Tue.Jun 18, 2019

No, This is Not the Age of the Customer


Andy shares the challenges in the Age of the Customer, and looks forward to how it will differ in the Age of the Consumer. Customer Success Customers Onboarding saas value realization

Closing the Customer Feedback Loop


Whether it comes early in the development lifecycle, right before launch, or between releases, customer feedback is vital to understanding what your target market wants and expects. Any time you talk directly with your market, it reveals incredible insights.

The Cost Of Losing Creativity

Forrester's Customer Insights

Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. The value of agency creativity is at risk of disappearing.”

My History Of Enterprise Transformation And XM

Experience Matters

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Give Trust to Get Trust: Let Two-Way Trust Define Your Actions

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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More Trending

Omnichannel Customer Experience = Omnipresent + Omniscient Agents

NICE Systems

Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency.

The Value — and Values — of Customer Experience


Customer Experience is About Value and Values. Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promote our values in our customer experience, so customers can align their values with ours? Finally, how can we make our customers feel valued and important? More customers today are driven by values, which are tied to emotion.

5 Ways to Improve Your Customer Service

NICE Systems

Practice makes perfect, right? But in business sometimes there’s no time for practice. You’ve got to be perfect now. At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We do the practicing, so you don’t have to. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together.

Amazing Business Radio: Mary Drumond


Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

How to Onboard New Clients in the Customer-Centered Economy


Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent.

Evaluating packaging design? There's a better way


Consumer opinion is the primary evaluation tool of traditional concept and packaging development. So primary, in fact, that it’s often used as the only evaluation tool.

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How to Use Hootsuite Reputation Management to Your Advantage


We here at Review Trackers love HootSuite. To us, it’s one of the world’s best social relationship platforms, and our team uses it every day to engage with fans and followers on social networks like Facebook, Twitter, Google+, LinkedIn, and more.

5 Sales Techniques that Work in Customer Service

Customers That Stick

A counterintuitive fact about customer service is that techniques that are primarily associated with the discipline of sales can be very effective in service interactions. It helps to think of the word sales broadly. In a general sense, you’re always selling something.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Identifying Trends or Trouble Before They Become Tsunamis


Social media trends can be TNT for brands, offering explosive results and placing them solidly on potential consumers’ radar – but oftentimes, not in a good way. At least not the type of trends we have in mind!

Smart Marketing Teams Choose Optimove


Smart Marketing Teams Choose Optimove. Optimove’s Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer. Get a personalized demo to discover how Optimove can help your brand today.

Why not why?

C Space

Why not why? Identity is slippery. In many ways it’s humanity’s central question. With the rise of purpose-driven advertising, it seems that the identity question applies to all companies too.

Velocity Conference Shows What’s Gaining Velocity in Data Management


Last week I attended O’Reilly’s Velocity and Software Architecture conferences—a double-bill targeting modern developers. I’m quite familiar with Velocity because I’ve been attending it on and off since 2009. When it started, the themes were about how to deploy and run large-scale infrastructure. Since then, Velocity has moved beyond just operational topics and expanded into the development side of building large-scale applications.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Building Your Brand: Why Communication In Business Is Crucial When Growing Your Company


According to this report 1 , 86 percent of staff members at U.S. companies experience communication issues. These problems lead to missed deadlines, a drop in productivity, and sales deals that fall through. Don’t let communication issues cause your business growth to falter.

30 B2B Local Marketing Ideas That Generate Leads, Clients, and Revenue


When it comes to B2B local marketing, finding leads, closing sales, and driving revenue is an interesting challenge, especially when you think about it in the context of local. Think about it this way, have you ever heard the saying, " supplies are limited? ".

Diversity and Inclusion at Help Scout: 2019 Update

Help Scout

It’s been ten months since we last reported on the state of Diversity and Inclusion at Help Scout, and we’re excited to provide an update on where we stand as of April 2019. We’re starting to see some positive changes over time, as well as areas where we still struggle. We love that sharing this information helps our company stay accountable, transparent and committed to doing the work. Related: Diversity and Inclusion at Help Scout: 2017 ; Diversity and Inclusion at Help Scout: 2018.

Seeing the Forest AND the Trees—Reflections of Forrester’s CX ’19 Conference


The team here at Strativity is a big fan of Forrester’s annual CX conference. For the last few years, we’ve attended, presented, and sponsored—it’s always great to connect with clients, colleagues, and industry leaders, and this year was no different….except except in one respect. This year, The post Seeing the Forest AND the Trees—Reflections of Forrester’s CX ’19 Conference appeared first on Strativity. Blogs & Articles

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Forrester CX NYC 2019: How to Break Through Stagnant Customer Experiences

Think Customers

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to irrelevant experiences and disengaged customers. Across a total of 16 industries in the research firm’s latest U.S.

I’ll Have What She’s Having—EVs Served with a Side of Confidence and Knowledge


Early adopters of Elective Vehicles (EVs) and others exploring EV options report being largely underwhelmed by the knowledge, confidence, and support provided by auto dealerships to date. In today’s environment, it’s not uncommon for customers to be better informed about EVs than the sales advisors! The post I’ll Have What She’s Having—EVs Served with a Side of Confidence and Knowledge appeared first on Strativity. Blogs & Articles

The Importance of the Customer Journey and How an Outsourced Call Center can Help

Advantage Communications

Today’s business owner knows that the customer experience (CX) is now absolutely essential to the success of their company, particularly in a marketplace that is saturated with organizations that offer incredibly similar (and often the same) products and services. Customer Service Trends

A Bonus Lesson from Listen or Die


One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.