Experience Matters
DECEMBER 21, 2018
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 #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics.
ShepHyken
DECEMBER 21, 2018
This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. Happy and satisfied customers, on the other hand, enhance loyalty and revenue.
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LiveChat
DECEMBER 21, 2018
If you are on an e-commerce business, then the conversion is your ultimate goal. All your marketing initiatives are then centered on conversion rate optimization. Improving your conversion rate is very important because it tells how effective you are in transforming mere visitors of your e-commerce site into actual customers. If you have poor conversion rates, then you are losing a lot of potential customers.
GetFeedback
DECEMBER 21, 2018
Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.
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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.
NICE inContact
DECEMBER 21, 2018
Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. There is a way to transform savings into speed, and satisfaction. What does that mean?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wootric
DECEMBER 21, 2018
Last year we blogged about how Wootric prioritizes people, product and process to build products that our customers love. We also emphasized that focus of next 12 months would be to add more intelligence to our product offerings and briefly talked about the new AI-powered enhancement to our product, Wootric CXInsight. Focus on Machine Learning has paid dividends for our customers.
Oracle
DECEMBER 21, 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.
Wootric
DECEMBER 21, 2018
Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine. Well, four more seasons have come and gone! These are the articles that resonated the most with our readers in 2018. If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business.
ReviewTrackers
DECEMBER 21, 2018
Yelp’s ever-growing list of categories indicates that the platform attracts more than those looking for a new restaurant. Many users use Yelp to find different types of business in their area, and they leave plenty of reviews. Yelp’s latest factsheet report shows that users wrote 171 million reviews in Q3 2018 for almost every type of local business.
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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.
Advantage Communications
DECEMBER 21, 2018
Whether you are the CEO of a large multinational business or the owner of a smaller startup , the chances are customer service is often a challenge for your business. If you focus too much on customer service you could become distracted from other aspects of your business, but focus too little and you will lose loyal customers and build a damaging reputation.
TeamSupport
DECEMBER 21, 2018
The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Many B2B companies provide complex, high-value, and business-critical solutions where poor customer support can have significant performance implications for customers.
Gainsight
DECEMBER 21, 2018
I hear these two questions in the Customer Success community all the time: What profile of Customer Success Manager (CSM) should I hire? Does CSM count as Cost of Goods Sold (COGS) or Sales & Marketing ? . These two questions are fundamentally related. The key to answering them is figuring out which of three categories you fall into: 1. “CSM for Value Gaps”.
Prophet
DECEMBER 21, 2018
We help the world’s most beloved brands drive growth by mining consumer insights; developing breakthrough digital strategies and creating relevant brands and experiences. Throughout the year we share insights, ideas and inspiration on our blog: Prophet Thinking. Prophet’s Top 15 Blog Posts of 2018 In case you missed any of these the first time around, […].
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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.
Talkdesk
DECEMBER 21, 2018
At Talkdesk, we understand the importance of positive customer interactions. Talkdesk was founded on the premise of improving both the support agent and customer experience, and we’ve continued to strive for that. Our support team has an average CSAT rating of more than 99%, and we’re always working to exceed expectations. If you follow us on social media, you know that we’ve been sharing expert tips about how to become a better support professional.
Pink Guava
DECEMBER 21, 2018
Last two years have been a time of reckoning for organisations in India. From a dull period after demonetisation, GST implementation along with newer challenges spurring in each and every sector, 2018 saw growth enhancing for the organisations to cheer. This is also creating a momentum for customer experience management where organisations have been working to find out what does it mean for their individual journeys when they have customers with more expectations, shorter attention spans who are
Gainsight
DECEMBER 21, 2018
On Dec. 12, 2018, Gainsight invited the local Customer Success community to join us in Sydney for the first ever Pulse APAC. With 10 Pulses under our belt (six in the US and four in Europe), we’ve gotten pretty good at this. But, in a new geography, you just never know—so we ventured forth with a mixture of excitement and anxiety. What is Pulse APAC?
NetBase
DECEMBER 21, 2018
As our Social Media Reporting Series has illustrated, social analytics are only half the battle. Compiling insights and sharing them with higher-ups matters too – and it’s never more important than when a crisis is afoot. Here’s how to use Crisis Management Reporting to avoid the worst of what social has to offer – or to minimize damage if the worst comes to pass.
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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?
Up Your Service
DECEMBER 21, 2018
Please post your comments here. Flying is the business of freedom. I’m in Geneva today, speaking with 200+ global team members in the IATA Management Meeting. We are focusing on improving service worldwide with airlines, airport, aircraft manufacturers, governments, travel agents…and YOU! Let’s all play our part to shape the future of travel and of service.
Happy or Not
DECEMBER 21, 2018
Official sponsor and exhibitor at NRF 2019 at the Jacob Javits Center, January 13-15, Booth 2731. The National Retail Federation (NRF), the world’s largest retail trade association, is recognized as the industry’s leading organization. Among its members are discount and department stores, grocers, wholesalers, chain restaurants and Internet retailers.
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