Thu.Apr 11, 2019

Optimizing for an Omni-Channel Experience

Truthlab

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

Drive Engagement and Improve Customer Experience: Fathoming Contextual Marketing

Optimove

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

Totango

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

GetFeedback

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.

How To 272

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

7 Tips to Manage Customer Expectations

inContact

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)?

inContact

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

iPerceptions

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 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: ?

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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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Social Media Marketing for Restaurants: 10 Tips and Tricks to Attract More Diners

ReviewTrackers

Social Media Marketing for Restaurants. More consumers than ever are discovering great restaurants through social media. It therefore makes sense that a growing number of restaurants are integrating social media into their restaurant marketing strategy.

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.

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

Centercode

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

From Customer Journey Mapping to Journey Orchestration

inQuba

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.

Everything You Need to Know About the Best Performance Dashboards

PlayVox

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Viral Instagram Opportunities Your Marketing is Missing

NetBase

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.

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.

Customer Success Tech Maturity Model

CustomerSuccessBox

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.

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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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The Value of Taking a Sabbatical

Help Scout

In February I took a month off from work — completely off grid. I asked my teammates to remove my access to Slack and I stopped checking my email. I was totally absent from work for the month. It’s been eight years since I co-founded Help Scout, and prior to February, I could count the number of days I spent “off grid” on one hand. Sure, I take vacations. But even on vacation I spend one or two hours catching up with work every morning. This time it was different.

The complaining habits of public figures – Tim Johns

Helen Dewdney

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.

What’s News In Food Tech? Data Tools Help Separate The Wheat From The Chaff

Forrester's Customer Insights

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.

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Better Customer Data Management Without A New Database

Kitewheel

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.