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.

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.

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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?

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More Trending

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

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.

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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!

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).

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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 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

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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.

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.

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.)

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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.

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

Forrester's Customer Insights

(Jeremy Vale coauthored this post.)

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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.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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

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.

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.