InMoment XI
DECEMBER 8, 2016
A couple of years ago, on a day I had taken off from work, I took my car to the local dealership for some routine servicing. When I arrived the dealer said they did not have my appointment logged in their calendar and were completely booked for the day. The dealer was very apologetic and.
Kayako
DECEMBER 8, 2016
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? 6. What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising.
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InMoment XI
DECEMBER 8, 2016
A couple of years ago, on a day I had taken off from work, I took my car to the local dealership for some routine servicing. When I arrived the dealer said they did not have my appointment logged in their calendar and were completely booked for the day. The dealer was very apologetic and. View Article.
Experience Investigators by 360Connext
DECEMBER 8, 2016
You want to create experiences customers will want to return to. It’s no sectet that learning what customers really want and need is a key component to this! But while asking a few basic questions in a monthly survey might help, it’s not enough to help you really understand your customers’ needs. For feedback that informs you on how to […].
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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,
GetFeedback
DECEMBER 8, 2016
The world may be more connected than ever, but people are tuning out. If you're looking to grow organically, customer engagement has to be a priority.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 8, 2016
The world may be more connected than ever, but people are tuning out. If you're looking to grow organically, customer engagement has to be a priority.
Customer Bliss
DECEMBER 8, 2016
I’ve seen it a few places that the most popular time for an office holiday party is tonight (12/8), tomorrow (12/9), and this weekend. That makes sense. I know some companies and divisions that had an office holiday party last week/weekend, although early December does feel a little bit early. (Thanksgiving just ended!) Next week (12/16-12/18) is getting closer and closer to Christmas, and I’d bet a lot of people are taking part of that 12/19 week off anyway.
Who's Your Gladys?
DECEMBER 8, 2016
Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. Experts encourage companies to do whatever it takes to be there for the customer via social media. The post Are Extended Customer Service Hours Still a Thing? appeared first on Who's Your Gladys?
Comm100
DECEMBER 8, 2016
Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations. Just a few words, whether in person or via live chat, can make a world of difference when it comes to customer expectations.
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.
Bold360
DECEMBER 8, 2016
A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. Both camps gave the concept a thumbs up, to be sure. But that doesn’t mean they saw eye to eye. Far from it. Still, it turns out that there’s an important lesson to be learned from what proved to be the sharply diverging perceptions of the buyers and the sellers.
ForeSee
DECEMBER 8, 2016
Fresh off the heels of the big black Friday holiday shopping sales bonanza, you may have noticed lots of well-known organizations coming out of the woodwork to offer reports on. The post Retailers: Are you tapping the right expertise? appeared first on ForeSee.
Talkdesk
DECEMBER 8, 2016
Customer support centers have changed. What was once a process-heavy transaction machine has evolved into an agile network of agents who respond primarily to unique support incidents. As the industry has changed, so have the tools that agents use to keep customers happy. Talkdesk is proud to be on the cutting edge of customer support technology, replacing dated, complicated traditional support tools with a simple, intelligent contact center.
CSM Magazine
DECEMBER 8, 2016
The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter. The UK continues to perform relatively well on this measure compared to the rest of Europe, but a fall from 57% to 55% will be a concern for retailers given the close link between high employee engagement, a positive customer experience and a healthy botto
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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.
Customer Interactions
DECEMBER 8, 2016
Sales compensation is a world swamped with data. ICM applications must accommodate a wide variety of data from upstream systems, facilitate processing, and deliver results through multiple channels and formats in order to support activities such as territory management, quota setting, modeling, forecasting, commission calculation, and on-demand reporting and analysis.
Natalie Petouhof
DECEMBER 8, 2016
Tweet The internet has made it possible for businesses to sell to anyone, anywhere in the world – yet at the same time, the internet has shifted power to consumers as they can get information on any product or service from multiple vendors and compare prices. In order to win business and succeed in this type of competitive environment, you must take a customer-centric approach and support your customers with the best possible customer service possible, even if that team’s scattered around the wo
Verint
DECEMBER 8, 2016
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning? Considerations for a well thought out customer engagement strategy include determining how you can enrich customer interactions , improve business processes , and optimizing the workforce in order to enhance loyalty, increase revenue, and reduce operational costs.
Brad Cleveland Blog
DECEMBER 8, 2016
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve. … Continue reading → The post Service Level: Realistic Targets, Taken Seriously appeared first on Brad Cleveland.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Verint
DECEMBER 8, 2016
Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer.
Brad Cleveland Blog
DECEMBER 8, 2016
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.
Qualtrics
DECEMBER 8, 2016
Whether you’re a first-year analyst or a world-renowned scientist, the Qualtrics Insight Summit has a stage for you. Last year more than 2,300 attendees made Summit the one-stop event for insight leaders at every stage of sophistication. 2017 will be even bigger with three tracks, world-famous thought leaders on the main stage, and more than 60 breakout sessions.
Brad Cleveland Blog
DECEMBER 8, 2016
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
NICE inContact
DECEMBER 8, 2016
As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience.
Vonage
DECEMBER 8, 2016
In today’s digital world, customer expectations have never been higher – and neither has the number of them who are prepared to jump ship if your business doesn’t meet them. According to a study by NewVoiceMedia, US businesses are losing $62 billion per year, as a result of poor customer service. A figure which has increased by more than $20 billion since 2013.
Michelli Experience
DECEMBER 8, 2016
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