Wed.Dec 05, 2018

5 Reasons Why Your Employees Are Delivering Poor Service

The DiJulius Group

The next time you have a large group of your employees together, ask them this question: How many of you feel we provide a superior Customer experience? I have asked this question hundreds of times. When the audience is made up primarily of one company, nearly every hand in that audience proudly goes up. Read Full Article. The post 5 Reasons Why Your Employees Are Delivering Poor Service appeared first on The DiJulius Group.

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

Are Your Engaged Employees Relentlessly Curious Employees?

One Millimeter Mindset

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Perhaps you should. Because they are key to positive customer experiences. And they fuel customer success and customer retention. Here’s why.

Inside Customer Success: Winning by Design

Amity

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Astea Participates in Key Investor Conferences Across the US

Astea

Astea is increasing investor awareness as company growth continues by attending this conference in Los Angeles, CA. Astea is excited to be attending several investor conferences this year, including the LD Micro 11th Annual Main Event taking place this week in Los Angeles, California.

Putting the Customer into Customer Experience

CX Journey

Image courtesy of Shep Hyken/ABR Let's put the "customer" into customer experience. What does that mean? If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience.

More Trending

KFC at Christmas: How Celebrations in Japan and the UK Are Wildly Different

Brand Watch

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What Makes an Unforgettable Customer Experience

Smarter CX

Especially around this time of year, we’re forced to interact with all types of companies, from retailers to restaurants to the Salvation Army donation collectors ringing bells on the street corners.

Customer retention analytics: 5 strategies to reduce churn with data

Thematic

Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special.

Managing Infinite Customer Journeys

Optimove

Download the eBook: Managing Infinite Customer Journeys. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships.

eBook 59

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Smart Manufacturing: How Geesinknorba Increased Production Efficiency by 45%

Bizagi

If your manufacturing isn’t smart, then you’re not doing it right. Smart Manufacturing means embracing new technologies to become more efficient, and the industrial sector is already reaping the benefits.

2 Things I Learned About Personal Connection From 3 Nurse Technicians

Myra Golden

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

Webinar: Developing Your Own Advanced AI Tools for Support With Tableau

B2B Customer Service Blog - TeamSupport

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, boring webinars!

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A Positive Customer Experience by Tailoring Communications

CSM Magazine

Konstantin Selgitski, Chief Marketing Officer at Apifonica explores how to make it easier for customers to get what they want, when they want and to ensure a positive customer experience. By 2028, recent research forecasts that 70-80% of online purchases will be made using mobile devices.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Analytics Solutions 101: Beware Black Box Methodologies That Can’t Be Verified by Users – Part 2

NetBase

Ignorance may be bliss in certain areas of life, but when it comes to your social analytics the cliché doesn’t apply. Here’s why you should steer clear of mysterious analytics solutions you can’t verify. YOUR BRAND’S REPUTATION AND SUCCESS SHOULD’T BE LEFT TO CHANCE.

2018's key customer experience trends - and how they impacted CX strategies

MyCustomer

Engagement. What were 2018's key customer experience trends

What Causes Friction

ShepHyken

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction.

Announcing DataStax Enterprise 6.7 (And More!)

datastax

We’re excited to announce DSE 6.7 today, along with OpsCenter 6.7 and updates for our DataStax Studio developer tool and DataStax drivers. If you’re thinking, “Hey, 6.7? Wasn’t your last major release 6.0?”, you’ve been paying attention and are correct. We decided to sync the major/minor version numbers of our software solutions—hence the jump in the minor version number. Release numbering aside, there are some real gems in DSE 6.7

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

The Future Of Mobility Is Data, Not Cars

Forrester's Customer Insights

Having worked in and with the automotive industry for around 25 years, the challenges that OEMs face given their size and structures often inhibit the business agility needed to provide lasting customer value in an age of digital disruption.

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Managing Infinite Customer Journeys

Optimove

Download the eBook: Managing Infinite Customer Journeys. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships.

eBook 40

3 Lessons for Chatbot Initiatives

Think Customers

The use of chatbots in the customer care space is at hot topic for contact center leaders. Chatbots are an essential AI program that contact centers are utilizing for simple customer tasks and knowledgebases.

9 Creative Email Tactics Used by Retailers

Optimove

Get More Creative with. Your Customer Emails! Download this ebook to learn how smart retail marketers use the latest email technology to grab the attention of their customers. Because email is so effective, everyone is sending a lot of email. This means that marketers must continuously evolve their tactics and approaches to find new ways to “wow” customers and cut through the clutter with engaging, relevant content. Some of the tactics described in this ebook are: Realtime Pricing/Inventory.

eBook 40

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Confirmit Flex Extensions

Confirmit

The Confirmit Flex Extensions framework provides greater flexibility allowing you to extend Confirmit functionality quickly. With Flex Extensions, development takes place outside the core Confirmit codebase, ensuring that the Confirmit platform remains isolated and unaffected.

Managing Infinite Customer Journeys

Optimove

The post Managing Infinite Customer Journeys appeared first on Optimove. library

B2B International: Introducing New Thinking to the B2B buyer journey

Confirmit

Global, full-service Market Research firm B2B International has grown in size every year since its inception in 1998.

B2B 52

9 Creative Email Tactics Used by Retailers

Optimove

Get More Creative with Your Customer Emails! Download this ebook to learn how smart retail marketers use the latest email technology to grab the attention of their customers. Because email is so effective, everyone is sending a lot of email. This means that marketers must continuously evolve their tactics and approaches to find new ways to “wow” customers and cut through the clutter with engaging, relevant content. Some of the tactics described in this ebook are: Realtime Pricing/Inventory.

eBook 40

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

State of Customer Experience 2018: The Five Habits of Highly Effective CX Professionals (and some ba

Confirmit

This report is based on one of the most comprehensive global surveys of over 700 CX practitioners worldwide, and was carried out by Confirmit in partnership with Engage Business Media.

B2C 52

9 Creative Email Tactics Used by Smart Retailers

Optimove

The post 9 Creative Email Tactics Used by Smart Retailers appeared first on Optimove. library

What is Customer Success?

Confirmit

What is Customer Success (CS)? Customer Success can be defined as an organization’s approach to ensuring their products and/or services can deliver the right business outcomes for their customers. Why is Customer Success Important?

The TV Industry is Stumbling Toward Customer Centricity

Forrester's Customer Insights

I’ve just returned from a few days in the sun, having once again participated in Beet.TV’s s annual BeetRetreat. Wonderfully, we returned to Puerto Rico this year*.) The theme was “It’s Consumer First in TV Land,” which I really hoped the conference would pay off. Well, we know that consumer attitudes about advertising are not […]. advertising advertising agencies marketing & strategy media media buying omnichannel advertising television tv video

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.