Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Experience Matters

DECEMBER 19, 2017

Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. We’ve decided to label 2018 as “The Year of Humanity.” With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s most important, our collective humanity.

Groups 267

Groups Engagement Customer Experience Customers 267

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing? From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center.

Report 121

Report Contact Center Omni-Channel Call Center 121

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.

Data

Customer Bliss

DECEMBER 19, 2017

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve had the pleasure of interviewing over 40 leaders who are transforming customer experience within their companies — some are even making incredible strides within their industry as a whole. As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast.

Chief Customer Officer 107

Chief Customer Officer Company Customer Experience Leadership 107

ReviewTrackers

DECEMBER 19, 2017

Review generation is the process of getting more customer reviews on your business locations’ online review pages on sites like Google, Facebook, TripAdvisor, and Yelp. This can be done by: Sending emails to customers asking them to leave reviews for your business. Including feedback forms on your site. Linking to your profiles on Google, Facebook, and other review sites.

Sports 100

Sports Feedback Brands Analysis 100

Andrew Mcfarland

DECEMBER 19, 2017

When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises.

Customer Care 95

Customer Care Customer Experience Customers Customer Success 95

OpinionLab

DECEMBER 19, 2017

My strong-willed daughter just turned 5 and I have noticed a recent change in her vocabulary as her favorite word is shifting from “no” to “why”. She still uses “no” a bit more than I would prefer but “why” is becoming increasingly prevalent. While this subtle shift from defiant to inquisitive is encouraging, “why” comes with its own inherent challenges.

NPS 88

NPS eBook Conference Loyalty 88

ShepHyken

DECEMBER 19, 2017

Meeting Your Customers Where They Are, Will Cause Them to Stay Where You Are . Shep Hyken Interviews Jim Steinberg, Senior Vice President of LoyaltyPlant . How would you like a perfect way to reach your customers and keep their attention?  <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”></span> Personalizing the customer experi

Marketing 74

Marketing Meeting Customer Experience Tools 74

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Provide Support

DECEMBER 19, 2017

The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them.

Customer Service 63

Customer Service B2C B2B Survey 63

Enalyzer

DECEMBER 19, 2017

We’ve been working non-stop this entire year on new features and updates to make data collection easier and smarter for you. To go out with a bang, we’ve brought you a roundup of features we released in 2017 that you may have missed. End pages. Thanking your respondents for completing your survey is not something that should be overlooked, that’s why we introduced end pages and these bad boys serve several purposes.

Social Media 62

Social Media Survey Report Software 62

Team HGS

DECEMBER 19, 2017

Trend 10: Digital Assistance—Voice Search. Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Over the course of the past year, we’ve dedicated a blog post to each of these CX game changers. Here, we dissect CX Trend No.10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business.

Trends 52

Trends Self Service Effort Score Social Media 52

ReviewTrackers

DECEMBER 19, 2017

What is Review Generation? Review generation is the process of getting more customer reviews on your business locations’ online review pages, on sites like Google, Facebook, Yelp, and TripAdvisor, among others. This can be done by: Sending emails to customers asking them to rate and review your business. Including feedback forms or customer feedback surveys on your site.

Sports 50

Sports Feedback Brands Analysis 50

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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

BlueVenn

DECEMBER 19, 2017

According to the Financial Times , 2017 has been the toughest year for advertising and marketing since the financial crisis. Marketing departments have expected to be more accountable for how they spend money than ever. Those poor marketers deserve some festive cheer – so what gifts would brighten up their Christmas? While they’d certainly be happy with a bottle of spirits (a stiff drink would help them recover from presenting their 2018 budget to the board), we have a list of suggestions for th

Marketing 45

Marketing Advertising Financial 45

Myra Golden

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. It was at Kmart. I was 16, and I worked at Kmart on Admiral in Tulsa. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. “Excuse me?” the customers said.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

Escalent

DECEMBER 19, 2017

We live in a world where consumer data are growing rapidly. Nearly every behavior on the internet is tracked, wireless devices constantly share our location and activities, and smart appliances disseminate troves of data into the ether.

Wireless 40

Wireless Marketing Consumers Data 40

CSM Magazine

DECEMBER 19, 2017

For Christmas, Burger King France decided to surprise their biggest Facebook fan by offering him the biggest gift ever. Sullyvan K. is a Burger King Bordeaux Mérignac customer. He’s aso the person that posted the most comments on Burger King France’s Facebook page; 637 and counting. To thank him, Burger King decided to offer him the biggest gift ever: His “own” Burger King.

Customers 40

Customers Customer Service 40

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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

Quadient

DECEMBER 19, 2017

I remember opening my first bank account when I was young. The bank branch manager was a neighbor that my family knew well, and we went to the bank branch to open the account. I received a shiny new passbook for my account - which I would use to log every entry in and out of my account. Over time, I got to know the tellers I would visit, and I can still recite the numbers on that account, as I wrote them clearly on the back of every pay check that I deposited into that account.

Banking 40

Banking Management 40

iPerceptions

DECEMBER 19, 2017

In 2017, it became abundantly clear that we now live in the era of the customer experience.

Customer Experience 54

Customer Experience Customers 54

LiveChat

DECEMBER 19, 2017

It’s safe to say the goal of every marketer is this: connect with your customers in a way that promotes customer loyalty and increases sales. In the digital marketing realm, there are several ways to reach out to customers, but studies continue to show that email marketing is the most effective digital marketing method , and it has the highest ROI. So, that makes it simple, right?

Engagement 35

Engagement How To Apparel Marketing 35

Grade.us

DECEMBER 19, 2017

[cs_element_section _id=”1″][cs_element_row _id=”2″][cs_element_column _id=”3″][cs_element_text _id=”4″][cs_element_headline _id=”5″][cs_element_text _id=”6″][cs_element_headline _id=”7″] Create social proof Increase customer trust Position your business as a top/niche performer Gauge customer experience (positive/negative) [cs_element_headline _id=”13″] Collect both qualitative and quantitative data

Survey 38

Survey Feedback Social Media Video 38

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

Verint

DECEMBER 19, 2017

Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that—every advantage is important. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” Attendees learned how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, fac

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Peter Lavers

DECEMBER 19, 2017

Guest blogger Paul Laughlin considers how, despite the amount of media coverage for Deep Learning and other more advanced techniques, most Data Science teams are still struggling with basic data problems. We refer to this as “data wrangling” Even well established analytics teams can still lack the Single Customer View, or easily accessible Data Lake or analytical playpen, they need for their work.

Data 40

Data How To Analytics Analysis 40

Michelli Experience

DECEMBER 19, 2017

It’s been said there are two types of people in the world. Those who believe there are two types of people in the world and those who do not! When it comes to this time and season of the year, I believe there really is only one type of person. That person understands, despite the hype, that gift giving is secondary to many other more personally satisfying holiday experiences, such as: Quality time spent with family and friends.

Consulting 113

Consulting Connections Customer Experience Company 113

Michelli Experience

DECEMBER 19, 2017

It’s been said there are two types of people in the world. Those who believe there are two types of people in the world and those who do not! When it comes to this time and season of the year, I believe there really is only one type of person. That person understands, despite the hype, that gift giving is secondary to many other more personally satisfying holiday experiences, such as: Quality time spent with family and friends.

Consulting 100

Consulting Connections Customer Experience Company 100

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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.

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