Vonage

JUNE 15, 2018

Despite the growth of live chat and other text-based customer service channels, communicating by phone is often still faster and more effective than typing messages. When things get complex or emotional, click-to-call technology makes it easier than ever for people to reach out to a business via phone. For this reason, BIA/Kelsey, a leading strategic advisory firm, predicts mobile calls to businesses will exceed 169 billion per year by 2020. .

Analytics 120

Analytics Contact Center First Call Resolution Policies 120

LiveChat

JUNE 15, 2018

Here are 3 beautiful emails. Can you see the common thread between all the three of them? You’ll notice that all 3 emails have different fonts and the emotions induced by the fonts too are different. While colors play an important role in conveying emotions, Typography too plays a vital role that make or break the fate of your email campaign performance.

System 31

System Government Measurement Tips 31

Alida

JUNE 15, 2018

In many companies, the user experience (UX) team is often seen as the people responsible for the aesthetics of a software, website or platform. But companies that are more customer centric have a different view of UX. In these organizations, UX design is seen as an integral part of the overall customer experience. Audible is one of those companies. As Marcus Lofthouse, senior director of user experience at Audible, recently told us in a Q&A, the company sees UX design as a strategic priority

Tips 166

Tips User Experience ROI Trends 166

Beyond Philosophy

JUNE 15, 2018

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast. So, What is Mental Accounting?

Airlines 144

Airlines How To Guidelines Customer Experience 144

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Customers

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support.

Chatbots 75

Chatbots Social Media Healthcare Study 75

Middlesex Consulting

JUNE 15, 2018

Warranty expense reduction is probably not part of your job description. But it should be. Here are the top three reasons why service and support executives should own warranty expense reduction. Remember, you are the customer advocate. And warranty failures always come at the worst time – just when your end user is coming to […]. The post Warranty Expense Reduction Should Be A Big Deal For You appeared first on Middlesex Consulting.

Consulting 60

Consulting Financial Customers Leadership 60

Oracle

JUNE 15, 2018

Animals may not have a voice to speak themselves, but it’s safe to assume that they’d give a “woof” or “meow” in approval of how customer experience technology has revolutionized the pet care industry. The American Pet Product Association estimates that in 2018, pet industry spending by consumers may exceed $72 billion.

Technology 64

Technology Customer Experience Exercises Industry 64

ReviewTrackers

JUNE 15, 2018

We here at Reviewtrackers are excited to announce a new update to the Ask Tool, our highly popular review generation and customer satisfaction survey workflow suite. The ReviewTrackers Ask Tool is the smartest way for businesses to capture online reviews and customer feedback through various ways: email campaigns, surveys, SMS, customizable landing pages, on-site kiosks.

Tools 56

Tools Policies Survey Feedback 56

Cyara

JUNE 15, 2018

For CX leaders who are in the trenches day-to-day, you know that paying careful attention upfront in the design stage can make or break the efficacy of your CX testing, and of course, ultimately the success of your CX. I’ve captured some best practices to keep in mind, start to finish — based on my years of experience as a developer myself, from working side-by-side with many Cyara customers and from a panel discussion I recently hosted with Cyara customers.

Tips 52

Tips Course Customer Experience Contact Center 52

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Communication

customer sure

JUNE 15, 2018

In our last blog post , we explored one of the reasons why people resist doing customer feedback. You should read that post, but the short version is that customer-centric feedback surveys get melded with business-centric research surveys, and the results please neither customers nor business. In this post we’re going to look at another misunderstanding which often trips people up when they start collecting feedback for the first time – how the feedback you collect gets used.

Effort Score 48

Effort Score Customer Centricity Feedback Comparison 48

dscout People Nerds

JUNE 15, 2018

Anthropologist Rachel Ceasar on the inextricable link between cultural and socio-economic bias, and how healthy we really are.

Culture 56

Culture 56

Lithium

JUNE 15, 2018

May has come and gone and we seem to be approaching the 2nd part of the year quickly! Thank you so much for your continual contribution. It makes this community, a community. Where peers can connect and engage with, and assist one another. No surprise here. we have some AWESOME people this month who have won our top contributors. Congratulations to @JasonHill , @TariqGrazitti , and @CarolineS !

Connections 40

Connections Engagement 40

Blueshift

JUNE 15, 2018

Our recent study shows that activating data is crucial to successful artificial intelligence (AI). However, 92% of the companies we surveyed said that they struggle with one or more of either data access, unification or analysis that prevents them from making better use of their customer data (see figure 1). Old news to you? Perhaps, […]. The post Why Do Marketers Struggle with Data?

Data 40

Data Marketing Analysis Study 40

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Tips

Lithium

JUNE 15, 2018

May has come and gone and we seem to be approaching the 2nd part of the year quickly! Thank you so much for your continual contribution. It makes this community, a community. Where peers can connect and engage with, and assist one another. No surprise here. we have some AWESOME people this month who have won our top contributors. Congratulations to @JasonHill , @TariqGrazitti , and @CarolineS !

Connections 40

Connections Engagement 40

Forrester's Customer Insights

JUNE 15, 2018

In-Store Mobile Delivers Service, Efficiency, and Convenience. Customer service through associate-assisted mobile scanning and checkout. Operational efficiency through associate mobility. Customer convenience through self-service mobile checkout.

Self Service 29

Self Service Retail Customer Service Employee Engagement 29

Lithium

JUNE 15, 2018

May has come and gone and we seem to be approaching the 2nd part of the year quickly! Thank you so much for your continual contribution. It makes this community, a community. Where peers can connect and engage with, and assist one another. No surprise here. we have some AWESOME people this month who have won our top contributors. Congratulations to @JasonHill , @TariqGrazitti , and @CarolineS !

Connections 40

Connections Engagement 40

Pointillist

JUNE 15, 2018

By Swati Sahai. What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

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

QuestionPro Audience

JUNE 15, 2018

Father’s Day falls on June 17th this year, and it looks like dads—and retailers—across the U.S. will be pretty happy with their kids. According to a study by the National Retail Federation, the expected spend for Father’s Day is $15.3 billion, or an average of $133 per person, second only to 2017’s Father’s Day spend of $15.5 billion, which was the highest in the 15-year history of the survey.

Infographics 150

Infographics Retail Study Survey 150