Fri.Oct 04, 2019

Guest Blog: How to Engage Customers with Your Brand

ShepHyken

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement.

Brands 128

The Fundamentals Of Effective Marketing Communications

Beyond Philosophy

Some people confuse marketing and advertising. Many people think they are the same thing. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

17 brand tracker sins and how to avoid them

Qualtrics

Your brand tracker should be one of your company’s most talked-about assets. When you have a tracker that works, it improves your messaging, your products, your employees and even your customer experience.

Why First Response Time Is Not Enough For Your Mobile Customers

NICE inContact

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Why Survey Data Collection Is More Important Than Ever

GetFeedback

How to use survey data collection to optimize your customer experience (CX) across all departments within your organization. Articles

Survey 195

More Trending

Why Survey Data Collection Is More Important Than Ever

GetFeedback

Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. How else are you supposed to know what your customers think about your product or service? And by think I mean more than just vague concepts like they love it , but more concrete and useful things like: What feature do they value most?

Survey 150

Why We Made 2019 The Year of Relentless Innovation at Bizagi

Bizagi

In the age of digital Darwinism adaptability is the key to survival. The hard truth is that success in the past is no guarantee of success in the future. We firmly believe that for companies to survive and thrive in this digital age, they need to be more Agile, Connected and Engaging. “To

21 Top Social Media Tools for 2020

NetBase

October 2019 Update: Trends change, technology advances, and correspondingly, social analytics and social media management tools become increasingly more powerful. What are the top social media tools to have on your radar in 2020? We have an updated list!

Alexa, What’s the ROI of Voice and Chat Assistants?

Think Customers

New research finds that customers increasingly want their voices heard by brands, literally.

ROI 56

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

AI in Ecommerce: Personalization and Beyond

CSM Magazine

Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience. Many online retailers are already making use of the AI capabilities built into ecommerce platforms (for example, SAP Customer Experience or Salesforce Commerce Cloud).

ChurnZero Customer Success Professional Spotlight

ChurnZero

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire.

TACOS at Qualtrics: A History of Culture

Qualtrics

Contrary to popular belief, not everything monumental for Qualtrics starts in a basement. So, it is with a deep sense of irony that a deep dive into the pillars of the Qualtrics cultur e – affectionately known as the TACOS – reveals a startling truth.

The Client Book Club

Forrester's Customer Insights

This week, Forrester’s Board of Clients was in Cambridge. This amazing group advises the company on strategy, new products, and improving our service. Over the years, they have had a big influence on how we work and where we are going — this year, the discussion was particularly valuable.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

The missing link between NPS and better customer care (spoiler: it’s text analytics)

Keatext

The post The missing link between NPS and better customer care (spoiler: it’s text analytics) appeared first on Keatext. Customer Experience

A Lesson On Facial Recognition, Privacy, And GDPR From The Far North

Forrester's Customer Insights

(Jeremy Vale coauthored this post.)

40

August & September Community Highlights

Lithium

The last two months came with big updates for Khoros. In August, Jack Blaha, Khoros’ new CEO introduced himself to the community and shared his plans for Khoros. In September, we celebrated the community’s 11th anniversary and unveiled our new name, Atlas , during Engage.

The Key To Your AI Transformation: Think Like A Supervillain

Forrester's Customer Insights

Want to take over the world using AI? Contrary to popular belief, AI isn’t going to design a plan for AI-enabled world domination for you. And don’t hold your breath, it won’t be doing so anytime soon.)

Data 40

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

3 Customer-Driven Insights From CXFS 2019

Smarter CX

CXFS 2019 brought together senior leaders and industry experts to discuss the latest trends in financial services customer service. This year’s agenda was rich with familiar themes in the CX world, as financial services leaders explored the importance of a customer-centric focus and offered tactical panels and tracks on the Future of AI in Financial Services and the Ins and Outs of FS Experience Design. Here’s a closer look at some of the timeliest takeaways.

Zero Trading Fees Are Here – So Are Significant Market Cap Losses

Forrester's Customer Insights

The bottom line: while this appears to be a typical price war among industry incumbents, what we’re seeing is a broader fight for trading volume and relevance started by digital disruptor Robinhood who used technology to upend the status quo.

Growth marketing powered by customer experience

delighted

Who doesn’t want to grow their business? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers.

The Future Of Services: An Interview On Why We’re Launching This Research

Forrester's Customer Insights

This is an interview that Allen Bonde and I did to launch our coverage of the future of services. Markets and firms are changing dramatically under the relentless forces unleashed by technology. Customers’ expectations rise continuously. Firms die or thrive based on their ability to reinvent their businesses to reach and serve customers. And […]. age of the customer

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

The CXO’s view: “Technology is being copied faster and faster, so the differentiating factor in B2B becomes customer experience.”

Qualtrics

SES Networks is the world’s leading satellite operator, and the only one that operates into two different orbits. We sat down with the company’s Chief of Staff and Global Customer Experience to talk about how it’s taking B2B CX to new heights. Watch the full interview, or check out some of her key takeaways below. On the importance of ownership: “CX is often a program you do on the side.

B2C 21

After You’ve Gone Live with Amazon Connect CX Assurance Continues

Cyara

In my last blog post , I focused on how Cyara Accelerator for Amazon Connect helps companies achieve both speed and quality in their initial migration to Amazon Connect, and in their ongoing development on their new platform.

The CXO’s view: “Technology is being copied faster and faster, so the differentiating factor in B2B becomes customer experience.”

Qualtrics

SES Networks is the world’s leading satellite operator, and the only one that operates into two different orbits. We sat down with the company’s Chief of Staff and Global Customer Experience to talk about how it’s taking B2B CX to new heights. Watch the full interview, or check out some of her key takeaways below. On the importance of ownership: “CX is often a program you do on the side.

B2C 20

Case Study: How RICOH Printers Improved their NPS® by 40 points

Beyond Philosophy

Case Study: RICOH Printers (Canada). I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey. In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.