Thu.Mar 21, 2019

The First Key Journey Mapping Question: What is the Right Journey to Map?

Heart of the Customer

Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at www.HowHardIsIttoBeYourCustomer.com. What differentiates a mapping program that drives action from one that doesn’t?

Maximizing Customer Lifetime Value with Facebook Bid Multipliers

Optimove

A few weeks ago, Facebook made some new additions to its Bid Multipliers functionality, which empowers marketers to leverage their knowledge and change their ad optimization from ROAS (Return on Ad Spend) to customer LTV.

Seven Reasons Why Your Customers Won’t Renew

Gainsight

The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your customers is to churn. But is that true? Let’s play it out. You make the sale, close the deal. Then you do nothing. What happens?

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

Customer Bliss

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something.

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.

Hear Your Customers Tell Their Stories

MaritzCX

Engaging Customers with Video Many brands are now choosing to tell their stories through video, and it’s not surprising to see why. 90% of customers say video helps them make buying decisions and 64% of customers say that seeing a video makes them more likely to buy (Forbes).

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Five Steps to Increase Live Chat Adoption

Comm100

Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities.

4 Key Strategies for Effective Customer Experience Management

Upstream Works

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.

Five Steps to Increase Live Chat Adoption

Comm100

Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel.

Fake News Week: Fake News Examples and How They’re Shared

Brandwatch CX

Fake News Week

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?

Why User-Generated Content is Vital for Successful Customer Service

inSided

User-generated content is hot right now, and with good reason. Consumers trust other people’s opinions much more than branded content, which means user-generated content (UGC) is a powerful tool for building trust with prospects and customers and scaling your service efforts

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Developing new services people truly want with text analytics

Keatext

The post Developing new services people truly want with text analytics appeared first on Keatext. Text analytics hospitality service development

8 Performance Marketing Strategies Your Dad Didn't Tell You

DemandJump

In this video, you'll hear 8 performance marketing strategies your dad forgot to tell you about - unless your dad is Shawn Schwegman (DemandJump's Co-Founder and Chief Strategy Officer). Best Practices Paid Search Display Advertising

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An Admin's Guide to Introducing Quality Assurance to Your Customer Service Team

PlayVox

Introducing a quality assurance program into your call center or customer service department is key to cultivating a stronger CX. HR Management for CX CX Culture

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.

7 Customer Success Team Goals for Your Enterprise in 2019-2020

Totango

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

How to Build Modern Applications with Microservices

datastax

Microservices are starting to take over nearly every aspect & angle of modern enterprises. In one survey of more than 350 senior development stakeholders, 91% said they are currently using or have plans to use microservices and 92% said they increased their number of microservices in the last year.

TripAdvisor Review Analysis: Stats Your Business Should Know

ReviewTrackers

How People Use TripAdvisor Reviews. Travel website TripAdvisor is a huge platform for travelers looking to connect with businesses. According to the company’s latest fact sheet, the website attracts 490 million unique monthly visitors on average.

5 Mistakes You’re Making on Instagram

NetBase

If you’re using social media to promote your brand at all , you probably already know how important Instagram is. With more than one billion active monthly users , this is a channel all brands can use. And you’ll get even better results if you avoid these five mistakes. Misusing Hashtags.

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.

How does CX impact brand trust?

Eptica

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers.

Make Your Personas More Powerful by Leveraging Audience Reports in Google Analytics

West Monroe

In an article I wrote last summer, I discussed how organizations use personas to drive design decisions. An important component to creating these personas is customer research.

[WHITEPAPER] Best-of-Breed vs. ERP for Field Service

Astea

See how best-of-breed software solutions help modern field service organizations differentiate and gain a competitive edge. Field service is no longer just a cost center but rather a competitive differentiator.

Live from ModernCX 2019: 3 Days of Customer Experience Takeaways

Smarter CX

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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.

MS Campaign Assists Client In Achieving Consistent Increase In Conversion

Magellan Solutions

One of the longest clients of the Philippine-based BPO company Magellan Solutions continues to experience a steady increase in inbound sales conversion. During a three-month period (i.e.,

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5 Industries that need great customer support

UJET

Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution. Multichannel Support Live Chat Customer Support

Why popular culture matters when creating breakthrough brand experiences

Qualtrics

Are your customers’ attention spans really getting shorter? New research suggests not. In fact, attention spans might just be getting longer , with more than half of respondents saying they can give a piece of content more attention today than they could a year ago.

The dreaded email survey: get your customers to respond

Thematic

These days we have a tendency to talk at each other, instead of to each other. Think social media. There are a whole lot of voices out there screaming into the void. A social media monitoring company, Sysomos, looked at 1.2 billion tweets back in 2010 and found that 71% got no reaction.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.