CloudCherry
FEBRUARY 28, 2018
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers?
QuestionPro Audience
FEBRUARY 28, 2018
Apple’s HomePod has arrived. On February 9, 2018, the $349 HomePod debuted in the US, UK and Australia. Apple, who is used to being the first on the technology scene, is the late-comer to the voice assistant speaker market, launching three years after Amazon’s Echo. And as the first consumer reviews come streaming in, whether it was worth the wait is up for debate.
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Kayako
FEBRUARY 28, 2018
There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up.
NICE inContact
FEBRUARY 28, 2018
This is part one of a four-part series on the economic value of NICE inContact CXone. We are now entering an experience economy. Price and product are no longer considered key differentiators. Customer experience is now becoming the new tool to compete in this experience economy. Customers are no longer looking for the right service at the right time, they are looking for proactive service that is engaging, immersive and leads them to the next best action.
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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.
CX Journey
FEBRUARY 28, 2018
Image courtesy of Pixabay What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way? Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 28, 2018
Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”. In other words, the best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just gets done the way it’s supposed to. What does get done isn’t always noticed, and shouldn’t be.
Joe Rawlinson
FEBRUARY 28, 2018
The behavior of consumers has evolved as their environments and behaviors have shifted — and it’s up to brands to catch up. These days, many companies are stuck in old habits, trying to stick a round peg into a square hole. Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time.
ProProfs Chat
FEBRUARY 28, 2018
Customer acquisition and conversion strategies have seen a remarkable number of innovations in the last few years. From website optimization through webinar marketing to social media, marketers have been experimenting with every opportunity to get their message across to their prospects. Live chat software is one such innovation, and probably the ultimate conversion hack tool.
Michelli Experience
FEBRUARY 28, 2018
Want more on service excellence and training? Read the blog post that inspired this. infographic. __. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli.
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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.
Up Your Service
FEBRUARY 28, 2018
Is the customer always right? Sometimes customers make mistakes, they get confused, they exaggerate, or even lie. So if they customer is wrong, what should you do? You can still make the customer “feel right” by agreeing with them on the importance of what they value. But there is a catch. The customer may not tell you what they value. In fact, they can even make it hard to know.
Eptica
FEBRUARY 28, 2018
Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers.
Oracle
FEBRUARY 28, 2018
This is a preview of an upcoming webinar: AI and the Future Role of the Salesperson , featuring Madhukar Kumar, Oracle’s VP of Product Strategy and Marketing for CX Cloud. Disruption may be a principle of progress; but the current pace of disruption can be maddening. This is especially true for salespeople desperate to show results today. The answers are always going to be the same.
Truthlab
FEBRUARY 28, 2018
Reading Time: 2 minutes Watch our Video on Digital Transformation & The Customer Experience or Read below for the full Transcript of the interview: Chris: What does customer experience mean to you? Kirsty: To me, excellent customer experience means ensuring that your customers have a seamless series of interactions across all of the different touch points of the journey […].
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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,
ForeSee
FEBRUARY 28, 2018
The National Retail Federation recently highlighted Tractor Supply’s winning customer experience and top spot in the annual ForeSee Retail CX Rankings report. In the interview, SVP and CIO Rob Mills. The post Betting the Farm on CX: Tractor Supply featured for its winning online experience appeared first on ForeSee.
Up Your Service
FEBRUARY 28, 2018
We see this all the time. A company knows they have a problem, they can see the problem, they know the problem will affect the customer, but don’t tell the customer until the very last minute. And then they really have a problem. Or they know they have a problem, but hope they can fix the problem with a last minute heroic effort, so they don’t tell the customer.
Solvvy
FEBRUARY 28, 2018
The post Customer Experience Investment: Making the Case on the ROI of Improved Customer Service appeared first on Solvvy.
ClientSuccess
FEBRUARY 28, 2018
Recorded Webinar Details. ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist , for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder. The webinar covers the topic of building customer advocates using The Customer Advocacy Ladder strategy.
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.
Forcivity Salesforce
FEBRUARY 28, 2018
This is the second in our series of reviews of Salesforce Field Service Lightning and Service Cloud vs ServiceMax, the two leading service management software solutions built 100% natively on the Salesforce.com platform. We are comparing Salesforce and ServiceMax products in major functional areas. ServiceMax has strong install base.
Service Strategies
FEBRUARY 28, 2018
Customer retention and the cultivation of brand loyalty is a priority for all businesses regardless of size or industry. With a steady rise in customer acquisition costs, businesses need to invent and adopt a proactive role when it comes to retaining clients. The post Thee Tips To Improve Client Retention appeared first on Service Strategies.
Confirmit
FEBRUARY 28, 2018
While high-level metrics and reporting are enlightening, metrics alone don’t provide the level of detail businesses need and a detailed analysis of reports is often extremely labor intensive. Confirmit’s Discovery Analytics is an easy-to-use solution that helps analysts interact with, explore, and visualize data collected from Voice of the Customer, Voice of the Employee, and Market Research programs.
CSM Magazine
FEBRUARY 28, 2018
The era of the smartphone is now, and it certainly won’t be dying down anytime soon. In order to stay competitive, businesses need to create a user-friendly journey for their customers, regardless of what device is being used. Having a website that isn’t mobile-friendly in 2018 means you can say goodbye to leads and customers. While it’s necessary to make sure that your company’s website is mobile-friendly, it’s equally important to consider whether you could benefit from a mobile app.
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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.
Confirmit
FEBRUARY 28, 2018
In this short video, Confirmit's Market Research experts talk about their views on the evolution of the MR industry, including the transition from telephone surveys towards online, mobile, Internet of Things, and social media research. You'll learn: How the use of mobile in research is changing the way in which surveys are created and how reporting is implemented.
CSM Magazine
FEBRUARY 28, 2018
As it turns out, you were made for customer service. You are always optimistic, you love a good challenge, and you collect outstanding reviews like lint in a clothes dryer. However, you’ve enjoyed a high status in your customer service department for long enough – now what? Customer service is an excellent stepping stone to prestigious positions within a business.
NICE inContact
FEBRUARY 28, 2018
Why come to Interactions 2018? There’s no better place to learn, network and have fun when 2,100 professionals and experts congregate May 14-16 in Orlando for the largest, most informative event in our industry. REGISTER NOW! Still hesitating? Here are five reasons why you should attend: An agenda packed with relevant, useful content for delivering outstanding customer experiences and improving business results.
CSM Magazine
FEBRUARY 28, 2018
Client care, brand reputation and new technology have emerged as the top priorities for Legal Practices, in the third annual survey carried out by UK legal technology innovator Zylpha. In all, 92% of respondents feel that optimizing Client Care is now the main objective, albeit this contrasted with a figure of 78% when the survey was conducted last year.
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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?
CSM Magazine
FEBRUARY 28, 2018
The final mile of a customer’s delivery is often the final straw according to new research from eDelivery EXPO. . eDelivery EXPO, a leading event for retail fulfilment has launched the results of its ‘The Importance of the Final Mile’ research which investigated 2,000 UK consumers’ perceptions and experiences of the delivery of goods purchased online.
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