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.

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.

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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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.

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

Tools 87

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

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

Video 82

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.

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

Brand Watch

Fake News Week

[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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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.

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.

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.

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

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.

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.

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.

Avoiding a right Royal Fail at the Royal Mail

Helen Dewdney

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!

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.

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.,

Sales 52

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.

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

What Does the New Customer Experience Landscape Look Like?

CXApp

Key Technologies Influencing CX Today. CX Data Digitization Innovation Thought Leadership

Backstage Pass: Three Key Takeaways From The 2019 RSA Conference Without Hitting the Expo Floor

Forrester's Customer Insights

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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.