Second to None

APRIL 26, 2019

Elderly couples are always telling younger couples that successful relationships require the ability to navigate and overcome obstacles as a team, ultimately bringing the couple closer together and making them stronger. The way in which someone handles conflict can reveal a lot about that person. The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so t

Loyalty 81

Loyalty B2C Brands Study 81

delighted

APRIL 26, 2019

Think of the shopping, dining or travel experiences you enjoyed most. They probably didn’t just come down to the quality of the food or the products that you bought. They were associated with an experience that, as a whole, was pleasing and memorable. Every interaction between a customer and your brand defines the customer experience. And, with 81% of marketers predicting that customer experience is how they will differentiate themselves from the competition, prioritizing CX now is how you

Metrics 66

Metrics Brands Net Promoter Score Customer Experience 66

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ? You’ll need to rely on more than simply the allure of a shiny new functionality or a brilliant process you have invented. .

Chatbots 85

Chatbots NPS Technology Brands 85

InMoment XI

APRIL 26, 2019

MaritzCX is excited to deliver the second part of our Ask the Experts webinar series on Operationalizing CX. (View the first webinar here). Join Jen Rubin, Senior Director of Solutions Strategy for Diversified Industries, and Jennifer Passini, Senior Director of Solutions Strategy for Financial Services, as they follow-up on best practices and examples of inner-.

Financial 200

Financial Strategy Industry Examples 200

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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

Esteban Kolsky

APRIL 26, 2019

I have been accused many times of being “semantically driven” to differentiate myself (that means I am too focused on proper definitions and how to use terms well — see my position on hybrid clouds and social CRM from back in the day… oh, and journeys ). I don’t do it for that, naturally. I do it because we cannot have good conversations without agreeing on what we are talking about.

Engagement 84

Engagement Conference CRM Course 84

UJET

APRIL 26, 2019

The smartphone is the center for most consumers. It connects across multiple channels like email, phone calls and texting. The smartphone is supplemented by more internet-connected devices to automate and streamline consumers’ lives.

Connections 78

Connections Consumers 78

Second to None

APRIL 26, 2019

Elderly couples are always telling younger couples that successful relationships require the ability to navigate and overcome obstacles as a team, ultimately bringing the couple closer together and making them stronger. The way in which someone handles conflict can reveal a lot about that person. The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so tha

Loyalty 76

Loyalty B2C Brands Study 76

Gainsight

APRIL 26, 2019

Which starship Enterprise captain is your favorite: Kirk or Picard? I embedded a poll here just for kicks; can’t wait to see the results. (If your captain is losing, share this post with your Trekkie friends! And my apologies to Archer, Pike, and Riker fans.). Choose your captain. James T. Kirk. Jean-Luc Picard. I like them both, but I think it’s so interesting how different they are.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Answer Dash

APRIL 26, 2019

(This article was originally published at Martech Series ) Contact centers have evolved from query resolution to full-featured customer experience centers by embracing artificial intelligence and speech analytics, according to two new reports published by Information Services Group (ISG), a leading global technology research and advisory firm. The two ISG Provider Lens Contact Center/Customer Experience Services reports – one a quadrant analysis of global provider capabilities, the other a view

Contact Center 78

Contact Center Analysis Analytics Report 78

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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

Oracle

APRIL 26, 2019

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.

Self Service 76

Self Service Customer Experience Chatbots Conference 76

SurveySparrow

APRIL 26, 2019

In today’s world customers are used to being ignored by huge multinational companies that seem to have little interest in the individual. The problem with this is that they now vote with their feet and go elsewhere, rather than making contact to highlight something they’re not happy with. If you want to buck the trend and give your business an incredible advantage over the competition, you need to start gathering honest feedback from your customers.

Customer Satisfaction 75

Customer Satisfaction Feedback Social Media Exercises 75

John Paul

APRIL 26, 2019

This month we meet Teresa Foster, a virtual concierge who works for a large finance company in Texas. She tells us about her daily life and what she likes about her job at John Paul. What do you do at John Paul? I am a Virtual Concierge in Austin, Texas. My primary account is a large financial institution. As a Virtual Concierge, I work from home and am not on site at the company.

Travel 75

Travel Call Center Entertainment Financial 75

Provide Support

APRIL 26, 2019

Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed.

Infographics 63

Infographics Trends Customer Service Competitive Advantage 63

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Tips

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). When done right, proper onboarding can be a secret weapon for scaling your Customer Success function. So how do you properly onboard a new CSM and minimize their time-to-value?

Tips 58

Tips Metrics Customer Success Training 58

NetBase

APRIL 26, 2019

Understanding how to use Twitter should be required social media marketing 101 for brands, yet many remain fuzzy on how to use it strategically. And understanding how to search for segments on Twitter tops the ‘must learn’ list. Fortunately, for those brands, we’re here to help! And we have advanced advice to share with the rest of you. Why Should Your Brand Bother with Twitter?

Brands 57

Brands Social Media Fashion Customer Care 57

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. It’s crucial for the longevity of any company. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

Dapresy

APRIL 26, 2019

Introduction – victims of our own success. Market researchers have become very, very good at gathering data. Maybe too good. Since the dawn of probability sampling in the 1930s, we have drawn upon ever greater numbers of data streams, widened the scope of surveys and found new technological solutions to engage with customers. The base quantity of raw data has always been increasing, but in the internet age, the river has become a flood.

Data 50

Data How To ROI Groups 50

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

ProProfs Chat

APRIL 26, 2019

Just because you have managed to start up your online business smoothly, you might think that it’s going to be a success immediately. The truth is, the real challenge begins only now! Down the lane, there will be a number of obstacles you need to face and overcome them to make better sales and gain profit. Various eCommerce businesses that have been successful for many years worked endlessly to get to the top.

Ecommerce 45

Ecommerce Software Customers Exceptional Customer Service 45

John Paul

APRIL 26, 2019

Meet Andrew Quake, our CEO for the Asia-Pacific region! Andrew tells you a little more about his daily work and his vision for John Paul. What do you do at John Paul? As the CEO for the Asia-Pacific (APAC) Region, my objectives are to build the team and drive growth for John Paul in the Region. Over the last 9 months, we have significantly enhanced the capabilities of our APAC organisation, and restructured our concierge operations footprint to be more relevant to our customers and be in locati

Innovation 40

Innovation Meeting Brands Engagement 40

Fox Metrics

APRIL 26, 2019

Not so long ago, marketers were faced with lack of customer data and tools, and were basing their decisions mostly on information gathered after a purchase was made. Nowadays on the other hand, marketing has evolved to rely on data. While marketers are becoming increasingly aware of the importance of data in crafting a customer experience strategy that will set them apart from the competition.

Data 40

Data Customers Tools Strategy 40

CSM Magazine

APRIL 26, 2019

Customer Experience (CX) begins with empathy. To be successful, organizations around the world need to understand and care for their clients, as well as their experiences and demands. Keep in mind that there are two types of empathy: Affective: This one is associated with the way we feel about other people’s emotions and feelings. Cognitive (aka ‘perspective taking’): This one refers to our ability to correctly interpret other people’s emotions.

Customer Experience 40

Customer Experience Innovation Trends Customers 40

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Training

Fox Metrics

APRIL 26, 2019

Not so long ago, marketers were faced with lack of customer data and tools, and were basing their decisions mostly on information gathered after a purchase was made. Nowadays on the other hand, marketing has evolved to rely on data. While marketers are becoming increasingly aware of the importance of data in crafting a customer experience strategy that will set them apart from the competition.

Data 40

Data Customers Tools Strategy 40

Dapresy

APRIL 26, 2019

Heathrow is Europe’s largest airport and one of the world’s top international aviation hubs. As the UK’s global gateway, Heathrow welcomes almost 80 million passengers every year. The airport is home to more than 80 airlines and is Britain’s largest cargo port, helping to drive British trade growth by connecting the nation to more than 200 destinations around the world.

Comparison 40

Comparison Airlines Report Analysis 40

Gravy Analytics

APRIL 26, 2019

Events are great indicators of consumer interests and trends. We looked at event attendance data for March 2019 to see which events are the most popular with US consumers right now. Event NameDateCategoryAddressCityStateIndex Sales Convention 20193/10/19Workshops/Networking3570 South Las Vegas Blvd.

Trends 40

Trends Consumers Sales Data 40

Dapresy

APRIL 26, 2019

Introduction. As Europe’s busiest airport, Heathrow generates an enormous amount of data from its various customer experience trackers, data which must be gathered, processed, and delivered to specific business stakeholders as quickly as possible if it is to have real business value. To achieve this, it’s crucial to have a solution that is powerful enough to handle all the inputs, while flexible and intuitive enough to present them to individuals in a report format which allows them to quickly g

Metrics 40

Metrics Study NPS Report 40

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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?

Customer Experience

John Paul

APRIL 26, 2019

Since 2008, John Paul has helped brands and businesses build customer and employee loyalty through a whole range of concierge services. As an innovative company, John Paul combines the unique know-how and skills of its 700 concierges with tailor-made digital tools. Working in our Digital department means inventing (and reinventing) a new generation of concierge services.

Video 40

Video Innovation Loyalty Tools 40

inSided

APRIL 26, 2019

Upselling freemium users onto paid plans and converting free trials into paying customers is undeniably key for growth in B2B software businesses. At inSided, we’ve seen that the self-service user communities that our customers run have a significant impact on these growth initiatives, so I sat down with our Customer Experience Director, Martine van Deursen, to figure out how some software companies are leveraging their community-driven knowledge bases for freemium model growth.

Self Service 40

Self Service Knowledge Base B2B Software 40

Amplifai Coaching Category

APRIL 26, 2019

Call Center 40

Call Center Customer Experience Customers 40