Heart of the Customer
MARCH 21, 2019
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? A major factor is the reason for doing journey mapping in the first place. We can confidently […].
Optimove
MARCH 21, 2019
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. Here at Optimove, we strive to empower marketers to maximize the value of each customer by using their customer data. So when we witness a leading ad network—such as Facebook—allowing marketers to leverage customers’ LTV data and optimize their bidding strategy, it’s truly exci
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Gainsight
MARCH 21, 2019
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? I think we can all agree that on a long enough timeline, everybody quits, cancels, or lapses.
InMoment XI
MARCH 21, 2019
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). Consumers want and expect video content to. View Article.
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.
Customer Bliss
MARCH 21, 2019
“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Do you know what it takes to be a high-quality leader?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
MARCH 21, 2019
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.
Totango
MARCH 21, 2019
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.
Comm100
MARCH 21, 2019
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.
UJET
MARCH 21, 2019
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.
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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.
inSided
MARCH 21, 2019
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.
West Monroe
MARCH 21, 2019
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. I’ll walk you through the easy ways you can use Google Analytics – specifically the Audience Reports – to support the creation of your customer personas. What is Google Analytics?
DemandJump
MARCH 21, 2019
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).
Oracle
MARCH 21, 2019
This week at Oracle Modern Customer Experience 2019 in Las Vegas, customer experience leaders from around the globe and across industries are gathering to glean the latest in CX technologies and trends, and share success stories, tactics, and insights for improving customer experience in the coming year and beyond. The theme of this year’s conference is “Be Legendary Together”, and the SmarterCX team has had the opportunity to meet with dozens of the industry’s current an
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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.
Influitive
MARCH 21, 2019
Customer advocacy is increasingly becoming a “need-to-have” for brands, rather than simply a “nice-to-have”. Research has proven time and time again that buyers—a whopping 83% of them— trust their peers more than big brands. When it comes to B2B purchase decisions, the influence of customer references and testimonials is second only to previous customer experience.
ReviewTrackers
MARCH 21, 2019
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. TripAdvisor also has over 730 million reviews and opinions covering the world’s largest selection of travel listings worldwide, covering approximately 8.1 million accommodations, airlines, experiences, and restaurants.
NetBase
MARCH 21, 2019
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. 1. Misusing Hashtags. Hashtags are a huge part of Instagram culture – but they’re not as random as they may seem at first glance.
Keatext
MARCH 21, 2019
The post Developing new services people truly want with text analytics appeared first on Keatext.
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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,
Thematic
MARCH 21, 2019
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. 23% of those tweets comprised @replies – or responses other than retweets.
Playvox
MARCH 21, 2019
Introducing a quality assurance program into your call center or customer service department is key to cultivating a stronger CX.
Ecrion
MARCH 21, 2019
Document automation or document assembly? The terms are interchangeable, right? Most people believe that, yes, the two mean the same thing. However, one cannot be substituted for the other. In fact, document automation and document assembly mean two completely different things. To put it simply, document assembly is one of several steps that make up document automation.
Helen Dewdney
MARCH 21, 2019
Stamp prices going up and service going down. Stamps rise in cost 2019. First class stamps will increase in price by 3p to 70p on Monday 25 th March 2019. And second class goes up from 58p to 61p! However, Royal Mail has also made a “mistake” in doing this! Ofcom capped any rise above 60p until 1 April 2019. On its website it says “Due to an error on our part, our new 2nd Class stamp price of 61p will be 1p above the existing regulatory price cap for a period of 7 days – from March 25 unti
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.
LiveChat
MARCH 21, 2019
The effectiveness of email marketing heavily relies on the number of emails that get delivered into the inbox folder of your subscribers. Having a great creative, design, and call to action would make no difference if you have poor deliverability rate. To get the opens and click-through rates you are aiming for, you ought to have good email deliverability.
Magellan Solutions
MARCH 21, 2019
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., December 2018 to February 2019), the campaign has recorded a six-percent increase in ads inbound sales conversion. Meanwhile, its PPC inbound sales recorded a 40-percent conversion growth.
Forrester's Customer Insights
MARCH 21, 2019
Every year the RSA Conference provides an opportunity to attend a few keynotes and get together with friends, old and new, to discuss trends we’re seeing in the market. While a big theme on the expo floor this year was Zero Trust, there were three topics that I found unavoidable during the conference which weren’t […].
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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.
Forrester's Customer Insights
MARCH 21, 2019
Historically SAP has not been as renowned for innovation as some of their pure-SaaS competitors like Salesforce. But between a steady stream of SaaS (and now data) acquisitions, a notable and ongoing effort to simplify the product portfolio, and clear messaging around marrying the X (experience) and O (operations)–SAP’s own digital revolution is well underway. […].
Happy or Not
MARCH 21, 2019
As the rise of immediate answer platforms like Google Maps, Alexa, Siri and Facebook form a blockade between brand and consumer, it's more important than ever for retailers to make their proposition not just findable, but the best. The post Essential Retail: Consumer-driven data helps retailers shout loudest in the era of voice appeared first on HappyOrNot.
Forrester's Customer Insights
MARCH 21, 2019
“Build a better mousetrap, and the world will beat a path to your door.” While Ralph Waldo Emerson may not have said these exact words, the principles remain as true as ever today. Going Beyond Improving Today’s Customer Experience If you’ve been following my blog, you may remember a post from 2016, where I introduced […].
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