Feedbackly

OCTOBER 9, 2020

Every business offers some kind of customer experience to its clients, and it greatly depends on how the brand treats its customers and its. Source.

How To 98

How To Brands Customer Journeys Customer Experience 98

ShepHyken

OCTOBER 9, 2020

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations.

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Retail Customer Experience Multi-Channel Omni-Channel 136

SurveyGizmo

OCTOBER 9, 2020

By David Roberts, CEO of Alchemer. Today SurveyGizmo transforms to Alchemer. We have considered changing our name for years as our customers have expanded well beyond surveys. They also count on us in ways that go way beyond what “gizmo” implies. “Alchemer” reflects the commitment we have to our customers and matches their expectations of us. Growing b eyond “Survey Gizmo ”.

Customer Voice 98

Customer Voice Analytics Software Survey 98

Myra Golden

OCTOBER 9, 2020

Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps. Grab your slides from this video for quick reference to the four tips.

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Video Tips Customers Management 98

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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.

Training

Vanilla Forums

OCTOBER 9, 2020

Ideation is one of the best tools that your community can have simply because some of the best ideas for your products come from your biggest fans. Managing the ideation process, however, can be a challenge since there are likely hundreds, if not, thousands of ideas for product improvements and future product developments. The challenge then becomes how to actually find the best ideas - it can be similar to trying to find a needle in a haystack if you don't have a process in place.

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Management Tools How To 98

ChurnZero

OCTOBER 9, 2020

If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. So, as your research primer and to help you get up to speed, we created an abbreviated guide that covers three of the most popular survey types: NPS®, CSAT, and CES. We stick to the basics and use bulleted lists (the exception being this introduction) with the goal of making this guide as useful and condensed as possible.

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NPS Customer Satisfaction Survey Net Promoter Score 75

Chadwick Martin Bailey

OCTOBER 9, 2020

Last week, I attended IA’s Design Thinking Workshop , led by Brianna Sylver—a topic we strongly believe in to creatively solve business challenges. The framework came out of engineering and design originally but is smartly being applied to market research. Consider these 5 steps and decide whether this agile approach, or process, could apply to your issues or needs: Empathize – market research to deeply know your target audience.

Loyalty Programs 59

Loyalty Programs Hotels Innovation Consumers 59

Playvox

OCTOBER 9, 2020

Managing a customer service operation is never easy. Especially now. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality assurance, is nothing short of a juggling act. When more and more gets added to the daily juggle, where does one even begin to keep up the act?

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Contact Center Report Customer Service Management 55

Centercode

OCTOBER 9, 2020

In October 2020, YouTube quietly changed the way it beta tests which allows only premium subscribers to opt-in to test new features. It’s a departure from the way things have always been when they just selected beta testers at random.

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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

SurveyGizmo

OCTOBER 9, 2020

On October 10, 2020, SurveyGizmo changed its name to Alchemer. This FAQ was created to answer questions that you may have about our rebrand. Q: Why did you change your name from SurveyGizmo? A: SurveyGizmo served us well. It was fun and whimsical. It communicated clearly that we provide survey software and that our software is approachable and easy to use.

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Customer Centricity Survey Feedback Analytics 52

Ascribe

OCTOBER 9, 2020

Natural Language Processing, or NLP, allows computers to understand the natural language of humans through artificial intelligence technology. Solutions that use natural language processing products deliver significant value to businesses that understand how to harness its potential. The typical NLP implementation uses machine learning algorithms to process unstructured data and output it into a format.

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Technology Data How To 52

kommunicate

OCTOBER 9, 2020

In the month of September, we have added some cool features and updated the existing ones to improve your overall experience with Kommunicate. If you have missed the previous episode, please head here. Web App Domain Restriction To improve the security, we have added URL based domain restriction, where you can allow the installation script to [.]. The post Here’s What’s New from September 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.

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Ascribe

OCTOBER 9, 2020

Text mining is one of the most powerful tools you can have for real world marketing. Also known as text analytics, this technology leverages artificial intelligence to power Natural Language Processing. You can discover deeper insights about your verbatim comments without resource-intensive manual processing. Projects that took your marketers days or weeks to work on.

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Marketing Analytics Resources Tools 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Oracle

OCTOBER 9, 2020

After the abrupt conversion from in-person to online instruction amid the pandemic’s surge in March, the higher education community spent much of the summer focused on reopening this fall. Yet, on a quieter front, college administrators sustained a parallel push: Keeping the prospective student funnel active–and college application levels high–for the high school class of 2021.

Social Media 45

Social Media Chatbots Report Video 45

Ascribe

OCTOBER 9, 2020

Sentiment analysis is used to understand the emotion behind verbatim comments from open-ended questionnaires. There are many ways to apply sentiment analysis in your business, from market research to employee surveys. Measuring and understanding sentiment analysis scores is more involved than analyzing your closed questions, but offers an important source of valuable information.

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Chadwick Martin Bailey

OCTOBER 9, 2020

For me, 2020 has really solidified the importance of slowing down and listening to yourself – your mind, body, and soul – to be the best possible leader that you can. This was a resounding message throughout JPMorgan Chase’s Women’s Leadership Day —an annual event to fuel female ambition and advance financial equality for all. Missed it? We got you, girl (and supporters of girls everywhere)!

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Roadmap Financial Healthcare Consumers 40

Ascribe

OCTOBER 9, 2020

Text mining is one of the most powerful tools you can have for real world marketing. Also known as text analytics, this technology leverages artificial intelligence to power Natural Language Processing. You can discover deeper insights about your verbatim comments without resource-intensive manual processing. Projects that took your marketers days or weeks to work on end up getting processed in hours with text mining applications.

Marketing 40

Marketing Social Media Study Effort Score 40

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

PK

OCTOBER 9, 2020

The “content crisis” continues Almost a year ago I gave my initial thoughts on Sitecore’s Content Hub as the company was just rolling it out to the public. At the […]. The post Return to Sitecore Content Hub: Updates and new features reviewed appeared first on PK.

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Company Strategy 40

Ascribe

OCTOBER 9, 2020

Natural Language Processing, or NLP, allows computers to understand the natural language of humans through artificial intelligence technology. Solutions that use natural language processing products deliver significant value to businesses that understand how to harness its potential. The typical NLP implementation uses machine learning algorithms to process unstructured data and output it into a format that makes sense for computers.

Analysis 40

Analysis Chatbots Competitive Advantage Social Media 40

Forrester's Customer Insights

OCTOBER 9, 2020

When I was working at @stake in the early 2000s, most of my client engagements were in application security. I did a number of code reviews that actually involved people handing me stacks of paper to go through. ‘Grep’ was an important security tool. When I was involved in application penetration tests, we used a […].

Technology 46

Technology Tools Engagement Management 46

Ascribe

OCTOBER 9, 2020

How often does your business conduct surveys of your customers, employees, and other parties? What types of questions do you use? Closed questions are those that have a predictable and limited set of answers. For example, any yes or no questions fall under this category. Open ended questions have broader responses and have the potential. Read more » The post How to analyze open ended survey questions appeared first on Ascribe.

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Survey How To Examples Customers 40

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail

Helen Dewdney

OCTOBER 9, 2020

Brands 93

Brands 93

Ascribe

OCTOBER 9, 2020

Sentiment analysis is used to understand the emotion behind verbatim comments from open-ended questionnaires. There are many ways to apply sentiment analysis in your business, from market research to employee surveys. Measuring and understanding sentiment analysis scores is more involved than analyzing your closed questions, but offers an important source of valuable information.

Analysis 40

Analysis Measurement Survey Marketing 40

Strikedeck

OCTOBER 9, 2020

Vincent Manlapaz, in an interview with Bhanu Sareddy, talks about the ideology behind CS, and what it takes to succeed in these dynamic and uncertain times.

Customer Success 40

Customer Success Customers Customer Engagement Engagement 40

Forrester's Customer Insights

OCTOBER 9, 2020

5G is quickly coming to the forefront of consumer consciousness in the United States. The US-based wireless carriers are running commercials. Samsung has had its devices in the market since 2019 with its flagship S20 arriving earlier in 2020 (I had the opportunity to test, and in the words of my 10-year old nephew, “Such […].

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Wireless Consumers Marketing Customers 29

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Centercode

OCTOBER 9, 2020

In October 2020, YouTube quietly changed the way it beta tests which allows only premium subscribers to opt-in to test new features. It’s a departure from the way things have always been when they just selected beta testers at random. We speculate it’s because YouTube realizes that a paid subscriber is more invested in the process than someone selected randomly.

Roadmap 78

Roadmap Feedback Video Engagement 78

Ascribe

OCTOBER 9, 2020

How often does your business conduct surveys of your customers, employees, and other parties? What types of questions do you use? Closed questions are those that have a predictable and limited set of answers. For example, any yes or no questions fall under this category. Open ended questions have broader responses and have the potential to give you new insights into your audience.

Survey 40

Survey How To Analysis Analytics 40

Enalyzer

OCTOBER 9, 2020

Every time a customer interacts with your company, whether it’s an online purchase or a conversation with your customer success team, it’s a chance to measure the quality of that experience. These interaction measurements are known as transactional surveys. Transactional surveys measure the experience a customer has had within a particular transaction or interaction with your organization/brand, also known as a touchpoint.

Survey 52

Survey Net Promoter Score Customer Experience Effort Score 52