Thu.Jul 26, 2018

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Customer Experience Software Guide

ReviewTrackers

How well do you know and understand your customers? This is a question that customer experience software can help you answer. By providing you with the necessary tools, data, and technology, CX software will enable you to achieve a more accurate and complete picture of who your customers are, what their needs and wants are, and how to best engage with them.

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4 Ways to Take Customer Satisfaction to the Next Level

Oracle

72% of businesses say improving customer experience is their top priority, according to Forrester. And there’s a good reason for it — when satisfaction is at an all time high, revenue and customer loyalty increases. Here are 4 ways brands can take their customer satisfaction to the next level. Personalize shopping experiences. According to research by Accenture , 75% of shoppers are more likely to buy from retailers that: recognize them by name, recommend options based on prior purch

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From Value To The Experience Economy: What Happened To Just Getting A Good Deal?

Truthlab

Reading Time: 3 minutes The experience economy has changed how businesses create value once again. Rather than physical goods and services, the experience economy emphasizes, as one might expect, experience over everything else. The concept was named in several different publications over the course of the mid to late-1990s, including in an article titled “Welcome to the Experience Economy” […].

Course 54
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Is Your Creative Just Creative—Or Does It Sell, Too?

QuestionPro Audience

Creativity is indispensable to branding and any marketing strategy in general. It was Albert Einstein who famously said, “Imagination is more important than knowledge.”. The problem is when creative departments overlook “knowledge” in their initiatives. In reality, data-driven creativity bolsters customer activation, whether it’s a radio ad or an email campaign.

Roadmap 170
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From Data to Decisions: Maximizing Retail Potential with AI

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.

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4 Ways to Get More Out of Your NPS

AskNicely

Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way to measure CX. By now you’re either on the bandwagon or you’re lagging behind your competition. But if all you’re doing is sending out yearly surveys to your customer list, you’re missing out. Here are four ways to get more out of your NPS survey: 1.

NPS 150

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How Do You Keep Up With Customer Expectations?

Beyond Philosophy

Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.

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How to Unite Silos Across Multiple Government Agencies to Streamline a CX Transformation

Customer Bliss

We know how difficult it can be to unite silos within your own organization; now imagine you had to unite silos across 17 different state agencies! That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

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3 Tips To Create A Great Banking Touchpoint Survey

Centriam Customer Experience Lab

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Press Release: NSC Global Selects Astea Alliance™ for Worldwide Growth

Alliance by IFS

Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that NSC Global, a multinational IT services company, has selected the Astea Alliance™ cloud-based field service management and mobility platform to unify, optimize and grow its complex international service operation. NSC Global fulfills service requests from its clients around the globe by leveraging an intricate mix of resources that includes direct employees and online wor

Trends 85
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The State of Customer Onboarding 2024

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.

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Voice of the Customer: 5 Steps to Success

Confirmit

Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey” For dedicated CEM professionals, a VoC program is simply the “right thing to do” However, while some organizations just “get”

CEM 70
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How to Write a Compelling Customer Success Job Posting

Amity

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates. You’ll learn what content to include, why, and how to structure it so applicants know exactly what you’re looking for in your customer success position.

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10 Actionable Tips For Sourcing High Quality Feedback From Your Advocates

Influitive

Customer feedback isn’t just a nice-to-have. For any organization that is committed to creating a second-to-none customer experience, regularly sourcing customer feedback is mission critical. Feedback enables you to constantly iterate on your products, optimize the customer journey, and include customer voices in everything you do. With it, your customers can be the engine behind.

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Can Better Questions Lead to More Wallet Share?

Integrity Solutions

by Mike Fisher Every week, a customer comes into the bank branch to make his business deposits. It’s a routine he’s been doing for years. And then one day, after exchanging the usual pleasantries, the teller asks him if he’s familiar with the bank’s mobile deposit solution. The customer is floored. He didn’t even know the bank offered remote deposits.

Banking 58
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Top 5 Ways to Optimize Your Loyalty Strategy

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

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Find a Vendor That Provides Insights On Top Of Data Collection

Second to None

Collecting data on a consistent basis is a key step of providing an excellent experience to your customers. However, this data will be rendered useless if there is not a streamlined system that allows your team members to easily access, analyze and act-on this information. Finding conclusive action priorities from the massive pile of data you have collected is a challenging and complex process, and ideally you are working with a vendor that possesses the knowledge to filter through this informat

Data 54
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MS Campaign Brings 10% Daily Conversion For An Education Services Provider

Magellan Solutions

An online and campus education services provider saw significant improvement in its conversion eight months after Magellan Solutions handled its lead generation campaign. The client teamed up with Magellan Solutions because of the referral of a previous client. Apparently, Magellan Solutions and the previous client established a good relationship during the course of their partnership.

Sales 58
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Press Release: NSC Global Selects Astea Alliance for Worldwide Growth

Alliance by IFS

Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that NSC Global, a multinational IT services company, has selected the Astea Alliance™ cloud-based field service management and mobility platform to unify, optimize and grow its complex international service operation. NSC Global fulfills service requests from its clients around the globe by leveraging an intricate mix of resources that includes direct employees and online wor

Trends 50
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The Ultimate Guide to Creating an Amazing Customer Experience Strategy

Playvox

The power of a positive customer experience simply cannot be underestimated. Though this is not the same as customer service, the two go hand in hand: any buyers experiencing difficulty with your website, looking for general assistance or wishing to make a complaint are likely to contact your support agents. The way in which your team handles their query will affect their opinion of your brand.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Introducing the 2018 Lithium Stars!

Lithium

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like. These Stars are the heart and soul of Lithium.

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Increasing your Survey Response Rate

Survicate

A Survey Response Rate, according to the best definition, is the number of people who answered a survey, divided by the number of people in the sample, that is those who were subjected to the survey. In business, the amount of people you can get to take your survey are your survey response rate and the amount you make feedback off. If you are looking to increase the survey response rate of your surveys, chances are you have already reached that frustrating moment when you realize most research o

Survey 40
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The Latest Customer Success Story: Visa

Lithium

When Visa opened its network through APIs, they needed a way for external developers to connect to the Visa Developer team, interact with each other, be inspired, and get educational and support articles. Visa sought out the Lithium platform to provide a forum-centered, support community where discussions could be had, engagements would be made and inspiration could occur for developers across the globe.

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Persona Spotlight: Event Attendee

CXApp

WHAT: Event attendees come to your event primarily for two reasons: to learn something and to connect or network with peers. Organizations have events all year long that attract attendees on the on-set and then craft an event that meets business initiatives and hopefully the customer experience journey. WHY: Events are big business. But what attendees want and what is actually being delivered are two different things.

Trends 40
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Introducing the 2018 Lithium Stars!

Lithium

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like. These Stars are the heart and soul of Lithium.

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A Practitioner's Guide to NPS Surveys

Chattermill

A Practitioner's Guide to NPS Surveys. by Sam Frampton. on 27 Jul 2018. NPS Surveys. NPS guide. NPS best practices | Most effective way to send NPS surveys. The Ultimate Guide to NPS | Chapter 2. Now that you know what your business’ Net Promoter Score is, why it’s useful and how to calculate it, you’re probably ready to find out how your business is scoring right now so you can put those metrics to good use.

NPS 40
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The Latest Customer Success Story: Visa

Lithium

When Visa opened its network through APIs, they needed a way for external developers to connect to the Visa Developer team, interact with each other, be inspired, and get educational and support articles. Visa sought out the Lithium platform to provide a forum-centered, support community where discussions could be had, engagements would be made and inspiration could occur for developers across the globe.

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A Practitioner's Guide to NPS Surveys

Chattermill

A Practitioner's Guide to NPS Surveys. by Sam Frampton. on 27 Jul 2018. NPS Surveys. NPS best practices | Most effective way to send NPS surveys. NPS Chapter 2. Now that you know what your business’ Net Promoter Score is, why it’s useful and how to calculate it, you’re probably ready to find out how your business is scoring right now so you can put those metrics to good use.

NPS 40
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How Personalized Customer Experiences Drive Retail Growth and Revenue

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

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Introducing the 2018 Lithium Stars!

Lithium

This morning, we announced the 2018 Stars slate and it was another amazing year of contribution, engagement, and talent from our awesome contributors. We are extremely grateful for our superusers and advocates who make our community thrive and continue to push the envelope on what amazing digital customer care and engagement should look like. These Stars are the heart and soul of Lithium.

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Persona Spotlight: Event Attendee

CXApp

WHAT: Event attendees come to your event primarily for two reasons: to learn something and to connect or network with peers. Organizations have events all year long that attract attendees on the on-set and then craft an event that meets business initiatives and hopefully the customer experience journey. WHY: Events are big business. But what attendees want and what is actually being delivered are two different things.

Trends 40
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The Latest Customer Success Story: Visa

Lithium

When Visa opened its network through APIs, they needed a way for external developers to connect to the Visa Developer team, interact with each other, be inspired, and get educational and support articles. Visa sought out the Lithium platform to provide a forum-centered, support community where discussions could be had, engagements would be made and inspiration could occur for developers across the globe.