GetFeedback
NOVEMBER 12, 2018
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. We know how painful this process can be, which is why we’ve created a pre-survey checklist to put your nerves at ease and help you launch the perfect customer survey. 1.
Heart of the Customer
NOVEMBER 12, 2018
Journey mapping is now the go-to customer experience tool, and has been discussed in Forbes, the Harvard Business Journal, and countless other journals. The post Journey mapping has become a must-have approach to customer experience appeared first on Heart of the Customer.
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Topdown
NOVEMBER 12, 2018
We know that, for many industries, customer communications management (CCM) software is one way to deliver the customer experience (CX) that your patrons have come to expect. Most importantly, good CCM platforms can contribute positively to your bottom line by saving both time and money. But how do you know the right customer communications solution in which to invest?
Experience Matters
NOVEMBER 12, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #4: Net Promoter Score Is The Best/Worst Metric What’s Wrong: People often argue that Net Promoter Score (NPS) is the greatest metric, while other people argue that it’s a terrible metric.
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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.
NICE inContact
NOVEMBER 12, 2018
We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
NOVEMBER 12, 2018
Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. However, the reality on the ground continues to paint a drastically different picture. The truth is that, according to new data from 590 enterprises worldwide, only 13% of RPA adopters are currently scaled up and industrialized, while mos
datastax
NOVEMBER 12, 2018
So far, we have run five out of six DataStax Developer Day events this month. After four dates in the United States, we are now on the first leg of the European tour. DataStax Developer Days are aimed at a mix of people with Cassandra skills—from those who are new to this database to those who want to expand what they do with search, analytics, and graph.
ShepHyken
NOVEMBER 12, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. (Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.
One Millimeter Mindset
NOVEMBER 12, 2018
We instinctively know that collaborative storytelling is profitable. Except, we don’t have time to discover valuable client stories. Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Collaborative storytelling becomes profitable storytelling.
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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.
Call Center Pros
NOVEMBER 12, 2018
One size rarely fits all. It seems obvious, right? Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules… We are in times when customers are empowered. They know what they want, when they want it and how they want it.
Cyara
NOVEMBER 12, 2018
Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather than their brand or their product or even price. So, if that’s the case, then why do so many IVR teams get treated like order takers rather than a strategic partner in the customer experience economy?
Kustomer
NOVEMBER 12, 2018
?. Kustomer CEO and Founder Brad Birnbaum joins SaaStr’s podcast to share how he made his way into the world of customer experience and SaaS over 20 years ago. Brad tackles a range of topics including: The core benefits of repeat entrepreneurship. The challenges and surprises of transitioning from CTO to CEO, and what advice he’d give other CTOs looking to make the transition.
NetBase
NOVEMBER 12, 2018
We talk a lot about the power of influencers, and how brand ambassadors help share your messaging without sounding promotional. But are you missing out on some of the most valuable influencers at your disposal? If you aren’t including your employees on your brand ambassador list, the answer to that question is certainly “Yes!”. This new section of our expanded Complete How-To Guide: Social Analytics explains why these brand ambassadors are so powerful – and how to ensure their contributions don’
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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,
Genroe
NOVEMBER 12, 2018
For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good. While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, […]. The post Research: 6 Key Drivers of Successful Customer Feedback Programs appeared first on Genroe.
NetBase
NOVEMBER 12, 2018
We hear a lot about the ills of social media and how it’s leading to a more emotionally disconnected populace, as we’re all buried in our phones. But it’s also been responsible for some pretty amazing things, including acting as a catalyst for change. And one country in the Horn of Africa is crediting social media with fostering some pretty significant political change actually.
Totango
NOVEMBER 12, 2018
The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders.
Escalent
NOVEMBER 12, 2018
How the Healthcare Industry Is Failing 29% of the US Population If you’re like me, you have firsthand experience watching someone you love care for the health of another person.
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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?
RapportBoost
NOVEMBER 12, 2018
Hi everyone! Dani Apgar here with your RapportBoosting tip #9 on Happiness Language J. Remember, RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Happiness is infectious and agents who project happiness in chat are able to create a positive environment for the conversation.
Forrester's Customer Insights
NOVEMBER 12, 2018
Fashion is the second largest retail category after grocery. The eCommerce shift is a significant, palpable movement in most economies. A quarter of clothing, accessories, and footwear (fashion) spending already occurs online and is still rapidly growing. Brick-and-mortar and eCommerce retailers are vying for shoppers’ attention and dollars. In our recently published Online Fashion Retail […].
Hero Digital
NOVEMBER 12, 2018
People have come to expect easy, seamless experiences from websites, apps, and physical interactions with their favorite brands. So why does that simplicity so often disappear when someone goes from customer to patient? To address this pervasive problem, we partnered with Universal Health Services, Inc. (UHS) to improve the online patient experience on their corporate website and 30 acute care hospital websites.
CX Workout - Ideas Blog
NOVEMBER 12, 2018
By Joe Wheeler, President CX Workout. Imagine if in just one hour, I could hand you a rank-ordered list of your target customers: 1. Satisfaction with your product or service’s key attributes relative to your competitors’; 2. Any challenges they face in using your product or service; and, 3. Unmet needs they would still like to see addressed in future releases.
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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.
Genroe
NOVEMBER 12, 2018
For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good. While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, […]. The post Research: 6 Key Drivers of Successful Customer Feedback Programs appeared first on Genroe.
CX Workout - Ideas Blog
NOVEMBER 12, 2018
By Joe Wheeler, President CX Workout. Imagine if in just one hour, I could hand you a rank-ordered list of your target customers: 1. Satisfaction with your product or service’s key attributes relative to your competitors’; 2. Any challenges they face in using your product or service; and, 3. Unmet needs they would still like to see addressed in future releases.
Help Scout
NOVEMBER 12, 2018
Delivering 24-hour customer service is an exciting challenge to solve. It typically means your business is expanding or you are taking on larger customers. Scaling a team to this level comes with some unique considerations that range from cost and location to language and local customer demands. The strategy you choose needs to take into account your customers’ needs, the region or time of day at which your load is growing most, and your business goals and expansion plans.
Perceptive
NOVEMBER 12, 2018
Ever wondered which industry people are recommending the most? Based on the latest figures from our own NPS benchmarks reports for 2018, we’ve looked at the top Net Promoter Score industries in Australia.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Ascribe
NOVEMBER 12, 2018
Ascribe releases CX Inspector, the latest version of its leading text analytics software within the Ascribe Intelligence Suite. Download Press Release. The post CX Inspector Enables Experience Professionals to Make Better Decisions appeared first on Ascribe.
iCiDIGITAL
NOVEMBER 12, 2018
NOTE: This article was originally posted by Blue Acorn, and can be found here. Written by Shannon Kenneally, Blue Acorn Content Writer. Earlier this year at Imagine 2018, Magento announced the upcoming release of Magento 2.3. It’s now been a year since Magento 2.2 launched and three years since the release of Magento 2.0. Version 2.3 comes with exciting new functions and features—most of which will benefit B2C merchants.
CX Workout - Ideas Blog
NOVEMBER 12, 2018
Breaking the Compromise: How Artificial Intelligence is Changing Customer Research Forever. By Joe Wheeler, President CX Workout. Imagine if, in just one hour, I could hand you a rank-ordered list of your target customers: 1. Satisfaction with your product or service’s key attributes relative to your competitors’; 2. Any challenges they face in using your product or service; and, 3.
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