Thu.Jul 11, 2019

Stop Playing CX Whack-A-Mole

Heart of the Customer

“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.”

The pros and cons of remote customer support


Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. customer service Customer Support Agent

Understanding the Importance of Customer Retention


You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity.

Modern Leading Morale Steps to Lead Great Customer Service Performance


Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness?

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How Mystery Shopping Delivers Real Change


Jeannie Walters, CCXP, shares why mystery shopping is the "rocket fuel" for improving your customer experience

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State of Service 2019: Field Service Evolution Focused on Customer Satisfaction


Focusing on the customer. It sounds like a pretty straightforward concept. There’s even a whole host of sayings about it, like “the customer comes first” or “the customer is always right”.

Introducing Brandwatch for Students

Brandwatch CX

With Brandwatch For Students, you can get free access to the coveted platform, kickstart your career and get a head start on your coursemates. Find out how


The CRM Contribution Metric: Discovering (and Understanding) the Magical Numbers


In the first blog post in our “CRM Contribution Metric” series, we discussed the need to understand and measure the value your CRM brings your organization and shared research that makes sense of these numbers and the variables they are based on.

16 Must-Know Stats and Quotes on the Car Buying Customer Journey


The car shopping customer journey is long and winding, with many speed bumps and sharp turns you have to navigate before you finally put pen to paper on the car of your dreams. Digital Marketing Customer Experience

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Meet Hayley Jean Farr: Gainsight’s VP of Market Development


Our mission is to prove that you can win in business while being human first. So we want to put the spotlight on some of those humans helping Gainsight win in business! This time around, let’s meet our VP of Market Development, Hayley Jean Farr , and hear from her in her own words.

The Right Way to Handle Dealership Negative Reviews


There are several automotive review sites that car dealers, auto shops, service centers, and similar automotive-related businesses constantly keep an eye on: Google My Business (formerly Google Places), DealerRater , , and Edmunds , among many others.

Brand Passion Report 2019: Top Loved Brands


Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. In it, we share insight around what consumers find so attractive about these brands, from both a category and entity perspective.

Maximizing Segmentation Impact with Smart Trade-offs

Chadwick Martin Bailey

Every day we help our clients solve for as many needs possible while staying laser-focused on business objectives and decisions. It can be a tricky balance, but there is no better time to be in research—mobile stitching, AI, agile qual, etc.—are are helping us extract more value in less time.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Interview: FleishmanHillard Fishburn’s Ben Levine on the Much Needed Truce Between Data and Creative

Brandwatch CX


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Memory Cues – Excellent CX Is Useless If No One Remembers It

Beyond Philosophy

When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. .

How to Design Your Customer Success Strategy to Win More Customers Faster


As a B2B SaaS company, your customer success strategy can be your best sales strategy. And I don’t just mean for expanding customers through upsells and cross-sells (farming). I mean for acquiring net-new customers. I’m talking about hunting.

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How to Use Customer Feedback to Win More Business


Non-paying clients, social media reviews, contract breaches, frauds, and shoplifting have contributed to the “us vs. them” mentality in leading businesses who now view customers as a source of risk. But what if you could flip this notion on its head?

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

These 3 Keys for Getting Library Customers to Use Self-Service Is Going to Change Your Service Model!

Myra Golden

One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket.

The Four Cloud Technology Trends to Watch Out For


Cloud technology has come a long way since computer scientist John McCarthy proposed the idea of computation being delivered as a public utility back in the 1960s. . Now, as more and more companies move their workloads and applications to the cloud, a new era of cloud technology is upon us—one that portends to make the previous era of the last 10 years look somewhat antiquated and slow. . A recent Gartner report showed that public cloud spending is expected to reach $206.2

3 Ways to Keep Up with Customer Expectations Through Content Experience

Smarter CX

As customer expectations continue to increase, customers are constantly inundated with content. The attention span of a goldfish is 9 seconds. And the attention span of the average person today is now less than that of a goldfish —only three to five seconds.

Three things to know about partnering with Connective DX

Connective DX

Partnership remains the most important quality of the work that we do. Here's three reasons why you should consider partnering with Connective DX

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Top 100 Events: May 2019

Gravy Analytics Lead Intelligence Blog

Events are great indicators of consumer interests and trends. We looked at event attendance data for May 2019 to see which events are the most popular with US consumers right now. Easy to say that May 2019 was a month marked by NASCAR, Concerts, and Baseball. .

Asia Pacific Online Video Advertising Spend Will Reach $53.7 Billion By 2023

Forrester's Customer Insights

Increasing internet penetration, better data infrastructure, and increasing adoption of 4G and now 5G are driving video consumption in Asia Pacific. The Asia Pacific region is a mix of heterogeneous markets such as Australia, Japan, South Korea, China, and India.

Google My Business Feature Update Rundown For 2019

Marketers and business owners have always had sort of a devil's bargain with Google. Feed the beast, and the beast feeds you back. But the beast is chimera: constantly morphing, changing, and demanding new strategies and responses. Sometimes the changes are helpful and kind. Other times? Not so much.

Accelerate AI – Now Tech: AI Consultancies In Asia Pacific, Q3 2019

Forrester's Customer Insights

With Artificial Intelligence (AI) moving from novelty towards mainstream, the objectives for deploying AI-based solutions are shifting from technology showcases to generating repeatable business results. But challenges remain: a prolonged time to value and a higher risk when adopting technologies new to your organization. You can use artificial intelligence consultancies to evaluate the impact and benefits […]. age of the customer

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.