TechSee

APRIL 23, 2019

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed. According to the Customers’ Voice: Predictive Maintenance in Manufacturing report by Frenus, approximately 50% of all large companies face quality issues following an unplanned shutdown.

B2C 104

B2C Automotive Analytics Customer Satisfaction 104

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. If you know of a great customer experience story please share in the comments section of this post.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Playvox

APRIL 23, 2019

Every business wants superstar teams. No matter your industry, no matter your products or services, you want to build your employees into experts and become the envy of your competitors.

Industry 42

Industry Culture Management Customer Experience 42

ijgolding

APRIL 23, 2019

If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. As a result, when I was asked to contribute to a new educational video series on the subject that has become my vocation, it was a very easy decision

Video 273

Video Customer Experience Communication Customer Journeys 273

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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

Kristina Evey

APRIL 23, 2019

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey.

Employee Experience 227

Employee Experience Customer Experience Customers Leadership 227

CX Accelerator

APRIL 23, 2019

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.

Customer Satisfaction 140

Customer Satisfaction Innovation Travel Trends 140

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On today’s Daily Dose , I want to talk to you about how to suss out potential roles/positions that comes across your desk.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

ShepHyken

APRIL 23, 2019

Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers. The Interview with Mike Grande: Focus on a simple growth philosophy: to grow your business one customer at a time.

Loyalty 103

Loyalty Culture Interaction Company 103

Gravy Analytics

APRIL 23, 2019

In the final installment for our “Debunking Myths in Location Data” series, we tackle transparency and privacy. Myth: Reputable publishers don’t share their data with ad tech vendors.

Data 85

Data 85

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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

Education Services Group

APRIL 23, 2019

Imagine one of those food subscription services that sends you the ingredients to easily make meals at home — we’ll call it FoodBox. You sign up for a FoodBox subscription that sends you five dinners for the week, and the box arrives the following Monday. As it turns out, some of the recipes are too tricky for you to cook — you have a small kitchen and a toddler to keep track of, and you can’t “stir constantly” for 20 minutes while you watch him.

Measurement 72

Measurement How To Metrics Customers 72

Alliance by IFS

APRIL 23, 2019

Sorry, this entry is only available in German. The post 4 Future-Proof Capabilities Your FSM Platform Should Have appeared first on Astea.

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Middlesex Consulting

APRIL 23, 2019

Every business messes up. Sometimes it’s product related; sometimes it’s due to problematic service. Sometimes mistakes occur very rarely; sometimes they (unfortunately) happen very frequently. Because our customers are all human, they understand that companies may occasionally mess up; but when that happens, they judge us on two factors: How often we make mistakes How […].

Strategy 60

Strategy How To Consulting Company 60

ProProfs Chat

APRIL 23, 2019

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. According to a Smart Insights report, 63% of people expect brands to offer customer service via their social media channels, and 90% of social media users have communicated with brands via these platforms.

Social Media 67

Social Media Chatbots Poor Customer Service Brands 67

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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

CSM Magazine

APRIL 23, 2019

There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions? Some of the usual questions asked to gain insight include: Is our product/service no longer useful to you? Did the price of our product/service cause you to leave? Have you decided to test out a competitor?

Customer Centricity 63

Customer Centricity Customers Consulting Feedback 63

Truthlab

APRIL 23, 2019

If you’re a professional athlete, shaving just a few seconds off your best time can be the difference between winning and losing. The same can be said about saving a customer time along the product experience journey. Brand value is no longer measured exclusively in terms of value for the dollar. Customers now measure value based on service efficiency.

Omni-Channel 54

Omni-Channel Customer Journeys Multi-Channel Touchpoint 54

Interactions

APRIL 23, 2019

We live in an age where we frequently come in contact with retailers. Whether you are buying groceries in your local supermarket, online shopping with your favorite clothing brand, trying on makeup at a large department store or searching for a birthday present in a toy store catalog, the retail industry is large and diverse. With the focus being on customer experience, many of these retailers are beginning to offer many different ways to conduct transactions, especially self-service options, in

Retail 54

Retail Self Service Survey Wait Times 54

Gainsight

APRIL 23, 2019

We asked our Pulse 2019 speakers for the best advice they’ve ever received and we’re sharing it with you so you can take your product and career to the next level. As part of an ever-changing industry, it’s up to all of us to share what works, what doesn’t, and what we’re still trying out. These tips are just a taste of the product experience best practices that will be shared at Pulse 2019.

Tips 49

Tips Management Roadmap Conference 49

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

Advantage Communications

APRIL 23, 2019

If you have decided to transition from in-house customer service to an outsourced call center then it’s likely that you have already been through the request for proposal (RFP) process and you know exactly how outsourcing your contact center will benefit your business. You’ll understand that by partnering with a highly advanced contact center, such as Advantage Communications , you’ll have access to highly skilled customer service agents, next-generation technology and much more.

Call Center 49

Call Center Contact Center Customer Service Communication 49

Forrester's Customer Insights

APRIL 23, 2019

Forrester predicted in late 2018 that automation would become the tip of the digital transformation spear in 2019, impacting everything from infrastructure to customers to business models. Now that we’re four months in, we’ve evaluated whether our five specific predictions are on track. We first predicted that 40% of enterprises will have automation centers and […].

Tips 55

Tips Customers 55

Oracle

APRIL 23, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. Is your company doing a good job of capturing customer information? In this 10th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. While on location at NRF 2019: Retail’s Big Show in New York City from January 13-15, the SmarterCX team met with Rand Fernandes, Master Principal Sales Consultant from O

Analytics 45

Analytics Loyalty Rewards Programs Retail 45

Lithium

APRIL 23, 2019

We have a lot of exciting news from the month of February and March. The most exciting of course — that Spredfast and Lithium are now Khoros ! We're excited to have such wonderful customers and Community contributors that voiced their support of our merger, and now new brand! Speaking of which, a special thanks is in order to the Top 3 Kudoed authors for February: , , and !

Course 40

Course Brands Engagement Customers 40

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Training

Quadient

APRIL 23, 2019

I am writing today’s blog entry on my flight to Xplor 2019 in Las Vegas, excited to kick off Conference season. Then, it’s Document Strategy Forum in Anaheim, and finally the NG Financial Services Tech Summit in Denver. Each conference this year has a different vibe. This year, we seem to be facing a challenge of establishing control over communications delivery systems in an age of the customer.

Conference 40

Conference Financial System Communication 40

Lithium

APRIL 23, 2019

We have a lot of exciting news from the month of February and March. The most exciting of course — that Spredfast and Lithium are now Khoros ! We're excited to have such wonderful customers and Community contributors that voiced their support of our merger, and now new brand! Speaking of which, a special thanks is in order to the Top 3 Kudoed authors for February: , , and !

Course 40

Course Brands Engagement Customers 40

Help Scout

APRIL 23, 2019

Every team needs a shared mission. Just as important, every team needs guiding principles that ensure they’re fulfilling their shared mission in the best way possible. A customer service philosophy is just that. It ensures that support professionals not only focus on the same goal, but that they understand the holistic approach to achieving that goal.

Customer Service 40

Customer Service Self Service Guidelines Metrics 40

Lithium

APRIL 23, 2019

We have a lot of exciting news from the month of February and March. The most exciting of course — that Spredfast and Lithium are now Khoros ! We're excited to have such wonderful customers and Community contributors that voiced their support of our merger, and now new brand! Speaking of which, a special thanks is in order to the Top 3 Kudoed authors for February: , , and !

Course 40

Course Brands Engagement Customers 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

ChurnZero

APRIL 23, 2019

ChurnZero Raises $7M in Series A Funding Round to Build the Customer Success System of Record. . ChurnZero has raised $7 Million in a Series A funding round led by Baird Capital and joined by existing investors. . ChurnZero, a real-time Customer Success platform, has announced that it secured $7 million in Series A funding led by Baird Capital. Returning investors in the round include Grotech Ventures, Middleland Capital, Charlottesville Angel Network and Center for Innovative Technology.

Touchpoint 40

Touchpoint Customer Success Software Retail 40

Lithium

APRIL 23, 2019

We have a lot of exciting news from the month of February and March. The most exciting of course — that Spredfast and Lithium are now Khoros ! We're excited to have such wonderful customers and Community contributors that voiced their support of our merger, and now new brand! Speaking of which, a special thanks is in order to the Top 3 Kudoed authors for February: , , and !

Course 40

Course Brands Engagement Customers 40

Currency Alliance

APRIL 23, 2019

Chuck Ehredt sat down with Steve Hoban, who recently returned to the UK after spending 11 years working for Pick n Pay in South Africa, to discuss brand collaboration in loyalty schemes. The Pick n Pay Smart Shopper loyalty scheme was launched by Steve in 2011 and quickly became the leading loyalty program in the country – in large part because of constant innovation and relevant partnerships with complementary brands.

Loyalty 40

Loyalty Marketing Loyalty Programs Brands 40