Truthlab

OCTOBER 31, 2018

Do you have a good Net Promoter Score (NPS)? Great, but that’s not enough. Dig deeper if you want great end-to-end customer experience (CX). Dig deeper if you’re going to retain those “promoters” and convert those “detractors” into satisfied customers. Just because you have an excellent NPS score doesn’t mean you’ve won at CX, and […] The post Falling Under the Magic Spell of NPS Undermines a Focus on Quality Customer Experience (CX) appeare

NPS 86

NPS Net Promoter Score Customer Experience Customers 86

ProProfs Chat

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today.

Customer Experience 106

Customer Experience Marketing How To Social Media 106

Interactions

OCTOBER 31, 2018

While we know that the future of AI doesn’t consist. Read more » The post The AI Creep-O-Meter appeared first on Interactions Resource Center.

Resources 62

Resources Interaction 62

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Uniphore

OCTOBER 31, 2018

While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.

Strategy 100

Strategy Company 100

Uniphore

OCTOBER 31, 2018

Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.

Consulting 100

Consulting Groups Company 100

Bold360

OCTOBER 31, 2018

Imagine this: You need something to wear for a special occasion, so you head to your favorite clothing store. There are plenty of associates around, but they just stand there, ignoring you. You have a question about the price of an item, so you search out someone to help. After asking your question, you just stand there awkwardly waiting for an answer.

Chatbots 76

Chatbots Wait Times Video Customer Engagement 76

Uniphore

OCTOBER 31, 2018

So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be. The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc.

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100

Chadwick Martin Bailey

OCTOBER 31, 2018

You might be familiar with the 5 P’s of marketing (product, price, place, promotion, and people), but last week at the ITA Group annual sales kickoff meeting, I was introduced to another powerful set of P’s: The 5 P’s of ITA Group. While the 5 P’s of ITA Group are guiding principles that knit together the ITA Group Family ( which includes CMB ), they’ll also resonate with any business committed to providing world-class service to clients and customers.

Groups 72

Groups B2B Meeting Sales 72

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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

Uniphore

OCTOBER 31, 2018

Why do we want business users to build RPA bots in the first place? It’s no secret and I hear it in almost every organization I have observed throughout my tenure and it is a big reason why RPA (although existed for 20+ years) suddenly became mainstream a few years ago. The fact that in an organization, traditionally IT and business have not always seen eye to eye (I know, shocker right) and in many cases have not even looked each other in the eye for quite some time.

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100

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. Author: Pauline Ashenden - Marketing Manager Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

ReviewTrackers

OCTOBER 31, 2018

Social media teams should learn how to manage multiple Facebook Pages with Facebook Business Manager because of its ease of use. With Facebook’s management platform, you can set up a efficient system for your business Pages where you can manage all your locations pages through one brand page. The platform is helpful if you run, say, 100 fast food restaurants all under one brand name.

Management 56

Management How To Social Media System 56

Gainsight

OCTOBER 31, 2018

I’m reading this fabulous book right now that is perfect for anyone making important decisions— The Book of Why. The author, Judea Pearl, subtitled the work as “The New Science of Cause and Effect,” and the “new” part is what caught my eye. In the introduction, Pearl shares how the distinction between causation and correlation—and the science underlying this difference—is relatively new in the human situation.

Customer Success 61

Customer Success ROI Sales Groups 61

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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

NetBase

OCTOBER 31, 2018

As we celebrate Halloween, let’s take a moment to recognize the monsters hiding in your midst on social. Consumers don’t turn into gremlins overnight – so why are you letting them catch you off guard? Follow Social Listening Breadcrumbs. Nothing consumers think or feel should be a surprise if you’ve got social listening tools working for you. These tools point to every rustling leaf, every creaking door, every ominous footstep in social’s creepy mansion.

Analytics 59

Analytics Social Media Analysis Tools 59

FiveStars

OCTOBER 31, 2018

At Fivestars, we’re all about helping small businesses triumph against their big-box competitors. As one of the biggest shopping events rolls around this year, we wanted to share our Black Friday game plan to inspire your marketing strategy. The competition Big box retailers go hard for Black Friday—and they start early. Typically, the big players […].

How To 59

How To Retail Marketing Strategy 59

Alliance by IFS

OCTOBER 31, 2018

In this featured article from Field Service News , Astea’s Managing Director–EMEA John Hunt outlines three key areas of focus for field service companies looking to embrace digital transformation. D igital transformation has become something of a ‘buzz-term’ in executive boardrooms in all sectors over the last few years, particularly when it comes to field service delivery.

Management 50

Management How To Company 50

dscout People Nerds

OCTOBER 31, 2018

BallotReady’s deep dive into how to engage voters on political issues and create a more informed electorate.

Engagement 71

Engagement How To 71

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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,

Tips

Vocalabs

OCTOBER 31, 2018

Customer Feedback 101. Peter Leppik. Wed, 2018-10-31 14:36. Survey Design and Technique. I've noticed that to newcomers to Customer Experience sometimes want a quick reference for the best practices we've developed for customer feedback programs, and an easy way to get smart about some of the jargon we use. We've added a new section to our website, Customer Feedback 101.

Feedback 48

Feedback Survey Customers Metrics 48

Talkdesk

OCTOBER 31, 2018

Happy Halloween from Talkdesk! As a child, you were reassured time and again that the monster living under your bed was a figment of your vivid imagination. While that (hopefully) turned out to be the case, there are troves of “monsters” occupying the dark corners of contact centers that are impeding change and negatively impacting the customer experience in very real and measurable ways.

Contact Center 50

Contact Center Measurement Customer Experience Call Center 50

Magellan Solutions

OCTOBER 31, 2018

Five years after entrusting its certificate processing job to the Manila-based BPO company Magellan Solutions, a service and compliance leader in SaaS-based Certificate of Insurance continue to experience positive year-by-year growth in terms of the total number of certificates processed each year. “From the day we handled the project, the number of outputs has increased by 70 percent,” Alby Leyva, the senior team leader of the account, stated.

Insurance 49

Insurance Report System Meeting 49

NetBase

OCTOBER 31, 2018

National Novel Writing Month (NaNoWriMo) starts November 1 st and it happens worldwide. What is it exactly? It’s an opportunity for savvy social media listeners selling any products or services relevant to writers to target this niche group for a full month! And although it started in San Francisco (way back in 1999), we find a significant – and growing – UK contingent participating, Possibly inspired by J.K.

Social Media 49

Social Media Retail Groups Advertising 49

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

The DiJulius Group

OCTOBER 31, 2018

One of my favorite sayings when it comes to customer service is this: “The best customer service companies are the best storytelling companies.” All companies should strive to share stories that paint the picture of the great things their team members do. But, collecting those stories can really pose a challenge. Here are two ways. Read Full Article.

Groups 47

Groups Customers Customer Service Company 47

Influitive

OCTOBER 31, 2018

Customer advocates can do a lot more than just share your tweets. In fact, using your advocates to support your marketing efforts is only the tip of the iceberg. Advocates can improve your business not only throughout the customer lifecycle, but also across many departments. One popular trend is to use advocates to bolster the.

Customer Success 45

Customer Success Tips Trends Marketing 45

Playvox

OCTOBER 31, 2018

Have you ever been so unsatisfied with a business’s customer service that you simply refused to buy from them again? If so, you’re not alone. Almost 50 percent of consumers will abandon a brand — even one they have used for years — after experiencing bad service.

Consumers 41

Consumers Brands Customer Service Customers 41

SaleMove

OCTOBER 31, 2018

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before the

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

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Training

MyCustomer

OCTOBER 31, 2018

1st Nov 2018. Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organisational silos, data. By. Neil Russell-Smith. Head of Marketing, EMEA.

Omni-Channel 40

Omni-Channel How To Data Marketing 40

SaleMove

OCTOBER 31, 2018

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before the

Customer Service 40

Customer Service Wireless Poor Customer Service Study 40

Think Customers

OCTOBER 31, 2018

Patagonia is endorsing two political candidates. Nike’s Colin Kaepernick ad spurred some customers to burn their sneakers. Are brands throwing out the rulebook on avoiding social and political topics? Yes and no. At Incite Group’s Brand Marketing Summit, marketers explained why they’re wading into sensitive topics. “Consumers are craving brands that have a point of view,” said Jill Cress, chief marketing and communications officer of National Geographic Partners.

Brands 40

Brands Marketing Consumers Communication 40