Thu.Apr 11, 2019

Optimizing for an Omni-Channel Experience


Users encounter your organization across multiple channels every day: desktop, mobile, offline, and back again.

Drive Engagement and Improve Customer Experience: Fathoming Contextual Marketing


The success of contextual marketing can be encapsulated to one main idea: the capability to identify and give customers exactly what they want.

The Complete Guide to Improving Your Customer Success Health Score


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.

How to Segment Your Customers to Grow Revenue


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.

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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.

7 Tips to Manage Customer Expectations

NICE Systems

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. Eg) Password reset.

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What Is a Hosted PBX (Private Branch Exchange)?

NICE Systems

PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”.

Making Sense of the 2019 Marketing Technology Landscape


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.

What is the Best Channel for your NPS Surveys – Email, Text or In-app?


Every business, be it a one-man band or an enterprise, is aware that proactively listening to customers and responding to their needs can translate into a huge competitive advantage.

Customer Success Tech Maturity Model


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.

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?

What Is A People-First Culture? (Fireside Chat With Jayson Gaignard)

Michel Falcon Experience

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: ?

What Is Help Desk Software Used For?

ProProfs Chat

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.

Collecting Information About Your Customer’s Journey: What’s the Right Approach?

Heart of the Customer

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.

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From Customer Journey Mapping to Journey Orchestration


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.

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.

Everything You Need to Know About the Best Performance Dashboards


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. Customer Experience CX Culture

Customer Experience: the Cross-Team Effort

Hello Customer

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.

Viral Instagram Opportunities Your Marketing is Missing


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.

Tax Day Apps and More To Start – and Finish – Your Taxes

Smarter CX

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.

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.

Update and upgrade by taking a STEM or Left Brain Colleague to coffee!

One Millimeter Mindset

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.

AI and the Future of Testing


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.

8 Cold Pitch Email Templates For Local Marketing Services

Do cold pitch email templates work, specifically for small businesses that need local marketing? The cold pitch still has value. It doesn't always seem that way due to the amount of spam each of us receives on a daily basis.

Get Sirius About Customer Engagement Marketing

Forrester's Customer Insights

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.

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.

PPT Solutions Announces Addition of Melissa Riner as Senior Implementation Manager

ppt solutions

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.

Better Customer Data Management Without A New Database


With growing adoption of single customer views and other data aggregation technology, it’s clear that consolidating customer data is a major concern for marketers.

The great spring clean: tidying up your customer feedback

Rant And Rave

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.

Marketing Cloud Vendors Pick Up Where CDPs Left Off

Forrester's Customer Insights

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.

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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.