delighted

JUNE 7, 2019

Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh. QR code surveys, now available with our Link survey distribution method , extend those same exact benefits to feedback collection on real-world physical interactions.

Feedback 57

Feedback Survey Conference Social Media 57

Talkdesk

JUNE 7, 2019

Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift? This percentage is known as shrinkage. Understanding shrinkage percentage as a call center key performance indicator (KPI), how to calculate and manage it can give you an edge in improving customer interactions, average

Call Center 46

Call Center Average Handle Time How To Contact Center 46

Customer Enthusiast

JUNE 7, 2019

Businesses that employ techniques to “surprise and delight” customers in an attempt to distract them from noticing systemic flaws in value (for price paid) or product or service quality are misguided. To illustrate, there is a large plumbing and HVAC company in my area that has its technicians carry a small red carpet to the […]. The post Surprise and Delight is Not a Strategy appeared first on Steven Curtin.

Strategy 58

Strategy System Company Employee Engagement 58

Beyond Philosophy

JUNE 7, 2019

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

Employee Experience 115

Employee Experience Consulting Employee Engagement Customers 115

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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

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.

Connections 117

Connections Customer Centricity Consumers Culture 117

Team Support

JUNE 7, 2019

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise. Fortunately, B2B customer support software exists to help! Here are a few reasons why facility management leaders need support software to optimize their operations….

B2B 74

B2B Software Management Communication 74

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today, we are going to be showcasing – Jason Conrad. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success B2B Tips Consulting 73

ProProfs Chat

JUNE 7, 2019

Email is still a crucial channel to master if you want to be successful. Brands have been sending more emails than ever, and marketers consider emails to be among the most effective online communication channels. Email marketing expert Dela Quist states: To not have an email address is the digital equivalent of being homeless. However, while emails came into existence to increase our productivity, they can actually prove to be harmful when used wrongly.

Tips 56

Tips Management Social Media Tools 56

Alliance by IFS

JUNE 7, 2019

Astea Executive Leadership to Present at the 2019 Stifel Cross Sector Insight Conference on June 10. HORSHAM, PA (June 7, 2019) — Astea International Inc., (OTCQB: ATEA) a leading global provider of field service management and mobility solutions , today announced that Astea’s executive leadership will present at the Stifel 2019 Cross Sector Insight Conference on the first day of the event, June 10, 2019.

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Conference Hotels Leadership Financial 50

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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

inSided

JUNE 7, 2019

A successful product-community relationship doesn’t just happen on its own—it takes time, effort and commitment. What are the most effective ways to manage this relationship and ensure you are building your product to suit the needs of your customers?

Management 49

Management Customers 49

NetBase

JUNE 7, 2019

Social engagement doesn’t have to be – and shouldn’t be – limited to your own brand campaigns, or interactions initiated by customer service issues. Holidays like National Donut Day offer brands a chance to talk to social audiences like a person – especially when the topic is so full of love. Unlike some of the quirkier days of observance, National Donut Day (June 7) goes back quite a ways.

Analysis 49

Analysis Fashion Social Media Analytics 49

Forrester's Customer Insights

JUNE 7, 2019

The Benefits of Design Thinking Are Quantifiable and They’re Compelling By Ryan Hart (Principal Analyst, CX) and Benjamin Brown (Senior Consultant, Total Economic Impact) Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves increasingly under pressure to show the return […].

ROI 55

ROI Consulting Innovation Customer Experience 55

Opinionator

JUNE 7, 2019

Infographic – How to Boost Sales of a Brick and Mortar Retailer. Are you looking for ways to boost sales of brick and mortar retailer? Though booms and slumps are somewhat inevitable, there are a number of tricks which you can apply to boost sales of a brick and mortar retailer. This article and the infographic below share some ideas on how to increase traffic and acquire new customers, And then make sure these new customers remain loyal, by providing excellent service.

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Infographics Retail Sales Customer Satisfaction 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

Oracle

JUNE 7, 2019

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.

Retail 40

Retail Video Trends Social Media 40

NobelBiz

JUNE 7, 2019

by Karl Walder | EVP of Innovations | June 7, 2019 Under new proposed rules, debt collectors would be able to call up to only seven times a week; and can use text, email, and private message to try and obtain payments. On Tuesday, the Consumer Financial Protection Bureau (CFPB) announced a [ ] The post New Legislation Calls For New Rules appeared first on NobelBiz®.

Financial 40

Financial Innovation Consumers 40

CSM Magazine

JUNE 7, 2019

The advantages of taking online courses over going to a traditional, brick-and-mortar institution are many. Apart from offering you time flexibility by allowing you to take lessons at your preferred time, they also save you the hassle of having to physically to a classroom facility. However, another advantage of taking online courses is the fact that they help instill certain skills that are applicable in real-life situations.

Course 40

Course Leadership Tools Consulting 40

Forrester's Customer Insights

JUNE 7, 2019

I have spent the last three days attending Infosecurity Europe 2019, the largest security trade show in the UK and Europe. As ever, before coming I have tried to predict the big theme or trends that CISOs should take note of. However, the show is very similar to last year, with incremental evolution of products […].

Trends 48

Trends Government Analytics Culture 48

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

Brandwatch CX

JUNE 7, 2019

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Forrester's Customer Insights

JUNE 7, 2019

In this episode of our video blog series FORR in 3, Vijay Raghavan and I discuss the challenges of robo-advice, some of the latest failures in this space, and what this means for a technology market that has seen over $2 billion investment in the last decade. For more insights, Forrester clients can check out […].

Video 47

Video Technology Marketing Financial 47

Happy or Not

JUNE 7, 2019

HappyOrNot’s Partner for the UK, Smiley Feedback Ltd together with Kate Heath,Global Vice President of Channels,are joining The Facilities Show at London’s Excel. Running from the 18-20 June 2019, […] The post The Facilities Show | 18.-20.6. | London, UK appeared first on HappyOrNot.

Feedback 28

Feedback 28

Forrester's Customer Insights

JUNE 7, 2019

Before an organization undertakes any transformation, restructuring, or automation initiative, it needs to ask: What do our employees need to become so that they can thrive in an environment with more chaos and uncertainty? That’s because any change initiative creates fear, uncertainty, and doubt amidst your employees. Will I lose my job? Will I still […].

Employee Engagement 47

Employee Engagement Employee Experience Engagement Customer Experience 47

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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

MyCustomer

JUNE 7, 2019

Download this Whitepaper. Lead goal. 20. TM Form. Not a TM Form.

Engagement 40

Engagement Strategy Customers 40

Forrester's Customer Insights

JUNE 7, 2019

FTD Gets Caught In A Terrible Game Of Pickle Century-old floral delivery stalwart FTD filed for Chapter 11, sending shivers through C-suites of venerable brands everywhere. In a growing US flower market, this pioneer should have dominated. It’s long offered eCommerce and delivery, features that competitive direct-to-consumer (DTC) upstarts now play to disrupt markets.

Brands 45

Brands Ecommerce Consumers Marketing 45

MyCustomer

JUNE 7, 2019

Register for the webinar. Lead goal. 80. TM Form. Not a TM Form.

Banking 40

Banking 40

Forrester's Customer Insights

JUNE 7, 2019

Marketers will run a portfolio of automation technologies; take an organized and intentional approach to this complex but crucial effort.

Marketing 46

Marketing Management Technology B2C 46

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

MyCustomer

JUNE 7, 2019

Download this Whitepaper. Lead goal. 20. TM Form. Not a TM Form.

Strategy 40

Strategy Customer Experience Customers 40

Brandwatch CX

JUNE 7, 2019

Report 56

Report Tools 56

MyCustomer

JUNE 7, 2019

Download this Whitepaper. Lead goal. 20. TM Form. Not a TM Form.

Engagement 40

Engagement Strategy Customers 40