IntouchInsight

APRIL 4, 2019

CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes.

Data 321

Data Customer Experience Customers 321

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. All is well and good except when it comes to product-centric organizations believing and acting as if whatever they manufacture and sell or offer as a service is perfectly aligned with client needs and wants.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Optimove

APRIL 4, 2019

Over the last few months, I’ve been trying to practice mindfulness. More specifically, trying to be a little bit more cautious in the way that I use my phone. But every now and then, you find a real gem during those mindless roams, like this funny thread on Reddit, seen a few weeks ago. I’m not trying to shame anyone here at all, I just thought that this was a really great example of why orchestration is so crucial.

Multi-Channel 78

Multi-Channel Fashion Social Media Retail 78

Beyond Philosophy

APRIL 4, 2019

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Loyalty 130

Loyalty Brands Insurance Call Center 130

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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.

Customers

InMoment XI

APRIL 4, 2019

At 12:01AM on August 1, 1981 MTV took to the air waves and forever changed the music industry. Video offered a new perspective and changed how the world experienced music. Today, video is revolutionizing CX programs by offering a new perspective on how organizations see, hear, and respond to their customers. Join MaritzCX and LivingLens.

Video 200

Video Industry Customers 200

ReviewTrackers

APRIL 4, 2019

A 2018 study from TripAdvisor revealed that an overwhelming 97 percent of respondents see online reputation management as important to their business. However, many TripAdvisor business listing managers are still lost in the dark when it comes to creating an effective reputation management strategy. But all review site reputation management plans have three simple steps: Use Reviews to Create A Conversation.

Management 93

Management Study Consumers Feedback 93

Second to None

APRIL 4, 2019

Company culture is a fluid concept from top to bottom. Culture is outlined by leadership, executed by management and embraced by employees. It may be easy for C-level leaders to place the responsibility of cultivating a culture of engagement in the hands of management while they turn their attention towards high-level business affairs. Yet, mangers’ actions reflect the expectations of leaders.

Culture 83

Culture Engagement Leadership Customer Centricity 83

Influitive

APRIL 4, 2019

Discussions are a critical aspect to the success of any online community. With a platform that allows for one to one interaction with like-minded people, that’s where members truly begin to identify with the community. If a community made up of highly engaged members is a roaring fire, the role of the community manager is. The post 8 Discussion Topics To Help Kick-Start Your Online Community appeared first on Influitive.

Engagement 86

Engagement Interaction Management Customer Success 86

UJET

APRIL 4, 2019

Pre-internet customer support consisted of in-person help at a retail store to return an item, get product help or speak to a salesperson about a potential purchase. Call centers, originally known as private automated business exchanges , were created in the 1960s. Interactive voice response (IVR) was invented In the early 1980s and continues to be used today.

Call Center 63

Call Center Retail Interaction Customers 63

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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

Answer Dash

APRIL 4, 2019

(This article is originally published at Martech Advisor ) An overly complicated customer engagement strategy results in a disconnected experience for your customers. Here are pointers to help you become more efficient and build loyal customers through a simplified customer engagement approach.

Customer Engagement 62

Customer Engagement Engagement Strategy Customers 62

ERDM

APRIL 4, 2019

Article by Ernan Roman Featured on CustomerThink.com Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. If consumers do not have a perception of trust regarding your company, they’ll have no interest in anything you have to say to them. Similarly, if you do not demonstrate to consumers that you value them, this will further erode their trust and they will move on.

Engagement 53

Engagement Marketing Policies Loyalty Programs 53

Truthlab

APRIL 4, 2019

Truthlab Technical Co-Founder talks about how B2B products are becoming more human with the rise of customer experience. Transcript. 00:03. My name is Scott Hutchins, I’m technical co-founder here at Truthlab. I’m a serial entrepreneur and an engineer. 00:08. It’s an exciting time here at Truthlab. We are a company that blends a lot of different technologies and technical solutions to be able to build a solution that so far has never existed and really we’re able to do th

B2B 48

B2B Video Technology Survey 48

NetBase

APRIL 4, 2019

Online is like the Wild West, with the quickest draw blazing a path for other social insight-slingers to follow – but that only takes a brand so far. Eventually your brand needs to be the outlaw leading the pack and taking the risks – or you’ll be stuck battling back a crew of fellow copycats in a crowded Twitter race. Here are some bold brands to inspire your inner outlaw.

Brands 49

Brands Analytics Tips Connections 49

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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

ClientSuccess

APRIL 4, 2019

ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. David will share his thoughts on how to scale your team and organization with product-led customer success. In this webinar, David will set the stage of product-led customer success by discussing the current state of the customer success discipline and a glimpse of what he believes is the future.

Customer Success 46

Customer Success B2B Customers Innovation 46

Quadient

APRIL 4, 2019

Considered the first smart phone, IBM’s Simon Personal Computer was available to consumers in 1994, over a decade before Apple’s first iPhone. Smartphones put information at the fingertips of millions of consumers and today, people use smartphones to research, shop and purchase any number of products and services, including insurance, according to their individual needs, wants and preferences.

Insurance 45

Insurance Consumers 45

Myra Golden

APRIL 4, 2019

Are Your Employees Blocking Your Customer Satisfaction Surveys? “In about a week you’ll get a survey from us. It’s pass or fail. If you don’t give us all perfect marks, I’ll be penalized. So, if you don’t like your experience today, please don’t fill out the survey.”. Actual words from an employee seconds after completing a sale with me. If you’re not getting back as many customer satisfaction surveys as research says you should be getting, you need to check to make sure your employees aren’t bl

Customer Satisfaction 45

Customer Satisfaction Survey Feedback Customers 45

CSM Magazine

APRIL 4, 2019

When it comes to your app quality and uptime, your users need to count on you more than anything. If you’re like the majority of the population, you’ve experienced some bad apps in your lifetime. Most likely you downloaded them once only to never open them again, or maybe you left negative feedback only for your complaints to go unanswered. The fact of the matter is great customer support goes a long way to improving your app uptime and quality.

Poor Customer Service 45

Poor Customer Service Social Media User Experience Customers 45

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

APRIL 4, 2019

Apple first introduced Intelligent Tracking Protection (ITP) in 2017, but the latest update (2.1) creates a new set of challenges for advertisers, publishers, and tech vendors that make money from online behavioral advertising (OBA), attribution, web analytics, testing, and personalization. With new reports that Google may be following suit, we decided it was time to […].

Advertising 52

Advertising Analytics Report Measurement 52

Happy or Not

APRIL 4, 2019

Airports and their eco-systems are facing various levels of transformation – smart(er) technology, digital transformation, climate change and sustainability requirements, IoT and Big Data – but also passenger […] The post Empowering Passengers to Help Create Airports of the Future appeared first on HappyOrNot.

System 48

System Technology Data 48

ERDM

APRIL 4, 2019

Article by Ernan Roman Featured on CustomerThink.com Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. If consumers do not have a perception of trust regarding your company, they’ll have no interest in anything you have to say to them. Similarly, if you do not demonstrate to consumers that you value them, this will further erode their trust and they will move on.

Engagement 40

Engagement Marketing Policies Loyalty Programs 40

InteractionMetrics

APRIL 4, 2019

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience.The first day of Operations Summit, on April 9, in a Master Class Workshop Martha will discuss customer experience measurement and how to get your survey out of a rut.

Omni-Channel 40

Omni-Channel Conference Customer Experience CRM 40

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Training

Playvox

APRIL 4, 2019

Measuring your business’s performance is the best, most effective way to determine how well your team’s working and what you can do to deliver a customer experience you’re truly proud of.

Measurement 40

Measurement Customer Experience Customers 40

John Paul

APRIL 4, 2019

According to a study by Gallup , 91% of employees are not engaged in the office! But then how could you retain and engage your employees? In this new video, Helene Marchon, EMEA Employee Loyalty Director, explains the John Paul offer in less than 3 minutes! To find out more about our employee loyalty offer or to contact us, visit the dedicated page.

Engagement 40

Engagement Video Loyalty Study 40

datastax

APRIL 4, 2019

Did you know that a majority of companies have already transitioned to a hybrid cloud strategy ? According to RightScale’s 2019 State of the Cloud Report , 58% of all enterprises have deployed a hybrid cloud strategy — a big jump from 2018’s 51%. Why are so many companies deploying hybrid cloud strategies, and so quickly? It’s all about the unique benefits that hybrid cloud offers.

How To 40

How To eBook Healthcare Strategy 40

Provide Support

APRIL 4, 2019

More and more websites today are managed with help of WordPress platform. The growing audience of website owners creates the growing demand for various plugins that facilitate not only website management process but also help improve customer experience. Live chat plugin can be easily added to your WP and will allow your website visitors chat with you in real time.

How To 40

How To Management Customer Service Customer Experience 40

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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

Forrester's Customer Insights

APRIL 4, 2019

I went to see a concert last night that epitomizes the state of customer insights in most companies today. It was a benefit for Creative Music Studio and brought together incredible artists such as Billy Martin, Cyro Baptista, Marc Ribot, and Ingrid Sertso. While I was happy to contribute to Creative Music Studio’s cause, the […].

Analytics 49

Analytics Customer Experience Customer Insights Customers 49

Helen Dewdney

APRIL 4, 2019

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Adam French, Consumer Initiatives Manager at Which? . Adam French’s complaining habits. 1) Generally, do you complain to a company regarding a faulty item? It depends on my own expectations of a product, taking into account how it was sold, how old it is etc.

Consumers 33

Consumers Management Social Media Feedback 33

Forrester's Customer Insights

APRIL 4, 2019

Insights come in many flavors. Customer insights. Consumer insights. Competitor insights. Market insights. Company insights. Operational insights. Process insights. Sales insights. Marketing insights….you get the drift. All types of enterprise data (big, medium, small and petite), as well as external data fuel these insights and make you smarter about how you engage with your customers, […].

Company 46

Company Customer Insights Data Sales 46