CSM Practice

APRIL 3, 2019

Customer Success 53

Customer Success How To Customers 53

One Millimeter Mindset

APRIL 3, 2019

A customer experience glass exists for your organization or association. How would your customers or members describe it? Most groups I speak to rely on a traditional 5-point customer satisfaction rating scale to keep them going in the right direction. Yet, as a planning tool, this scale falls short of delivering the insight and direction required not only for business growth.

Customer Experience 12

Customer Experience Customer Retention Consulting Employee Experience 12

Ann Michaels and Associates

APRIL 3, 2019

The terms “customer service” and “customer experience” are often used interchangeably, but they have very different meanings and interpretations. While they are related, there are definitely unique characteristics of both. Today, research shows that companies investing in customer experience boast a higher stock price. According to a portfolio of publicly traded companies drawn from the top 20% of brands in Forrester’s Customer Experience Index – these companies that invest in customer experienc

Customer Service 45

Customer Service Customer Experience Net Promoter Score Self Service 45

GetFeedback

APRIL 3, 2019

Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason! After all, how often can you boast about having a cooler that is bear-proof , fortified from the elements and can withstand even the roughest elements ? YETI owners can. The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience.

Feedback 220

Feedback Omni-Channel Analytics Self Service 220

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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.

Customers

Kristina Evey

APRIL 3, 2019

Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read More Customer Experience Questions to Challenge Yourself Every Day. The post Customer Experience Questions to Challenge Yourself Every Day appeared first on Kristina Evey.

Customer Experience 227

Customer Experience Customers Customer Experience Management Loyalty 227

C3Centricity

APRIL 3, 2019

How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. And getting it approved by your executive board is perhaps the most challenging part of all. Management are renowned in most organisations for “innocently” posing questions when passing marketers in the corridor or while socialising at a company event.

Marketing 192

Marketing How To Advertising Brands 192

CloudCherry

APRIL 3, 2019

I recently found myself shopping for a new TV. Our old Television had begun to emit an annoying high pitch and would sometimes shut down on its own. We were tired of adjusting the volume. So, we set-off to find a new TV. It was up to me to come across a brand-new model that would perform well. So, it’s Friday night and I had already got online and started my search.

Customer Experience 150

Customer Experience Effort Score Hotels Social Media 150

NICE inContact

APRIL 3, 2019

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days.

Engagement 138

Engagement Contact Center Government System 138

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it!

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

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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.

Communication

GetFeedback

APRIL 3, 2019

Read how YETI fuels their customer centric values through GetFeedback.

Feedback 150

Feedback Customer Centricity Customers 150

ShepHyken

APRIL 3, 2019

“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back. I complimented her on the small but kind gesture, and it started a great conversation about life and customer service.

Customer Service Training 131

Customer Service Training Training Customer Service Connections 131

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it!

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

ReviewTrackers

APRIL 3, 2019

Just a handful of the 730 million TripAdvisor reviews and opinions can alter the ranking of a TripAdvisor business listing. A higher Popularity Ranking means more exposure, customers, and conversions. The driving force behind these rankings is TripAdvisor’s Popularity Ranking algorithm. Specifically, it looks at three main factors to decide if your listing should be ranked higher or lower than the competition.

Tools 94

Tools Customer Experience Feedback Customers 94

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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.

Training

Oracle

APRIL 3, 2019

The omnichannel approach to sales is redefining how marketers approach their audience. Now, instead of focusing on how one message appears on targeted platforms, marketing teams are scrambling to create multiple messages for a singular campaign to deploy over various channels — all with the hopes of getting the attention of the right customers. But, what if brands didn’t have to rely so heavily on a mass message, and instead tried personalizing their approach to individual consumers?

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

iPerceptions

APRIL 3, 2019

A crucial part of Customer Experience Management (CEM) is not only putting in place the means to deliver great experiences for your customers, visitors or users. It’s also about addressing any poor experiences that might slip through the cracks, and in this day and age, the speed and efficiency at which you resolve customers’ issues have never been more important.

CEM 90

CEM Feedback Customer Experience Management Customer Experience 90

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. We’re using the launch as a cheesy excuse to walk through the Five Journey Mapping Questions. Two weeks ago, […]. The post Who’s the Right Customer to Map?

Customer Journeys 83

Customer Journeys B2B Customer Focused Customers 83

Alliance by IFS

APRIL 3, 2019

Learn how a global IT services provider delivers more customer value through scheduling optimization. As your field service organization (FSO) becomes more complex, are you challenged with integration gaps between your software systems? Are you able to optimize technician schedules across different worker types, skill sets, product lines and customer SLAs?

Tools 88

Tools Innovation System CRM 88

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

The DiJulius Group

APRIL 3, 2019

The 3 Best Ways To Interview Potential Employees The biggest problem with the typical interview process is that most intelligent candidates can game it. Everyone knows they are going to get asked, “Tell me two negatives about yourself.” A well-prepared candidate will respond, “I am a perfectionist and workaholic.” The companies that hire the best. Read Full Article.

Groups 88

Groups Company Measurement Training 88

Eptica

APRIL 3, 2019

Date: Wednesday, April 3, 2019 Author: Guest author: Colin Shaw Creating Actionable Insights from Irrational Humans. Published on: April 03, 2019. Author: Guest author: Colin Shaw Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic.

Hospitality 74

Hospitality Self Service Trends Training 74

Gainsight

APRIL 3, 2019

Match the emoji clues with the right Pulse 2019 Track! If you can answer #5, you’re an emoji MASTER. Want to learn more about Pulse 2019 tracks, sessions, and speakers? Visit the official Pulse 2019 event page. The post Can You Solve These Pulse Emoji Puzzles? appeared first on Customer Success Software | Gainsight.

Software 68

Software Customer Success Customers 68

Customer Enthusiast

APRIL 3, 2019

After buying our first home in 2000, my wife and I spent many weekends shopping at The Great Indoors, a home décor chain founded by Sears in 1997. One of our early purchases was a Kenmore canister vacuum cleaner. For more than a decade until the retail chain became defunct in 2012, I returned to […]. The post The unseating of Sears appeared first on Steven Curtin.

Retail 64

Retail Employee Engagement Innovation Engagement 64

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

North Highland

APRIL 3, 2019

Performance management is an ongoing exercise between a supervisor and an employee to ensure that the employee is equipped to and, is in fact helping, the organization meet its goals. Traditionally, this process has focused on the performance appraisal as a way of measuring the quality of work an employee produces. It generally included a supervisor rating an employee on several goals or objectives and the results of the appraisal were often tied to employee compensation.

Management 58

Management Culture Feedback Metrics 58

NetBase

APRIL 3, 2019

With school holidays and summer vacation approaching, the desire to get out of Dodge is strong. When people head off on travel adventures, where do they go, and what do they love most? Let’s use social analytics to find out! Chatter Vs. Love. We say this a lot, but it bears repeating that conversation volume doesn’t directly correlate to consumer love.

Infographics 55

Infographics Travel Tourism Fashion 55

MyCustomer

APRIL 3, 2019

3rd Apr 2019. D. We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from. By. Peter Dorrington. European Director of Customer Insights.

Connections 52

Connections Customer Insights Consumers Industry 52

Ecrion

APRIL 3, 2019

It doesn’t matter what industry your company is in, the one thing every business has in common across the board is document creation. Whether it’s generating documents for your customers or potential customers, having reliable document creation software could mean the difference between a great customer experience and losing a customer to a competitor.

Software 40

Software Customer Centricity Communication Interaction 40

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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.

Self Service

Kustomer

APRIL 3, 2019

Brad Birnbaum reflects on the latest CS trends in his recent Forbes column. Kustomer CEO and Co-founder Brad Birnbaum is a Forbes Contributor covering trends in the customer service industry. His column this month is a call to action for enterprise customer service leaders: prioritize strategic thinking and challenge the status quo. It’s the only way to continue offering a truly modern, delightful customer experience.

Brand Values 40

Brand Values Trends Customer Service Industry 40

Playvox

APRIL 3, 2019

Quality assurance is a must for any call center or customer service department. Bringing a team of quality assurance analysts into your business to monitor your agents’ work and review the type of experience your customers receive is the first step towards building a better, more efficient, more successful operation.

Call Center 40

Call Center Management Customer Experience Customer Service 40

Bold360

APRIL 3, 2019

Think about what’s most critical to your happiness and satisfaction at work. Is it the pay and benefits ? The hours? The people? Are those things enough to make a job fulfilling? Chances are there are other factors that are just as important , or more so —things like feeling empowered to make an impact , having the right tools and support to be successful , and not feeling constantly pressured or under the gun.

First Call Resolution 40

First Call Resolution Customer Satisfaction Tools Resources 40