Team Support

SEPTEMBER 6, 2019

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. Their own customers know this, and thus the expectations for many B2C products are so low that companies in this industry rarely emphasize the priorities of their customers.

B2B 60

B2B Self Service Customer Service B2C 60

Oracle

SEPTEMBER 6, 2019

At Oracle Modern CX 2019, SmarterCX sat down with Julian Guthrie , award-winning journalist and New York Times Bestselling Author of The Billionaire and the Mechanic, to discuss her new title, Alpha Girls, The Women Upstarts Who Took on Silicon Valley’s Male Culture and Made the Deals of a Lifetime, as well as her tips for CX professionals looking to leverage effective storytelling in their customer experiences.

Tips 81

Tips Social Media Culture Customers 81

CSM Magazine

SEPTEMBER 6, 2019

A leading customer service provider has challenged businesses in the UK to change the way they think about customer interaction, amid rising levels of consumer dissatisfaction. Woven is a leading contact centre, customer management and BPO service provider, operating from offices in Bristol, Swindon and Ipswich and working with brands across a range of industries, including Toyota and Kärcher.

Sports 53

Sports Poor Customer Service Exercises Brands 53

Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. However, strategy is essential to ensure that all your tactics are not a waste of time. .

Net Promoter Score 133

Net Promoter Score Effort Score Consulting Strategy 133

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

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns. With an increasing number of high visibility data breaches every year and mobile playing a more prominent role in everyday transactions, consumers are not only becoming more aware and involved in protecting

Consumers 92

Consumers Study Loyalty Technology 92

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end. For starters, it helps you gauge a cost per acquisition that is reasonable. This is an important metric as it keeps you aware of how valuable an already existing customer is and ensure that you take steps to keep them satisfied.

Social Media 51

Social Media Effort Score Metrics Customers 51

ChurnZero

SEPTEMBER 6, 2019

CSM Confidential – Part 2: Dealing with Internal Challenges. . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. .

e-support 49

e-support Sales Roadmap Customer Success 49

NetBase

SEPTEMBER 6, 2019

Amazon has unquestionably conquered eCommerce. And now it’s taking what some might consider a step backwards to become master of all things brick and mortar. Does the online behemoth know something most don’t? Yes. And you can get on Amazon’s level by understanding in real life (IRL) purchases with the help of sentiment analysis. According to Jeff Bezos , “Amazon is still small.

Analysis 49

Analysis Ecommerce Social Media Comparison 49

delighted

SEPTEMBER 6, 2019

All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service or not matters to the success of your company. Voice of the Customer , or VoC, identifies how well your business and employees know your customers and determines if you are successfully addressing their needs and expectations.

Examples 40

Examples Social Media NPS Net Promoter Score 40

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Customers

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position. Most teams have a good sense of their overarching goals; the struggle is how to define the path towards that goal. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

GlowTouch

SEPTEMBER 6, 2019

GlowTouch to Attend Women’s Business Enterprise Strategic Conference in Tucson, AZ in September. September 4, 2019 (Louisville, KY) – Executive leadership from GlowTouch, a leading provider of contact center, business processing (BPO), and technology outsourcing solutions, will attend the Women’s Business Enterprise Council (WBEC) West Conference in Tucson, AZ this month to meet representatives from major corporations actively seeking to conduct business with certified Women Business Enter

Conference 40

Conference Contact Center First Call Resolution Return on Investment 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position. Most teams have a good sense of their overarching goals; the struggle is how to define the path towards that goal. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

John Paul

SEPTEMBER 6, 2019

John Paul is proud to announce the winning of the Best Luxury Concierge Service Award. Andrew Quake, CEO Asia-Pacific, received the award at the Golden Plume Award Ceremony of Global Asset Allocation Leaders Summit 2019 in Shanghai. The events was attended by 300 guests from insurance and bank asset management. At the ceremony, Quake declared he was honoured to receive the “Best Luxury Concierge Service” award for John Paul on behalf of his China teams.

Insurance 40

Insurance Banking Management Customers 40

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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

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position. Most teams have a good sense of their overarching goals; the struggle is how to define the path towards that goal. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

kommunicate

SEPTEMBER 6, 2019

Your favorite customer support tool is updated with more powerful features and improvements. The August release includes the latest version of iOS SDK, Bug fixes and major improvements in Web App. If you have missed July release updates, read here. Web App Initial Page: Now you can get to know the initial URL from where [.]. The post Here’s What’s New from August 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.

Tools 40

Tools Customers 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position. Most teams have a good sense of their overarching goals; the struggle is how to define the path towards that goal. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Forrester's Customer Insights

SEPTEMBER 6, 2019

The idea of online marketplaces is not new. Especially on the consumer front. Yet in the enterprise IT world, they have developed with fits and starts. But growing frustration with outdated sales processes (and channels) and shifting buyer preferences are creating a perfect storm for B2B marketplaces to come into their own and disrupt large […].

B2B 49

B2B Sales Consumers Ecommerce 49

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Tips

Qualtrics

SEPTEMBER 6, 2019

The Qualtrics University Recruiting team is hitting the road at the start of September, traveling from coast-to-coast for career fairs, coffee and networking sessions, and hackathons. You can find the complete list of dates and venues below. Visit with the team to explore potential careers, to learn more about the Experience Economy and how XM is shaping the future, and to discover #QualtricsLife.

Sales 40

Sales Travel Meeting Connections 40

Forrester's Customer Insights

SEPTEMBER 6, 2019

Having a design system is now table stakes for companies that want to scale design, drive a consistent, seamless customer experience, manage design debt and technical debt, and free up designer time to solve new challenges — not re-invent the wheel. But can a design system also ensure the experiences you create are inclusive? And […].

System 48

System Customer Experience Management Customer Experience Management 48

Optimove

SEPTEMBER 6, 2019

Apply for this position. The post Careers Inner appeared first on Optimove.

40

40

Forrester's Customer Insights

SEPTEMBER 6, 2019

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)! In it, Oliwia Berdak and […].

Video 47

Video Financial Survey Consumers 47

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.

Retail

Brandwatch CX

SEPTEMBER 6, 2019

46

46

Forrester's Customer Insights

SEPTEMBER 6, 2019

The strangest retail news of the summer has been Le Tote’s “purchase” of the storied (but tired) department store Lord + Taylor. The acquisition bucks the trend of offline brands buying digitally native companies (think PetSmart buying Chewy), but there are a number of other puzzling elements about this deal. For starters, Le Tote is […].

Retail 46

Retail Trends Brands Company 46

Bizagi

SEPTEMBER 6, 2019

This article is a summary of a recent webinar discussion on deep Digital Process Automation between Bizagi, Forrester and the Institute for RPA and AI on the importance of having DPA in place before deploying RPA. “There’s a renewed appreciation for automation. Something is changing.” – Rob Koplowitz, VP, Principal Analyst at Forrester. Cost reduction used to be the leading reason organizations chose to improve their processes, with 32% declaring this to Forrester Research two years ago.

Fashion 47

Fashion Technology Chatbots Tools 47

Forrester's Customer Insights

SEPTEMBER 6, 2019

Nonpublic 5G networks promise better privacy, data security, compliance, and cellular network performance; they also offer safer and more private features for dedicated user groups.

Strategy 43

Strategy Groups Data Telecommunications 43

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Training

Confirmit

SEPTEMBER 6, 2019

According to a recent report from Econsultancy, 72 percent of business leaders pointed to customer experience (CX) as the single most exciting opportunity. In fact, CX topped the list for the third straight year, illustrating how crucial executives consider it to the bottom line. But just what are the best strategies for creating highly effective customer experiences?

Strategy 40

Strategy Customer Experience Analytics Metrics 40

Qualtrics

SEPTEMBER 6, 2019

We make experiences truly transformative through the quality of our connections and conversations. By developing our feedback muscles and making it a shared accountability to be great at delivering and receiving feedback, we can create distinctive employee experiences. Feedback can be simply defined as the ways in which we relate to others and how we give each other information about our experiences working together.

Feedback 22

Feedback Examples Guidelines Employee Experience 22

Qualtrics

SEPTEMBER 6, 2019

There is no single answer to the question “ how to be a good leader.”. This is because every leader and team is different. People will value and respond to varying characteristics , and managers will demonstrate a range of leadership qualities too. It is the ability to respond to these unique needs that make managers good leaders and enable them to deliver superior employee experiences, which translate into improved customer experiences.

How To 22

How To Employee Experience Effort Score Leadership 22