Second to None
FEBRUARY 15, 2019
Key Performance Indicators (KPIs) allow for a company to visualize and track their progress towards key business objectives. In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. Additionally, these metrics let companies track their progress against their competitors’.
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. Episode Overview. What would it be like if you were the customer in your business? If you’re anything like us, you’re dedicated to providing an excellent product or service and intently focused on the end result of production.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.
Uniphore
FEBRUARY 15, 2019
Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it. The highly structured classification and prescriptive knowledge bases are being replaced (or fronted) with virtual customer assistants (VCA’s) or chatbots. The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives.
Advertisement
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.
GetFeedback
FEBRUARY 15, 2019
It's quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
FEBRUARY 15, 2019
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.
Uniphore
FEBRUARY 15, 2019
What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey. While the self-service channel is being prioritized in part due to customer demand and in part due to cost advantages, companies are being driven to take a renewed look at agent engagement due to a number of factors: Read More.
GetFeedback
FEBRUARY 15, 2019
Many companies measure NPS, but few use it to its fullest potential. The Net Promoter Score survey isn't where the magic happens—it’s where it begins.
Beyond Philosophy
FEBRUARY 15, 2019
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don’t usually share is that by academic standards, this concept is relatively new. An older theory also explains why we act the way we do as customers, and you need to know about it to promote customer success.
Advertisement
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.
GetFeedback
FEBRUARY 15, 2019
It's quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. .
ShepHyken
FEBRUARY 15, 2019
This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t.
Myra Golden
FEBRUARY 15, 2019
When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. 1. Listen (Try to be fully present, listening without annoyance.). 2. Identify the subject that has hacked the customer off. (This tends to be the thing they bring up repeatedly.). 3.
Brandwatch CX
FEBRUARY 15, 2019
If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% in 2013 to 32.3% in 2015. Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 8
Advertisement
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,
Integrity Solutions
FEBRUARY 15, 2019
The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. By Bruce Wedderburn. The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.
NobelBiz
FEBRUARY 15, 2019
Want a FREE PASS to 2019 PACE Atlanta? NobelBiz® is providing those that submit a meeting request form to discuss our Contact Center Solutions at the 2019 PACE Atlanta event a FREE pass. Just click the link below and complete to complete the form and one of our Registered & Trusted Caller ID Management Advisors will reach out to you. *Limited time offer [ ] The post NobelBiz® is giving away FREE event passes to PACE Atlanta 2019 appeared first on NobelBiz®.
Customers That Stick
FEBRUARY 15, 2019
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Thematic
FEBRUARY 15, 2019
What do Chief Customer Officers have in common with YCombinator? They are both driven by creating products and services that people want. Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made.
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.
North Highland
FEBRUARY 15, 2019
Many of us have heard the saying “ Data is the new oil ,” and for good reason. As data tools have greatly improved throughout the 2010s, we’ve seen our clients make better and faster decisions with the data they produce. Many want to take the next step of extracting even more value from their data by selling it to third parties. After all, the data is already in hand. .
ChurnZero
FEBRUARY 15, 2019
Top 10 Customer Success Takeaways from SaaStr. . Last week we attended and exhibited at SaaStr Annual in San Jose as a gold sponsor. It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . It was also fantastic to meet so many Customer Success leaders at the event and see numerous Customer Success focused talks included in the session programming. .
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. Episode Overview. What would it be like if you were the customer in your business? If you’re anything like us, you’re dedicated to providing an excellent product or service and intently focused on the end result of production.
TeamSupport
FEBRUARY 15, 2019
When calling a business, people want their issue to be resolved quickly. A recent survey from Clutch found that nearly 8 of 10 people consider an “efficient resolution to their issue” to be one of the three most important traits they value when calling a business. Despite the rise of chatbots and text support, telephone customer support is still critical.
Advertisement
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.
Oracle
FEBRUARY 15, 2019
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 , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.
Daniel Group
FEBRUARY 15, 2019
Poor customer service really carries a high cost in many ways. One way is through customers that defect. In an article by Kana Software that appeared in Loyalty Magazine, I was struck by some numbers he quoted. Let me share them. One large insurance company with an 11% dissatisfaction rate reported a loss of $476 million per year due to customer defection s.
Connective DX
FEBRUARY 15, 2019
A gas company in the midwest asks its customers to turn the heat DOWN in the middle of an arctic freeze, and many of them do. By planning ahead and having a solid, multi-channel content strategy they were able to gain the trust of their customers and avoid a shut down.
Think Customers
FEBRUARY 15, 2019
In an era of disruption, conventional marketing wisdom isn’t enough. Marketers need innovative insight, agility, and high-speed execution to meet today’s customer and business demands. Simple, right? In her new book, Marketing Flexology: How to Outsmart Change and Future-proof Your Career, marketing veteran Engelina Jaspers shares strategies, insights, and tips for transforming challenges into opportunities.
Advertisement
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?
CSM Magazine
FEBRUARY 15, 2019
Are you thinking about starting an omnichannel marketing campaign, but you’re not quite sure how to do it? In this article I’ll take a closer look, so you can effectively start an omnichannel marketing campaign and see why this useful method brings so much success to businesses around the world. Omnichannel VS. Multichannel. Traditional multichannel marketing has been popular for some time, but it is no longer effective if you want a closer relationship with customers and more revenu
InnerTrends
FEBRUARY 15, 2019
Growth is at the epicentre of any business and deciding to double the revenue might seem like a daunting task. To ‘ease your pain’, my team and I have put our hearts and souls into bringing you an ebook on: the smartest hack on breaking this massive task into a few manageable steps (a.k.a. The Rule of 72). the latest and most pragmatic strategies on finding the cracks at every step and the solutions to solving those problems.
MyCustomer
FEBRUARY 15, 2019
Loyalty. How to measure & manage customer success managers.
Expert insights. Personalized for you.
78 
Let's personalize your content