ShepHyken

JUNE 26, 2019

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

LiveChat

JUNE 26, 2019

Customer loyalty happens when a customer decides to keep purchasing a product regardless of the various situational factors and canvassing that goes around them. Psychological studies show that brand loyalty is something intrinsic to the nature of the human mind and it exists among customers depending on the experience they garner using various products.

Loyalty 40

Loyalty Brands Customer Experience Exercises 40

Alida

JUNE 26, 2019

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount. Whether that be considering how to communicate, ask questions, share back, or give personal recognition, they walk a mile in their customers' shoes to decide the best approach.

Feedback 174

Feedback Trends Groups Communication 174

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. What we know is: when we make it hard to do business with us, it costs a lot of money. You’ve probably seen the Siegel + Gale study , which says we’re leaving a collective $86 billion on the table when we don’t take care of customers&#

How To 201

How To Video Course Metrics 201

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

NICE inContact

JUNE 26, 2019

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

Heart of the Customer

JUNE 26, 2019

As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn’t always a reality. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs. So we’re reaching out to you in the CX community.

Examples 92

Examples Company Customers Customer Voice 92

CX Journey

JUNE 26, 2019

Image courtesy of Pixabay CX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note: This site will will revert to my previous Blogger URL, cxjourney.blogspot.com. The new site will take over the cx-journey.com URL.

Course 80

Course Employee Experience Culture Leadership 80

datastax

JUNE 26, 2019

As cloud-first strategies gradually transform into cloud-only initiatives, many IT teams feel pressured to move all , or at least a majority, of their workloads to the cloud as legacy on-premises infrastructure slowly becomes harder to use for modern applications. Seeking to avoid vendor lock-in, keep sensitive data protected, and increase organizational agility, more and more businesses are adopting hybrid and multi-cloud strategies.

Exercises 89

Exercises Strategy Resources Data 89

dscout People Nerds

JUNE 26, 2019

If your insights are shared in a report, but no one is there to read it, does it even make a sound? Use these tactics to guarantee your findings are met with “wows” and action instead of “huhs?” and “mehs.” .

Report 79

Report 79

Advertisement

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

Talkdesk

JUNE 26, 2019

Today, searching for open roles is simple. A job-seeker can find a list on a company’s website, see posts on social media from individuals at a company who are looking to expand their team, or even use third-party websites to search for jobs based on role, location, and job requirements. In most cases, a job-seeker is able to apply by simply sending in their résumé through the job posting.

Self Service 68

Self Service Contact Center Social Media Roadmap 68

Influitive

JUNE 26, 2019

A truth that marketing teams now have to contend with is that consumers simply don’t trust brands anymore. Companies need to adapt accordingly by making sure they’re in touch with what their customers are thinking, feeling, and saying. In light of this shift, we’ve seen new roles pop up throughout organizations that focus on bringing. The post Ask the Experts: 5 Tips for Getting Value From Your Online Community with GE Digital’s Mary-Leslie Davis appeared first on Influitive.

Tips 68

Tips Consumers Marketing Brands 68

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But what kind of changes are we talking about? What does this “new contact center” look like? Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interact

Contact Center 63

Contact Center Self Service Banking Policies 63

Bold360

JUNE 26, 2019

In this day and age, consumers expect nothing short of a world-class customer experience — whenever and however they interact with a business. Whether they are walking into your store or browsing your website, the amount of time you have to deliver a positive and impactful experience becomes less and less by the day. The Bold360 team focuses on removing the friction commonly associated with creating a good customer exp erience across their entire lifecycle.

Social Media 61

Social Media Customer Service B2B Software 61

Advertisement

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

NetBase

JUNE 26, 2019

Social listening has created a whole new world of possibilities for marketers, and offers a host of both challenges and opportunities. We have some surprising stats that demonstrate each, while offering insight to inform your next campaign strategy session. Before you work up your next marketing plan, you should probably consider what amount of your brand’s budget should be directed toward social listening – so let’s start there: Top Brands’ Budgets.

Social Media 56

Social Media Analytics ROI Course 56

The DiJulius Group

JUNE 26, 2019

The most important person each of us needs to build a stronger relationship with is ourselves. We need to be lost in thought, daydream, actually let ourselves become bored and allow our mind to wander. Mental Stimulation Addiction (MSA) is affecting millions of people who are smartphone junkies and who need to constantly be texting, Read Full Article.

Groups 49

Groups Measurement Training Leadership 49

Fox Metrics

JUNE 26, 2019

Why are things like loyalty reward programs so popular with businesses? The reason is that businesses know that loyal customers can be essential to success. Customer loyalty can help drive business. Businesses are realizing now, or they should, that it is more cost-efficient for companies to keep their current customers than it is to bring in new ones.

Rewards Programs 45

Rewards Programs Loyalty Customers Company 45

Oracle

JUNE 26, 2019

Field service software and other technology developments are helping companies deliver a winning CX. According to a study conducted by WB Research for the Future Trends in Field Services report (download required), 81% of industry executives believe smart connected devices will reshape the industry in the next 5 to 10 years. By building a strong field service technology platform, companies are addressing customer experience gaps and turning strong delivery into a competitive differentiator.

Software 45

Software Roadmap Analytics Study 45

Advertisement

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

Optimove

JUNE 26, 2019

Be the Customer Journeys All-Star at Your Company. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships. In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and predi

Customer Journeys 42

Customer Journeys Management eBook Touchpoint 42

Forrester's Customer Insights

JUNE 26, 2019

If a picture is worth 1,000 words, then what is a video worth? 100,000? 1 million? The human brain processes video 60,000 times faster than text, so that’s a whole lot of words. B2B buyers are wired to deal with visual information and to remember stories. Reading large blocks of text is the type of […].

B2B 51

B2B Video Engagement Sales 51

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Software 40

Software Customer Success Marketing Sales 40

Lithium

JUNE 26, 2019

I’m the new Khoros Community Manager and I’m excited to be a part of such a vibrant and helpful community! April and May were filled with a lot of great conversations. Don’t miss the post about how to create exclusive groups in your Community. As usual, lots of things to learn and read from our contributors! We’d like to give a special thanks to our top Kudoed authors for April: , , and. , honored contributor, thank you for helping others with ten solutions in April!

Groups 40

Groups Feedback Engagement Management 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

SurveySensum

JUNE 26, 2019

Customer first thinking is a MUST for businesses or brands to deliver BEST OF CUSTOMER EXPERIENCE! Today the brand is no longer the star of the show – the experience is. Across the globe, businesses are struggling to enhance product or service usability by designing them to meet customer needs. Here’s a quick analysis to design customer journey at different touch-points by integrating an AI-enabled experience management platform.

Infographics 40

Infographics Customer Journeys Analysis User Experience 40

Lithium

JUNE 26, 2019

I’m the new Khoros Community Manager and I’m excited to be a part of such a vibrant and helpful community! April and May were filled with a lot of great conversations. Don’t miss the post about how to create exclusive groups in your Community. As usual, lots of things to learn and read from our contributors! We’d like to give a special thanks to our top Kudoed authors for April: , , and. , honored contributor, thank you for helping others with ten solutions in April!

Groups 40

Groups Feedback Engagement Management 40

Innovative CX

JUNE 26, 2019

This phrase seems to be everywhere these days. With record low unemployment and an economy that keeps surging along, employers are in desperate need of employees to serve their customers. And consumers may be feeling this employment gap as evidenced by long lines and slow service as new employees are hired, trained and deployed to the front-lines to serve customers.

Customer Journeys 40

Customer Journeys Contact Center Training NPS 40

Dapresy

JUNE 26, 2019

In this example, we showcase a dashboard example designed for CarFix3000, a car repair shop that strives to maintain high customer satisfaction ratings. CarFix3000 has a loyal base of customers. They have 18 auto repair locations in four states in the southeast region of the US. Their focus is on Express Repair and Maintenance services which includes General and Collision Repair.

Customer Satisfaction 40

Customer Satisfaction Report Examples Feedback 40

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Amplifai Coaching Category

JUNE 26, 2019

ICMI Featured Contributor Article. Despite all our collective emphasis on customer experience, culturally, and via systems that drive more customer intel to Customer Service Reps (CSRs) so they can deliver improved Customer Experience (CX), I'm still having challenges when I contact my own service providers. For example, I'm either explaining something a third time, being told something by one agent and something different by another, or my all-time least favorite, hearing 'I'm sorry for the inc

Culture 40

Culture Connections Contact Center Employee Experience 40

COPC

JUNE 26, 2019

A business issue involving your call center has been affecting your organization for months. Maybe you have a growing company but lagging sales, increased operational costs or poor customer satisfaction. Despite all your previous efforts, you’ve been unable to uncover the root cause of your issue, and it has now reached a critical stage. Using Lean Six Sigma to improve call center performance is a proven way to determine underlying operational issues and to implement organizational change.

Call Center 40

Call Center Contact Center Training Analysis 40

Confirmit

JUNE 26, 2019

The second annual Confirmit AIR awards are now open. We had a great response to the inaugural program last year, with some exceptional Market Research and corporate research winners. We know that our clients are doing some pretty slinky things with our technology – and the awards certainly proved it! You’re busy though. Clients keep calling.

Innovation 40

Innovation Course Industry Marketing 40