GetFeedback

JULY 20, 2018

If your customer survey is just so-so, you might be missing out on meaningful insights. Here are 4 foolproof ways to harness the power of smarter surveys.

Survey 150

Survey Customers 150

Kayako

JULY 20, 2018

At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. The world was changing. Markets got more crowded, consumers got more discerning, and seamless customer experience became a competitive advantage.

Software 120

Software Social Media Multi-Channel Competitive Advantage 120

Forrester's Customer Insights

JULY 20, 2018

The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song that reminds us of the power of storytelling, […].

Customer Relationship Management 100

Customer Relationship Management User Experience Ecommerce CRM 100

Oracle

JULY 20, 2018

The field of customer experience management isn’t new, but companies are still evaluating what exactly this functional area means for the future of business. The umbrella of CX is broad, encompassing a range of touch points from early acquisition to post-purchase experiences. You can think of CX as the mechanism that shepherds buyers from problems to solutions, questions to answers, and from indecision to action.

Customer Experience Management 89

Customer Experience Management Strategy Customer Experience Management 89

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Customers

ReviewTrackers

JULY 20, 2018

If you’re trying to build your company’s online reputation , it can be tempting to take shortcuts and try to find a quick fix. This is particularly true for businesses with not-so- positive reviews and one-star ratings. After all, a stream of fresh positive reviews can quickly bury negative feedback and clear out blemishes in search results, right? This explains why there’s an increasing market for businesses looking to “buy Google reviews”: fake reviews, that is, posted under a random name and

Guidelines 93

Guidelines Feedback Consumers Tips 93

Sampson Lee

JULY 20, 2018

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].

Customer Experience 85

Customer Experience Company Customers 85

OpinionLab

JULY 20, 2018

Several months ago, I wrote a blog describing how my 5-year old daughter influenced my thinking in planning sessions I had with various CX leaders. Those interactions got me thinking more about the parallels between the challenges of raising good kids and enabling organizations to deliver great customer experiences. One parallel that’s recently stood out to me in interactions I’ve had as both a parent and a CX professional involves sharing.

Data 60

Data Contact Center Analytics Feedback 60

dscout People Nerds

JULY 20, 2018

Maslo founder Cristina Poindexter on why talking to ourselves is the next frontier in engaging with tech. .

Engagement 73

Engagement 73

OpinionLab

JULY 20, 2018

Several months ago, I wrote a blog describing how my 5-year old daughter influenced my thinking in planning sessions I had with various CX leaders. Those interactions got me thinking more about the parallels between the challenges of raising good kids and enabling organizations to deliver great customer experiences. One parallel that’s recently stood out to me in interactions I’ve had as both a parent and a CX professional involves sharing.

Data 60

Data Contact Center Analytics Feedback 60

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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

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.).

B2B 49

B2B Industry Guidelines Customer Retention 49

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey.

Social Media 47

Social Media Brands Consumers Feedback 47

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.).

B2B 40

B2B Industry Guidelines Customer Retention 40

Forrester's Customer Insights

JULY 20, 2018

The need for speed has never been greater. Empowered customers are fickle. Big tech is disintermediating you. Disruptors lurk in the darkest corners of your markets, ready to rise kraken-like to swallow your floundering ship whole. Your prospects are bleak. A depressing way to end the week? Perhaps not. Speed of execution is more vital […].

Marketing 41

Marketing Customers Leadership Management 41

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Tips

LiveChat

JULY 20, 2018

When we think of content marketing, what do we think of? Many will say SEO, and many more will say lead generation. But what I think of is interaction , and the loyalty this can create. The average person consumes around 11.4 pieces of content before making a purchase. And some 84 percent of people expect content from brands. When you add this to the fact that 95 percent of B2B buyers consider content trustworthy when evaluating a brand, you can begin to see how important the content you create

Loyalty 37

Loyalty Strategy Marketing Sports 37

Brad Cleveland Blog

JULY 20, 2018

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. … Continue reading → The post 15 Ways to Strengthen Your Contact Center appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customers Leadership 26

GetFeedback

JULY 20, 2018

Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. 1. Pick the right customer survey metric.

Survey 186

Survey Net Promoter Score Effort Score Metrics 186

Brad Cleveland Blog

JULY 20, 2018

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. Several months ago I wrote an article titled “15 Ways to Strengthen Your Contact Center” for ICMI.

Contact Center 20

Contact Center Call Center Customers Leadership 20

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

Customer Guru

JULY 20, 2018

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today.

Customer Centricity 110

Customer Centricity Culture Metrics Measurement 110

Brad Cleveland Blog

JULY 20, 2018

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. Several months ago I wrote an article titled “15 Ways to Strengthen Your Contact Center” for ICMI.

Contact Center 20

Contact Center Call Center Customers Leadership 20

Horizon CX

JULY 20, 2018

The following article is a guest post by Larry Reed of DesignRush obtained through Tenfold – www.tenfold.com. . Tenfold powers better customer conversations. In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Many inexperienced marketers who are just starting out can easily fall prey to some of these myths that reference half-researched articles and make potentially harmfu

Brands 20

Brands Net Promoter Score Chatbots NPS 20