iPerceptions

MAY 1, 2019

Feedback 89

Feedback Customers 89

inmoment

MAY 1, 2019

Customer experience (CX) intelligence is a necessity for brands competing for customer attention and loyalty. After all, how can you make sure your efforts to exceed customer expectations are successful if you can’t listen to or understand them? This is why CX professionals rely on in-depth data to gain a more detailed, real-time look at their customers and their needs.

Metrics 40

Metrics Effort Score Customer Experience eBook 40

ClientSuccess

MAY 1, 2019

Understanding the Meaning Behind Risk. When customers express frustrations or even start to think about ending a relationship, our first reaction as a CSM might be to assume the worst. However, embracing your most vocal customers is actually one of the best case scenarios we could hope for. Find the Good of the Frustration. While some customers may take their frustrations around a pending renewal and use it as an opportunity to excuse themselves from contractual obligations, we should be gratefu

eBook 50

eBook Metrics Customer Success Customers 50

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.

Customer Journeys 150

Customer Journeys Touchpoint Customer Experience Customer Experience Design 150

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

Kristina Evey

MAY 1, 2019

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience. The post Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience appeared first on Kristina Evey.

Chief Customer Officer 120

Chief Customer Officer Customer Experience Leadership Customers 120

Heart of the Customer

MAY 1, 2019

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].

Report 104

Report Customer Journeys B2B Customers 104

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.

Customer Journeys 80

Customer Journeys Touchpoint Customer Experience Customer Experience Design 80

CSM Magazine

MAY 1, 2019

It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls.

Customer Service 92

Customer Service Conference Meeting Customers 92

Influitive

MAY 1, 2019

According to Forrester, we are in the age of the customer, in which buyers, empowered by technology and social media, possess control of their own journeys. To avoid getting left behind, companies need to embrace this shift by looking to their customers for insights on how to improve marketing, product development and customer success. An. The post Q&A With PowerDMS’ Ray Lau: Why A Customer Advocate Community Is The Cheat Code For Growing Your Business appeared first on Influitive.

Social Media 66

Social Media Customer Success Technology Marketing 66

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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.

Customers

Customer Enthusiast

MAY 1, 2019

Last fall I traveled to Philadelphia to meet up with several colleagues at a downtown hotel. At check-in, I received a room key emblazoned with the image of a specialty cocktail. After pocketing the key, I grabbed my bag, and headed toward the elevators. In the elevator lobby I noticed signage featuring the same cocktail. […]. The post Being Capable Is Not Enough appeared first on Steven Curtin.

Hotels 63

Hotels Travel Meeting Employee Engagement 63

Truthlab

MAY 1, 2019

In order to understand the difference between User Experience (UX) and Customer Experience (CX), it is necessary to clearly define each concept. UX is concerned with how a person, or User , deals with, and responds to, a company’s product. Practical conclusions can be derived from measuring: Success and error rates. Rates of abandonment. Amount of time/clicks required for completion of a task.

User Experience 54

User Experience Customer Experience Wait Times Online Experience 54

CSM Magazine

MAY 1, 2019

There comes a time when you might face a sudden surge in customer support volume, and you have no idea where it just came from. While many calls can be justified, some seem to be unnecessary. At the same time, you have to keep a friendly and supportive tone while repeating the same information over and over again. Wouldn’t it be so much better if you were to find a way to cut all unnecessary time and effort consuming calls?

Customer Journeys 45

Customer Journeys e-support Guidelines Training 45

Kitewheel

MAY 1, 2019

We’ve discussed how marketers can impact the customer journey by providing them with the next best experience, through personalization, and more. But how can you know that your customer journey efforts have been successful? For marketers, journey analytics is a new way of thinking about the same kind of analysis that they’ve done for years. Instead of focusing on individual campaigns, singular-channel attribution or the performance of a specific asset, marketing journey analytics shifts the focu

Analytics 45

Analytics Omni-Channel Measurement Marketing 45

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Communication

Forrester's Customer Insights

MAY 1, 2019

More than six months have passed since I wrote Forrester’s predictions 2019 report for distributed ledger technology (DLT, AKA blockchain). In the blockchain world, that’s ages ago. As I keep being asked how those predictions are shaping up, and having just attended two excellent events in New York, now’s a good time to take stock. […].

Technology 55

Technology Report Customers 55

The DiJulius Group

MAY 1, 2019

One of my favorite books is The Compound Effect by Darren Hardy, which is based on the premise that decisions shape your destiny. One story Hardy shared was a real eye-opener, and it applies to relationships, both personal and professional. Hardy relates how, when he was young, a seminar about personal accountability in relationships transformed. Read Full Article.

Groups 44

Groups Measurement Training Leadership 44

Forrester's Customer Insights

MAY 1, 2019

Clients never tell us their business wants to be an also-ran. Everyone wants to dominate their market and is searching for the competitive advantage that helps them do it. The drive for leadership is why growth, year after year, is the top business priority — it’s a surrogate for leadership or at least the path […].

Competitive Advantage 54

Competitive Advantage Leadership Marketing Innovation 54

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Learn how you can achieve independence through data accessibility! Optimove is used by 350+ customer-centric brands. Josselin Petit-Hoang. CRM Marketing Manager, Adore Me. “Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

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Tips

Forrester's Customer Insights

MAY 1, 2019

If you’re among the fifty percent of marketers that prioritize “improving customer experiences” over other marketing initiatives or among the majority of marketers that cut agency fees and scope, you may be desperate to differentiate from your competitors. Growth From Improving Customer Experience Sputters The customer experience agenda is stalling.

Brands 50

Brands Marketing Customer Experience Advertising 50

Daniel Group

MAY 1, 2019

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals. I think they are on the right track. We have analyzed over 200,000 B2B customer follow-up interviews we have performed on service experiences, and found communication is on a very short list of cr

B2B 40

B2B Communication Tips Travel 40

Gravy Analytics

MAY 1, 2019

At first glance marketing and big data might seem like odd bedfellows, but they’re actually very complementary. Marketing is all about effectively reaching different audiences and data tells us what’s working and what’s not. These days there’s more available data than most businesses and marketing teams know what to do with, which can lead to new opportunities if that data is accurately interpreted and effectively deployed.

Data 40

Data Company Marketing Analytics 40

Optimove

MAY 1, 2019

Webinar: Driving Engagement with Contextual Marketing. Learn how to do Contextual Marketing right! Optimove is used by 350+ customer-centric brands. Josselin Petit-Hoang. CRM Marketing Manager, Adore Me. “Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. We are very impressed with the results generated by this unlimited targeting power!

Engagement 40

Engagement Marketing Multi-Channel CRM 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

datastax

MAY 1, 2019

The world of database operations is changing rapidly. Day by day, new technologies are evolving to simplify your life as a database operator. One of these key technologies is Kubernetes. In the past, deploying anything beyond stateless applications on Kubernetes was frustrating and near-impossible. Thanks in part to the release of StatefulSets, a feature that makes it vastly easier to manage stateful applications in Kubernetes, that’s beginning to change in the enterprise, and I can’t wait to he

Conference 40

Conference Technology Interaction Data 40

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Learn how you can achieve independence through data accessibility! Optimove is used by 350+ customer-centric brands. Josselin Petit-Hoang. CRM Marketing Manager, Adore Me. “Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

Kustomer

MAY 1, 2019

Our engineering and product teams have been busy launching new features, improving integrations, and making your top requests a reality. Here are the highlights of what we’ve added to Kustomer over the past few weeks: Platform. Restylized the Queues and Routing user toolbar to better fit the platform. Ensured that when Queues and Routing is active, unassigned snoozed conversations will not be routed until the snoozed status has elapsed.

Marketing 40

Marketing Company Customers 40

Bold360

MAY 1, 2019

I was recently watching an episode of Last Week Tonight and to my surprise, John Oliver took on the subject of automation and its impact on the workforce. Will machines replace jobs? Not really, they’ll replace “tasks” John Oliver points out. They will likely change jobs, but not take them away. . So what does this have to do with CX? AI and automation are often used interchangeably , and both have been labeled a death knell for jobs in customer service.

Contact Center 40

Contact Center Training Customer relationships Loyalty 40

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Training

Survicate

MAY 1, 2019

Nowadays, it’s hard to imagine a company that wouldn’t put customer satisfaction in the spotlight. After all, satisfied customers usually come back to buy more, tell friends and relatives about their successful experiences, and – most importantly – advertise a beloved brand with great zeal. Business marketing professionals unanimously agree that the cost of customer retention is five times lower than attracting a new one.

Customer Satisfaction 40

Customer Satisfaction Industry Survey How To 40

Forrester's Customer Insights

MAY 1, 2019

“When everyone is super, no one will be.” Little did The Incredibles villain Syndrome know that he was predicting the challenge of digital experiences, and customer experience itself. (Those scores are flat or down over the last three years.) Sure, your coffee app and online retail store work great. Check. Your banking site takes payments. […].

Brands 46

Brands Banking Retail Customer Experience 46

NICE inContact

MAY 1, 2019

With $1.7 billion in annual revenue, Sitel is the third-largest business process outsourcer (BPO) in the world. The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million custom

Contact Center 40

Contact Center Management Omni-Channel Insurance 40