Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years. Here’s the executive summary: For the […].

NPS 216

NPS Net Promoter Score Report B2B 216

BlueOcean

SEPTEMBER 14, 2016

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. A recent Gartner report suggests that its presence as a customer engagement channel will increase from 2% to 10% of all interactions by 2018, with over 80% of companies making it available for their customers.

Multi-Channel 208

Multi-Channel Contact Center Knowledge Base Customer Journeys 208

Customer Bliss

SEPTEMBER 14, 2016

Guest Post By Kathy Yoo. Kathy Yoo is a creative writer and currently writes content on behalf of KOVA Corporation. Whether the experience is positive or negative, any interaction with a customer is important. Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. Customer experience metrics use advanced technology to compile information on specific individuals across various channels, like telephone calls or the company’s

Metrics 138

Metrics Strategy Customer Experience Contact Center 138

Alida

SEPTEMBER 14, 2016

The countdown is on for the 2016 Customer Intelligence Summit in Chicago. If you’re heading to the Summit, getting the official free event app is a must. Here’s why. Note: Instructions on how to log-in to the app, including your username and password, are sent to you via email. If you need assistance, please send us a note at events@visioncritical.com.

How To 125

How To Customer Centricity Innovation Customers 125

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

ShepHyken

SEPTEMBER 14, 2016

I’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience.

Company 102

Company Exercises Customer Focused Customer Service Training 102

ForeSee

SEPTEMBER 14, 2016

There are a lot of people poking fun at Apple’s Phil Schiller for saying that the company’s decision to ditch the headphone jack on the new iPhone 7 came down to having the “courage” to create a better solution for how people listen to audio. The comment left Mr. Schiller wide open for ridicule, but being in the business of measuring customer experience I definitely interpreted it much differently.

Customer Satisfaction 74

Customer Satisfaction Measurement Customers Customer Experience 74

Kate Nasser

SEPTEMBER 14, 2016

Is people comparison a universal human need or a choice of the insecure? JOIN The People Skills Coach™ & community in #PeopleSkills global Twitter chat Sept. 18th 10amET. The post People Comparison: JOIN People Skills Chat Sept. 18th | #PeopleSkills appeared first on KateNasser.com.

Comparison 57

Comparison Interaction 57

Amity

SEPTEMBER 14, 2016

SaaS Tattler Issue 92 - Who Should You Have On Your Customer Success Team? A lot of people we’ve talked to say what makes their Customer Success organization so successful is the amazing people they’ve assembled in their team. Your Customer Success team, like any other team, has to be made of motivated, smart, dynamic individuals. But what else?

Customer Success 54

Customer Success Customer Retention Customers Metrics 54

Blueshift

SEPTEMBER 14, 2016

Marketers have always believed in targeted marketing. In the past, targeting has meant building a database of customers and their attributes, especially demographic attributes like first & last name, gender, location, and more. In this notion of database marketing, the databases describe nouns, like customers and products, and attributes of these nouns.

Marketing 58

Marketing CRM Customers 58

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Customers

LiveChat

SEPTEMBER 14, 2016

Improving your typing speed is one of the more productive things you can do when working in online customer service. Most of your work revolves around contacting existing or potential customers either via email, live chat or social media. All those channels are based around typing, and the faster you can type, the more customers you can help. If you’re not sure what your typing speed is or how you can improve it, this article will help you answers these questions.

Customer Service 50

Customer Service Effort Score Metrics Social Media 50

The DiJulius Group

SEPTEMBER 14, 2016

**This week’s eService is written by our guest blogger Angela Crawford, Chief Marketing Officer, Direct Opinions, a full-service professional market research firm. Customers Control Your Brand Perception, But Are You Really Listening? In an age where many consumers report making a purchase decision based solely on the reviews of other customers, it is exceedingly more […].

Report 43

Report Consumers Customers Brands 43

Customer Interactions

SEPTEMBER 14, 2016

Reflections on the Dawn of a New (CX) Day

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51

dscout People Nerds

SEPTEMBER 14, 2016

A People Nerds interview with Myles Proudfoot.

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40

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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

Strativity

SEPTEMBER 14, 2016

FREMONT, CA—September 14th, 2016 —Strativity earns a place in the list of 20 Most Promising Customer Experience Management Solutions Providers 2016 by CIOReview. “It’s a pleasure to select Strativity as one among the 20 Most Promising Customer Experience Management Solutions Providers 2016,” said Jeevan George, Managing Editor of CIOReview. “Strativity gives a disciplined holistic approach to Customer Experience Management and foster deep, profound cultural changes that support both the journey

Customer Experience Management 40

Customer Experience Management Customer Experience Management Customer Centricity 40

Michelli Experience

SEPTEMBER 14, 2016

Infographics 176

Infographics Engagement Consulting Customer Engagement 176