Esteban Kolsky
JANUARY 28, 2019
While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft. That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years. The first webinar was on the evolving role of customer service and how it is going to look in the next decade.
GetFeedback
JANUARY 28, 2019
The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .
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One Millimeter Mindset
JANUARY 28, 2019
If your colleagues and clients gave you a soft skills scorecard, how would they rate you? Now, those of you on the sales, marketing and even HR side of the table may feel you get a free pass out of this conversation. Typical hiring processes favor an extroverted “people person” who finds it easy to converse. With just about anyone. And anything. Except that stereotype isn’t quite right, is it?
GetFeedback
JANUARY 28, 2019
A Net Promoter Score isn't just a number. Learn how to use your NPS survey results to boost customer retention and provide the best customer experience.
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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.
NICE inContact
JANUARY 28, 2019
I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wired and Dangerous
JANUARY 28, 2019
Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product.
ShepHyken
JANUARY 28, 2019
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. What Do Customers Really Think Of Your Brand? by Athina Mallis. (Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold.
Oracle
JANUARY 28, 2019
The experience economy is upon us. Consumers today are more connected, have more choice, and expect a frictionless transaction process. At NRF 2019 , vendors from across the globe showcased innovations in omnichannel retail technology that will breathe new life into the way we shop and consume. IAM Robotics , featured in the Innovation Lab at NRF, is already disrupting warehouse pick and pack processes.
Magellan Solutions
JANUARY 28, 2019
People are always on the go, as the modern world so demands. And as technology continues to advance, the more they desire to have the world in their hands. Convenience is the new name of the game. Whoever gives them the easiest option to transact, shop, or pay, wins. This is the reason why utility companies need to integrate online billing inquiry in their websites.
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.
Gainsight
JANUARY 28, 2019
So you think you know your product… but just how deeply do you understand the value it provides? As a product leader, you’re the subject matter expert when it comes to your product. But as we all soon learn, the product is only part of the job. Understanding how your product fits into broader business goals is just as important. The following five questions will help you discover your weak spots and realign your product around customer and business needs alike.
Lithium
JANUARY 28, 2019
Call us non-traditionalists, but we like January: full of promise for the year ahead, a little more daylight with each passing day, and Community Manager Appreciation Day—which just happens to be today. Why do we love CMAD so much? Because we love community managers so much. They're the movers and shakers of their brands, and so much more than the sum of their roles.
Cyara
JANUARY 28, 2019
We’re often discussing customer engagement here on the Cyara blog. I recently sat down with the person who is Cyara’s front-line guy for engagement with our customers. Cyara just appointed George Skaryak as EVP of worldwide sales, a role in which he will be interacting with current and future customers across three continents. Right before he hopped on his next flight, I caught up with him to learn more about how he sees the CX market and Cyara’s role within it.
NetBase
JANUARY 28, 2019
Whether you’ve got the perfect campaign idea ready to go, or need ideas for putting your brand out there, social analytics can help. Here are five ways to use social insights to get campaigns in gear. First, Some General Guidelines Whatever specific tack you take, social listening and sentiment analysis have to be part of your process. Social listening is how you learn what consumers are talking about – which is the inspiration you’re looking for.
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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,
Myra Golden
JANUARY 28, 2019
Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. If I’m in my office during this three-hour window, my phone is on Do Not Disturb and my inbox is paused. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read.
Helen Dewdney
JANUARY 28, 2019
The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPRs) regulate estate agents and other businesses involved in property sales and lettings. The CPRs prohibit all traders from using unfair commercial practices in their dealings with individual consumers. Estate agents are prohibited from engaging in commercial practices that are unfair to sellers, buyers, potential sellers or potential buyers of residential property.
Thematic
JANUARY 28, 2019
A B2B software client was facing declining quarter-over-quarter sales. Their answer was to hire two additional sales reps. Unfortunately, the new reps were expensive and did not get the revenue back on track. After an analysis of the competitive landscape, we diagnosed the issue as a packaging and delivery problem. The company was selling permanent licenses while most of the rest of the market had moved to a cloud-based subscription model.
West Monroe
JANUARY 28, 2019
Yesterday’s ratepayers are today’s power consumers – a reality that has plenty of utility execs reaching for the antacid. Ratepayers were mostly passive purchasers of electricity. Consumers have a long list of demands that includes energy efficiency, electric vehicle charging, renewable energy, and dynamic pricing. Some of them are even becoming mini-utilities themselves, mounting solar arrays on their rooftops to generate their own power.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Advantage Communications
JANUARY 28, 2019
In a previous blog, titled “ 5 Reasons Low Attrition Rates are Great for Customer Service ”, we looked at how a low attrition rate in your company’s customer service is absolutely essential to a successful customer experience. Whether you outsource your customer service to a contact center or have your own in-house team, happy and engaged employees are the very foundation of your business.
Playvox
JANUARY 28, 2019
Scaling your customer support facilities is essential to cope with increasing demand. If you don’t, you run the risk of leaving calls unanswered, tickets unsolved and social-media messages without a response (in full view of other customers).
DemandJump
JANUARY 28, 2019
Improving Quality Score is the key to driving down PPC costs. So, we’ve created this resource to help marketers work smarter, instead of harder within the channel of Paid Search.
Lithium
JANUARY 28, 2019
Call us non-traditionalists, but we like January: full of promise for the year ahead, a little more daylight with each passing day, and Community Manager Appreciation Day—which just happens to be today. Why do we love CMAD so much? Because we love community managers so much. They're the movers and shakers of their brands, and so much more than the sum of their roles.
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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.
Pink Guava
JANUARY 28, 2019
Do you know “Your Customers” A business exists because there are “Customers” to buy an organizational product/service. A business must know its customers to cater to their needs and requirements. However for long term success, growth and to remain profitable, a business must also have an ability to understand, retain and attract customers. At the onset, a business needs a clear understanding on what is their unique value propositions and which requirement of customer is their product/service ren
Lithium
JANUARY 28, 2019
Call us non-traditionalists, but we like January: full of promise for the year ahead, a little more daylight with each passing day, and Community Manager Appreciation Day—which just happens to be today. Why do we love CMAD so much? Because we love community managers so much. They're the movers and shakers of their brands, and so much more than the sum of their roles.
Think Customers
JANUARY 28, 2019
Employers are increasingly recognizing the ethical and economic concerns of not paying front-line workers enough to afford a livelihood. In October 2018, Amazon announced it would pay all U.S. employees a minimum of $15 per hour. While this seems like good news, it doesn’t cover what would be a “living wage,” according to Dr. Amy K. Glasmeier. Glasmeier, a professor of economic geography and regional planning at MIT, has spent decades understanding what constitutes a living wage for U.S. a.
Lithium
JANUARY 28, 2019
Call us non-traditionalists, but we like January: full of promise for the year ahead, a little more daylight with each passing day, and Community Manager Appreciation Day—which just happens to be today. Why do we love CMAD so much? Because we love community managers so much. They're the movers and shakers of their brands, and so much more than the sum of their roles.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Rant And Rave
JANUARY 28, 2019
Brisk morning runs, mindfulness, spinach smoothies for brekkie… January’s a great time to make a change (even if it only lasts for the first two weeks). But there’s one change that lasts considerably longer, and that’s moving jobs. Apparently, mid-January is the busiest time for new job applications – great news for recruiters, but less exciting if you’re tasked with tackling poor employee retention rates at your own organisation.
Lithium
JANUARY 28, 2019
Call us non-traditionalists, but we like January: full of promise for the year ahead, a little more daylight with each passing day, and Community Manager Appreciation Day—which just happens to be today. Why do we love CMAD so much? Because we love community managers so much. They're the movers and shakers of their brands, and so much more than the sum of their roles.
Forrester's Customer Insights
JANUARY 28, 2019
In the United States, Europe, Canada, and India, January 28 is designated Data Privacy Day to mark the signing of the first legally binding, international treaty that dealt with data protection and privacy in 1981. Thirty-eight years later, technology has only further emphasized the need for privacy regulations and requirements.
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