Fri.Jun 14, 2019

How to Improve Your Customer’s Online Experience

CSM Magazine

With so much emphasis on digital services these days, brands need to ensure they’re providing a seamless online service. More consumers than ever before are using their smartphones and tablets to shop for the things they need.

5 Reasons Why Customer Support Systems are Essential to Great Businesses


Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship.

Everything You Need to Know about Google Reviews




How Johnson & Johnson Creates Value for Customers and Employees

Customer Bliss

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Chester shares that he was approached for the role because there was an internal recognition that it was a position that could truly add value to the business and the organization, to drive a more global consistency around selling.

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.

Guest Blog: The Customer Experience’s Impact on Customer Churn


This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line.

More Trending

Field Service Management Solutions for Stronger Staff and Customer Experiences


Customers and staff are arguably the two most important assets of any business. Your customers oil the wheels of revenue and profit. Your staff makes them turn.

Intelligent Process Automation: Bizagi and RPA in Action at Bancolombia


Robotic Process Automation (RPA) is making its mark on the financial services industry. Juniper Research has found that RPA revenues in banking will reach $1.2 billion by 2023: a 400% growth since 2018.

Companies can’t improve CX until they solve these five employee engagement failings


Engagement. Solve these employee issues or never improve CX

100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

How to Empower Your Employees to Satisfy Your Customers


It’s not surprising that keeping your current customers happy is less costly than attracting new ones. More field service organizations (FSOs) are realizing the importance of delivering experiences that differentiate in today’s competitive market.

Customer Service Infographic: What Are the 7 Service Triggers?

Customers That Stick

In November 2013, we released our concept of the 7 Service Triggers, a unique approach to discovering the most common hot buttons that affect broad segments of customers. The foundation of the 7 Service Triggers was built upon the idea that our customers do not come to us as a blank slate.

12 Steps to Conducting a Productive Customer Success Brainstorming Session


12 Steps to Conducting a Productive Customer Success Brainstorming Session. Automation is a game-changer for almost any department, but surprisingly Customer Success teams are a bit behind some of their counterparts (i.e.

10 Tips for Retaining Your Best Agents


Hire Right for the Role. When it comes to retaining your agents, you need to first make sure that the call center talent you hire is the right fit for the role, equipped with the right skills, experience, personality and temperament. It’s not everyone’s cup of tea.

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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.

Social Analytics Reveal Dads Don’t Want Anything for Father’s Day


With Father’s Day this weekend, we’re seeing a lot about the occasion on social media – but there’s one audience we’re not hearing from: Dads. So how are brands deciding what to market – and what’s on target – for the recipient of Father’s Day gifts? Let’s see what the sentiment tells us about it!

How to Understand Customers Preference

Beyond Philosophy

How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes.

The Pros and Cons of NPS

Brandwatch CX

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Push for Pizza: How to Innovate for your Customer

Hello Customer

It's been a week since we hosted CXFest, a casual yet festive get-together with our customers. After keynotes by Steven Van Belleghem and Matthias De Clercq we left the venue with tons of fresh CX inspiration. We felt that it was only fair to share what we learned.

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 Contactless Payment Has Changed Customer Service

CSM Magazine

Contactless payment seems like one of those technologies that’s been around forever. First trialled in 2007 with a £10 maximum spend limit, its true introduction to the mainstream was only around five or six years ago, although it feels much longer.

How to Improve User Retention with Surveys


The post How to Improve User Retention with Surveys appeared first on Survicate. Customer satisfaction

Top 5 Biggest Decisions Business Owners Make

CSM Magazine

Being a business owner requires walking a tightrope between the big picture and the daily grind. They are often the sole decision maker when big issues arise, and the decisions they make can ultimately impact the success of the business.

Exploring Data-Powered Experience with Tableau

North Highland

As the famous adage goes, “the customer is always right.” For businesses that subscribe to that mantra, the critical next step is to identify the investments that satisfy customer needs, wants, and preferences—investments that sustain customer loyalty and, ultimately, bottom-line business growth. One compelling answer to this challenge can be found with data and analytics—specifically, by equipping business leaders with the real-time insights that they need to make business decisions.

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.

How to Relieve the Pain Points of High Volume Document Generation


Are you up to your eyeballs in piles of files? Research shows that businesses in the United States spend a collective $8 billion a year on paper management. On average, it costs each organization $20 to file one document, $120 to find a lost document and $220 to replace it.

Supercharge Your Employee Experience With Video

Forrester's Customer Insights

Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. But with subpar technology solutions and little face-to-face interaction, home or remote workers end up frustrated and out of the loop.

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Are all your eggs in one basket? It's time to diversify your support stack


There's a lot of excitement about new technology in customer service. Every day customer service is gaining more relevance and consequently many organizations are attempting to modify the way they provide support.

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Dun & Bradstreet Moves Up The Value Chain With Intent To Acquire Lattice Engines

Forrester's Customer Insights

Yesterday, Dun & Bradstreet (D&B) announced its intent to acquire Lattice Engines. Both of us have covered these companies from a number of different perspectives, and we agree that the move makes sense for two primary reasons. First, adding advanced analytics and data management capabilities from Lattice accelerates D&B’s evolution into a comprehensive data platform […].

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.