ShepHyken
MAY 25, 2018
This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. – Shep Hyken. Customer retention used to be considered just a “service problem.” That’s before the service world went digital, and the old ways of doing business became almost shameful, which happened practically overnight.
InMoment XI
MAY 25, 2018
Dave Fish, CEO of CuriosityCX, offers an insider’s peek at his session, 10 Ways to Reboot Your CX Program, held this year at CXFusion. I had the privilege of speaking to over 100 CX professionals at the MaritzCX Customer Experience Event, CXFusion, in Las Vegas last month. Though I came back monetarily depleted, the energy I. View Article.
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Customer Bliss
MAY 25, 2018
As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. I specifically designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience.
InMoment XI
MAY 25, 2018
Dave Fish, CEO of CuriosityCX, offers an insider’s peek at his session, 10 Ways to Reboot Your CX Program, held this year at CXFusion. I had the privilege of speaking to over 100 CX professionals at the MaritzCX Customer Experience Event, CXFusion, in Las Vegas last month. Though I came back monetarily depleted, the energy I. View Article.
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Beyond Philosophy
MAY 25, 2018
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 25, 2018
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you…and what can you do about it. The post How to Avoid Customer Defection appeared first on.
Waypoint Group
MAY 25, 2018
From May 14 th – 17 th , Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessi
LiveChat
MAY 25, 2018
4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. I dug a little to come up with something worth reading. What came to my mind was that customers behave like kids sometimes. You know, they don’t like hearing the word “no,” they scream and shout, sometimes they make scenes.
Oracle
MAY 25, 2018
Change is constant in the world of ecommerce. Digital transformation is no longer a novel idea, seamless omnichannel experiences are a prerequisite to success, and the behaviors and expectations of retail shoppers have shifted. Now we’re starting to see the emergence of new technologies that aim to meet these changing needs and expectations. There are 80 million millennials in the U.S. stimulating the market, which represents trillions of dollars in sales.
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.
Education Services Group
MAY 25, 2018
Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS reality is a lot more complex, nuanced and ultimately scientific. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.
Fox Metrics
MAY 25, 2018
On May 25, 2018, the most significant piece of European data protection legislation in 20 years will come into force when the European Union’s (EU) General Data Protection Regulation (GDPR) replaces the 1995 Data Protection Directive. We know that preparing for this regulatory change is a priority for many of our customers. It is a priority for us, too.
Helen Dewdney
MAY 25, 2018
More than 2.8 million pounds uncollected in annual fines. Britain’s personal data watchdog has failed to collect millions in fines for breaches of the Data Protection Act (DPA). The Information Commissioners Officer (ICO) is responsible for enforcing the DPA and new GDPR regulations, which come into force today (25 May 2018). Figures obtained through Freedom of Information requests by consumer campaigner and author Helen Dewdney, The Complaining Cow show: The total sum of fines issued unde
LiveChat
MAY 25, 2018
Lead nurturing is commonly associated with email outreach. However, long gone are the days when sending emails was the only way to reach out to your leads directly. Today there are roughly 269 billion emails sent every day, making your lead nurturing email just another drop in the ocean. While we can’t argue that sending personalized and timely emails is still important, we must understand that there are more effective alternatives to lead nurturing.
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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,
Forrester's Customer Insights
MAY 25, 2018
There’s an old mantra which no-one really believes any more: Too big to fail. Tell that to the dinosaurs. In the last 20 years business has undergone a critical pivot. We’ve moved from the age of scale, where the winners were vertically integrated monoliths with vast purchasing power, through the age of information, to a […].
Brad Cleveland Blog
MAY 25, 2018
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an … Continue reading → The post 10 Causes of Inaccurate Forecasts (and How to Avoid Them) appeared first on Brad Cleveland.
Forrester's Customer Insights
MAY 25, 2018
There is no doubt that the Viva Technology conference is a great demonstration of how France is catching up and embracing tech innovation with more than EUR 2.5 billion invested in start-ups last year and with significant investments from tech giants like IBM or Salesforce. In this good summary article, the NYT looks back at how French […].
Brad Cleveland Blog
MAY 25, 2018
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
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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?
Forrester's Customer Insights
MAY 25, 2018
I recently went to Verint’s Engage18 conference, held in Dallas on May 14-17. It’s not a big conference – attended by about 1500 people who use one or more of the company’s customer service products: workforce engagement, self-service, voice of the customer and fraud and compliance. What is lacks in size, it makes up in focus […].
Brad Cleveland Blog
MAY 25, 2018
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
QuestionPro Audience
MAY 25, 2018
After a winter that felt like it would never end, Memorial Day weekend is finally here, and it’s bringing the heat. In addition to the rising temperatures, consumer spending is up! We did the research, so you don’t have to. Keep reading to learn who, what, where, and most importantly, how much consumers are spending this Memorial Day weekend. TRAVEL .
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