GetFeedback
NOVEMBER 19, 2018
The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Yet, many businesses still model their customer journey off the classic conversion funnel, which largely ignores how to retain existing, loyal customers by only including these six stages: Awareness , Interest , Consideration , Intent , Evaluation , and Purchase.
Heart of the Customer
NOVEMBER 19, 2018
Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model. Whether it’s Temkin Group’s CX Maturity Model, Forrester’s six-step CX Management Maturity exam, or MaritzCX’s CXEvolution, the complex models help you evaluate your program, and each is compelling in its own way.
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Topdown
NOVEMBER 19, 2018
As 2018 comes to a close, the customer communications industry finds itself in the midst of a major transformation. The previous year was marked by significant innovation as CCM and digital experience (DX) moved towards full integration, accompanied by automation becoming mainstream. With 2018 almost over, Topdown looks ahead to the future. Here are the technological and ideological changes poised to move the CCM industry in 2019.
GetFeedback
NOVEMBER 19, 2018
How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.
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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.
Wired and Dangerous
NOVEMBER 19, 2018
The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle –much quicker to leave if unhappy.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
NOVEMBER 19, 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. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu. (CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!
CSM Magazine
NOVEMBER 19, 2018
Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. Whether it’s the rise of the ethical consumer, an increased focus on trust or a desire for organizations to be more responsive, it’s clear that today’s consumers have more power and influence than ever before. 2019 will see an increased focus on smart technologies such as AI, augmented interactions and Voice of the Cust
NetBase
NOVEMBER 19, 2018
When you look at what social media has become, it’s amazing to think less than ten years ago we were merely on the brink of its potential. Social media, and the ways we analyze and use it, continues to grow rapidly, and that won’t change in the coming year. Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles.
Thematic
NOVEMBER 19, 2018
What is the customer feedback loop? The customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund. But not all feedback is customer complaints. Customers also leave feedback when they have a particularly memorable experience.
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Integrity Solutions
NOVEMBER 19, 2018
Many companies have aspects that appeal to this generation, and there are three critical factors you can focus on to attract and grow millennial salespeople. By Boris Zecevic. Now totaling roughly two billion people, the millennial generation plays a dominant role in how organizations operate today and what they will need to do to remain successful going forward.
One Millimeter Mindset
NOVEMBER 19, 2018
Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. Here’s why. First of all, customers continuously re-evaluate why they do business with us. Whether we are aware of their evaluations, or not. Second, the majority of messages we send to them, intentionally or not, clearly communicates we are out of touch with their requirements.
Call Center Pros
NOVEMBER 19, 2018
In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved. Everyone has a story to tell about an angry customer: We have all heard the story of the agent who could not even say hello before the client’s negativity radiated through the handset.
CustomerSuccessBox
NOVEMBER 19, 2018
We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. So what is the Valley of Death (VOD)? Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
ReviewTrackers
NOVEMBER 19, 2018
What is Yelp Call to Action? Online review site Yelp averages close to 180 million unique visitors every month (across its versions for mobile, desktop, and app). Great reviews, a positive brand reputation, and high-quality business photos can help convert some of those visitors into your customers. Another way to attract Yelp users to your business is to use Yelp Call to Action.
Bold360
NOVEMBER 19, 2018
Thanksgiving Day unofficially kicks off the busiest shopping season of the year, with consumers heading to stores in droves to take advantage of sales and discounts for their holiday shopping. In 2017 , more than 174 million American consumers shopped over Thanksgiving weekend. That number is likely to go up this year, with analysts predicting a 4.3 to 4.8 percent increase in overall holiday sales.
ChurnZero
NOVEMBER 19, 2018
ChurnZero has been named to the 2018 NVTC Tech 100 list by the Northern Virginia Technology Council (NVTC), the membership and trade association for the technology community in Northern Virginia and Greater Washington. “We strive to be an attractive company for local and national talent and the NVTC Tech 100 award recognizes the effort we’ve put in and success that we have achieved,” said ChurnZero CEO and founder, You Mon Tsang.
Andrew Mcfarland
NOVEMBER 19, 2018
Has the “work from home” option improved worker’s lives? The results are mixed. On one hand, employees value the flexibility to work from home and companies seem to benefit through increased productivity (thought that benefit is subject to some bias). .
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Genroe
NOVEMBER 19, 2018
It comes in many flavours but easily the most common question on Net Promoter that I get asked is: How good is my Net Promoter Score? Unfortunately it is also the question with the answer that people want to hear the least: there are very few ways to really know. While there are some reasonably […]. The post Net Promoter Score Benchmarks: Don’t Waste Your Time On External Data appeared first on Genroe.
Think Customers
NOVEMBER 19, 2018
Consumer confidence is at an 18-year high and holiday shoppers are ready to spend. Total retail sales in the U.S are expected to exceed $1 trillion during the holiday season, representing the "strongest growth since 2011," according to eMarketer. But, if there’s anything to be learned from the so-called retail apocalypse, it’s that retailers can’t rely on the same strategies they used seven years ago.
Forrester's Customer Insights
NOVEMBER 19, 2018
I remember a few years ago when, as enterprise architects, we sat around in the office of the VP of architecture and planned our data strategy on the whiteboard. Replace that clunky warehouse with a modern appliance? Check. Enterprise data model? Of course! The dreaded data governance plan? Yup, but our discussion was about IBM’s […].
Help Scout
NOVEMBER 19, 2018
While you’re rushing around serving customers this holiday season, don’t forget to take care of yourself. Here’s a Happy Thanksgiving message from Leah on behalf of everyone at Help Scout! While many of us will be enjoying a well deserved turkey break this week, there will still be plenty of people hard at work supporting our customers or perhaps just “checking in for a minute”.
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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.
Confirmit
NOVEMBER 19, 2018
In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses. While open-ended survey questions can help you collect deeper insights while asking fewer survey questions, getting respondents to provide meaningful detail in their responses can be a challenge.
Connective DX
NOVEMBER 19, 2018
Raise your hand if you’re a marketer who has struggled to learn how to use a new marketing technology platform recently. It’s not that I am necessarily bad at learning how to master new technology (trust me, my AOL Hometown website was decked out in 2001), it’s just that I’ve had to use a different platform for each organization I have worked at in the past four years I’ve worked as a marketer.
Confirmit
NOVEMBER 19, 2018
In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses. While open-ended survey questions can help you collect deeper insights while asking fewer survey questions, getting respondents to provide meaningful detail in their responses can be a challenge.
Oracle
NOVEMBER 19, 2018
SmarterCX is proud to present the Smarter Demos series , a 2-minute-or-less look at some of the most innovative CX technologies and how they work. The second video in the Smarter Demos series features an example of a retail chatbot that harnesses artificial intelligence. This particular chatbot was designed to help retail managers increase their productivity by providing business insight into inventory, store performance, and other critical KPIs.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Forrester's Customer Insights
NOVEMBER 19, 2018
Too many firms are heavily focused only on what their customers are looking for today. This makes sense if you are struggling to address these current, tactical needs. But if you are meeting these needs, your focus needs to shift to: Your customers’ needs evolution. Your customers’ ultimate objectives — beyond what they use you for. […].
Grade.us
NOVEMBER 19, 2018
If you own a struggling agency, and have hit a bunch of dead ends trying to turn it into a profitable business, or if you have a young agency and are ready for massive growth, but need some expert guidance from someone who has been there, Jason Swenk is the guy you're going to want to talk to. Jason launched and grew his own agency into a multimillion dollar business.
Forrester's Customer Insights
NOVEMBER 19, 2018
I published my first Forrester Wave™ today, covering the managed security services provider (MSSP) market in Europe. The culmination of four months of hard work by not just us but all the vendors involved, this is to my knowledge our first analysis focused on the needs of the European market for MSSPs. Here are some […].
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