GetFeedback

FEBRUARY 27, 2018

Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.

Survey 195

Survey Feedback Customers Company 195

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. The instantaneous nature of our lives has generated customer expectations for fast, simple, and efficient experiences that rival those of messaging, e-mail, media, and other online functionality available instantly via smartphones.

Customer Service 116

Customer Service Call Center e-support Contact Center 116

GetFeedback

FEBRUARY 27, 2018

Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.

Survey 150

Survey Feedback Customers Company 150

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions.

Customer Service Training 99

Customer Service Training Training Customer Service Competitive Advantage 99

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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.

Customers

Solvvy

FEBRUARY 27, 2018

The post Customer Experience Is All That Matters appeared first on Solvvy.

Customer Experience 125

Customer Experience Customers 125

CX University

FEBRUARY 27, 2018

CX University Point of View by Scott McCallister and Mohamed Latib. Part of the Series: Financial Measurement is Critical for the Future of CX. The CX community faces a paradoxical intersection. The practice is receiving increasing attention as a strategic differentiator, and at the same time, CX practitioners are finding it difficult to convince the C-suite to support CX initiatives.

Measurement 63

Measurement How To Financial Return on Investment 63

eGain Blogs

FEBRUARY 27, 2018

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm , where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chi

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

CX Ahead

FEBRUARY 27, 2018

From the first portable controller to a touchscreen before the iPhone, what you can learn from Nintendo’s experience design. People tend to forget it, but customer experience (CX) is not a trend, a nice to have or doing the right thing. It is a business strategy. One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 52

Happy or Not

FEBRUARY 27, 2018

By Denise Lee Yohn 3 MIN READ It’s that time of year: Employee Appreciation Day, a day when companies are supposed to recognize and celebrate their employees. Common practices include providing free lunches, giving out gift cards, and even offering part of the day off with pay. While these approaches may demonstrate a company’s thankfulness for […].

Employee Engagement 63

Employee Engagement Engagement Company 63

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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.

Communication

Vocalabs

FEBRUARY 27, 2018

2017 Results for the National Customer Service Survey are out. Peter Leppik. Tue, 2018-02-27 16:30. About Vocalabs. We recently released our 2017 report for the National Customer Service Survey on banking customer service, tracking customer service performance at Bank of America, Chase, Citi, and Wells Fargo. An executive summary is available for download.

Survey 48

Survey Customer Service Banking Metrics 48

Genroe

FEBRUARY 27, 2018

As an inbound marketer there is nothing quite as frustrating as creating great content, that is read by potential customers, but on which they don’t act: no download, no contact form, nothing. This is an unfortunate fact of life as the large proportion of readers will not connect. But the HubSpot CRM Prospects feature can help […]. The post How To Use the HubSpot Prospects Tool to Generate New Leads appeared first on Genroe.

Tools 49

Tools How To CRM Connections 49

eGain Blogs

FEBRUARY 27, 2018

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm , where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chi

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

Strativity

FEBRUARY 27, 2018

Differentiating one’s products and services from that of their competitors is becoming more challenging because of competitive alternatives. Because today’s customers are unwilling to compromise on either product quality or speed of service, companies are required to offer both personalized solutions and rapid service. The post Capable, Ready, and Willing: the Employee At the Center of the Customer Experience appeared first on Strativity.

Customer Experience 40

Customer Experience Customers Company 40

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Tips

CX Ahead

FEBRUARY 27, 2018

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. From the first portable controller to a touchscreen before the iPhone, what you can learn from Nintendo’s experience design. People tend to forget it, but customer experience (CX) is not a trend, a nice to have or doing the […]. The post Nintendo: The tech company with CX at its gaming core appeared first on CX Ahead.

Company 40

Company Trends Customer Experience Marketing 40

eGain Blogs

FEBRUARY 27, 2018

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm , where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chi

Contact Center 40

Contact Center Net Promoter Score Average Handle Time ROI 40

Dapresy

FEBRUARY 27, 2018

It should not be a big surprise that Dapresy is growing in Canada with a new office in Toronto. After all, Dapresy’s first North American client was a Canadian telecommunications leader. And, Dapresy is well represented amongst top Canadian research firms and within enterprise market research teams spanning financial, telecommunications, loyalty, government, entertainment, non-profit, and technology – all looking for a more efficient and effective way to report market research data.

Report 40

Report Innovation Telecommunications Marketing 40

Informizely

FEBRUARY 27, 2018

In this guide, you will learn how to turn targeted surveys into a gold mine of actionable customer insights that you can use to transform your business. The guide has been split into three sections; why you should use targeted surveys, industry best-practices and real-world examples that you can copy and use as your own. Why targeted surveys can transform your business.

Survey 40

Survey How To Net Promoter Score User Experience 40

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.

Retail

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. Peter will be attending in his role as a IBM Futurist – an independent influencer recognised for his thought leadership and expertise in the field of customer experience and CRM.

Competitive Advantage 40

Competitive Advantage CRM Conference Leadership 40

Oracle

FEBRUARY 27, 2018

If you’ve attended Oracle Modern Customer Experience in the past, some of your most memorable experiences likely came from the notable, entertaining, and insightful keynote and featured speakers. Here, we take a look at past and upcoming keynote speakers, and the characteristics that they all share. ** Ready to register now? Visit the Oracle Modern Customer Experience 2018 registration page and use discount code “SmarterCX” to get $500 off the onsite rate now through April 9, 2

Customer Experience 40

Customer Experience Entertainment Ecommerce Video 40

Grade.us

FEBRUARY 27, 2018

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Strategy 43

Strategy Management Tools Sales 43

Helen Dewdney

FEBRUARY 27, 2018

The Alternative Dispute Resolution (ADR) system for resolving consumer complaints is broken and in danger of collapse. This is one of the conclusions of a damning new report released today. The report reveals that Government bodies have not heeded the warnings of an earlier report and that regulators have been complicit in making the situation even worse.

Government 35

Government Consumers Retail Report 35

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Training

Smith+co CX

FEBRUARY 27, 2018

When a disruptor brand enters a market, the traditional operators are forced to take stock and respond. By their very nature, a disruptor product has re-written the customer experience in such a way that it appeals to the frustrated and disillusioned consumer pretty much instantly. And if the experience stands up, the consumers can quickly become advocates.

Hotels 28

Hotels Brands Hospitality Sports 28

BlueOcean

FEBRUARY 27, 2018

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care.

Omni-Channel 199

Omni-Channel Social Media Customer Service Contact Center 199

Michelli Experience

FEBRUARY 27, 2018

As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3 Billion Drop in Value Is Linked to A Kardashian : The entrepreneur and Kardashian half-sister tweeted to her 24.5 million Twitter followers on Monday, “sooo does anyone else not open Snapchat anymore?

Training 133

Training Social Media Consulting Customer Experience 133

LiveChat

FEBRUARY 27, 2018

Anyone who has managed an e-commerce business knows how difficult it is to sell online and boost returns on investment. Even the best online sellers have to constantly innovate in order to sustain their sales growth. This is where e-commerce website tools come handy. E-commerce is growing like never before, and the number of e-commerce tools is growing just as progressively – over 5,000 different were reported in 2017 along.

Tools 53

Tools e-support Social Media Ecommerce 53

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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?

Customer Experience

CXApp

FEBRUARY 27, 2018

Content is the key driver for multitudes of interactions across the web. Think about it. On social media, you share content with friends, family and colleagues, and your “followers” get an opportunity to weigh in. On a personal or company blog you share content with your audience, hoping to drum up engagement, shares, and comments. Even a solid advertising and promotions strategy relies on modern forms of “content” such as marketing videos, adverts and more.

Engagement 40

Engagement Strategy Consumers Social Media 40

ClientSuccess

FEBRUARY 27, 2018

Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. While it can be easy to onboard a customer and keep them stuck in a ‘customer-only lane,’ it’s important to realize that all departments have something unique to share with customers, and because of this the customer journey must travel between departments.

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

CXApp

FEBRUARY 27, 2018

Content is the key driver for multitudes of interactions across the web. Think about it. On social media, you share content with friends, family and colleagues, and your “followers” get an opportunity to weigh in. On a personal or company blog you share content with your audience, hoping to drum up engagement, shares, and comments. Even a solid advertising and promotions strategy relies on modern forms of “content” such as marketing videos, adverts and more.

Engagement 40

Engagement Strategy Consumers Social Media 40