Truthlab

APRIL 11, 2019

Users encounter your organization across multiple channels every day: desktop, mobile, offline, and back again. Supporting this (cross-channel or multi-channel) reality is critical to doing business in a world where digital runs deep in most people’s daily experience, however providing a brand experience that spans these channels is not enough. Today, brands must strive to support their customers using an omni-channel user experience strategy that provides a continuity of experience.

Omni-Channel 54

Omni-Channel Multi-Channel B2B B2C 54

Optimove

APRIL 11, 2019

The success of contextual marketing can be encapsulated to one main idea: the capability to identify and give customers exactly what they want. In an environment in which ads are a noisy nuisance, transitioning into a “best-friend brand” is the only way to break through the marketing clutter and grab a piece of customers’ wallet share. A surge in technologies for real-time hyper-targeting, catering to micro-segments of customers, embodied the vision of contextual marketing.

Engagement 56

Engagement Marketing Customer Experience Customer Centricity 56

Totango

APRIL 11, 2019

An illuminated “check engine” light is scary because it doesn’t offer any solution. There could be any number of reasons why that little beacon has been lit. For many, “check engine” may as well just say “car broken”—and that’s terrifying. The lesson is that our early warning systems are only as valuable as the responses they trigger. This is certainly true of the customer success health scores used to monitor the status of customers.

Customer Success 86

Customer Success Metrics Measurement Customers 86

NICE inContact

APRIL 11, 2019

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited.

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

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.

GetFeedback

APRIL 11, 2019

While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The.

How To 150

How To Customers 150

iPerceptions

APRIL 11, 2019

It seems more and more is being asked of Marketers nowadays. From content generation, social media management, even managing the Customer Experience , to name a few – it is easy to feel overwhelmed. Thankfully, marketers nowadays have an embarrassment of riches when it comes to the technologies at their disposal to help them achieve their goals.

Technology 90

Technology Marketing Social Media Management 90

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. So this got me thinking about what should be the Customer Success Tech Maturity Model.

Customer Success 80

Customer Success CRM Software Customers 80

Heart of the Customer

APRIL 11, 2019

Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. In the book, we introduce five journey mapping questions to answer as you launch your customer journey mapping effort.

Customer Journeys 60

Customer Journeys B2B Customer Focused Customers 60

Centercode

APRIL 11, 2019

Whether it’s the rise of AI, CI/CD, or DevOps, the lines between testing and development are blurring. But as testing methodologies evolve and bleed into development, professional testers are questioning how this evolution will affect their role in product development. In our interview with Jason Arbon , CEO of Test.ai, we dive deeper into the future of testing and how people running tests can adapt to imminent technological changes.

Software 64

Software Entertainment Feedback Leadership 64

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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

One Millimeter Mindset

APRIL 11, 2019

Once a week, take a STEM or Left Brain Colleague to coffee! Yes, I am not crazy. I have not lost my marbles. Oh, and if you are reading this post, and happen to be one of those STEM or Left Brain professionals, you know what your mission is. Find a non-technical, non-STEM colleague and take them to coffee. You will be amazed at the outcome, both personally and for your professional development.

Exercises 59

Exercises Customer Retention Employee Experience Communication 59

Oracle

APRIL 11, 2019

If you’ve waited until April to start filing your taxes, you’re not alone. Compared with the same time last year, the number of individual tax returns received by March 29 was down more than 1 percent , according to the IRS. While tax day is coming on April 15 (or April 17 in Maine and Massachusetts ), you still have time to file. To help you make it through tax day, consider utilizing available software tools and apps — from those that will organize receipts and paperwork, to

Advertising 54

Advertising Report Tools Technology 54

ProProfs Chat

APRIL 11, 2019

Do your customers appreciate you when it takes a lot of time to resolve their queries? Of course, not. As a business, you need to ensure minimal or no downtime. When you employ a support ticketing software, there are a few chances of your customer complaints going on hold. Your operators can send timely responses to customers and also work to improve the core business areas.

Software 53

Software Knowledge Base Metrics Contact Center 53

ppt solutions

APRIL 11, 2019

TULSA, OKLAHOMA, April 11, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Melissa Riner as Senior Implementation Manager. A senior manager with broad information technology, customer experience, IVR and self-service design/delivery experience, The post PPT Solutions Announces Addition of Melissa Riner as Senior Implementation Manager appeared first on PPT Solutions.

Self Service 40

Self Service Management Technology Customer Experience 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

inQuba

APRIL 11, 2019

On the 11th April 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. Our industry expert speakers were Antony Adelaar (Head of Product, inQuba) and Trent Rossini (COO, inQuba). Questions that were addressed. How do you discover and visualize the real customers’ journeys as they navigate your products and channels?

Customer Journeys 40

Customer Journeys Customers Industry Customer Experience 40

Playvox

APRIL 11, 2019

Monitoring and tracking performance is much easier with the right tools. Call centers and customer service departments which still depend on cluttered spreadsheets for managing performance are only making their work harder.

Call Center 40

Call Center Tools Customer Service Management 40

Hello Customer

APRIL 11, 2019

In the previous episodes of “Leslie Illustrates” we learned how to effectively listen to your customers. This week, Leslie explains us how to leverage this customer feedback to all of the teams in an organization to accelerate the customer experience. When we look at the diverse reasons behind NPS-scores, it shows that EVERY department needs to be informed on the customer feedback.

Customer Experience 40

Customer Experience NPS Feedback Customers 40

NetBase

APRIL 11, 2019

Instagram isn’t just a digital photo gallery where users store and share memories. It’s one of the most important channels for brands looking to connect with consumers of all ages, and the influencers that motivate them. But even the brands who already know this may not be using Instagram to its full potential. Here are some viral opportunities you don’t want to miss.

Marketing 40

Marketing Brands Consumers Video 40

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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,

Tips

Rant And Rave

APRIL 11, 2019

After a long winter, there’s nothing like a good clear out to bring some sparkle back into your life. The concept of spring cleaning dates back hundreds of years; households historically needed to clear out the grime from a winter’s worth of indoor fires. Fortunately, the advent of central heating has made staying warm a little less messy, which could be why the tradition has been on the wane.

Feedback 40

Feedback Customers Customer Experience 40

Forrester's Customer Insights

APRIL 11, 2019

In 2003, Fred Reichheld, who was by then a partner at Bain & Company, introduced a way of measuring how well an organization treats its customers. This metric also assessed how well a firm generates relationships worthy of loyalty. Sixteen years later, most business people recognize this metric as the Net Promoter Score™. Mr. Reichheld […].

Net Promoter Score 47

Net Promoter Score Customer Engagement Engagement Marketing 47

Helen Dewdney

APRIL 11, 2019

A series of interviews by The Complaining Cow. In my series of interviews with people in the public eye regarding their complaining habits, today is the turn of Tim Johns producer/reporter on the Jeremy Vine show. Tim John’s complaining habits. 1) Generally, do you complain to a company regarding a faulty item? Unless the fault is pretty serious I probably wouldn’t complain.

Social Media 41

Social Media Consumers Report Examples 41

Forrester's Customer Insights

APRIL 11, 2019

CMOs’ ability to impress and influence consumers becomes more difficult with each new technology and experience that enters the market. Despite a myriad of headlines about the awe-inspiring potential of AI or the wave of entrepreneurs dreaming up the next moonshot, consumers contend with more glitter than gold. The reality today is that: Businesses struggle […].

Consumers 41

Consumers Innovation Technology Marketing 41

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

Qualtrics

APRIL 11, 2019

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. The employee can decide when/where/how to have this experience and then let us know what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.

Culture 37

Culture Employee Experience Connections Examples 37

Forrester's Customer Insights

APRIL 11, 2019

The last couple weeks have been an exciting time for the customer data platform (CDP) category. At long last, major marketing technology vendors formally declared their intentions to get serious about managing and activating data for marketing. For the CDP community, the entry of marketing clouds is a big deal, carrying equal parts excitement over […].

Marketing 38

Marketing Technology Data Management 38

Qualtrics

APRIL 11, 2019

How do you move from initial employee engagement survey to full-scale long-term measurement? Here are some expert tips to help you build an EX program that’s sustainable, scalable, and above all, beneficial to your business. 1. Establish ownership. The idea of developing and driving a multi-channel employee experience program, handling analytics and strategy, and acting on the feedback your receive in a timely way sounds daunting to say the least.

Employee Experience 24

Employee Experience Multi-Channel Feedback eBook 24

Forrester's Customer Insights

APRIL 11, 2019

Looking for a new data source to deliver differentiating insights? Yeah, you and everyone else. It’s not easy to find that local knowledge or the heads up about something that will drive business. There is more and more information out there. We’re constantly bombarded with news. Headlines scream at us via email, Facebook, Twitter, LinkedIn […].

Data 38

Data Tools Customers 38

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Training

GetFeedback

APRIL 11, 2019

While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The problem is that it’s challenging. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization. Customer segmentation is the solution you need. Defining customer segments.

How To 239

How To Advertising Groups Social Media 239

Forrester's Customer Insights

APRIL 11, 2019

At the start of the new year, a meme called the 10-Year Challenge went viral. The premise is simple: Post a photo of yourself in 2009 and a photo of yourself in 2019 to highlight certain changes that may have taken place in that time. Besides the security concerns of social media sites potentially mining […].

Social Media 37

Social Media 37

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Watch (or read) the interview if you’re interested in: ? Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? Learning about my Employee Advisory Board and how it’s helped us create a great workplace. ?

Culture 60

Culture Leadership Hospitality Meeting 60