 27, 2017
Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you
We analysed customer experience in banking and here's what we found: Part 1 - Established Banks
Chattermill
JUNE 27, 2017
We analysed customer experience in banking and here's what we found: Part 1 - Established Banks. by Oliver Preece on 28 Jun 2017. customer experience. nps. finance. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Banking Insights: Part 1. Customer experience is the new competitive advantage for banks.
Be Customer-Centric, It’s Worth It
CustomerGauge
JUNE 27, 2017
As a Customer Success Manager, I can’t help but want to share the amazing customer-centricity displayed by one of my largest clients, H&R Block Canada. Everyone talks about being customer-centric, but this is an organization—I feel—that does a truly outstanding job displaying that through their actions, not just their words. In addition to sending out […].
How to Respond to Employee Reviews
ReviewTrackers
JUNE 27, 2017
Thanks to the growth of sites like Yelp, TripAdvisor, Google, and Facebook, online reviews have become one of the most important factors influencing consumers’ purchase decisions. It isn’t just customers who are writing reviews of businesses. Employees are making their voices heard, too. Reviews (and Your Responses) Can Boost Your Employer Brand. A key part of any successful employer branding and recruitment strategy is the ability to respond to your employees’ reviews and feedback on employee r
11 Tips to Drive Learning Content Consumption
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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,
Omnichannel Mystery Shopping: Why It’s Mission-Critical for Brands
Stella Connect
JUNE 27, 2017
Two recent news stories raised a lot of eyebrows in the retail industry. One was Amazon’s acquisition of Whole Foods ; the other was the announcement that UPS will charge higher shipping rates for holiday deliveries. These headlines have something important in common. They remind us that the more control brands have over the customer experience (especially when it involves multiple channels), the better.
B2B Customer-Centric Strategies
Natalie Petouhof
JUNE 27, 2017
Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. But today B2B the landscape of business-to-business relationships is changing. Industry-leading B2B companies increasingly respond to intensifying global competition by putting customer-centricity and experience at the heart of the strategy. For a very many B2B companies, across many sectors, the growing influence of customer-experience strategies and the bold moves of customer-centric leaders pose
VOC Leaders: How Union Bank and Trust saw immediate benefits from integrating CX intelligence to its process
ForeSee
JUNE 27, 2017
Jason Huffman is Director of Customer Experience at Union Bank and Trust, the largest bank company in Virginia managing just over $8.5 billion. Since its founding in 1902, the company. The post VOC Leaders: How Union Bank and Trust saw immediate benefits from integrating CX intelligence to its process appeared first on ForeSee.
TalkIQ Surpasses 2,000 Seats Through AppConnect Integration
Talkdesk
JUNE 27, 2017
Talkdesk today announced that TalkIQ , a launch partner within AppConnect , has passed the 2,000 seat threshold for customers registered through Talkdesk. AppConnect, announced at Opentalk less than two months ago, is the first enterprise app store, offering Talkdesk users innovative call center solutions with user-friendly features including a free trial, one-click setup and pay-as-you-go billing.
How Retailers Are Transforming Customer Experiences with Data & AI
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.
You’ve Got Your App… Now What? Chapter I : Internal Communications
CXApp
JUNE 27, 2017
When introducing a new product or service it’s just as important that your own organization and team buy-in to the program as much as the customer, especially when it comes to mobile apps and digitizing the customer experience. This will help create a thriving ecosystem, so that when your customers do begin on-boarding to the platform, it’s not a ghost town.
Unlocking Insights With Text Analytics
Confirmit
JUNE 27, 2017
While traditional surveys are a powerful medium for collecting feedback from customers, employees, and the wider market, they may not always facilitate the depth of insight you need to take your business to the next level. The deepest insights often lie hidden in unstructured, freeform content stored within open-ended survey responses, internal business systems, and scattered across the Internet.
How to Flag Questionable Online Reviews on Google, Facebook, and Yelp
Grade.us
JUNE 27, 2017
Online authority is the backbone of a company’s reputation. A business with an impeccable track record among its customers and community is a strong contender for the position of industry leader and trendsetter. When a business does right by their customers, their reputation improves. But even the best businesses can end up being the victim of questionable online reviews.
Revisiting Your Service Level Objectives
Brad Cleveland Blog
JUNE 27, 2017
The post Revisiting Your Service Level Objectives appeared first on Brad Cleveland.
10 Questions to Ask Before Buying an LMS
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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.
Don't Underestimate the Power of a CX Vision
CX Journey
JUNE 27, 2017
Image courtesy of Pixabay Do you have a customer experience vision? One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and strategy." Have you created a customer experience vision for your organization? How will you know where you're going if you haven't? A well-defined and clearly-communicated vision becomes the organization's north star and helps employees understand how they are consistently expected to deliver the experience for your customers.
HITEC 2017 is Happening Now: What You Need to Know
Avaya
JUNE 27, 2017
Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Over 80% prefer automatic notifications for such things as booking confirmations and room readiness. And 67% would sign up for location-based coupons and alerts. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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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?
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