4 Ways Agents Can Help Create the Ideal Customer Journey Map
TechSee
AUGUST 7, 2019
Kayako
AUGUST 7, 2019
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything. Your strategy should aim to make it simple and easy for your customers to get to you, find what they’re looking for, make a purchase, and get the best onboarding and support possi
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ShepHyken
AUGUST 7, 2019
Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call that lasted 10 hours and 43 minutes is one such legend. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.
GetFeedback
AUGUST 7, 2019
Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation. The appointment is set, the onsite technician is dispatched, but there’s no telling if or when he’ll arrive. Eventually he does, but it’s still a few more hours until the onsite service is complete.
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.
Calabrio
AUGUST 7, 2019
Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 7, 2019
GetFeedback turns Field Service Lightning into a more well-rounded solution by providing deeper visibility into the onsite service experience.
NICE inContact
AUGUST 7, 2019
If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service.
Alida
AUGUST 7, 2019
Is it true that customers still don’t trust the businesses they purchase from? According to the Mechanics of Trust report by Forrester, modern marketing practices promote consumer skepticism, not confidence. Repetitive and disruptive online advertising, the ability to fact-check advertising claims with just a few mouse clicks, plus the real-time feedback machine of social media, have made consumers wary of the marketing narratives delivered by businesses.
Thematic
AUGUST 7, 2019
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets just for you that you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs.
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
Beyond Philosophy
AUGUST 7, 2019
Why Some Friction is Good. We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. However, there is some merit to making things a little bit difficult in some cases.
ReviewTrackers
AUGUST 7, 2019
Is there a way to remove or delete a Google review? It’s a question that we here at ReviewTrackers have been asked numerous times, by customers and readers alike. And it’s a question that’s typically asked with some measure of frustration: after all, if you’re managing a business, a negative review on Google can blemish your online reputation, especially if the review stands out in a search result for your business on Google.
Joe Rawlinson
AUGUST 7, 2019
While smartphones and screens of various sizes permeate our lives, it can actually be detrimental to think that all of your business marketing needs to be digital. By relying entirely on social media and online search results, you’re limiting a huge potential to reach your consumers. Your company will need to invest in online marketing, however, every small business can benefit from strong offline promotions in order to grab the attention of potential customers.
PeopleMetrics
AUGUST 7, 2019
For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Eptica
AUGUST 7, 2019
Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. Author: Taoufik Massoussi - Product Manager & Head of AI Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it.
The DiJulius Group
AUGUST 7, 2019
How To Build Stronger Relationships With Your Employees Virtually Building relationships as a virtual team is not easy. Having employee huddles that are engaging is not easy. Watch how one company figured out how to accomplish both, consistently fostering relationships through virtual huddles. CEO Gives Employees $2,000 To Go On Vacation Mark Douglas, CEO.
Oracle
AUGUST 7, 2019
As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what CX strategies companies are moving away from, and what they think will be the focus moving forward. Hear what the CX leaders have to say about what CX strategies are now considered outdated in our video interviews and read their quotes below.
Interactions
AUGUST 7, 2019
What do you think of when you think of first class? A glass of champagne? A hot hand towel? A flight attendant rushing to your assistance at the push of a button? As traveling becomes more mainstream, these amenities may seem like a distant dream. Instead, we are faced with the reality of overbooked flights, long wait times, and crowded airports. It’s no wonder that airlines seem to get drowned in complaints on social media.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Quadient
AUGUST 7, 2019
How insurance companies can decide on which CX Metrics to use. p.deluca. Wed, 08/07/2019 - 15:13. Selecting and keeping track of the right Customer experience (CX) KPIs is important. Insurance companies can use them to: communicate the rationale for previous investments. validate whether improvements to the customer experience have taken place. set goals and targets for future improvements. intervene when remedial action is needed.
NetBase
AUGUST 7, 2019
Brand perception is everything online. Understanding what consumers in your category think of your brand (and what they think of your competitors) will help you head off all kinds of crises. Social listening captures brand passion and tons of other relevant chatter to create a complete picture and help protect your brand’s health ! Step 1: Understanding How Posts Affect Brand Health.
SMG CX
AUGUST 7, 2019
If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their promise to deliver.
Forrester's Customer Insights
AUGUST 7, 2019
Why Infrastructure Automation? I used to kid around with my research director, Glenn O’Donnell, that my previous Forrester Wave™ evaluation on configuration management was the “Wave no vendor wanted to be in.” The term, while valid, is old. Further, configuration management is one part of a larger infrastructure automation story. This led to an interesting […].
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
Confirmit
AUGUST 7, 2019
Confirmit helps businesses listen to employees, analyze data, and take action on the feedback. Our platform empowers companies to translate valuable data into insights that can be used to enhance the employee experience, which in turn impacts employee engagement, improves customer experience and ultimately drives business growth. Our solution, Confirmit Horizons, helps your organization to measure EX and act on outcome critical measures, such as employee engagement, diversity & inclusion, an
Blueshift
AUGUST 7, 2019
Just like any effective team, your martech stack can’t be a one-man show. Can you imagine resting the entire operation of a marketing department on one employee’s shoulders? The ensuing chaos wouldn’t be pretty. Likewise, it’s unrealistic for marketing technology buyers to assume there’s one platform that can solve all your challenges. CDPs, ESPs, and […].
Confirmit
AUGUST 7, 2019
Confirmit provides award-winning solutions and technologies for Market Research agencies who provide research and feedback services to their customers. Confirm supports Market Researchers who are increasingly challenged to mine the wealth of information from multiple feedback channels - including social media, CRM systems and unstructured data sources.
kommunicate
AUGUST 7, 2019
Your favorite customer support tool got some powerful updates and features in the month of July. The recent update includes the multiple language support for welcome messages, the latest version of mobile SDKs and other improvements. If you have missed previous versions of product updates, Read here. Web App Multiple languages support for welcome messages Now [.].
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Confirmit
AUGUST 7, 2019
The customer experience (CX) is imperative for a company to remain competitive. Unfortunately, many companies do not realize that formalizing a CX program can have a much further reaching impact. The Voice of the Customer is extremely important to the modern business. Not only does it represent the most valuable arbiter of future financial performance for an organization, but if nurtured appropriately, it can also provide an unrivalled source of innovative ideas that will help to deliver the out
Forrester's Customer Insights
AUGUST 7, 2019
Walk the show floor at any security event and you will be inundated with a multitude of purportedly cutting-edge and disruptive security technologies. When every vendor claims that their solution is unique, and that no security program would be complete without it, how do you cut through the noise to pinpoint what you must pay […].
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