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.

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.

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.

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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?

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.

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.

4 Modern Strategies for Managing Customer Expectations

B2B Customer Service Blog - 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.

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.

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.

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.

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.

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.

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 […].

Batch Documents: Optimization for Better Success

Transforming Customer Connections

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.

Unisys Raises Productivity, Reduces Costs with Cloud Omnichannel Functionality

inContact

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.

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.

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.

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.

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 […].

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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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.

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