Thematic

OCTOBER 29, 2018

Let’s face it, any business owner can benefit from conversations with customers. It’s the only way to find out what customers think. In this post, you will learn which questions will prompt customers to share their views in depth. What do your customers really want? According to a new report called L eading By Example most company directors and board members don’t have a clear understanding of what their customers want, and often ignore the views of those that do – their front line people!

Competitive Advantage 109

Competitive Advantage Feedback NPS Customers 109

AskNicely

OCTOBER 29, 2018

We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again. Or perhaps you can’t get your cardio in because, as usual, all the treadmills are taken and there’s a line of people waiting. You wonder if other clubs might offer a better experience.

Case Study 150

Case Study NPS Study Net Promoter Score 150

NICE inContact

OCTOBER 29, 2018

The world seems to be moving at breakneck speed. Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. I was met with a mix of giggles, and gasps.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Call Center Pros

OCTOBER 29, 2018

BPO, or Business Process Outsourcing, is a very attractive business management solution. Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. But why such a craze for the BPO? To answer the question, discover through this article the missions of a business process outsourcing and the benefits it offers for companies.

Call Center 100

Call Center Social Media Resources Study 100

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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

OCTOBER 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Major Customer Service Faux Pas by Holger Reisinger . (Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue.

Net Promoter Score 103

Net Promoter Score Customer Service NPS Customer Satisfaction 103

Talkdesk

OCTOBER 29, 2018

The customer experience is important to you and your organization. You do your best to ensure that your products and processes meet customer needs but, when it comes to your call center agents, ensuring that you’re hiring and training for the right skills can be difficult. And, once they’re onboard, employee engagement is still a common challenge that often leads to increased turnover and decreased customer satisfaction.

Training 77

Training Call Center Employee Engagement Consulting 77

NetBase

OCTOBER 29, 2018

Just as we do every October, after wrapping up a successful event on the West Coast we headed east for NetBase LIVE NY. The energy of the city and the crowd of brands, agencies, and social analytics enthusiasts was palpable as we settled in to The New Yorker, A Wyndham Hotel for the second half of our October tour. Here’s a rundown of NetBase LIVE NY highlights: DAY ONE – It’s About Sharing Knowledge.

Brands 60

Brands Social Media Analytics Conference 60

ERDM

OCTOBER 29, 2018

Article by Ernan Roman Featured on CustomerThink.com. Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications…you have NO idea what customers think about your business and your marketing tactics. We just completed VoC research for a major up and coming brand.

Engagement 56

Engagement Tips Consumers Communication 56

FiveStars

OCTOBER 29, 2018

Small Business Saturday is not only a great way to come out on top of the Black Friday season—it’s also a way to build momentum in your community for local businesses well past the shopping holidays. What is Small Business Saturday? Small Business Saturday is a nationally recognized shopping day that encourages customers to shop […]. The post 4 Steps for a Successful Small Business Saturday appeared first on Fivestars Insights.

Customer Retention 53

Customer Retention Advertising Tips Customers 53

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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

Helen Dewdney

OCTOBER 29, 2018

There are loads of posts on complaining about goods and services on the blog. Here for ease are links for you to find the information most relevant to your issue. Goods and consumer law. A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services. What you need to know about the Consumer Rights Act 2015 digital content additional information.

Social Media 51

Social Media Consumers Tips Travel 51

Genroe

OCTOBER 29, 2018

Unless you’ve been living under a rock for the past few years you’ll know the importance of and explosion in growth of online reviews. In this post, I’ll share how to leverage your customer feedback and service recovery processes to reduce negative reviews and build positive reviews for your business. Lead by Google, but with […].

Feedback 45

Feedback How To Customers 45

Avaya

OCTOBER 29, 2018

Avaya Engage is now just a few months away and teams across Avaya are working diligently to finalize the program for our many IAUG user group members. As part of the planning I am pumped to see the innovation that Avaya will be showcasing at this global event. It’s a unique opportunity to demonstrate impactful solutions that we’ve developed and implemented with several key customers.

Communication 45

Communication Transportation Sports Healthcare 45

Keatext

OCTOBER 29, 2018

The post Improve your NPS with smart CX appeared first on Keatext.

NPS 68

NPS Survey Customer Experience Customers 68

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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

ERDM

OCTOBER 29, 2018

Article by Ernan Roman Featured on CustomerThink.com. Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications…you have NO idea what customers think about your business and your marketing tactics. We just completed VoC research for a major up and coming brand.

Engagement 40

Engagement Tips Consumers Communication 40

Genroe

OCTOBER 29, 2018

Unless you’ve been living under a rock for the past few years you’ll know the importance of and explosion in growth of online reviews. In this post, I’ll share how to leverage your customer feedback and service recovery processes to reduce negative reviews and build positive reviews for your business. Lead by Google, but with […].

Feedback 40

Feedback How To Customers 40

Method:CRM

OCTOBER 29, 2018

Technology is changing the accounting industry. Many routine tasks can now be automated through accounting software, leaving accountants wondering what’s in store for their jobs. The answer is simple: they must expand their service offerings to deliver greater value to their clients. One way to achieve this is by combining accounting software with other business apps.

Connections 40

Connections Consulting CRM Conference 40

RapportBoost

OCTOBER 29, 2018

Hi everyone! Dani Apgar here from RapportBoost. I’m in New York visiting prospects yet wanted to share your RapportBoosting Tip #8 on Formal Language. . Informality often builds rapport. However, it is important for agents to communicate formally until the visitor breaks the ice. Mirror their level of formality and reading/writing levels. Remember, RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands.

Tips 40

Tips Communication Brands Sales 40

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

NetBase

OCTOBER 29, 2018

As automotive aficionados ourselves, we were curious about the luxury European automotive market in general. More specifically, we were interested in growth expectations and market considerations, as one never knows when s/he may hit the lottery and find yourself shopping for a custom built Caterham. When considering the luxury automotive market, there are luxury cars and then there are ultra-elite, niche luxury cars.

Automotive 40

Automotive Report Effort Score Sports 40

Think Customers

OCTOBER 29, 2018

Recent CX award winners Heidi Rote from Jenny Craig USA and Michelle Williams from Dorel Juvenile give an insider’s view of why they believe AI will enhance-rather than replace-the work of associates, and where they see opportunities to further evolve the customer experience. Music: Siesta by Jahzzar; As Colorful as Ever by Broke for Free Listen to all episodes of The CX Pod at TTEC. .

Contact Center 40

Contact Center Innovation Customer Experience Customers 40

UserReplay

OCTOBER 29, 2018

Black Friday and the peak shopping season is looming near and delivering an awesome Black. The post Black Friday 2018 CX Infographic appeared first on UserReplay.

Infographics 40

Infographics Ecommerce Retail 40

Forrester's Customer Insights

OCTOBER 29, 2018

Yesterday, IBM announced its intention to purchase Red Hat for $34B. Assuming a successful transaction, this acquisition blends hybrid cloud and open source synergies: Both companies target hybrid cloud from different angles; Red Hat provides a compelling middleware environment with OpenStack, while IBM supports enterprise customers with monolithic and even mainframe support in its cloud […].

Company 45

Company Customers 45

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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

OCTOBER 29, 2018

Engagement. Branded experience vs customer-centricity.

Customer Centricity 50

Customer Centricity Brands Customer Experience Customers 50

Forrester's Customer Insights

OCTOBER 29, 2018

It’s unbelievable how much attention Amazon Advertising now gets. Prior to 2018, very few media outlets or Forrester clients even spoke about Amazon’s ad products.

Advertising 41

Advertising 41

Myra Golden

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final. 1.

Hotels 92

Hotels Exercises Tips Call Center 92

Grade.us

OCTOBER 29, 2018

Who you gonna call when your traffic drops? If your answer is Google penalty expert and algorithm analyst Marie Haynes of Marie Haynes Consulting Inc. , you'd probably be making a great choice. For years, Marie has been a go-to for websites in crisis. She's been featured on Forbes, Moz, Search Engine Roundtable, Search Engine Watch, WebProNews, TheSEMPost, Search Engine Journal , and Search Engine Land.

Guidelines 49

Guidelines Consulting Case Study Connections 49

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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

ReviewTrackers

OCTOBER 29, 2018

Deleting a Facebook Business Page. One of the most popular and widely used marketing must-haves today is a Facebook Business Page. Which makes you wonder: why would any business or marketer want to remove their presence on the world’s largest social network and decide to delete their Facebook Business Page? Reasons may vary. Among the most common ones that marketers would give: Managing the Facebook Business Page is taking too much time and not delivering enough return.

Management 62

Management How To ROI Measurement 62

CSM Magazine

OCTOBER 29, 2018

AliBaba is the pinnacle of B2B ecommerce. AliExpress is its consumer market counterpart, where thousands of retailers sell goods in small quantities. Whether you’re an end user of products, a retailer, or a drop-shipping business, it should be noted there are some potential risks in buying from AliExpress. From the unpredictable quality of the products to issues such as wrong product shipping, defective goods, etc. – you may face some problems.

How To 40

How To Ecommerce Effort Score Guidelines 40

ReviewTrackers

OCTOBER 29, 2018

Deleting a Facebook Business Page. One of the most popular and widely used marketing must-haves today is a Facebook Business Page. Which makes you wonder: why would any business or marketer want to remove their presence on the world’s largest social network and decide to delete their Facebook Business Page? Reasons may vary. Among the most common ones that marketers would give: Managing the Facebook Business Page is taking too much time and not delivering enough return.

Management 50

Management How To ROI Measurement 50