UJET

NOVEMBER 9, 2018

Automation is how you take an exceptional customer experience and make it scalable.

Customer Experience 56

Customer Experience Customers 56

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).

Social Media 64

Social Media Brands Customer Care Travel 64

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task. It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can

Company 95

Company CRM e-support Resources 95

InMoment XI

NOVEMBER 9, 2018

Editor’s note: This post originally appeared on the MyCustomer blog. You can read it here. Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees. According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and.

Customer Experience 200

Customer Experience Feedback Tips Customer Centricity 200

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Customers

QuestionPro Audience

NOVEMBER 9, 2018

The latest American Institute of Architects study predicts that nonresidential construction industry spending in the U.S. will increase by 4% through 2019. The institutional sector is expected to grow by 4.5%, compared to 3.4% for commercial/industrial. The AIA report also found that public safety (5.9%), education (5.2%), industrial (4.9%), healthcare (4.4%) and office (4.1%) projects will see the most spending in 2019.

Healthcare 170

Healthcare Trends Industry Measurement 170

QuestionPro Audience

NOVEMBER 9, 2018

The latest American Institute of Architects study predicts that nonresidential construction industry spending in the U.S. will increase by 4% through 2019. The institutional sector is expected to grow by 4.5%, compared to 3.4% for commercial/industrial. The AIA report also found that public safety (5.9%), education (5.2%), industrial (4.9%), healthcare (4.4%) and office (4.1%) projects will see the most spending in 2019.

Industry 150

Industry Healthcare Trends Measurement 150

CloudCherry

NOVEMBER 9, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! Apple is well known for having some of the most loyal fans. People stream their annual product announcements during their breaks at work and line up for days to purchase the latest iPhone. This loyalty translates to an insanely high Net Promoter Score (NPS).

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Kayako

NOVEMBER 9, 2018

1. Not Starting at Google. 2. Unguided Experiences. 3. Hard to Find Information. 4. Basic Support Submittal Forms. 5. Wounded Agent Experiences. “The less effort a customer goes through to do business with you, the better.” — Shep Hyken. A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance.

Effort Score 121

Effort Score Analysis B2C Customers 121

Beyond Philosophy

NOVEMBER 9, 2018

We all know the retail landscape is changing. But what should it be changing to? What are the opportunities and problems? Colin and Ryan interview Amit Sharma, CEO of Narvar, about how retailers can create emotional connections with shoppers in a technology-driven world. Colin will reveal how you can benchmark your organization performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.

How To 110

How To Retail Report Connections 110

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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

Alliance by IFS

NOVEMBER 9, 2018

New Field Service News Article from Astea’s John Hunt. This Field Service News article from Astea’s own Managing Director – EMEA John Hunt outlines why the focus should be on end goals–not the technology used to get there–when it comes to digitalisation. There is a common thread being pulled by executive boards across the globe at the moment both in the field service sector and far beyond.

Technology 77

Technology Course Management Strategy 77

TeamSupport

NOVEMBER 9, 2018

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. We made this list to help companies think about the key features these solutions offer and their value. Without further ado, here’s our list of 20 essential features in a B2B customer support system: Customer AND contact tracking – B2C software only tracks at the contact level, so make sure you also track at the company level to

System 53

System B2B Self Service Knowledge Base 53

NetBase

NOVEMBER 9, 2018

We can all agree sabotage is bad – and no brand wants to find themselves at the center of a crisis. But interestingly enough, sometimes such situations – when handled well – serve to increase consumer love, instead of creating a loss of appetite. What to Do When the Unthinkable Happens. This was the case after a recent food contamination crisis in Australia.

Social Media 45

Social Media e-support Consumers Brands 45

ChurnZero

NOVEMBER 9, 2018

The following is a guest blog post by Kayleigh Alexandra content writer for Micro Startups. . How Customer Success Differs from Customer Service, Experience & Everything Else! There’s customer service, customer success, customer experience, customer happiness, customer loyalty, customer retention… and a lot of customer confusion. Industry terminology can be useful, but it can also prove wildly disruptive when it comes to actually agreeing on strategies for getting things done — it isn’t enou

Customer Success 45

Customer Success Customer Experience Customer Service Customers 45

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Tips

Oracle

NOVEMBER 9, 2018

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 , and Ian Golding to spotlight modern customer experience excellence.

Fashion 42

Fashion Leadership Course Customer Experience 42

Forrester's Customer Insights

NOVEMBER 9, 2018

Automation and AI now impacts every job – including every customer service job. AI handles with increased confidence, repetitive work which allows customer service agents to focus on tasks of greater value to the company. And customer service robots which we define as: semi- or fully autonomous physical machines that perform services to augment humans […].

Customer Service 51

Customer Service Customers Company 51

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).

Social Media 40

Social Media Brands Customer Care Travel 40

LoyaltyPlus

NOVEMBER 9, 2018

Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. This is according to leading independent CRM company, LoyaltyPlus, a specialist in complete client retention via cutting-edge loyalty programmes and partnerships.

Hospitality 40

Hospitality Loyalty Industry Airlines 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

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).

Social Media 40

Social Media Brands Customer Care Travel 40

CustomerSuccessBox

NOVEMBER 9, 2018

As the world is moving towards a subscription economy, all the post sales functions (customer onboarding, customer success, customer support, renewals etc) are increasing in importance. Out of all the post-sales functions, customer onboarding is one of the critical functions that decides how fast your company will grow. No matter how good your product or your sales team is, if the customer is unable to gain value during onboarding, s/he is likely to churn.

CRM 40

CRM Customer Success Report Customers 40

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).

Social Media 40

Social Media Brands Customer Care Travel 40

Quadient

NOVEMBER 9, 2018

As insurance carriers continue to intensify their focus on customer experience (CX), they are working hard to create an executable strategy that can successfully pull together traditional customer service, multichannel customer touchpoints and social outreach. However, there are three key challenges that need to be addressed when it comes to communicating with customers in a way that improves the customer experience.

Connections 40

Connections Insurance Touchpoint Communication 40

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Training

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).

Social Media 40

Social Media Brands Customer Care Travel 40

Forrester's Customer Insights

NOVEMBER 9, 2018

New Look’s recently announced store closures are not explained uniquely by the growth of eCommerce. In the year to March 2018 the company’s total sales -including online sales- both declined, which is worrying because, typically, we would expect that eCommerce would continue to grow as store sales decline with footfall.

Ecommerce 45

Ecommerce Report Sales 45

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).

Social Media 40

Social Media Brands Customer Care Travel 40

Forrester's Customer Insights

NOVEMBER 9, 2018

The US healthcare industry is a goldmine for industrial hackers. Commandeering hospital systems has become stable and profitable work for those willing to execute these attacks. Despite years of embarrassing data breaches, the industry has yet to respond and remains unprepared for the threat at hand.

Healthcare 43

Healthcare Hospitality Industry System 43

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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

LiveChat

NOVEMBER 9, 2018

Picture this – you are heading a brick and mortar store and watching customers lined up at the cash counter makes for a delightful sight until they abruptly change their minds and leave without making a purchase. Ouch. Now, that’s a ‘so close, yet so far’ kind of a situation. What could have gone wrong, you wonder. This is exactly what cart abandonment in the e-commerce world feels like.

Abandon Rate 31

Abandon Rate Chatbots Retail Policies 31

Happy or Not

NOVEMBER 9, 2018

Credit unions across North America are opting for the custom branding option that HappyOrNot is offering with their new Touch terminals, and the results are an array of innovative, colorful displays for branch visitors to enjoy. Andover, MA — The new 3-tier, tablet-based Touch model also provides comprehensive member feedback capabilities. After responding to […].

Innovation 28

Innovation Feedback Brands Customers 28

Grade.us

NOVEMBER 9, 2018

Content, SEO, email marketing, unpaid social media. Low-cost, organic, awesome. But at some point most companies who want to stay profitable are going to have to start putting some real money into straight-up advertising. And really, in some ways, advertising has hardly changed. The principles are the same, the delivery methods continue to evolve. A display ad on your favorite blog has something in common with a full page magazine spread, and the ads showing up on YouTube don't look too differen

Advertising 26

Advertising Resources Tools Social Media 26