InMoment XI
AUGUST 10, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. We have since come to understand that the connection runs. View Article.
Kayako
AUGUST 10, 2017
You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more queries. Or even worse, they’ve – inexplicably – become angry! Don’t they understand what you meant? Don’t they get you’ve got more customers to deal with? Unfortunately, the answer to both questions is often ‘no’.
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InMoment XI
AUGUST 10, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. We have since come to understand that the connection runs.
Customer Bliss
AUGUST 10, 2017
I have a friend who works in marketing. Even though the normal way we think about marketing involves everything being branded and polished, she says — and I mostly agree — that some of the best marketing “leans into the skid.” What does that mean? Well, your brand probably isn’t perfect. It has flaws and it makes mistakes.
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.
Alida
AUGUST 10, 2017
Everyone working in customer experience (CX) wants to know if their time and resources are well spent. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources. To earn credibility and influence in the organization and get more resources, CX departments need to prove their worth.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Promoter.io
AUGUST 10, 2017
Several years ago, before I was a part of Promoter.io and familiar with the Net Promoter System, I had put together a survey for a group of early users of my newly minted startup. I had spent at least a few hours carefully wording each question to ensure that I received the precise data I […]. The post 7 Secret Ways to Increase Your Survey Response Rate appeared first on Promoter.io Blog.
Magellan Solutions
AUGUST 10, 2017
While appointment setting is an important job that delivers many benefits, many business owners still find the idea of calling your prospects or existing customers and offering them your products and services too frightening for them to act on it. And while some business owners are fine with the idea of setting the appointments by themselves, they just don’t have the time to perform this time-consuming task.
Topdown
AUGUST 10, 2017
Martech is out of control. There’s just way too much out there now to feel like you can effectively understand your options and evaluate the best technology purchases for your organization. The best illustration of how crazy the martech marketplace has gotten remains Scott Brinker’s Marketing Technology Landscape Supergraphic , the 2017 version of which shows a mind-boggling 5,381 solutions spread across six categories.
iPerceptions
AUGUST 10, 2017
Open-ended feedback, also known as unstructured feedback, provides a glimpse into the minds of your customers like no other type of data can. It provides vital insight and context that you need to better track, understand, then improve your customer experience, which is crucial in order to improve your bottom line. However, staying on top of this feedback over time, let alone uncovering important emerging trends, can be difficult when you’re collecting an endless stream of responses.
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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.
ReviewTrackers
AUGUST 10, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: A leadership coach writes that brands must deliver meaning in a customer’s life to stand out. Subscribe to receive these stories and more every week in your inbox. Email *. Comments This field is for validation purposes and should be left unchanged.
Clarabridge
AUGUST 10, 2017
Forrester data shows that 72% of businesses say improving Customer Experience (CX) is their top priority. But knowing that CX is important isn’t the same thing as knowing what to do about it. In order to ensure a customer experience program has a strong foundation, companies need a customer experience champion. What is a Customer Experience (CX) Champion?
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
Talkdesk
AUGUST 10, 2017
For customers and prospects in your contact center, agents are the voice of your company. Talkdesk’s goal is to equip those agents with the right tools to make those interactions as beneficial as possible. This all starts before a call is even made or received. For agents making outbound calls, they can view Talkdesk information through an integration with the their CRM and view the call history of each contact, including call recordings and customer-provided Sentiment scores, before they place
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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.
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
CSM Magazine
AUGUST 10, 2017
Being customer led makes for better businesses. It’s as simple as that. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand.
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
Verint
AUGUST 10, 2017
As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn where they can “cast a wide net” to share information, as well as listen to and interact with customers, partners and prospective clients.
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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,
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]. The post Ready to Get ROI on Your Great Customer Service?
Smith+co CX
AUGUST 10, 2017
Consultancy.uk have just reported on a customer experience survey conducted by Capgemini with 450 executives and 3,300 consumers across eight countries. Whilst the research base isn’t huge at the country level, it does reveal some interesting findings. The survey found that, overall, 75% of companies perceived themselves to be customer-centric, but when consumers were asked, only 30% agreed.
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