Second to None

APRIL 12, 2019

In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] Relevancy exists when a customer connects with a brand or product on an emotional level, perceiving it as conducive to their their personal values and current lifestyle.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

delighted

APRIL 12, 2019

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results.

Analysis 68

Analysis Feedback Effort Score Analytics 68

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

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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

Beyond Philosophy

APRIL 12, 2019

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.

Consulting 112

Consulting Loyalty Customer Experience Sales 112

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients.

Conference 76

Conference Self Service Fashion Ecommerce 76

TeamSupport

APRIL 12, 2019

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…. 1) Do your very best to stay positive – When working with customers that act like you aren’t meeting the

Customer Expectations 78

Customer Expectations Strategy Management Customers 78

Avaya

APRIL 12, 2019

We live in an age of voice-enabled everything. If consumers can dim the lights, check the weather, and change the TV channel just by speaking, why can’t they request a refund or check the status of a flight in the same effortless way within your IVR? Many Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations. Investments in digital channels like Web, mobile, and social have left many IVRs behind.

Customer Expectations 75

Customer Expectations Meeting Call Center Contact Center 75

Beyond Philosophy

APRIL 12, 2019

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.

Consulting 60

Consulting Loyalty Customer Experience Sales 60

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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

Oracle

APRIL 12, 2019

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. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.

Customer Journeys 47

Customer Journeys Management Customers Measurement 47

Talkdesk

APRIL 12, 2019

Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software. Customer Experience.

Call Center 43

Call Center Self Service Metrics Net Promoter Score 43

Ecrion

APRIL 12, 2019

No matter your industry – insurance, banking, utilities, etc. – your company at some point goes through the process of generating batch documents. However, if your batch documents process isn’t fully optimized, your customers could be missing out. What’s more, your company could be needlessly throwing away money. Each month, your company generates millions upon millions of documents.

Insurance 40

Insurance Software Omni-Channel Banking 40

CSM Magazine

APRIL 12, 2019

Customer service is something that all businesses should strive to excel in. However, it is especially important within the hospitality industry. While some sectors may be able to get away with focusing a little less on delivering good customer service, for those within the hospitality sector it’s paramount to their success. Here, we’ll look at just some of the reasons why customer service matters in the hospitality industry.

Hospitality 40

Hospitality Industry Customer Service Hotels 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

Conifer Research

APRIL 12, 2019

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75

Forrester's Customer Insights

APRIL 12, 2019

“If You’re Not Paying For It, You’re The Product. ” If you have worked in or around tech for the last decade, you have heard — or likely spoken — this irreverent remark about the data economy. While critics are all too willing to give this judgment on the use of consumer […].

Consumers 37

Consumers Data Innovation Customers 37

NICE inContact

APRIL 12, 2019

Unisys’ managed service desk, InteliServe , has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

Omni-Channel 27

Omni-Channel Contact Center Innovation Tools 27

Forrester's Customer Insights

APRIL 12, 2019

We’re just a month away from Forrester’s Digital Transformation & Innovation 2019 Forum, where my Forrester colleagues and leaders from a wide array of companies will be sharing our vision for how technology will drive the next wave of innovation. I hope you’ll join us in Chicago, May 14–15. This isn’t your grandfather’s outdated approach such […].

Innovation 32

Innovation Technology Company Employee Engagement 32

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

Survicate

APRIL 12, 2019

We’ve got some exciting news to share with you: You can now integrate your Survicate account with Segment! Those of you who are already familiar with the platform, probably know what a game-changer it is. xxx. Segment makes it easy to collect, centralize and transfer your customer data between +200 apps – at the flick of a switch. It saves your engineers’ time, automating what would otherwise require a lot of manual work.

Analytics 8

Analytics Survey Groups Data 8

Forrester's Customer Insights

APRIL 12, 2019

Just over a year ago, I was talking with my colleague Jenny Wise after she had returned from Mobile World Congress in Barcelona. While we were talking about some of the virtual and augmented reality (VR/AR) applications she had seen demonstrated at the event, it sparked a realization for us that the opportunity for altered […].

Customers 29

Customers 29

delighted

APRIL 12, 2019

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results.

Analysis 45

Analysis Feedback Effort Score Analytics 45

Forrester's Customer Insights

APRIL 12, 2019

Does your company have a Diversity & Inclusion (D&I) program? I bet there’s a good chance you do — D&I is currently having its moment in the spotlight. But the D&I conversation at many organizations neglects a crucial element: a process for how the company will actually fulfill its commitment to D&I in the experiences […].

Company 26

Company User Experience Customer Experience Customers 26

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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

NetBase

APRIL 12, 2019

Segmenting your audience is a key tactic for uncovering shared audience passions that could be missed when looking with a broader lens. Facebook’s landscape is built for segmenting – but with so many options, you’re probably missing many undiscovered segments for your product or service. This data is hiding in plain sight in Facebook comments, just waiting to be crafted into new audience personas for your campaign efforts on Facebook.

Travel 49

Travel Analysis Hospitality Course 49

ProProfs Chat

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. Churn is pretty much the rate at which customers who subscribe to a service stop using it.

Net Promoter Score 80

Net Promoter Score Customer Retention Company NPS 80

Kustomer

APRIL 12, 2019

Our engineering and product teams have been busy launching new features, improving integrations, and making your top requests a reality. Here are the highlights of what we’ve added to Kustomer over the past few weeks: Channels. Ensured “agent created by” status is always present in all initial outbound chat messages, while maintaining workflows and business rules.

Knowledge Base 40

Knowledge Base Report Marketing 40

ReviewTrackers

APRIL 12, 2019

Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? How can companies achieve a better understanding of consumers’ new path to purchase?

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Banking Social Media Infographics Rewards Programs 92

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience