Fri.Jul 27, 2018

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Back to School Spending: Infographic

QuestionPro Audience

Hear that? That’s the sound of moms across the country rejoicing and children crying. And that means it’s almost time for kiddos to head back to school after summer vacation. But heading back to school isn’t as easy as waving goodbye as the kids board the school bus. Supplies, clothing, electronics…there is a lot of money that will be spent before September.

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5 Powerful Marketing Strategies That Maximize Customer Engagement

ProProfs Chat

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience. And while customer service and customer experience are fairly simple to comprehend, what about customer engagement?

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Are You Using This Communication Tool To Best Effect?

Beyond Philosophy

Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from an leader and from a marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do. The post Are You Using This Communication Tool To Best Effect? appeared first on.

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Making Journey Maps Useful: CX Measurement Edition

Forrester's Customer Insights

Of course you should use journey maps to define CX metrics — it’s the only way to define outside-in CX metrics that: Capture important pain or peak points. Measure the right CX drivers. Align operational metrics with customers’ expectations (e.g., how you measure delivery times). But why are only 39% of CX pros using journey maps […].

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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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How to Create an Amazing Personalized Customer Experience

CSM Magazine

Shep Hyken is blown away by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience, and the way they went about it is an excellent lesson we all can learn from.

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Why 99.9% Customer Satisfaction is Not Good Enough

CSM Magazine

Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference. Most people think that 99% satisfaction is good enough… but is it? If 99.9% was good enough, then: Two airliners would crash each and every day. The IRS would lose approximately 2 million documents a year.

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Whitepaper: Digital Transformation for the Service Enterprise

Alliance by IFS

In this whitepaper from The Service Council, see how service leaders are creating new business models which utilize the latest technology to transform the customer experience. Though virtually all service leaders agree that it’s important for their business to wade into digital waters, only 1/3 believe that they currently have the talent in place to support their digital business strategy.

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6 Ways to Deal with Angry Customers

CSM Magazine

Myra Golden’s original video on handling angry customers has been watched more than a million times on YouTube. In this article Myra shares her updated tips for dealing with the most demanding customers. 1. Create Calm. The first thing you need to do with demanding and unreasonable customers is create calm. Create calm by using anti-inflammatory words and using words that show the customer that getting to the bottom of the problem is as important to you, as it is to them.

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Whitepaper: Digital Transformation for the Service Enterprise

Alliance by IFS

In this whitepaper from The Service Council, see how service leaders are creating new business models which utilize the latest technology to transform the customer experience. Though virtually all service leaders agree that it’s important for their business to wade into digital waters, only 1/3 believe that they currently have the talent in place to support their digital business strategy.

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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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9 Tips to Write Re-Engagement Emails that Get Results

LiveChat

Over time you will build up a list of inactive subscribers. These are people who, for a variety of reasons, haven’t engaged in a while. It’s worth your time to boot up a re-engagement campaign every now and then. If you go about it effectively, you can re-engage quite a few people and get some conversions down the line out of your efforts. It’s also a good idea because once you are sure the subscriber isn’t interested, you can take them off your list, tidying up your subscriber list and improvin

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You May Be P-Hacking and Don't Even Know It

Vocalabs

You May Be P-Hacking and Don't Even Know It. by Peter Leppik. on Fri, 2018-07-27 10:42. Analysis. P-Hacking is a big problem. It can lead to bad decisions, wasted effort, and misplaced confidence in how your business works. P-Hacking sounds like something you do to pass a drug test. Actually, it's something you do to pass a statistical test. "P" refers to the "P" value, the probability that an observed result is the result of random chance and not something real.

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B2B Customer Success and Customer Relationship Management

TeamSupport

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.

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QuickBooks Online Feedback and Repeat Business Automations

Feedb

We have just released new automatons available to QuickBooks Online users that besides automating the feedback request process after an invoice is created or paid, can also automate the sending of email messages and offers when certain criteria is met. Now, you can easily increase repeat business by for example sending an offer automatically to a customer if he doesn’t buy again after 60 days.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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AI Vs Live Agents- Will AI Replace People in Customer Support?

Call Center Pros

It’s annoying when you need an instant solution to your problem, but you can’t get it. It’s disappointing and you can even think about leaving for other brands. How sad is that? Technology advances every day and because of that, we all have the dream of having all our problems resolved at a click of a button. No matter the difficulty, people want instant solutions and quality experiences.

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QuickBooks Online Feedback and Repeat Business Automations

Feedb

We have just released new automatons available to QuickBooks Online users that besides automating the feedback request process after an invoice is created or paid, can also automate the sending of email messages and offers when certain criteria is met. Now, you can easily increase repeat business by for example sending an offer automatically to a customer if he doesn’t buy again after 60 days.

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B2B Customer Success and Customer Relationship Management

TeamSupport

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.

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QuickBooks Online Feedback and Repeat Business Automations

Feedb

We have just released new automatons available to QuickBooks Online users that besides automating the feedback request process after an invoice is created or paid, can also automate the sending of email messages and offers when certain criteria is met. Now, you can easily increase repeat business by for example sending an offer automatically to a customer if he doesn’t buy again after 60 days.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Adobe Leading the Industry for Customer Analytics Solutions

iCiDIGITAL

Adobe leads the Customer Analytics field according to the recent Q2 2018 Forrester Wave report. Adobe Analytics allows you to self-explore the data as well as using advanced analytical capability to automate insight discovery, all within a nice UI. . It’s inclusion as part of the larger Adobe Experience Cloud lets you quickly convert that insight into action with Adobe Target and/or Campaign to deliver unique customer experiences at scale and also quantify the marketing lift of those e

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How to Create a Personalized Customer Experience

CSM Magazine

Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience, and the way they went about it is an excellent lesson we all can learn from.

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Limitations of Using Social Media Exclusively to Measure CX – Part Two

InMoment XI

“Social media is all I need to understand my customers. We don’t need our CX programme anymore.” So said the senior manager in charge of CX at an unnamed global organization. With respect, I’m not so sure. I want to continue our discussion about the concerns and limitations surrounding this position. Based on the response. View Article.

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How to Respond to Employees’ Questions: Teach, Tell or Ask

CSM Magazine

Asking questions to gather knowledge is a major learning method for employees at all levels of an organization, and it a major responsibility of the manager to help them. Let’s say that in the course of your daily work, an employee comes to you with a situation that she doesn’t know how to handle. She may have tried one or more ways to solve the problem, but they didn’t resolve the situation.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Five Myths Of Digital Transformation

Forrester's Customer Insights

Since I first wrote about digital transformation back at the end of 2012, the term has become wildly overhyped. Since CEOs are now at least asking about digital transformation, and every technology vendor now claims expertise in digital transformation, it’s time to burst a few of the myths surrounding digital transformation. But first, let’s recap […].

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Caution: Don’t View Contact Center Performance Measures in Isolation

Brad Cleveland Blog

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.

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The Facebook And Twitter Q2 Earnings Story: Quality Over Quantity

Forrester's Customer Insights

What you’ll hear from the press this week: Facebook missed its earnings for the first time since 2015. But in our world, 43% YOY increase in revenue and 11% YOY increase in DAUs and MAUs is still a solid performance. Facebook continues to diversify by augmenting its core Facebook social network with ancillary products (Instagram, […].

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Caution: Don’t View Contact Center Performance Measures in Isolation

Brad Cleveland Blog

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.

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Brick & Mortar Retail Relevance: How to Stay Ahead of the Curve

Speaker: Jay Black, Senior Account Executive

Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an

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Ready for the Future? Ask Your Body

Forrester's Customer Insights

Are you future-ready? Your body contains the secrets to your behavior, including future readiness. Though obvious, most of us fail to recognize this day to day. We think that our brains — our minds — make decisions about how we should feel, what we should do. But the decision of what to wear to work […].

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Guest Blog: Deconstructing A Textbook Customer Service Email Exchange – My Allbirds Experience

ShepHyken

This week we feature an article by David Martin who shares an Amazing customer service experience he had with Allbirds shoe company. – Shep Hyken. Congeniality, proactive problem-solving, and a genuine follow up made me an Allbirds fan. Here’s how Adrianna turned my purchasing gaffe into a textbook customer service experience. So here’s the problem: If you’re a regular traveler, then you know how hard it is to find good shoes for a trip.

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Customer Service Operations Rest On Mature Technologies, But Emerging Ones Add Differentiation

Forrester's Customer Insights

Great customer service helps control costs as companies squeeze out operational efficiencies. It also fuels sustainable top-line revenue growth by providing differentiated experiences that keep customers loyal to your brand. We just finished assessing 20 of the most important technologies in the customer service in terms of their maturity and business value.