LiveChat

MARCH 6, 2019

Customer Service 28

Customer Service Customers 28

Playvox

MARCH 6, 2019

A study shows that customer experience will have become the key brand differentiator by next year, dethroning price and product as the leading factors.

Customer Service 46

Customer Service Study Customers Brands 46

Survicate

MARCH 6, 2019

Crafting an effective survey requires finesse. While running a survey is not rocket science, getting good quality results from it – is. You need to decide what type of survey questions to include, in fact, a well-designed survey includes a combination of different question types. So if up until now you’ve lived in blissful unawareness thinking there only are 2 types of survey questions: open-ended and closed-ended, you’re about to get enlightened. ?.

Survey 81

Survey Net Promoter Score Effort Score NPS 81

C3Centricity

MARCH 6, 2019

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. They have recently introduced many new-style speed radars in the villages around my home town in Switzerland.

Strategy 195

Strategy Customer Centricity Exercises Customers 195

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

ShepHyken

MARCH 6, 2019

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do.

Airlines 111

Airlines Customer Service Training Travel Training 111

ProProfs Chat

MARCH 6, 2019

Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. Learning the customer’s behavior and pain points. Building personalized customer support experience.

Knowledge Base 88

Knowledge Base Software Customer Satisfaction Sales 88

Myra Golden

MARCH 6, 2019

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R. Kelly the chance to compose himself.

Tips 78

Tips Video Trends Customer Experience 78

ReviewTrackers

MARCH 6, 2019

What is TripAdvisor Instant Booking? Travel website TripAdvisor lists more than 8.1 million accommodations, airlines, experiences, and restaurants. And the site attracts an average of 490 million unique visitors every month. The amount of traffic TripAdvisor generates presents plenty of opportunities for businesses to convert casual browsers into actual guests.

Travel 66

Travel Hotels Airlines Connections 66

Heart of the Customer

MARCH 6, 2019

Yesterday, we talked about Business KPIs that you need to track to truly understand the value and cost of different clients. Unfortunately, not every important metric can be captured in your systems. Some require employee judgment to rate, for example client risk, number of contacts at the client, and potential. Others require clients to tell […].

B2B 60

B2B NPS Survey Metrics 60

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Customers

Eptica

MARCH 6, 2019

Date: Wednesday, March 6, 2019 Author: Pascal Gauvrit - CTO The importance of AI to balancing customer service resources. Published on: March 06, 2019. Author: Pascal Gauvrit - CTO Across the globe and in every sector, customer expectations are rising. This translates into greater volumes of incoming queries for brands, as consumers demand more meaningful conversations if they are to remain loyal.

Resources 65

Resources Customer Service Social Media Consumers 65

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? When, in fact, nothing is happening, at all. Or worse, something in-between. First, when introducing new products and services to existing customers, details and nuances get lost in transition.

Sales 68

Sales Customer Confidence Touchpoint Communication 68

Integrity Solutions

MARCH 6, 2019

Two primary culprits lie at the root of why a salesperson stalls out. Here’s how coaching can help them get back on track and hit their numbers again. By Mike Fisher. Originally published on the SellingPower.com Blog. It happens to nearly every sales manager at some point. One of your most consistent salespeople reaches a plateau and just can’t seem to get past it.

Sales 60

Sales Course Management Tips 60

Cyara

MARCH 6, 2019

I recently met with a CIO of a major enterprise in the USA. One of the biggest victories for his team would be to stop taking escalation calls and sending apology emails every other Saturday when a production release took place and yet another bug made it past detection, and into production. More important than his personal frustration and that of the colleagues that had to escalate to him: the impact on end customers.

Contact Center 52

Contact Center Call Center Customers Customer Experience 52

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Communication

CSM Magazine

MARCH 6, 2019

A survey of customer experience in the UK’s casual dining restaurants has found that Wagamama leads the way in many key metrics. Market Force Information has revealed that Wagamama has the highest customer satisfaction, the biggest propensity to gain recommendations from diners and the most loyal customers on the high street. Respondents were asked to rate their overall satisfaction when dining at casual dining restaurants, on a scale of 1 to 5, with 5 representing extremely satisfied.

Customer Satisfaction 56

Customer Satisfaction Social Media Wait Times Survey 56

Kapta Customer Success

MARCH 6, 2019

How are you segmenting your customers? If you ask any key account manager, you’ll find that they either follow a traditional approach, an approach all their own, or worst of all, they don’t segment them at all. Segmenting your customers is crucial to your organization’s success because it shows you which accounts require the most attention, which ones are providing most of your bottom line-driven results, and which ones are doing fine for now.

Customer Success 53

Customer Success Strategy Management Customers 53

NetBase

MARCH 6, 2019

It might be obvious that competitive analysis should be part of brand operations, but what’s not always so obvious is what exactly that means – especially with regard to the social realm. With all the stats, posts and interactions coming at you with increasing speed, how can you possibly keep up with how competitors doing online, as you struggle to make sense of your own positioning?

Social Media 49

Social Media Analysis How To Analytics 49

ForeSee

MARCH 6, 2019

Meet us in Orlando, Florida, May 20-23, for CX networking and intelligence The Summit you’ve known for 14 years is growing. Here’s the big news: The ForeSee Summit has found.

Engagement 49

Engagement Meeting Company 49

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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

Beyond the Arc

MARCH 6, 2019

How can you make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose which customer experience problems to solve first – where should you invest time and money to have the biggest impact? One way to rank issues is by expected profit alone. But that discounts the customer Read More.

Customer Journeys 40

Customer Journeys Analytics Banking Customers 40

Perkville

MARCH 6, 2019

Adding Perkville to your business is exciting! The excitement spreads to your clients and they are quick to onboard and engage in the gamification your business has provided. But what if you have been using Perkville for a few years? Are you keeping the excitement going for your clients?

Gamification 40

Gamification How To Engagement Rewards Programs 40

Team HGS

MARCH 6, 2019

HGS Trend 1: Meeting Extraordinary Expectations of Today’s Customers. By Wendy Shlensky, VP, Global Head PR & Analyst Relations. Earlier this year , HGS presented our trends forecast , comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and

Trends 40

Trends Meeting Self Service Multi-Channel 40

Quadient

MARCH 6, 2019

A great customer experience (CX) evokes positive feelings and emotions, which leads to happy, satisfied customers and increased loyalty. It also helps businesses stand out from the competition—in fact CX is rapidly becoming a more important differentiator than product or price, especially in industries that are heavily regulated.

How To 40

How To Loyalty Industry Customer Experience 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

Confirmit

MARCH 6, 2019

The deadline for the Confirmit ACE Awards is fast approaching and we’ve been inundated with requests for tips about what makes a winning submission. While giving away such secrets might make the judges’ task more challenging, I think we can share a few more details. My top trick is to think “ Richer, Smarter, Faster ” That means answering the following: How are you using the Voice of the Customer or Employee to create richer insights ?

Tips 40

Tips Multi-Channel NPS Survey 40

Beyond the Arc

MARCH 6, 2019

How can you make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose which customer experience problems to solve first – where should you invest time and money to have the biggest impact? One way to rank issues is by expected profit alone. But that discounts the customer. Read More. The post Prioritizing projects with customer journey analytics appeared first on Blog @beyondthearc.com.

Customer Journeys 40

Customer Journeys Analytics Banking Customers 40

Hero Digital

MARCH 6, 2019

Originally published on Customer Think. We are living in an exciting age of digital transformation. All around us, industries are adapting (hi, grocery delivery service Instacart!) or dying (see you later, Sharper Image). People expect seamless digital experiences. They expect ease of use. They don’t want to think too hard about their next step. Everything should be fast and easy.

Healthcare 40

Healthcare Hospitality Chatbots Survey 40

Bold360

MARCH 6, 2019

As consumers shift more and more of their shopping dollars online, it’s easy to jump to the conclusion that brick-and-mortar stores are on the verge of extinction. In spite of a counter-movement in support of small businesses, many major retailers are struggling to survive, with 3,800 stores closed in the US in 2018 alone, including stores belonging to one-time retail giants like Sears and K-Mart.

Retail 40

Retail Policies Consumers Sales 40

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Training

Integrity Solutions

MARCH 6, 2019

Two primary culprits lie at the root of why a salesperson stalls out. Here’s how coaching can help them get back on track and hit their numbers again. By Mike Fisher. Originally published on the SellingPower.com Blog. It happens to nearly every sales manager at some point. One of your most consistent salespeople reaches a plateau and just can’t seem to get past it.

Sales 40

Sales Course Management Tips 40

Forrester's Customer Insights

MARCH 6, 2019

Over and over, clients tell us they just don’t get enough funding for the kind of privacy programs they want to create. In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018. But what if we told you that customer-centric privacy programs […].

Customer Centricity 46

Customer Centricity Return on Investment ROI B2C 46

MyCustomer

MARCH 6, 2019

Engagement. Employee & customer satisfaction aren't related.

Customer Satisfaction 47

Customer Satisfaction Engagement Customers 47