QuestionPro Audience
JUNE 8, 2018
May brings fresh flowers, and fresh infographics! We love a good data dive at QuestionPro Audience, and we know you do too. Especially when they come in our favorite guilty pleasure—a colorful infographic. So, we’ve curated a list of the top 5 infographics of May for your reading enjoyment. . 1 – THE BEST DAYS & TIMES TO POST ON SOCIAL MEDIA .
Beyond Philosophy
JUNE 8, 2018
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.
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Myra Golden
JUNE 8, 2018
Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. Using the principles of harmony, assertiveness and leading from the martial art Aikido, Myra walks your employees through the steps to politely and confidently control conversations.
ShepHyken
JUNE 8, 2018
This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. Meet Mor and Yoni, two of the Lightricks support team all-stars. Ever been put on hold for three hours? Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.
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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.
InnerTrends
JUNE 8, 2018
Trying to sort out retention on its own is like hoping to solve a medical issue by dealing with the symptoms alone, while ignoring what caused it in the first place. A quick fix leads to shallow short-term results. You might win back a few customers, but the main issue lies somewhere else. Retention: the everlasting worry of most companies. I’ve recently had the chance to work on retention campaigns for two very different companies: a medium-sized company with clients ranging from consumers to s
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alliance by IFS
JUNE 8, 2018
What are your roadblocks to success? For many field service organizations, the biggest challenges are the skilled trades gap ( there are not enough new technicians to fill the shoes of retiring ones ) and the growing need for more transparency and smarter interactions with demanding customers ( thanks a lot, Amazon! ). Field Service Management (FSM) technology coupled with a visual intelligence platform empowers you to share critical information in real-time with both field technicians and custo
Bold360
JUNE 8, 2018
We hear it all the time — Is this AI thing for real? Can it actually help my business or is it just the latest buzzword? We get it. The way businesses engage with customers seems to be changing at the speed of light. One minute the must have channel is live chat, the next it’s Facebook Messenger and now you need both of those, but a robot should be there answering questions when they can.
Alliance by IFS
JUNE 8, 2018
What are your roadblocks to success? For many field service organizations, the biggest challenges are the skilled trades gap ( there are not enough new technicians to fill the shoes of retiring ones ) and the growing need for more transparency and smarter interactions with demanding customers ( thanks a lot, Amazon! ). Field Service Management (FSM) technology coupled with a visual intelligence platform empowers you to share critical information in real-time with both field technicians and custo
Ecrion
JUNE 8, 2018
When it comes to change within a business, a small minority will embrace it, arms outstretched as if preparing to hug a long lost friend. For everyone else, the thought of changing something — such as customer communications migration — can bring chills, heart palpitations, and headaches. What will change? How much will it cost? How long will it take to change?
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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.
Escalent
JUNE 8, 2018
New Market Strategies study reveals consumer attitudes on “fast” and “slow” lanes Many industries are closely watching the future of net neutrality.
Ecrion
JUNE 8, 2018
When it comes to change within a business, a small minority will embrace it, arms outstretched as if preparing to hug a long lost friend. For everyone else, the thought of changing something — such as customer communications migration — can bring chills, heart palpitations, and headaches. What will change? How much will it cost? How long will it take to change?
West Monroe
JUNE 8, 2018
West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. I attended CS Week a few years ago, and the big talk then was how “rate payers are now our customers, and they are demanding improved service.
Oracle
JUNE 8, 2018
In the spirit of graduation season, SmarterCX.com is proud to present our “ Advice for Future Customer Experience Leaders ” series featuring customer experience tips, career inspiration, and personal stories from some of the customer experience industry’s most influential leaders. So if you’re a new or upcoming graduate who is looking to get into the technology industry, or a current CX practitioner with your eye on becoming a top leader, read on for highlights from our g
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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,
Maru/HUB
JUNE 8, 2018
Most businesses today collect market research data – but how many are achieving real results and meeting business objectives? Eye Trackit allows you bring market research data and all other existing data from across your organisation together in one platform to discover one powerful source of truth. Eye Trackit has been designed by Market Research professionals, for Market Research professionals.
Solvvy
JUNE 8, 2018
The post Lead with Customer Experience, Not Technology appeared first on Solvvy.
Forrester's Customer Insights
JUNE 8, 2018
What are the CX trends that will impact customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. Until only a few years ago, most CX pros would have scoffed at talks of China as an innovator. But this has changed at breathtaking speed. Today, China […].
Maru/HUB
JUNE 8, 2018
Your brand is a story unfolding across all customer touchpoints. That’s why marketers must understand the customer journey, in order to take action at those crucial touchpoints. The post A Marketers quick guide to delivering perfect Customer Experience appeared first on Maru/Syngro.
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.
Forrester's Customer Insights
JUNE 8, 2018
If you had half an hour with a board member, and you wanted to get coaching from them about how to communicate with them about security, what would you ask them? In a few weeks’ time, I will have just that opportunity when I facilitate a panel with some prominent board directors. Getting inside the […].
CSM Magazine
JUNE 8, 2018
Organizations have been trying to crack the code to providing the type of customer service that makes customers happy and keeps them that way for, well, about as long as customer service has existed: “Prithee, to whom do I speak about this detestable display of sword sharpening?” Compared to the businesses of yore, modern-day organizations would seem to have the advantage thanks to the raft of customer service technology currently available.
ReviewTrackers
JUNE 8, 2018
This article is from Upserve. Upserve is the industry’s leading full-service restaurant management platform. Built specifically for restaurants, Upserve’s technology suite includes Breadcrumb Restaurant POS , online ordering, and analytics technology that makes it possible for restaurateurs to make data-backed decisions every single shift. Everyone knows that technology can make your life easier.
LiveChat
JUNE 8, 2018
Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. On the flipside though, failure to communicate well can create dissatisfaction, frustration, and a decrease in sales.
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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.
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