Vonage
MAY 9, 2018
Many of the ways that a company and its employees can go wrong in serving customers are subtle, but the following five certainly aren’t. If any of these serious customer service missteps are happening, or have happened recently, at your company, it’s time to look into a company culture (and perhaps personnel) overhaul, sooner rather than later. 1. Misleading a customer.
CSM Magazine
MAY 9, 2018
Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. The key is to be in the driver’s seat of defining your culture and being deliberate about shaping it before you are trying to reign in an undesirable culture that has taken hold.
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InMoment XI
MAY 9, 2018
Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.
Customer Bliss
MAY 9, 2018
Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?
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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.
InMoment XI
MAY 9, 2018
Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
CX Journey
MAY 9, 2018
Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition over retention ? Despite the fact that the cost of bringing in new customers is much higher than the cost to keep existing customers, companies place a disproportionate focus on marketing and advertising in order to attract new cu
IntouchInsight
MAY 9, 2018
Meet the latest addition to the Intouch product family, our customer experience management software, LiaCX.
Michelli Experience
MAY 9, 2018
As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers. __. 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.
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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.
ShepHyken
MAY 9, 2018
The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service. You needed to let us know you wanted the mulch in the backyard when you ordered it.
Oracle
MAY 9, 2018
Historically, sales reps selling in the B2B world go door-to-door or phone-to-phone pitching to prospects and pushing to close a deal. But, times have changed. Buyers don’t have the want or time to pick up the phone or open their office doors. Even if they did, they don’t expect to need to. For example, 70% of cross-generational buyers surveyed in The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences value the fewer negotiations and improved
ReviewTrackers
MAY 9, 2018
This article was written by Duncan Jones. Duncan Jones leads a multi-channel growth marketing product at digital agency, Web Profits , and has seen first hand across clients in all industries the effect that positive reviews can have on a business’s website performance, marketing and ultimately their overall growth. He has written an 8,000+ word guide to review generation , which you can read here.
PK
MAY 9, 2018
@GirlFromBlupo: Dear Amazon, I bought a toilet seat because I needed one. Necessity, not a desire. I do not collect them. I am not a toilet seat addict. No matter how temptingly you email me, I’m not going to think, oh go on then, just one more toilet seat, I’ll treat myself. More often than we see good examples of personalization, we see the bad.
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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,
Kate Nasser
MAY 9, 2018
Excellence in sales, service, leadership requires consistency not repetition. Here is the difference between the two and how to achieve one and avoid the risks of the other. Share your insights in the comments section for others to learn. The post The Challenge of Excellence is Consistency Not Repetition | #CustServ #CX appeared first on KateNasser.com.
COPC
MAY 9, 2018
Concentrix , a leading provider of customer engagement services with more than 450 client brands worldwide, recently became the world’s first company to achieve COPC certification across 20 sites. This accomplishment came with the certification of the company’s Tokyo call center in March 2018. All 20 Concentrix sites have been certified to the COPC Outsourced Service Provider (OSP) Standard, Version 5.2 (now called the COPC Customer Experience [CX] Standard).
Clarabridge
MAY 9, 2018
Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. We enjoyed two special advanced sessions led by Clarabridge experts to an audience of over 200 CX professionals.
Quadient
MAY 9, 2018
Why customer retention deserves your attention. In a study by Sitecore and Forbes Insights, the top marketing priority for 58% of respondents was attracting new customers. 40% cited their top priority as turning current customers into customers for life. . What the study didn’t indicate was that those 58% who are focused on attracting new customers are making a mistake.
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.
CSM Magazine
MAY 9, 2018
When employed in the banking industry you deal with a large variety of customers from all walks of life on a daily basis. The average UK resident is believed to visit a bank an average of 7 times a year according to industry analysts CACI. With the introduction of more mobile banking services, this number is expected to decrease to only 4 visits a year by 2022.
UserReplay
MAY 9, 2018
Delivering great experiences and being obsessive about the customer. That was the message driven home. The post Adobe Summit 2018, London appeared first on UserReplay.
Helen Dewdney
MAY 9, 2018
My long journey of confusion – Foreign Office provides conflicting information. Here’s a story about why it’s important to check passport expiry dates before you book travel. And why you can’t always trust the Foreign Office advice because it’s a mess! A traveller wanted to surprise her husband with a holiday to Cape Verde. Their 10 year old son had kept it secret too, not telling his father until 6 months later when they were on the way to the airport.
Forrester's Customer Insights
MAY 9, 2018
Tech Mahindra (TechM) hosted its Analyst Summit in Hyderabad in the month of April. The executive team unveiled their 3-4-3 strategy to repackage their existing services and offerings in a manner that will resonate with the buyers of digital services. First number is about 3 mega trends that TechM is observing in the industries that […].
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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.
NICE inContact
MAY 9, 2018
Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! And in the midst of all this, agent productivity has improved, average call handle time has been reduced by 30% and call transfers have been reduced by 5%. This is MoneyGram International since it unified all 11 contact centers with a single solution, NICE inContact’s CXone integrated CX cloud platform.
Forrester's Customer Insights
MAY 9, 2018
Remote workers are here to stay. Are you willing to embrace them? Today, we’re excited to announce the publication of our latest report on the state of remote working, which focuses exclusively on creating a better experience for employees who primarily work-from-home. The number of regular work-at-home employees has grown 115% since 2005, and 40% […].
Eptica
MAY 9, 2018
Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. Published on: May 09, 2018. Author: Pauline Ashenden The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. Familiar names such as Toys R Us, Maplin, Mothercare and Homebase are among the brands reported to have been affected in the last few months.
Forrester's Customer Insights
MAY 9, 2018
GDPR, the new data privacy regulations applicable to all marketers doing business with citizens of the European Union, will take effect later this month, on May 25, 2018. In preparation, Google is changing its terms of service for advertising partners. On April 27th, the company let its European platform customers know that, as of that […].
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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?
ClientSuccess
MAY 9, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Forrester's Customer Insights
MAY 9, 2018
Today (May 9, 2018) is the deadline for the new Network and Information Security (NIS) Directive to be transposed into EU member states’ national legislation. This new regulation is aimed at creating a base level of security for organizations that are operating essential services within the EU. The primary sectors covered by this regulation are: […].
transcosmos Information Systems
MAY 9, 2018
Any ecommerce outsourcing entity will tell you that the success of your online business depends on the user design and experience of your website. With 93% of consumers making their purchase decision based on website design, product images, and other visual elements of your site, it’s crucial for any online shop or ecommerce business to create a dynamic website that’s optimized for the customers’ shopping experience.
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