GetFeedback

DECEMBER 17, 2018

Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.

Customer Journeys 223

Customer Journeys Survey Net Promoter Score Effort Score 223

Retently

DECEMBER 17, 2018

Disloyal customers are costing businesses billions. But what actually triggers disloyalty? Former CEB Global’s research (now part of Gartner), explained that the level of effort consumers put into interacting with a brand has a direct impact on loyalty levels. In fact, according to CEB Global, it seems that around 96% of consumers that reported having difficulty solving a problem were more disloyal.

Effort Score 73

Effort Score Measurement Net Promoter Score How To 73

Beyond Philosophy

DECEMBER 17, 2018

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.

Training 123

Training Government Customer Satisfaction Groups 123

C3Centricity

DECEMBER 17, 2018

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. I therefore wanted to share my answers to the question in the hope of being of help to businesses large or small. First let me say that if you’re struggling to grow, then you’re not alone!

How To 180

How To Advertising Customer Centricity Course 180

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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.

Training

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to higher call volume in the contact center.

Contact Center 136

Contact Center Gamification Retail Course 136

GetFeedback

DECEMBER 17, 2018

Three ingredients to create the perfect customer survey and improve customer service and overall experience.

Survey 150

Survey How To Customers Customer Service 150

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. CX is the yardstick by which every customer judges their relationship with your business. Poor customer experience threatens recurring revenue and customer loyalty, while consistently high quality experiences can transform lukewarm customers into full-blown brand advocates.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

OpinionLab

DECEMBER 17, 2018

The market we made. 1999 was a seminal year for the web. Y2K established the need for more agile approaches to coding. Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options. And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital cha

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Wired and Dangerous

DECEMBER 17, 2018

As 2018 draws to a close, it is time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. “Thank you!”. These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.

Fashion 87

Fashion Communication Customers Customer relationships 87

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

Myra Golden

DECEMBER 17, 2018

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills. But very few people in customer service actually get the training they need to get an angry customer to back down, politely control conversations with ramblers and skillfully handle the customer who demands to speak with a supervisor. I want to talk to you about why your employees can’t seem to de-escalate intense interactions.

Training 91

Training Video Course Interaction 91

Cyara

DECEMBER 17, 2018

To kick off the holiday season, Cyara is spreading some CX cheer, along with warm season’s greetings. And in the spirit of sharing, we’ve rounded up insights and perspective from both brands and customer experience (CX) experts. As we pulled together this roundup, we realized that, while the holidays come but once a year, delivering great CX is a year-round endeavor!

Brands 64

Brands Customer Experience Contact Center Call Center 64

Myra Golden

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t

Course 85

Course Policies How To Customers 85

NetBase

DECEMBER 17, 2018

No one can tell the story of your brand better than your customers – and that’s true for us as well. At our recent NetBase LIVE LA conference, Jessica Williams , Global Innovation Marketing & Analytics Leader for Visa shared how NetBase supports their storytelling efforts in reaching various audiences. Social Intelligence for Audience Segmentation.

Brands 67

Brands Social Media Trends Analytics 67

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Answer Dash

DECEMBER 17, 2018

(This article is originally published on CMO.com , an Adobe subsidiary company). Artificial intelligence is reinventing the retail industry as we know it. From personalized customer experiences across digital touch points to improved product management, this powerful area of computing is helping retailers up their relevance, efficiency, and, ultimately, their bottom line.

Retail 67

Retail Strategy Fashion Chatbots 67

One Millimeter Mindset

DECEMBER 17, 2018

Throughout the year, we sabotage customer outcomes in favor of our own priorities. Not intentionally, at least from our perspective. Nonetheless, from our customers’ perspectives, we cycle back and forth throughout the year. Falling short, and then scrambling to recover, when delivering remarkable and enduring customer outcomes. The types of customer outcomes which are critical not only to acquiring customers, but also to retaining them, as well.

Sales 66

Sales Customer Focused Customers Customer Experience 66

ReviewTrackers

DECEMBER 17, 2018

The Importance of Local Search. Whether you’re running a brick-and-mortar business or managing a national brand with hundreds of locations, you can’t deny the impact that local search has made on marketing. Local search is how people these days search for information online about a certain product, service, or business. They want to find out where it is or what’s nearby (versus simply what it is ) – and are therefore constraining their searches to specific geographical locations.

Consumers 56

Consumers Report Engagement Feedback 56

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. They turned to their long-standing partnership with Lithium to uplevel their superuser program. The goal?

Case Study 61

Case Study Study Customer Care Software 61

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Wootric

DECEMBER 17, 2018

Banks alert you about suspicious activity on your account and let you set alerts for when your accounts fall below a certain amount. You can get similar, automated alerts when it comes to Voice of the Customer data. As a CX practitioner, you probably log in to your customer feedback management platform periodically to make sure there are no fires to put out.

Trends 61

Trends Report Feedback NPS 61

Hello Customer

DECEMBER 17, 2018

These days it's impossible to wrap your head around the massive amount of information coming your way when you browse the internet. Lucky for you we do a lot of research at Hello Customer, and it would be a shame not to share it. That's why o ur content team is here to make your life a bit easier. We'll help you navigate through the sea of articles, blogs and videos that are out there by selecting the most interesting content.

Trends 56

Trends Video Customers Employee Engagement 56

Think Customers

DECEMBER 17, 2018

The subscription market continues to gain momentum in the retail space. In the past five years, McKinsey and Co. reports that the subscription e-commerce marketplace has grown by more than 100 percent. Direct-to-consumer subscription programs are found in every corner of the marketplace—from bathroom care (Dollar Shave Club, Quip) and clothing (Stitch Fix), to food (Hello Fresh, Blue Apron) and toys (Loot Crate).

Retail 53

Retail Report Consumers Marketing 53

ChurnZero

DECEMBER 17, 2018

ChurnZero the real-time Customer Success platform announced that it has joined HubSpot as a Connect Beta Integrator. Today, ChurnZero announced that it has joined HubSpot as a Connect Beta Integrator. HubSpot, a leading growth platform, works with Connect integrators to help grow their business through listing and marketing and distribution resources to increase shared customers.

Connections 53

Connections Touchpoint CRM Software 53

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail

RapportBoost

DECEMBER 17, 2018

We were fortunate to witness this great conversation with Heidi Rote from our valued client, Jenny Craig , and a 2018 ICMI Mover & Shaker on leveraging chat in today customer-centric communications world. Read the transcript below! . Interviewer (Erika Moore): Hi everyone, this is Erika Moore, I am the concept manager here at ICMI, I am so excited to be back again for another First Friday Fireside Chat.

e-support 49

e-support Contact Center Sales Training 49

Provide Support

DECEMBER 17, 2018

Live chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. In this blog post you will find useful recommendations for choosing the right chat window for your website. (.).

e-support 49

e-support Retail Interaction Engagement 49

Helen Dewdney

DECEMBER 17, 2018

Companies always make mistakes. After all, they’re made up of humans and to err is human. What is important to me, as a consumer champion, is how companies deal with the mistakes and get them resolved. A couple of years ago I took out a course of pro-active facial treatments with Clarins. The deal was 6 sessions for the price of 4, at the Debenhams store at Lakeside, Thurrock.

Customer Service 54

Customer Service Course Policies Consumers 54

Gainsight

DECEMBER 17, 2018

Companies that want a true competitive advantage in their marketplace must make their customer experiences a priority—but to do this correctly, you need data science. The customer today has more power than ever before. They have seemingly unlimited options and information when it comes to making buying decisions. Thus it is vital that you hold on to each and every customer that chooses to invest in you.

Customer Success 45

Customer Success Data Effort Score Competitive Advantage 45

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

SaleMove

DECEMBER 17, 2018

Technology’s role in customer service is growing at warp speed. Social media has opened up multiple channels of communication between brands and consumers, allowing those conversations to take place almost 24/7. At the same time, more and more firms are relying on (or planning to adopt ) artificial intelligence—and not just as a first stop on the customer service journey.

Meeting 44

Meeting Customer Service Call Center Chatbots 44

Talkdesk

DECEMBER 17, 2018

All Abuzz About Artificial Intelligence (AI). In the relatively mundane contact center industry, nothing captures the imagination more than artificial intelligence. Everyone is talking about it. Analysts are inundated with inquiries from service and CX leaders who’ve been commanded by their executives to “go get some AI”, without fully grasping what it is and how it will help their organizations.

Contact Center 41

Contact Center Metrics Customer Engagement Industry 41

Circular Edge

DECEMBER 17, 2018

Is your Source to Settle process completely integrated? Are you using the available technologies to automate most of your Source to Settle processes (S2S)? Did you know that automating S2S processes can lead to Lower TCO, working capital optimization, availability of material and more opportunities to pursue new sources of value? With many discrete systems, organizations should move to systematic automation of business processes.

Resources 40

Resources System Measurement Tools 40