AskNicely
JANUARY 29, 2018
What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? A lot, actually. Auror: Making the World a Safer Place with Data. Auror is a New Zealand-based SaaS company that provides real-time crime intelligence. In other words, they provide retailers and law enforcement agencies get the right information at the right time to help them solve crimes as quickly as possible.
Alida
JANUARY 29, 2018
An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular.
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Steve DiGioia
JANUARY 29, 2018
…so what’s stopping you? This original article was written by Steve DiGioia. Close your eyes. Imagine walking into a store and are immediately met by a pleasant employee with one goal in mind; to ensure you find the best product that suits your needs exactly as you wish. No need to look for help, she’s already there and knows the products like the back of her hand.
ShepHyken
JANUARY 29, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. (LiveChat) The report contains key customer service findings from 2017 and trends for 2018.
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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.
Wired and Dangerous
JANUARY 29, 2018
It was too early to pick up our teenager, so we decided to grab a quick dinner at Prime Restaurant in the mall. Our service antenna registered we were in for a great experience as we met James who would be our server. We knew we were in for a treat when we questioned James about our initial choice of wine. He rapidly shook his head and stated emphatically our choice was not a wise one.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
emcien
JANUARY 29, 2018
Businesses all over are clamoring to capitalize on the enormous potential of predictive analytics. But they are being held back by a set of common real-world problems. One of the biggest obstacles is dirty data. In fact, in most every meeting we have with company executives, there comes a point in the conversation where they admit that their data is a mess and they worry that having imperfect data will impede progress.
Rant And Rave
JANUARY 29, 2018
There are employees who get it and are highly motivated; they understand what their roles are and what is expected of them. But at the other end of the spectrum, there are other employees who don't get it.
Helen Dewdney
JANUARY 29, 2018
Have you ever ordered a takeaway that has taken significantly longer than advertised to deliver? A consumer is totally within their rights to reject the order when it arrives. Consumers have a right to a discount on the order if they decide to keep it. In fact, if the delivery was so late that the consumer has had to order another takeaway at additional cost to the original order, they could argue that in law they are entitled to the difference too.
natero
JANUARY 29, 2018
Natero connects with a long list of popular business apps , and we're excited to announce our newest batch of direct integrations! Google Calendar, TeamSupport, FreshBooks, and Pendo are the latest sources of customer data for our ever-expanding Customer Success platform.
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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.
Enalyzer
JANUARY 29, 2018
With surveys, timing is everything. Poorly scheduled surveys can lead to a low response rate and render your hard work irrelevant so it’s important that you create a timeline for when your survey opens/closes, as well as when to send survey invitations and reminders. Woah – sounds time-consuming, but what if we told you that all of this can be done automatically?
ERDM
JANUARY 29, 2018
Article by Ernan Roman Featured on CustomerThink.com You know the saying, "two heads are better than one"? For many companies, this phrase is playing out in new marketing partnerships which allow for better consumer experiences than either company could provide on their own. Amazon and Kohl's Bridging Clicks with Bricks. Recently Kohl's announced that it will begin accepting Amazon.com returns at certain U.S. locations, where they will pack and ship eligible items — back to an Amazon fulfillment
Enalyzer
JANUARY 29, 2018
Looks don’t matter? Try again. First impressions are crucial at job interviews, first dates, meeting the in-laws and when inviting people to answer your survey. Looks are not the only thing that matters, true, however, all the time you’ve spent crafting your survey invitation and reminder won’t matter if your invitation doesn’t grab people’s attention.
CX University
JANUARY 29, 2018
CX University (CXU) announces today a new partnership with Montgomery County Community College (MCCC) that will grant students who complete CXU’s Online Course programs to earn college credits. Both employers and employees will benefit from this new partnership. Employers will benefit by gaining a more knowledgeable, skilled workforce that can improve their business performance.
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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,
West Monroe
JANUARY 29, 2018
Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty. Multiple speakers echoed the theme that changes in technology, customer expectations, legislation, new business models, and dynamic market forces often lead to more questions than answers.
Confirmit
JANUARY 29, 2018
In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. In this webinar, Claire Sporton, Vice President, Customer Experience Management, Confirmit and Steve Hurst, Editor, Engage Business Media discussed some of the key highlights of the report.
Strativity
JANUARY 29, 2018
Loyalty Management Q4 2017. Culture can be measured very simply by two critical factors. The first gauge for culture is what people say and do when their CEO isn’t looking. It is the real deal in every company. When you listen to the unfiltered memes in the organization, you get a sense of the true culture. In short, it is not what’s on the wall but rather what’s in the employees’ souls.
CSM Magazine
JANUARY 29, 2018
Dealing with upset customers is like feeding bears. Most will be happy you’re there, but a few will get upset if you don’t give them what they want. When things go wrong, how well is your team equipped? Based on my experience of with dealing with stressed customers I’ve put together this list of six frequently asked questions about how to deal with internet trolls and regain lost trust with upset customers.
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.
Oracle
JANUARY 29, 2018
“The consequences of our actions are always so complicated, so diverse, that predicting the future is a very difficult business indeed.” Prof. Albus Dumbledore. There are many emerging trends in the world of Configure-Price-Quote (CPQ software)?several of them well-documented and often part of the natural progression of current technology.
CSM Magazine
JANUARY 29, 2018
If a company is to be truly effective, the organizational chart should be upside down with the leader on the bottom. His or her role should really be to encourage, empower, and energize their team to perform at their best. In addition, they need to provide their staff with the proper resources, training, and coaching. A critical issue is that many leaders get bogged down with a multitude of things, including dealing with stockholders, monitoring competitors, etc.
Esteban Kolsky
JANUARY 29, 2018
On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience. It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.
CSM Magazine
JANUARY 29, 2018
There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. A company that values its customer’s business may set up a designated customer support team for complaints and feedback, but a customer centric company will put the needs of customers at the forefront of operations and ensure that all members of the team are on the same page.
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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.
Maru/HUB
JANUARY 29, 2018
Last week, Amazon opened its doors to the first ever cashier-less grocery store in Seattle, Washington, ushering in a decidedly new era in customer experience. The store, Amazon Go, boasts a streamlined approach to the shopping experience, allowing the customer to grab items and walk out of the store without having to stand in a line. But what does Amazon Go mean for the customer experience?
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