GetFeedback
SEPTEMBER 5, 2018
These days, people engage with brands through a number of different avenues, especially digital channels like social media, emails, and live chat. And in order for brands to grow and build meaningful relationships with their customers in today’s industry, they need to be available on these various channels by adopting an omnichannel approach. What is the omnichannel approach?
CX Journey
SEPTEMBER 5, 2018
Today I'm pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about. Ideally, a strong brand identity will mesh both your needs and those of your customer. 77 percent of B2B marketers say that proper branding plays a big role in company growth.
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InMoment XI
SEPTEMBER 5, 2018
We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives. Sometimes this need is indirect, an implication from questions like, “How can I convince senior leadership to buy in to my CX roadmap?” To, “Our execs don’t seem to. View Article.
Promoter.io
SEPTEMBER 5, 2018
I’m going to teach you a little trick — one you can use to impress your friends at dinner or your co-workers at your next meeting. What you’re going to do is draw four shapes on a piece of paper: A triangle, a circle, a square and a squiggly line. Don’t let your friends see [.]. The post Using Your NPS Data to Build An Ideal Customer Persona (and then 10x your growth with personalization) appeared first on Promoter.io Blog.
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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.
NICE inContact
SEPTEMBER 5, 2018
Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
SEPTEMBER 5, 2018
Omnichannel is more than a buzzword. It represents a shift in the way we companies engage customers. Learn why more and more brands are adopting it.
Omnicus
SEPTEMBER 5, 2018
Keeping up with trends that revolutionized the customer service industry.
Forrester's Customer Insights
SEPTEMBER 5, 2018
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk. Taking a step […].
One Millimeter Mindset
SEPTEMBER 5, 2018
How are your best value added customer experience efforts sabotaged, both pre- and post-sale? What you do, when you are not actively selling, engineering, coding and serving, adds value to each customer’s experience of how it is to work with you. Like the key players on a sports team, what they do when they do not have the ball makes all the difference in the outcome of the game.
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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.
ShepHyken
SEPTEMBER 5, 2018
We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. It’s easy to teach the basics. They are part of the operation and the process. They happen every day. But, sometimes there are opportunities to deliver customer service when it’s not expected.
Amity
SEPTEMBER 5, 2018
You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
LoyaltyPlus
SEPTEMBER 5, 2018
Recognising, rewarding and retaining ‘high value customers’. Leading software solutions provider and independent CRM firm LoyaltyPlus offers practical advice and insight. In an increasingly tough economic environment, businesses must do all they can to not only attract new customers, but look after existing ones – especially those who are categorised as ‘high value’ or absolutely essential to the survival of the business.
ReviewTrackers
SEPTEMBER 5, 2018
Succeeding in the restaurant industry requires a boost in online presence, which is why it’s important to list your establishment on Zomato Business. The dining-focused website lists over one million restaurants in 10,000 cities and across 24 countries. Aside from the standard offering of business listings and customer reviews, Zomato also offers other features including delivery service and a point-of-sale system (POS). .
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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,
transcosmos Information Systems
SEPTEMBER 5, 2018
During ancient times when the internet was but a fledgeling piece of technology, man relied on archaic ways like the reliable word-of-mouth when looking for reviews about certain consumer products or services before procuring them. If you need to purchase a new television, you ask a relative, a friend or a co-worker to help you make that decision. These days, things are done differently.
Oracle
SEPTEMBER 5, 2018
Living is an inherently emotional business, be it consuming goods, selecting our life partners, or choosing which career to pursue. Emotions play a central role in social cognition and decision making, as highlighted by neuroscientist Antonio Damasio’s research. The same is true for decision making related to shopping. Our choice to purchase a product or service is the end result of an intricate emotional process, conscious and subconscious, influenced by our daily mood, immediate environm
Second to None
SEPTEMBER 5, 2018
Interactions with customers are an inevitability for all brands, but the way that these interactions occur varies greatly across different industries. It is important that your leadership team is expertly aware of how employees are performing within these individual instances. These moments take place every day, online , on-the-phone or in-store , and each individual instance shapes the overall perception that consumers have of your brand.
UserReplay
SEPTEMBER 5, 2018
With Artificial Intelligence (AI) technologies accelerating at rapid pace so too is the potential to. The post Better Track and Action CX appeared first on UserReplay.
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.
Forrester's Customer Insights
SEPTEMBER 5, 2018
Eighty-six percent of CX professionals we recently surveyed say that the ROI of CX isn’t well established in their firm. Yikes! To be fair, building a CX business case can be hard. And even when you’ve built one, you may discover that it’s not compelling enough and therefore you miss out on the funding you […].
Interactions
SEPTEMBER 5, 2018
SEPTEMBER 5, 2018 There are many who would say that Natural. Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center.
LiveChat
SEPTEMBER 5, 2018
Recording or hosting live product demos is a great way for inbound sales teams to better connect with customers. No matter what you sell, the product demo can move a lead along by showing the range of features and benefits in one comprehensive experience. A demo isn’t necessarily an opportunity to close deals, but rather a way to move a prospect toward purchase by giving them a real-life experience with your product.
Playvox
SEPTEMBER 5, 2018
Consumers have more power than ever today. The internet offers disgruntled buyers a valuable platform on which to air their grievances and influence fellow buyers’ decisions.
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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.
ClientSuccess
SEPTEMBER 5, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Alliance by IFS
SEPTEMBER 5, 2018
Last week’s Field Service Amelia Island was another great trade show event for the Astea International team. We had a great time meeting talented people and unveiling our new website and software version release of Alliance Enterprise. Along with our partners at XOi Technologies, we provided live demos of our integrated field service management and visual intelligence solution, and we were happy to host a private wine tasting experience for a small group of attendees.
SAP Customer Experience
SEPTEMBER 5, 2018
Improving the sales experience for happier customers. Jennifer Kling. Wed, 09/05/2018 - 06:55.
Brad Cleveland Blog
SEPTEMBER 5, 2018
Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer service team. Educate each person on how much impact he or she has on the … Continue reading → The post Reinforce the “Power of One” appeared first on Brad Cleveland.
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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?
Kustomer
SEPTEMBER 5, 2018
Read Our White Paper on the DTC Experience HERE. The Direct-to-Consumer (DTC) revolution is shaking the foundation of retail business. As digital advancements make it even easier to cut out middlemen and deliver totally new kinds of experiences, customers have come to demand DTC brands provide them with the same kind of convenient, personalized and memorable experiences they get from traditional stores.
Brad Cleveland Blog
SEPTEMBER 5, 2018
Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer service team. Educate each person on how much impact he or she has on the queue—incorporate these or similar scenarios into training. Develop reasonable expectations for adherence to schedules.
iCiDIGITAL
SEPTEMBER 5, 2018
Imagine you’re a multi-billion dollar business with thousands of employees that are constantly creating and manipulating content. If you could cut each employee’s workload by just thirty minutes a day, billions of dollars could be saved before the end of the year. Adobe Experience Manager (AEM) 6.4 can help you accomplish this. AEM 6.4 Upgrade – Why Do I Need It?
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