ShepHyken

JULY 31, 2019

Customers 130

Customers 130

Advantage Communications

JULY 31, 2019

The customer experience (CX) is now vital for any business, no matter what industry. That’s because the product or service that you offer is no longer the defining selling point for your customer - it’s the overall experience you offer them. Unfortunately, however, no matter how large your business is, it’s unlikely that you will have the expertise or resources in-house that allows you to keep up with the modern trends and technologies needed to develop a superior customer experience strategy.

Call Center 45

Call Center Customer Experience Trends Resources 45

CloudCherry

JULY 31, 2019

A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson. And this comes at a time when 89 percent of organizations said they were expecting to compete on CX, per Gartner Research. What’s happening? Is CX at risk of becoming a fad?

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

InMoment XI

JULY 31, 2019

MaritzCX leverages decades of experience to determine the most appropriate segmenting method to uncover the most effective solution that will benefit you and your customers. Organizations spend considerable resources to define and execute the right business strategies to generate revenue and high returns on their investments. A crucial first step to sustaining growth is to.

Strategy 200

Strategy Resources Customer Experience Customers 200

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.

Data

Kayako

JULY 31, 2019

The past few years have seen live chat completely change the way online businesses carry out marketing and sales. Gone are the days prospects would email and wait several hours to receive a response to a sales-related query, or call an 800 number and be stuck in a cyclical loop of annoying prompts and call trees. With live chat customers can now get in touch and receive a response almost instantaneously. .

Sales 161

Sales Marketing Net Promoter Score Consumers 161

TechSee

JULY 31, 2019

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications.

Self Service 149

Self Service Automotive Healthcare Retail 149

Beyond Philosophy

JULY 31, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

Customer Experience 122

Customer Experience Loyalty System Customers 122

dscout People Nerds

JULY 31, 2019

When a form prompts you to choose your gender, you’re usually given two options: male or female. Not infrequently, this is mandatory. Not surprisingly, this is excluding people. Here’s how we can do better. .

How To 92

How To 92

Optimove

JULY 31, 2019

Many ecommerce companies track their customers’ browsing activity – when they entered the site, which pages they visited, and for how long. In some cases, this data just piles up on the company’s servers, but sometimes it can be used to generate actual value. Recently, I received a data set containing some of the above information and wondered if I could draw some interesting insights.

Sales 76

Sales Data How To Ecommerce 76

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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

One Millimeter Mindset

JULY 31, 2019

What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? As the saying goes, what got you to where you are today may not get you to where you need to go, tomorrow. Do you know the story of what happens to clients, after that new contract lands in-house, for post-sale execution?

Customer Retention 75

Customer Retention Sales Customers Software 75

dscout People Nerds

JULY 31, 2019

Author of Practical Empathy, Indi Young, breaks down why so many of us look for research patterns in the wrong places. .

92

92

The DiJulius Group

JULY 31, 2019

Don’t compete in price wars, compete in experience wars Here are three examples of companies continuing to Make Price Irrelevant by focusing on the experience. The Apple Store No iPhone launch, no new product launch, just a typical day in an Apple store. Starbucks This is a line at Starbucks, located inside a hotel, Read Full Article. The post 3 Companies Making Price Irrelevant appeared first on The DiJulius Group.

Company 70

Company Hotels Groups Examples 70

datastax

JULY 31, 2019

When the NoSQL movement began years ago, there was intense debate on which NoSQL databases were best for heavy-lifting applications with lots of data. Today, that discussion is settled, with those in the know acknowledging that Apache Cassandra is the top NoSQL engine for tackling large volumes of operational data. . Cassandra’s masterless, divide-and-conquer architecture easily sails past all other databases that are either master-slave or multi-master in design, and ensures that your applicat

Data 65

Data Examples Analysis Course 65

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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

JULY 31, 2019

Think back to the last time you interacted with a brand. Do you remember an ad catching your eye? Did an Uber driver drop you off in record time? Were you able to use Apple Pay to buy groceries? Or did you chat with a service representative online? In today’s marketplace, these–and many other–moments throughout the customer journey define a brand.

Consumers 63

Consumers Brands Report Meeting 63

Avaya

JULY 31, 2019

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. New research from Vanson Bourne shows that 99% of organizations are using some form of AI in this area of their organization with the belief that it can transform overall business performance. But how are companies measuring the effectiveness of their AI rollout?

Contact Center 58

Contact Center Net Promoter Score Financial Measurement 58

ClientSuccess

JULY 31, 2019

If customer success professionals can agree on one thing, it’s that customer churn is inevitable. While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Sometimes, customer churn is something that just can’t be avoided, no matter how hard your CSMs try. .

Metrics 49

Metrics eBook Customer Success Customers 49

Happy or Not

JULY 31, 2019

Back for our third straight year! As a distinguished ACI-NA World business Partner, HappyOrNot couldn’t be more thrilled to be attending this year’s conference in Tampa, Florida. If […] The post 2019 ACI-NA Annual Conference and Exhibition | 15.- 17.9. appeared first on HappyOrNot.

Conference 52

Conference 52

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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,

Tips

Kustomer

JULY 31, 2019

A common saying states that perception is reality. Regardless of the validity, that perception is widely accepted, and it can have significant consequences on either an individual or an organization’s reputation and credibility. Organizations face this every day: how to deliver the best possible product while also winning trust through superb service.

Analysis 45

Analysis Multi-Channel Social Media Omni-Channel 45

The DiJulius Group

JULY 31, 2019

This guest article is brought to you by Mark Moses, speaker at the 2019 Customer Service Revolution. In business, “good” is a four-letter word. Settling for “good enough” when you’re trying to grow a business is just that: settling. Complacent CEOs are just setting themselves up to get passed by competitors who aren’t settling, who ARE thinking BIG.

Groups 45

Groups Customer Service Conference Training 45

Talkdesk

JULY 31, 2019

There are so many steps to planning an event no matter how big or small. The venue must be the appropriate size for the intended group, combined with being conveniently located. Depending on the time of the event, food and drinks are taken into consideration as it may be ideal to have lunch or dinner provided along with a networking happy hour. Audio and visual requirements are also important as the event may need certain technological assets such as a projector and projector screen.

Groups 45

Groups Meeting Industry Technology 45

MyCustomer

JULY 31, 2019

Engagement. Who is hiring journey managers - should you too?

Management 77

Management Engagement 77

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

Forrester's Customer Insights

JULY 31, 2019

Cyber security risk rating solutions are a polarizing topic for security leaders. We meet promoters and detractors in roughly equal measure in the customer that we speak to. Positive client sentiment cites ability to continuously monitor their third parties, and the simplicity of the quantifiable risk score is popular. Security leaders tell us it is […].

Measurement 50

Measurement Meeting Government Customers 50

Blueshift

JULY 31, 2019

There’s no doubt about it: the Customer Data Platform is the consummate poster child for martech in 2019. It seems like there’s a new offering up almost weekly, and everyone is getting on board. Massive marketing clouds and the smallest of startups alike have added their version of the CDP to the mix, but as […]. The post 5 Things We All Hate About the CDP Trend appeared first on Blueshift.

Trends 40

Trends Data Marketing Customers 40

CSM Magazine

JULY 31, 2019

You simply cannot succeed in a business without excellent customer service. All aspects of customer service should project a professional image of your company. This is even more important when communicating with customers through email. A professionally crafted customer service email will create a positive impression with the customers. Below we will reveal to you 6 effective email etiquettes that create a positive impression with customers.

Customer Service 40

Customer Service Customer Service Representative Communication Customers 40

MyCustomer

JULY 31, 2019

Loyalty. What is the 'crack of doubt' and how to counter it.

Customer relationships 59

Customer relationships Loyalty Customers How To 59

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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.

Training

Qualtrics

JULY 31, 2019

Monitoring customer feedback can be immensely valuable to organizations, especially those that invest in the capabilities and processes to analyze and respond to that feedback. It surfaces a spectrum of opportunities, from addressing individual customer issues to uncovering strategic organizational improvements. Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX).

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

MyCustomer

JULY 31, 2019

Voice of the Customer. How to design a complaints handling process.

Consumers 54

Consumers How To Customers 54

QuestionPro Audience

JULY 31, 2019

Police brutality and gun violence: These two stark issues seem to be the bookends in the daily narratives of many African-Americans. On the side of police abuse, a notorious example occurred just last May when Phoenix police officers with drawn weapons traumatized a Black family in a parking lot because their 4-year-old girl had allegedly shoplifted a “Barbie-like” doll.

Examples 30

Examples 30