Fri.Sep 13, 2019

Putting the “Care” in Career: The Case for People-Centric Talent Management (Part One)

North Highland

There is a direct correlation between a company’s financial performance and the level of employee engagement and career fulfilment.

Stereotypes: The Hard-Wired Way Our Brains Make Decisions

Beyond Philosophy

I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? .

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Customer survey templates get you the growth you want

delighted

Who doesn’t want to grow? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to a previously unreachable audience. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers. In fact, it costs 6 times more to attract a new customer than it does to keep an old one.

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

One Great Challenge for Retail Auto in the Next Decade is…Behavior!

MaritzCX

Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive

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How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins.

Is Any Attention Good Attention?

Beyond Philosophy

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.”

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3 Lessons I Learned About Product-Led Growth [Interview]

Gainsight

What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth.

­What You Need to Know About B2B Customer Success to Beat Your Competition

Team Support

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Birkenstock and Away Won’t Sell on Amazon, Want to Protect Brand Integrity

LiveChat

Amazon is the biggest e-commerce platform in the world. If you’re a brand selling products online, you need to be there. Or do you? Luggage upstart Away and shoemaker Birkenstock have decided not to sell on Amazon in the name of protecting brand integrity.

Whirlpool gets proactive about recalls – At last!

Helen Dewdney

Whirlpool recalls faulty tumble dryers. Whirlpool status 3 months on from being forced to undertake full recall. Today, 13/09/19 Whirlpool announced that it had successfully identified 65,000 tumble dryers and recalled them.

Company Culture: Why Your Outsourced Call Center Should Focus on Client Branding

Advantage Communications

One of the most important aspects of any successful organization is to have a clearly defined company culture. The culture of your organization will influence the communication within your teams, the productivity of staff members, how engaged employees are with their work and much more.

5 Ways AI and Machine Learning Are Automating Customer Service in 2019

CSM Magazine

WhatsApp, Facebook Messenger, and other social chat applications have opened a brand-new avenue to get in touch with customers. And customers love to use them because they don’t have to change apps; they get customer service right in the apps they use the most.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Rome Was Not Built In A Day, And Neither Are Digital Businesses

Forrester's Customer Insights

As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city.

Helpware Receives Clutch Leader Award for Top IT & Business Services Provider in The Philippines

Helpware

Helpware was again recognized by Clutch , a leading B2B market research firm, for excellence in providing business services. According to the Clutch 2019 report , we are ranked among the top IT and business services providers in The Philippines , a designation that we do not take lightly

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Service Recovery Excellence: Turn Customer Experience Lemons into Lemonade

Daniel Group

From time to time, even the best companies fail to deliver a great customer experience. Business is a human pursuit and mistakes are inevitable. So, when bad experiences happen businesses shouldn’t be surprised; they should be ready to make things right. The return on recovery is compelling.

Churn Monster: Unlucky Customer

ChurnZero

Churn Monster #13: Unlucky Customer. . Today is Friday the 13 th and we all know that means – bad luck, right? Well ironically you are in luck, because in honor of this cursed day, we are releasing a new monster in our churn monster series.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Build An Adaptive Workforce For Customer Obsession

Forrester's Customer Insights

Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so.

How to Use Social Media Audience Analysis for Marketing Success

NetBase

Marketing success can feel elusive some days. And reaching target consumers can seem impossible in a sea of competitors with wider reach and extensive resources.

Choosing the Best CCM Software For Your Company: 9 Things to Look For

Ecrion

In today’s Digital Era, it can be hard to prioritize genuine human connectivity. This is true, in particular, when you’re running a business. As a responsible business owner, you prioritize streamlining operations as much as possible.

Top Takeaways from Khoros Engage 2019 (Part 2)

Lithium

Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home?

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Ease of Doing Business: Are you Ignoring Customers?

CCO Council

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers.

Putting the “Care” in Career: Key Elements of People-Centric Talent Management (Part Two)

North Highland

There is a direct correlation between a company’s financial performance and the level of employee engagement and career fulfilment.

Top Takeaways from Khoros Engage 2019 (Part 2)

Lithium

Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home?

All Things About SaaS Customer Service

ProProfs Chat

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.