Kayako
APRIL 13, 2017
What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. But sometimes this question makes us get ahead of ourselves. We obsess over how users and buyers could behave in the future instead of looking at what is in front of us now. What we should be asking is: What do my customers need and how can I help them?
IntouchInsight
APRIL 13, 2017
Everyone can remember a time they’ve either hung up the phone or left a store unhappy after having a bad interaction with a sales associate. That experience may have even stuck with you so much that it just popped into your head. Now try and think about a great experience you've had. was remembering that as easy as your negative one? Positive experiences are less talked about because customers expect them - and this expectation makes customers less likely to provide your brand with good feedback
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Customer Bliss
APRIL 13, 2017
Just a quick one today, but wanted to note this. Saw recently on TechCrunch that Sprinklr, an eight-year old unicorn company with a valuation of around $1.8 billion, is moving from a pure social signals platform to a customer experience platform. They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product.
Calabrio
APRIL 13, 2017
Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.
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.
Customers That Stick
APRIL 13, 2017
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Calabrio
APRIL 13, 2017
Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.
Myra Golden
APRIL 13, 2017
Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees. Attend live or watch the recording , which is available 4-hours after the live event.
Calabrio
APRIL 13, 2017
Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.
OpinionLab
APRIL 13, 2017
Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent Verint survey of 24,000 consumers in 12 countries called The Digital Tipping Point found that 64 percent of consumers say they favor digital channels for simple interactions.
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CustomerGauge
APRIL 13, 2017
United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. For those of you who have not been tuned in, the American airline went through a customer service fiasco after asking four of their passengers to get off […]. The post Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA) appeared first on CustomerGauge.
iPerceptions
APRIL 13, 2017
Looking at the world around us, it’s clear that Mobile has moved from the realms of being the “next big thing” to now being “the main thing”. This is no more aptly demonstrated with data from eMarketer, who reported that there were 4.3 billion mobile phone users worldwide in 2016. That’s over half of the world’s population!
ReviewTrackers
APRIL 13, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane. Subscribe to receive these stories and more every week in your inbox. Email *. Email This field is for validation purposes and should be left unchanged.
Eptica
APRIL 13, 2017
Date: Tuesday, April 18, 2017 Les conversations engagées par les marques sur le digital sont-elles de qualité ? Published on: April 18, 2017. Author: Olivier Njamfa 3 questions à Olivier Njamfa, CEO d’Eptica, à l’occasion de la publication de notre étude annuelle, "Les marques françaises et l'expérience client digitale" Quelle est la nouveauté de l’étude 2017, quel est l’objectif de l’étude ?
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ForeSee
APRIL 13, 2017
Any company interested in strengthening a strategy for BOPIS, or Buy Online, Pickup In Store, will need to ditch traditional conversion metrics in favor of measuring digital contribution. The post Digital Contribution Champion: Home Depot leads when it comes to BOPIS appeared first on ForeSee.
ClientSuccess
APRIL 13, 2017
Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year. Important Brand Touchpoints. With the exception of new business sales, customer success and customer support are the two teams that work most closely with customers and play a big part in how a
Provide Support
APRIL 13, 2017
Why Is It Important to Have Customer Service Knowledge Base Software? Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition. Today, people can acquire services and products online, and the market in general is more competitive, hence customer service started to play a more important role.
Elevio
APRIL 13, 2017
After having interviewed a number of different businesses on how their customer support works, a few common traits stand out that keep repeating themselves across different companies, simply being described in different ways. We’ve picked out the most common tips on how to build a great base for outstanding customer support to help you streamline your efforts in making customers happy. 1.
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Currency Alliance
APRIL 13, 2017
* This article first appeared on thewisemarketer.com*. By Rick Ferguson / The Wise Marketer. Few men are more attuned to the forces of disruption then Charles Ehredt, managing director of the Currency Alliance, an early stage Barcelona-based digital currency company. A former Accenture consultant-turned entrepreneur, Ehredt is attempting to upend the loyalty industry with a platform that simplifies how loyalty currencies are managed and exchanged.
Verint
APRIL 13, 2017
Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent Verint survey of 24,000 consumers in 12 countries called The Digital Tipping Point found that 64 percent of consumers say they favor digital channels for simple interactions.
dscout People Nerds
APRIL 13, 2017
How to bring an iterative approach to your qualitative research projects.
Amity
APRIL 13, 2017
The same engagement strategies won’t work for all customers. The wrong actions, sent to the wrong customer at the wrong time can be deal-breakers. Each and every single engagement Customer Success teams should have with their customers - whether that’s in person, online, or automated - should deliver value and drive adoption and advocacy.
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.
Aveus
APRIL 13, 2017
As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in an increased focus within many organizations on the customer experience. We see many companies creating detailed current journey maps of various customer interactions, identifying customer pain points and launching a series
QuestionPro Audience
APRIL 13, 2017
Ok, I couldn’t help myself here. I’m playing off the title of a great satirical book by Al Franken, a comedian who later became the Democratic Senator for the State of Minnesota. According to the experts, and Franken would agree, we’re all a bunch of liars. If you don’t believe me, google it. The only item in dispute is the number of times per day we lie.
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