Forrester's Customer Insights

SEPTEMBER 25, 2018

Many companies ask their customers “How likely are you to recommend us to a friend?” However, for most brands, advocacy — positive word of mouth — isn’t the key to revenue growth. Retention and enrichment matter much more. Retention is when current customers continue to buy your products and services.

Brands 117

Brands Company Customers 117

Andrew Mcfarland

SEPTEMBER 25, 2018

I’m not a big fan of Service Level Agreements (SLAs) as a provider or a consumer of them. But, since they are here to stay, here are three problems and ways to improve them. Problem 1: First of all, many.

Consumers 86

Consumers Customer Service Customers 86

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

InMoment XI

SEPTEMBER 25, 2018

The world of Mystery Shopping typically focuses on evaluating how businesses perform relative to rules, regulations, and the brand standards dictated by their owners and stakeholders. Definitions of compliance can come from many different sources, including formal corporate guidelines, manuals dictating Standard Operating Procedures (SOPs), and even government-regulated mandates.

ROI 200

ROI Guidelines Government Brands 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

GetFeedback

SEPTEMBER 25, 2018

It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. In order to get the insights you need to provide better service and increase retention, you need the right surveys, in the right places, at the right times.

Customer Journeys 207

Customer Journeys Survey Net Promoter Score Effort Score 207

GetFeedback

SEPTEMBER 25, 2018

Not all surveys are created equal. Learn how to upgrade your survey strategy to capture customer feedback and deliver better service at every turn.

Survey 195

Survey Feedback Strategy How To 195

AskNicely

SEPTEMBER 25, 2018

The Case for Executive Buy-in For an Advanced NPS Program. Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Study 150

Omnicus

SEPTEMBER 25, 2018

In the past, artificial intelligence has been portrayed as a dangerous and highly complex technology capable of overtaking humanity as a whole. A catalyst for fear, AI was negatively portrayed in a host of science fiction films, novels, and television shows. While there is some truth to this portrayal (devices utilizing AI can perform many human functions), artificial intelligence has its limitations, and a world ruled by sentient robot overlords may have its place in an exceptionally distant fu

Customer Experience 140

Customer Experience Technology Customers 140

GetFeedback

SEPTEMBER 25, 2018

Not all surveys are created equal. Learn how to upgrade your survey strategy to capture customer feedback and deliver better service at every turn.

Survey 150

Survey Feedback Strategy How To 150

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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

Customer Guru

SEPTEMBER 25, 2018

Being a customer service representative is not an easy task. It requires a lot of effort and hard work, along with traits such as optimism and empathy. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. Company policies and regulations, lack of authority, and various other such reasons can come in the way of a customer service representative resolving a customer complaint.

Customer Service Representative 129

Customer Service Representative Policies Wait Times Customers 129

Kristina Evey

SEPTEMBER 25, 2018

Shownotes… Listening to customers is the goal. Data drives a lot of CX work. Conversations give you the reasons BEHIND the data. Focus groups are a great way to have conversations. General fishing, proposed changes, specific topic focus. Feed off the energy and questions from the group. Uncover questions, priorities, issues, not on your radar.

Groups 81

Groups Feedback Customer Experience Leadership 81

ShepHyken

SEPTEMBER 25, 2018

30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. Top Takeaways: Doug shared five traits that can improve your customer service skills in 30 days or less.

Customer Journeys 93

Customer Journeys System Customer Service Customer Experience 93

ProProfs Chat

SEPTEMBER 25, 2018

It is not a hidden fact that many people are attracted to the e-commerce business these days, making it difficult for existing businesses to thrive amid this competition. However, with the upward swing in the e-commerce landscape, there are humongous opportunities for you to tap into. All those opportunities will only come knocking at your door when you nurture your existing customers by providing best customer service.

Tips 90

Tips Customer Service e-support Social Media 90

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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.

System

Escalent

SEPTEMBER 25, 2018

Virtual Reality Is More Than Fun and GamesOver the past four years, a flurry of product introductions has created significant buzz around the area of virtual reality (VR), and much of the hype is well deserved.

Marketing 75

Marketing Consumers Retail Technology 75

Method:CRM

SEPTEMBER 25, 2018

[…]. The post From Casual Buyer to Loyal Fan: 4 Ways to Improve Customer Retention appeared first on Small business insight from the #1 QuickBooks CRM.

Customer Retention 69

Customer Retention CRM Customers Marketing 69

Beyond the Arc

SEPTEMBER 25, 2018

And we’re back for Day 2. With 40 more fintech innovators hitting the stage, it should be another great day. Today we’re joined on the blog by David Gerbino (^DG) on the Beyond the Arc team. Stay tuned! Did you check out our Day One coverage? We blog live during all 80 of the onstage. Read More. The post FINOVATE FALL 2018: DAY 2 appeared first on Blog @beyondthearc.com.

Innovation 63

Innovation Banking Customer Experience Customers 63

ReviewTrackers

SEPTEMBER 25, 2018

The question of “How do I verify my business on Google?” is an important one. Without online verification, a business doesn’t show up on Google’s many services including search results and Maps. Millions of people use Search and Maps on a daily basis, and not showing up in those areas means missing out on a massive opportunity for more customers.

How To 50

How To Guidelines System Management 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

Oracle

SEPTEMBER 25, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Below we highlight everything you need to know about customer experience (CX) technologies and featured activities that will be showcased at Oracle OpenWorld 2018, including the following: CX sessions.

Technology 53

Technology Entertainment Innovation Conference 53

CX Advantage Walker

SEPTEMBER 25, 2018

Those of us in the CX profession are lucky – our industry is hot. Why? Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that. Continue reading. The post 4 Steps to Designing a Listening Architecture appeared first on CX Advantage.

Industry 48

Industry Customer Journeys Customer Experience Customer Focused 48

Oracle

SEPTEMBER 25, 2018

The reach of customer experience technology continues to expand, and one of the areas where it shows growth is in helping governments, first responders, and citizens deal with natural disasters. Here are 3 ways CX technologies intervene before, during, and after a major storm. Using AI to predict and model flooding. While wind speed might grab headlines, the longest-lasting, and farthest-reaching type of damage done by a hurricane has to do with the flooding caused by its rainfall and storm surg

Technology 49

Technology Customer Experience Government Insurance 49

Hero Digital

SEPTEMBER 25, 2018

Deep dive, synergy, move the needle – the marketing industry is filled with buzzwords that sound good but aren’t accurate. With more marketers becoming aware of the importance of analytics, many enterprise organizations are now promising to be “ data-driven.” But achieving that status goes beyond simply running monthly metrics reports and putting bar graphs in pitch decks.

Data 46

Data Company How To Analytics 46

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ROI

Happy or Not

SEPTEMBER 25, 2018

100 More HappyOrNot® Smiley Terminals introduced in select airport retail locations West Palm Beach, Florida: Paradies Lagardère, the travel retail and restaurateur leader in the nation expands its efforts focused on improving the customer experience by adding 100 more HappyOrNot Smiley Terminals to select airport locations. Operating more than 850 stores and restaurants in […].

Travel 51

Travel Retail Customer Experience Customers 51

inQuba

SEPTEMBER 25, 2018

On the 20th September 2018 inQuba hosted a live webinar for Financial Services professionals. Our industry expert speakers were Graham Clark (North American CX Transformation Lead, inQuba) and Trent Rossini (COO, inQuba). Questions that were addressed. How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels?

Financial 40

Financial Customers Industry Customer Experience 40

RapportBoost

SEPTEMBER 25, 2018

Hear our discussions about the evolution of live chat. RB: Brian, thanks so much for your time. Why don’t we get a little background on you and your role at HubSpot? Brian: Sure. So since joining HubSpot I started on the product side when they first acquired motion AI and have transitioned now over to wearing two key hats. On one side I serve as the conversational strategist for the company.

Chatbots 40

Chatbots CRM Knowledge Base Strategy 40

datastax

SEPTEMBER 25, 2018

A few weeks ago I had the pleasure to speak at Distributed Data Summit in San Francisco—a conference exploring the latest developments in Apache Cassandra and other distributed databases. It was a fun and informative event. In case you couldn’t make it, here is a summary of my talk, titled “Five Lessons in Distributed Databases.” (Slides here.). Lesson #1: If it’s not SQL, it’s not a database.

eBook 40

eBook Innovation Conference Advertising 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

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. The 78-page report, titled Consumer Insights: CX — Understanding Consumer Experiences and Opinions , is based on extensive surveying of more than 30,000 consumers and covers a broad range of customer experience-related topics.

Consumers 40

Consumers Report Survey Customer Experience Management 40

Talkdesk

SEPTEMBER 25, 2018

Forrester Research today released The Forrester Wave™: Cloud Contact Centers, Q3 2018, listing Talkdesk as a Strong Performer. The Forrester Wave™ is a data-driven evaluation of software, hardware, and services markets, used to inform buying decisions. For this report, the first Forrester Wave focused on cloud contact center providers, Forrester performed a 32-criteria evaluation to identify the most significant providers to research, analyze and evaluate.

Contact Center 40

Contact Center Marketing Software Report 40

Confirmit

SEPTEMBER 25, 2018

It’s that time of year again, where employees at Confirmit get ramped up to celebrate CX Day , and more importantly our customers! This year we plan to celebrate our clients that won ACE Awards by showcasing them on a dedicated website for CX Day. We are also sending our customer success managers out in the field to meet with their customers and thank them with little treats.

Course 40

Course Meeting Customer Success Technology 40