Fri.Apr 19, 2019

The Power of AI to Drive Change

Avaya

AI presents a huge opportunity, possibly bigger than digital transformation itself. The World Economic Forum predicts that digital transformation will provide economic value to business and society that will top $100 trillion dollars by 2025.

5 Signs it's Time to Break Up with your Legacy Analytics Tool

DemandJump

Let’s be honest. Your analytics tool may have been state-of-the-art when you first started using it, but when was the last time you sat down and took a hard look at its features?

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Social Sentiment Review: Divided Opinions On Peeps

NetBase

When it comes to sourcing consumer love to foster brand-consumer connections, you don’t have to overthink it. Anything and everything is up for discussion – with passion you might not expect driving conversations about the smallest things: like Peeps.

How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King

Customer Bliss

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs.

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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.

People Rise to Their Belief of Your Belief in Them

Integrity Solutions

Coaching Sales Teams and the Link Between Expectations, Beliefs and Performance. The truth is, all of us need coaches. Most people will not work, learn and extend themselves, by themselves, to the extent that they will with the help of a coach who sets high expectations for them. Think about it.

More Trending

12 Customer Service Skills All Great Agents Need

TeamSupport

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company. Finding these great agents, however, isn’t easy.

5 Tips to Help You Host the Perfect Event

ProProfs Chat

Today’s generation looks forward to two things during the week: Spending the weekend in bed doing absolutely nothing or celebrating the weekend doing something they like. Millennials love events; I love events; more importantly, companies should also love events.

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The Impact of Restaurant Star Ratings on Diners

ReviewTrackers

Research on Restaurant Star Ratings. How do restaurant star ratings impact the ability of a restaurant to attract diners? Like restaurant and food industry executives, we at ReviewTrackers were also curious to find out. So, over the course of 3 weeks, we conducted a survey in which we asked over 500 Internet users of various backgrounds, ages 25 to 50 years old, “Would you eat at a restaurant with a 3-star overall rating (on a 5-point scale) on a review website?”.

Focus on your employee experience to deliver the best CX

Beyond the Arc

To transform your organization’s customer experience, the key is to engage your employees. Over the years, the Beyond the Arc team has written extensively about building the kind of customer-centric culture that can help you succeed.

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?

Guest Blog: The Art of the Survey – Why one question is more than enough

ShepHyken

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth.

Is Facial Recognition Creepy or Is It Just the Future?

Beyond Philosophy

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology.

Unforgettable Episode 31: The Three Best Customer Experience Metrics

Smarter CX

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world.

Churn Monster – Acquired Customer

ChurnZero

Churn Monster #11: Acquired Customer. It’s time for us to take a look at another churn monster that causes a lot of risk – an acquired customer.

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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.

Customer Acquisition Costs by Industry

DemandJump

Knowing if you have a good customer acquisition cost can be hard. Here are a few CACs benchmarked across a variety of industries. Source: Propeller

6 Terms to Know Before You Start Product Planning

Gainsight

Planning your product roadmap? You should know these six key terms before putting pencil to paper. What is Product Planning? Product planning is the process of mapping out a product from idea to launch.

How To Calculate Customer Acquisition Cost

DemandJump

You can determine your customer acquisition cost by adding all costs associated with your customer acquisition efforts (marketing costs) and dividing that by the number of new customers you acquired as a result

Want To Launch An Extended Reality (XR) Experience? Start With Employee Use Cases

Forrester's Customer Insights

After returning from Mobile World Congress in Barcelona last year, where I walked miles to test every virtual reality (VR) and augmented reality (AR) experience, one thing was clear: They aren’t ready for mainstream consumer use. But what about for employees?

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.

What is a Customer Acquisition Strategy?

DemandJump

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go?

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How To Determine Customer Acquisition Cost

DemandJump

Don't jump to solutions - understand your customers' jobs and make them easier to do

MyCustomer

Engagement. Love customers' pain points - not your solutions

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.

Customer Acquisition Cost by Industry: What's a Good CAC?

DemandJump

What is a good customer Acquisition Cost? A Good Customer Acquisition Cost varies by the industry and tactics used. But a good way to benchmark your CAC is by comparing it to Customer Lifetime Value (also known as LTV). It is said that an ideal LTV to CAC ratio is 3:1.

Revenge Of The Nerds? Marketing Ops Takes The Stage

Forrester's Customer Insights

During the SiriusDecisions 2019 Summit (May 5–8, Austin, Texas), I will join Sirius Research Director and new colleague Jeff Clark in presenting the Future Vision session on marketing operations.

What is Customer Acquisition?

DemandJump

Definition of Customer Acquisition: Customer acquisition refers to bringing in new customers - or convincing people to buy your products. It is a process used to bring consumers down the marketing funnel from brand awareness to purchase decision.

CX Pros, Add Rigor To How You Prioritize And Drive Business Results

Forrester's Customer Insights

Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and differentiate with customer experience (CX). Take Australia, for example.

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.