iPerceptions

APRIL 19, 2018

As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us.

Omni-Channel 61

Omni-Channel Multi-Channel Interaction Brands 61

Smith+co CX

APRIL 19, 2018

Thank You | Sorry | Hello Again - CX Basics Series. Part two. Brands that fail to say sorry, lose business. Brands that say sorry late and haltingly, lose advocacy. The Americans have a great saying that covers this, “A day late and a dollar short”. Brands that say sorry sincerely, increase both custom and advocacy. The challenge isn’t how to say sorry without admitting fault, like some PR consultants would recommend, but saying sorry in a way that identifies a human mistake.

Customer Experience 28

Customer Experience Social Media Brands Customers 28

InMoment XI

APRIL 19, 2018

Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty. Creating CX programs that drive results is accomplished by finding. View Article.

Customer Experience 200

Customer Experience Loyalty Customers Technology 200

Experience Matters

APRIL 19, 2018

You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed. I applaud Starbucks’ swift and robust response to the situation.

Customer Experience 202

Customer Experience Customers 202

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Customers

InMoment XI

APRIL 19, 2018

Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty. Creating CX programs that drive results is accomplished by finding. View Article.

Customer Experience 200

Customer Experience Loyalty Customers Technology 200

NICE inContact

APRIL 19, 2018

Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees. From the outside, we often have the inclination to make false assumptions about agents who have been in the same role for many years, as many view agent positions as a career stepping stone or launching pad.

Contact Center 120

Contact Center Technology Resources Management 120

GetFeedback

APRIL 19, 2018

Collecting feedback doesn't have to be impersonal and boring. Here are 5 survey tips you can use to start getting the data you need to succeed.

Tips 150

Tips Survey Engagement Feedback 150

UJET

APRIL 19, 2018

Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate.

Technology 105

Technology Customers Brands Customer Experience 105

Retently

APRIL 19, 2018

Lifecycle emails are an important part of forming, developing and strengthening the relationship between your business and your customers. Done right, they can help you develop a closer connection between your customers and your product, increasing your customer lifetime value (CLV). The reason these types of emails are called “lifecycle emails” instead of simply “emails” is that they’re designed and crafted to achieve a specific objective at a specific point in the customer’s lifecycle.

NPS 68

NPS Net Promoter Score Survey Feedback 68

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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

Truthlab

APRIL 19, 2018

Reading Time: 3 minutes The most dishonest meme in all of design is the “Your Companies App” labeling a clunky digital interface with tons of buttons and that of Google with just a search bar and Apple with just a button. While the call to simplicity is extremely valid, its co-mingling of visual design versus feature and function design […]. The post Dishonest Design Comparisons: Giving Enterprise Designers a Fair Shake appeared first on truthlab.

Comparison 67

Comparison Company Technology 67

ReviewTrackers

APRIL 19, 2018

Customers tell stories on social media. Customers tell stories about their experiences with businesses – whether it’s about a restaurant or a bank, customers are going to write how they feel interacting with your brand. Building a social media marketing plan is essential to the success of your business because customers go to social media platforms to interact with other consumers – and your brand.

Social Media 56

Social Media Marketing Advertising How To 56

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? We’ve compiled a new version of our CX professional’s guide to industry conferences and virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. Bookmark this page and check back as we update event and conference information throughout the year.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

Second to None

APRIL 19, 2018

Customer Experience measurement can help your team unlock vital information about the way that customers perceive your existing platform. The data provided by these programs can serve as an essential building block to any leading Customer Experience program because it comes directly from the mouth of the consumer. Traditionally, the focus of these programs is to measure employee performance within individual interactions, quantify customer effort and ensure adherence to compliance standards.

Customer Experience 54

Customer Experience Omni-Channel Ecommerce Voice of Customer 54

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Tips

Influitive

APRIL 19, 2018

If you’re like most advocate marketers, you probably have some pretty lofty goals to hit. You’re expected to source customers for case studies, crank more referrals into the pipeline, and get references for sales by the end of the quarter. To achieve these objectives, you need to create an experience that’s seamless and delightful for.

Marketing 45

Marketing Case Study Management Study 45

Happy or Not

APRIL 19, 2018

May 6-9, 2018 | San Diego, US HappyOrNot® is thrilled to be exhibiting at the 75th annual ATD International Conference and Exposition. Visit us in Booth #2438 where our Customer Experience and Employee Engagement Specialists will be demonstrating our new products and services. The Association for Talent Development (ATD) is a renowned professional membership organization that has been […].

Conference 51

Conference Employee Engagement Engagement Customer Experience 51

Rant And Rave

APRIL 19, 2018

“In the twenty-first century our personal data is probably the most valuable resource most humans still have to offer, and we are giving it to the tech giants in exchange for email services and funny cat videos.” - Yuval Noah Harari.

Video 40

Video Resources Data Customer Experience 40

Ecrion

APRIL 19, 2018

Expert Insider is a series written by Ecrion staff members who are experts in their respective fields. The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . As a professional programmer, I understand flow.

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

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

APRIL 19, 2018

In 2017, 92% of global B2B marketing decision makers said that improving the ROI of marketing or effectiveness of marketing would be among their top marketing initiatives over the 12 months that followed.

B2B 48

B2B Marketing Metrics ROI 48

Ecrion

APRIL 19, 2018

Expert Insider is a series written by Ecrion staff members who are experts in their respective fields. The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . As a professional programmer, I understand flow.

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

Grade.us

APRIL 19, 2018

Grene Vision Group is a ?leader in primary, medical and surgical eye care in south-central Kansas.? As one of the largest doctor-owned eye care groups in the country, Grene Vision Group’s 50 doctors provide services in 21 clinics. Dasa Gangadhar, MD, one of Grene Vision Group’s highly skilled ophthalmologists, has been providing cornea-related surgical procedures for more than two decades and has established a positive reputation within the eye care community.

Case Study 41

Case Study Groups Study Feedback 41

Forrester's Customer Insights

APRIL 19, 2018

Mark Zuckerberg’s testimony before the U.S. Senate didn’t sway us from our previously posted perspective, at least in terms of what Facebook’s fiasco means for marketers. If you are looking for more catastrophizing around the near-term death of social marketing, you’ve come to the wrong blog post. What did catch our attention: how poorly the […].

Brands 31

Brands Marketing Social Media Management 31

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Training

Brad Cleveland Blog

APRIL 19, 2018

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com … Continue reading → The post Maximize Contact Center Impact and Value appeared first on Brad Cleveland.

Contact Center 26

Contact Center Loyalty Call Center Customers 26

Forrester's Customer Insights

APRIL 19, 2018

This week, The Home Depot announced that it is pressing the gas further on its digital initiatives by augmenting its existing 2,800 person tech team with another 1,000 IT, product and CX tech workers. What’s behind this? Not one to rest on its laurels, The Home Depot knows that it needs to grow its digital […].

Retail 29

Retail 29

Brad Cleveland Blog

APRIL 19, 2018

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded. The video is from the course Managing a Customer Contact Center.

Contact Center 20

Contact Center Video Course Loyalty 20

Forrester's Customer Insights

APRIL 19, 2018

None of us are new to watching video content, thanks to over a century of “moving pictures” through cinema and many decades of television programming. Fast-forward to the past few years when video content has largely gone online. Video has become just as ubiquitous for companies as it has for self-made vloggers and YouTube prodigies. In […].

Video 26

Video Consumers Company Marketing 26

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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

Brad Cleveland Blog

APRIL 19, 2018

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded. The video is from the course Managing a Customer Contact Center.

Contact Center 20

Contact Center Video Course Loyalty 20

Amity

APRIL 19, 2018

I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete. I am sure many of you immediately push back at this thought and will tell me that there is always going to be a need for such a reactive group, a group of individuals who wait for the customer to reach out to answer their questions, but I disagree with this thought process.

Groups 91

Groups Tools Policies Customer Success 91