Fri.Apr 12, 2019

Winning Over Customers’ Hearts With Relevancy

Second to None

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] 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.

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Are you maximizing your customer feedback analysis?

delighted

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.

How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

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?

A 3-Stage Approach to Your Company’s New Customer Experience

Customer Bliss

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.

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.

Customer Acquisition in Banking: 6 Tactics You Can Implement Right Now

ReviewTrackers

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?

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Guest Blog: How to Get the Most from Seasonal Customer Service Employees

ShepHyken

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush.

4 Modern Strategies for Managing Customer Expectations

TeamSupport

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.

Why Design Research?

Conifer Research

Ethnographic Research

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Analyzing CX sentiment in 2019

Eptica

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019.

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?

7 Facebook Segments to Target – and Why

NetBase

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.

Two Ways to Modernize your IVR to Meet Today’s Customer Expectations

Avaya

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?

Why Too Much Choice is a Bad Thing

Beyond Philosophy

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.

Why Customer Service Matters Most in the Hospitality Industry

CSM Magazine

Customer service is something that all businesses should strive to excel in. However, it is especially important within the hospitality industry.

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.

Why Too Much Choice is a Bad Thing

Beyond Philosophy

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.

18 Call Center Metrics You Need to Be Tracking Today

Talkdesk

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.

Unforgettable Episode 30: Customer Journey Management

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.

Batch Documents: Optimization for Better Success

Ecrion

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.

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.

Unisys Raises Productivity, Reduces Costs with Cloud Omnichannel Functionality

NICE Systems

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.

Are you maximizing your customer feedback analysis?

delighted

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.

Take A Stand For Consumer Privacy: The Anti-Surveillance Economy

Forrester's Customer Insights

“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 […].

Survicate – Segment integration is here!

Survicate

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.

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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.

Extended Reality (XR) For Employees, Not For Customers

Forrester's Customer Insights

Just over a year ago, I was talking with my colleague Jenny Wise after she had returned from Mobile World Congress in Barcelona.

Take Action Now To Plan For The Future Of Work

Forrester's Customer Insights

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 […].

What XD Pros Can Learn From Diversity & Inclusion Leaders: Highlights from the “From Day One San Francisco” Event

Forrester's Customer Insights

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 […]. age of the customer customer experience product design user experience accessibility inclusive design