Amity

JANUARY 9, 2019

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It’s where you start to see the positive impact CS can have on the entire organization and how CS is truly a cross-functional business discipline.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

Wired and Dangerous

JANUARY 9, 2019

Copyright: floralset / 123RF Stock Photo. Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service!

Insurance 70

Insurance Banking Policies Sales 70

One Millimeter Mindset

JANUARY 9, 2019

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Simply because of where, and to whom, your organization is listening. Are customers talking to bots and responding to prompts via digital interfaces?

Customer Experience 66

Customer Experience Customer Retention Customer Voice Customers 66

ShepHyken

JANUARY 9, 2019

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a customer service “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to.

Customer Service 125

Customer Service Customer Service Training Training Customers 125

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

CX Journey

JANUARY 9, 2019

Sleeping (not dead!) horse image courtesy of Pixabay I challenge you think about things differently in 2019. What got us here won't get us there, right? I recently came across The Tribal Wisdom of the Dakota Indians , a 1999 article in the Guardian, that I felt needed to be resurrected. I had never seen this before. You can read the article by clicking the link above, but here it is in its entirety.

Study 90

Study Strategy Training System 90

Oracle

JANUARY 9, 2019

A new year brings endless potential for great – and not so great – customer experiences. According to Forrester , the Forrester’s 2018 Customer Experience Index shows that “companies are struggling to create and sustain a human connection with their customers.” So, at Modern CX 2018, we asked a group of CX pros designated as “CX Heroes” to offer their advice and guidance to fellow practitioners on creating exceptional customer experiences.

Tips 80

Tips Customer Experience Roadmap Conference 80

ReviewTrackers

JANUARY 9, 2019

Research shows that 86 percent of customers will pay more for great customer experience, and the data from reviews and surveys will be the building blocks to help you get to that higher level of customer experience. With this guide, you’ll get to know the benefits of using surveys and reviews for customer feedback in addition to tips for best practices.

Tools 72

Tools Feedback Survey Trends 72

Gainsight

JANUARY 9, 2019

How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that claim lined up with reality? It’s one thing to say you’re customer-centric. It’s another to put it into practice. Savvy business leaders have long understood that a certain level of customer-centricity is just table stakes.

Customer Success 73

Customer Success Customer Centricity Roadmap Software 73

Northridge Group

JANUARY 9, 2019

Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items. The internet allows consumers to compare car insurance rates in seconds, discover a new makeup product by watching a social media star on YouTube, or get recommendations for plumbers from 500 of their closest friends.

Social Media 72

Social Media Insurance Consumers Engagement 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

dscout People Nerds

JANUARY 9, 2019

New York Times Magazine columnist David Marchese breaks down the art of conversation.

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CSM Magazine

JANUARY 9, 2019

We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers. “Because we sell widgets, our customer must need widgets. Our customers must want them to perform reliably, have them delivered on time, and at least meet a minimum quality standard.

Customer Centricity 69

Customer Centricity Customers Industry Consulting 69

Call Experts

JANUARY 9, 2019

The 21st century is all about digital! Most people spend more time online than not. Websites are helping develop connections without the barriers of distance and proximity. As the population on the internet increases, businesses are also increasing efforts to capture audience attention online. Brands are eager to develop healthy connections with buyers utilizing the latest digital tools.

Consumers 64

Consumers Call Center Conference Contact Center 64

The DiJulius Group

JANUARY 9, 2019

The results are in, and here are readers’ favorite articles of 2018 ranked by popularity. I recommend printing and reading any you missed, and sharing (link to share) this list with your team. Want to keep your mgmt team motivated about Customer service all year? Sign them up for our weekly e-service and we’ll be sure they. Read Full Article.

Groups 59

Groups Customers Customer Service Leadership 59

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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

iPerceptions

JANUARY 9, 2019

The Customer Experience (CX) is one of the hottest topics in most industries. It is being discussed, researched and scrutinized as much as ever before, and with the level of impact that CX can have on your bottom line , it’s definitely for a good reason.

Conference 54

Conference Customer Experience Customers Industry 54

C Space

JANUARY 9, 2019

Is Optimism Dead? As we approach 2020, the future feels less certain than ever for customers. So that’s why we’ve launched Life as a Customer, a window into the worlds of 700 customers, powered by C Space. We share our first findings in this article… Tweet. Bill Alberti. Chief Client Officer at C Space. Bill Alberti is C Space’s Chief Client Officer.

Sports 51

Sports Healthcare Retail Strategy 51

MyCustomer

JANUARY 9, 2019

Engagement. Is CX dying? 7 ways to save customer experience.

Customer Experience 78

Customer Experience Customers Engagement 78

NetBase

JANUARY 9, 2019

Retailers have had to be quick on their feet to stay relevant the past few years. As competition intensifies, social data becomes more valuable to staying ahead. Understanding consumer love, and what drives it, can be the difference to a brand that’s struggling. And not paying close enough attention can be a brand’s downfall. The NetBase Industry Report 2019: Retail explores where some of the biggest names in retail rank, and why – as well as what brands can learn from those at the top, bottom,

Retail 45

Retail Report Industry Strategy 45

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Tips

Talkdesk

JANUARY 9, 2019

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. Every day is a challenge and seems like you are dealing with fires all day, every day! When I was working as a manager at Novell, one of my biggest challenges was when the marketing team wouldn’t notify us when a new advertising campaign went out.

Contact Center 44

Contact Center Insurance Conference Travel 44

Forrester's Customer Insights

JANUARY 9, 2019

The US Society of Automotive Engineers (SAE) has defined a scale to describe the autonomous capabilities that self-driving cars have — i.e., their levels of automation. ([link] Level 5 is full automation, which allows self-driving cars to operate with no human assistance. Google and Uber, among others, are aiming to develop level 5 cars, but […].

Automotive 51

Automotive 51

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders.

Trends 40

Trends Self Service Customer Experience Social Media 40

kommunicate

JANUARY 9, 2019

We hope you had a great time celebrating the festive season and the new year. Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. Here’s to the new year and making customer support smarter and better. ?? For previous versions of Release Notes, head here. Web [.]. The post Here’s What’s New from December 2018 | Kommunicate Product Updates appeared first on Kommunicate Blog.

Customers 40

Customers 40

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Customer Experience

Wootric CX Blog

JANUARY 9, 2019

We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. “In a few short years, the Wootric platform has evolved from an NPS survey tool to an AI-powered, enterprise-ready Voice of Customer solution. The fact that we have garnered stellar reviews from our customers throughout this process is a testament to our culture of customer-centricity.

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Feedback Management Comparison ROI 40

Rant And Rave

JANUARY 9, 2019

Ah, January: the month of resolutions, crowded gyms, and empty pubs… Plus the inevitable wave of ‘2019 prediction’ blogs, covering everything from politics to design trends. Now, we’re no psychics – but we are a bunch who know a thing or two about customer experience. So, instead of simply shouting about ‘2019 predictions’ in CX, we also decided to call out three definitive actions to take this year to elevate your customer service to the next level.

Customer Service 40

Customer Service Trends Customers Customer Experience 40

CSM Magazine

JANUARY 9, 2019

A new report lifts the lid on the top issues causing blocks to successful remote working – at a cost estimated to represent as much as $20,000 (£15,800) per worker for some firms. The report, ‘ Implementing business – critical mobility solutions ,’ said more than 50 per cent of the workforce is now mobile. However, even one dropped connection or poorly performing application per shift can translate into almost $20,000 in annual support and productivity loss costs per mobile worker, a

Technology 40

Technology Return on Investment Wireless Competitive Advantage 40

Quadient

JANUARY 9, 2019

Recent studies show that Customer Experience (CX) leaders generate 5.7 times more revenue than companies that do not make customer experience a priority. It’s no surprise then, that the way customers perceive their interactions with brands has become a primary focus for businesses. Quadient makes sure customers are enabled to deliver an excellent experience that will help them outperform the competition.

Customer Experience 40

Customer Experience Study Customers Interaction 40

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Training

kommunicate

JANUARY 9, 2019

We hope you had a great time celebrating the festive season and the new year. Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. Here’s to the new year and making customer support smarter and better. ?? For previous versions of Release Notes, head here. Web [.]. The post What’s Cooking at Kommunicate?

Customers 40

Customers 40

Quadient

JANUARY 9, 2019

We are living in a rapidly evolving world, where all customers are exceedingly connected, and technology is highly digital. Customers are educated, bombarded with communications and spoilt for choice. Differentiation via price and features is no longer sufficient; customers today place significance on excellent experiences as the most desired option when making purchasing choices.

Communication 40

Communication Technology Trends Connections 40

Qualtrics

JANUARY 9, 2019

What is your why? How does Qualtrics connect with your why? I want to learn something new with everything I do. Whether it’s learning how to grow as an individual, learning about a product, a culture, or how to work with other people., If I’m not learning, I feel something is missing. At Qualtrics, I’m learning how to build an enduring business. Feedback is the founding concept Qualtrics is built on and I was drawn to that aspect of the business.

Management 37

Management Conference Software Feedback 37