AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. Savvy business leaders work to ensure those outcomes by making Net Promoter Score a key performance indicator. They give this KPI to their marketing department or customer success team. However, while these teams are incented to execute, they often arrive back at a common set of challenges: Low Response Rates.

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Net Promoter Score Survey NPS Healthcare 150

InMoment XI

OCTOBER 24, 2018

I am a planner. As a mom of four small children I have to be, in order for us to be (nearly) on time for all of our various commitments. Last Saturday morning for example, I had everything all planned out. I was going to take my second oldest to soccer while my husband took. View Article.

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Examples 200

CX Journey

OCTOBER 24, 2018

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.

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Omni-Channel Customer Experience Social Media How To 237

Experience Matters

OCTOBER 24, 2018

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professi

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Groups Leadership Innovation Training 277

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

QuestionPro Audience

OCTOBER 24, 2018

We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. In fact, holiday spending begins in October, not November. And according to eMarketer, all retail sales, whether online or in-store, will grow by 3.8% in 2018, to the tune of $691.9 billion.

Retail 170

Retail Consumers Entertainment Ecommerce 170

NICE inContact

OCTOBER 24, 2018

We hear it every year: The NICE inContact CX Excellence Awards program is one of the favorite events at our Interactions conference. That’s because we celebrate customers for using NICE inContact products and services to drive exceptionally creative, innovative customer experiences. Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation.

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Conference ROI Employee Engagement Interaction 120

ReviewTrackers

OCTOBER 24, 2018

Chances are that your listing isn’t the only one that suffers from Google reviews not showing up. There isn’t one solution to this issue. However, we managed to find some solutions that could explain the sudden disappearance of a few Google reviews. Google My Business Listing Issues. There are a few scenarios that point to problems within a Google My Business (GMB) listing as that leads to a Google review not showing up.

Guidelines 107

Guidelines Hotels Feedback Report 107

ShepHyken

OCTOBER 24, 2018

I had the wonderful opportunity to interview Sam Stern , a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule. The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end.

Hotels 103

Hotels Automotive Survey Interaction 103

ReviewTrackers

OCTOBER 24, 2018

Chances are that your listing isn’t the only one that suffers from Google reviews not showing up. There isn’t one solution to this issue. However, we managed to find some solutions that could explain the sudden disappearance of a few Google reviews. Google My Business Listing Issues. There are a few scenarios that point to problems within a Google My Business (GMB) listing as that leads to a Google review not showing up.

Guidelines 95

Guidelines Hotels Feedback Report 95

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Customers

Bizagi

OCTOBER 24, 2018

Did you miss it? Bizagi Catalyst 18 took place in Miami last week!! Thank you to all of you who traveled to be with us! For those of you that couldn’t make it we wanted to create a roundup here of all the most important highlights from the event. The Catalyst 18 conference brought together Bizagi customers and partners from across the globe to sunny Miami for a two day event of networking, learning and collaborating on strategies for accelerating digital transformation.

Hotels 81

Hotels Insurance Video Government 81

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? We know the plot. A client has a problem. They are in crisis and call our company. Our company solves the client’s problem. And everyone lives happily ever-after. And returns to their couches. End of story. Yes, solving big hairy problems for clients certainly is both dramatic and impressive.

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Culture Course Leadership Strategy 71

Interactions

OCTOBER 24, 2018

October 24, 2018 AI has always tended to have a. Read more » The post AI on the Creepiness Scale: Real Life Stories appeared first on Interactions Resource Center.

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Resources Interaction 61

Thematic

OCTOBER 24, 2018

Are you doing “all the right things” but your customer experience is still not improving? There might be hidden forces preventing you from reaching your customer experience (CX) goals. We’ll share what they are and discuss how to turn things around in our exclusive webinar “ Countering The Hidden Forces That Hurt CX Transformation” with CX expert Megan Burns.

Customer Experience 48

Customer Experience Leadership Culture Customers 48

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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

Happy or Not

OCTOBER 24, 2018

By HappyOrNot There’s a chill in the air, the leaves are changing colors, and the days are getting shorter. Black Friday is coming. November and December are huge months for retailers—they can account for as much as 30% of annual sales, according to the National Retail Federation. While Black Friday was only popularized in the […]. The post How To Prepare Your Stores for Black Friday appeared first on HappyOrNot.

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How To Retail Sales 57

ClientSuccess

OCTOBER 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Customer Success eBook Customers Culture 49

Playvox

OCTOBER 24, 2018

Anyone who has ever made a call to a customer service contact center has heard this recording: “this call may be recorded or monitored, for quality and training purposes.”. It’s easy enough to simply ignore this and carry on with your call, but has it ever given you pause for thought? How would a recording of your interaction with a customer service agent be used and what does quality in a call center mean?

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Call Center Contact Center Training Interaction 48

The DiJulius Group

OCTOBER 24, 2018

How often do you have pricing conversations? My guess is too often. Instead of talking about the dollars and cents of the service or product that you are selling, I want to shift your focus to the experience and value that you are providing to your customer or client. The goal is to stop focusing. Read Full Article. The post Here is The Truth Behind Chick-fil-A’s Remarkable Customer Experience appeared first on The DiJulius Group.

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Customer Experience Groups Customers Training 44

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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

NetBase

OCTOBER 24, 2018

A high-profile sponsorship can be a sweet deal for a brand – and it doesn’t get more high-profile than NASCAR. It was a very big deal for NASCAR to sign Monster Energy to the third ever, multi-year, premier series entitlement deal , which was extended to a second year as of April 2018. The Monster Energy NASCAR Cup Series playoffs are underway, and there are only four races left.

Sports 43

Sports Social Media Course Analytics 43

Innovative CX

OCTOBER 24, 2018

I admit it. I’m addicted to the television program, Shark Tank. I DVR new and repeat episodes and watch them when I can. I’m intrigued by the variety of entrepreneurs and what causes Sharks to decide to invest. I have concluded that those individuals who know their numbers; have a track record of success and have a passion for whatever it is they are seeking investment for seem to successfully entice the sharks to invest.

Strategy 40

Strategy ROI Conference Customer Retention 40

NetBase

OCTOBER 24, 2018

You have all of your bases covered on every social site and are zooming along when suddenly, your competitor blindsides you with a grassroots campaign capturing a segment you’d never considered. That’s just one scenario where Reddit could have saved you – and why it needs to be well-worn instrument in your social listening toolbox. Understanding Subreddits.

Transportation 40

Transportation Social Media Analysis Policies 40

Connective DX

OCTOBER 24, 2018

Sitecore’s annual customer conference can feel like a family reunion for those of us who have been attending since the inaugural “Dreamcore” event. The company and community have come a long way since the comparably small gathering eight years ago in Boston.

Conference 40

Conference Company 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

Maru Group

OCTOBER 24, 2018

According to the latest finance results from Maru/edr , reliability and trust remain the two main drivers behind consumer banking choices. Yet, further results published just twelve months ago indicate that the finance industry is the least trusted sector amongst UK consumers – just 45% of UK consumers trust their financial institution of choice. It means that customer loyalty within the finance industry is almost an oxymoron – customers stay with their banks out of necessity and convenience rat

Banking 40

Banking Retail Brands Innovation 40

Oracle

OCTOBER 24, 2018

Breast cancer death rates have been decreasing since 1989 , thanks in part to improvements in treatments, an increase in earlier detection as well as more awareness around breast cancer. However, an estimated 266,120 new cases of invasive breast cancer are expected to be diagnosed in women in the U.S in 2018., along with 63,960 new cases of non-invasive (in situ) breast cancer.

Technology 40

Technology Social Media Advertising Video 40

CSM Magazine

OCTOBER 24, 2018

Axis Group , one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week designed to bring UK business leaders together and engage them in the importance of customer service in the boardroom. CEOs attended from sectors ranging from housing and construction, to tourism and utilities.

Groups 40

Groups Customer Service Tourism Customer Centricity 40

Optimove

OCTOBER 24, 2018

“Create opportunities within your company by encouraging a culture of knowledge sharing. –Pini Yakuel, cofounder and CEO of Optimove. The post Here’s How Exceptionally Successful People Generate Their Own Good Luck appeared first on Optimove.

Culture 40

Culture Company 40

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Training

Forrester's Customer Insights

OCTOBER 24, 2018

“Love and marriage, love and marriage They go together like a horse and carriage This I tell you, brother You can’t have one without the other” – Frank Sinatra The New Yorker once wrote of Sinatra that “he sounds the way you would sound if you could speak the things you feel.” In my line […].

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Brands Strategy Marketing Customer Experience 47

Brad Cleveland Blog

OCTOBER 24, 2018

Contact centers have enormous potential to provide departments across the organization with valuable insight and support. This can include input on customers, products, services, and processes—information that, when captured and used, can transform your organization’s ability to innovate, meet customer … Continue reading → The post How to Boost Your Contact Center’s Value to the Organization appeared first on Brad Cleveland.

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Contact Center How To Innovation Meeting 26

Forrester's Customer Insights

OCTOBER 24, 2018

In my last post, I highlighted the top five ways that CRM suites are evolving today. CRM suites today (1) support different business models and organizational sizes; (2) operationalize intelligence to impact outcomes; (3) offer vertical editions; (4) expose platform services; and (5) invest in ecosystems of value (AKA, application exchanges). Read more about this […].

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CRM 44