Wed.Jul 11, 2018

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7 customer service tips you can use right now

Vonage

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now.

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How 4 industry-leading Canadian brands use insight to improve CX

Alida

The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments. It was also a great night of learning. In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the cus

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Optimal Customer Journey Road Map [Infographic]

Michelli Experience

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. ++ Want to receive exclusive content on how you can deliver extraordinary, memorable, and profitable experiences?

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5 Franchise Marketing Strategies to Drive Revenue

ReviewTrackers

Franchise marketing in today’s digital world can be challenging and complex. Because of the nature of their business, franchise marketing executives have to deal with campaigns and efforts on the corporate level, while also having to support the marketing needs and opportunities of franchisees, who may have their own local issues and ideas and goals.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Are You Tuning Out the Voice of the Customer?

GetFeedback

When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way. But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

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Are You Tuning Out the Voice of the Customer?

GetFeedback

Voice of the Customer programs help companies bridge the communication gap and reengage their customers. Learn how to become a better customer listener.

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3 Things You Need to Know to Be Successful in CX

Oracle

As part of SmarterCX’s “ Advice for Future CX Leaders ” series, we spoke with Michael Krigsman, Industry Analyst, CXO Talk , and asked his thoughts on what it takes to be successful in customer experience today. Watch our interview with Michael and read the transcript below. Tip #1: Know the business. Be aware, if you want to pursue a career in CX, be aware that today there are at least three important dimensions that you need to consider.

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Better Together: NPS® and CSAT

ForeSee

It’s a complex world. Measuring and improving NPS and CSAT will allow you to understand and stay connected to your customers and turn shoppers into buyers. Together, these two metrics give you the comprehensive insight you need to quantify and improve CX, and link those improvements to desired business outcomes. The post Better Together: NPS® and CSAT appeared first on ForeSee.

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The Impact of Speech and AI on Customer Care

Interactions

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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3 Steps For A Successful Mid-Year Sales Tune-Up

Integrity Solutions

As a salesperson, in many ways you’re the CEO of your own business. Mid-year is a good time to take stock and assess where you are in your progress to goals as well as how you feel about your performance to date, your motivation and engagement levels, and the efficiency of your operations. Here are 3 action steps you can take to make sure you’re well positioned for the remainder of the year.

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Quality Assurance Management Techniques You Should Be Applying

Playvox

Quality assurance management is no easy feat. Trying to maintain a standard of quality can be challenging, especially if you are a large team or just starting to put in place your quality assurance process.

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Getting Serious with Digital Asset Management (DAM)

iCiDIGITAL

Adobe AEM Assets fits into the Adobe Marketing Cloud as both an integrated Adobe solution as well as a stand-alone DAM giving you the best of both worlds. AEM Assets has moved beyond just an integrated web DAM into a full-blown Digital Asset Management platform and Forrester is paying attention. Large brands are now dealing with a content explosion beyond their current capabilities.

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DEEPEN Customer Experience Transformation Part 2 of 3: The Plan

West Monroe

This post is the second in a series of three outlining West Monroe’s capabilities and perspective in Customer Experience (CX) transformation using the DEEPEN CX framework. In the first post, Pat McClure and Justin Poggioli provided an overview of the first three stages of the DEEPEN process : Define, Envision, and Empathize. If you haven’t read that post yet, I’d recommend you start there.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Forrester’s Top Emerging Technologies To Watch 2018

Forrester's Customer Insights

I’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

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What is Net Promoter Score? (Video)

Experience Matters

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. That’s why created this video. It’s meant to explain what NPS is all about and why it may be a valuable approach for some companies.

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Customer Experience: Where do I Begin? by Marleen Van Wijk

ijgolding

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in the benefits of applying the science that can turn customer centricity into a sustainable reality.

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Understanding Share Of Life: A Chat With Sebastian Jespersen

Forrester's Customer Insights

In my line of work, I chat with some very smart people. Sometimes I think they’re smart because they disagree with me; sometimes they just see something I can’t. Today, I’m sharing parts of a conversation I recently had with someone who I think is smart rather immodestly, because he thinks like I do. The […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How to Create a Very Personalized Customer Experience

ShepHyken

I just stayed at the Crowne Plaza in Lansing, Michigan. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience , and the way they went about it is an excellent lesson we all can learn from. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them.

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Canada’s Tech Market Stays A Half Step Behind The US Tech Market

Forrester's Customer Insights

The Canadian tech market will grow in both 2018 and 2019, but growth will slow from 5% in 2017 and 2018 to 3.7% in 2019, according to Forrester’s report on “The Canadian Tech Market Outlook For 2018 To 2019 — 5% Growth In 2018 Will Slow To Under 4% In 2019.” These growth rates, while […].

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Introducing NPS2: The Next Generation NPS Methodology

Retently

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. However, since the market landscape evolved – shifting the focus from survey data towards a more complex customer satisfaction management approach – the more advanced NPS2 paved its way. In case you are not familiar with NPS2, we will further explore this next generation methodology, its main concepts and the factors that determined such Net Promoter Score evolution.

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Regulators will fine Facebook only a small amount, but the size matters less than you think…at least this time.

Forrester's Customer Insights

The UK data protection authority – Information Commissioner’s Office (ICO) – has announced it will fine Facebook £500.000 for its involvement in the Cambridge Analytica scandal. The Information Commissioner, Elizabeth Denham, has defined this investigation as the most important in the history of the ICO. While many might be disappointed for such a small fine […].

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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How to choose the right customer experience platform for your organization

Eptica

Date: Wednesday, July 11, 2018 Author: Pauline Ashenden - Marketing Manager How to choose the right customer experience platform for your organization. Published on: July 11, 2018. Author: Pauline Ashenden - Marketing Manager Given the importance of customer experience and customer service , organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs , whichever channel they use to make contact.

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Microsoft Recovers From the Electric Slide

C Space

Microsoft Recovers From the Electric Slide. In the fashion world, there’s a term that gets used from time to time: effortlessly chic. It’s about looking stylish and on-trend — seemingly without even trying. In the brand world, I would say there’s a similar term: authentically cool. Some brands have it. Others, not so much. Tweet. Christina Stahlkopf.