Mon.Apr 22, 2019

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Psychological Concepts that are Useful in Creating Better CX Strategies

CloudCherry

Most businesses know that it’s not enough to merely market a product to the customer. Along with the product, brands have invested in creating a customer experience (CX) that will keep customers coming back to them. In our article ‘Delivering Customer Experience That Deliver Value’ , we discussed how understanding a customer’s psyche is key in providing customer service that has actual value for your business.

Strategy 186
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Useful For All: Why Digital Accessibility Should Be Your Top CX Priority

Hero Digital

While emotional brand experiences were a huge focus for the 2018 digital landscape, accessibility is increasingly front-and-center in conversations about customer experience (CX). According to Matt May , head of inclusive design at Adobe, “Accessibility is the goal to ensure that products support each individual user’s needs and preferences.” His definition intentionally avoids specifying people with disabilities as the target.

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Preparing Tomorrow’s CX Workforce

Think Customers

2018 was marked by a historically tight labor market that had employers scrambling to find enough qualified workers to maintain growth. While it’s difficult to predict how much longer this trend will continue, other questions emerge: Which industries are likely to remain understaffed? How has the labor shortage impacted existing jobs and future positions?

Trends 53
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CX to XM: Propelling Humanity & Intelligence

Experience Matters

As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs. Many people have asked me recently about why we’re now focusing on XM instead of on customer experience (CX).

Training 192
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The 2023 Verint Experience Index: Retail

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

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Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?

GetFeedback

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a.

More Trending

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Field Service Management Software Release: New Alliance Enterprise Spring 2019

Alliance by IFS

Astea will join field service management software vendors at Field Service Palm Springs, April 23–26, to showcase Alliance Enterprise™, the updated version of its award-winning service management and mobility platform. HORSHAM, PA (April 16, 2019) — Astea International Inc., a leading global provider of field service management (FSM) software and mobility solutions , today announced it is launching Alliance Enterprise™ Spring 2019, the newest version of its award-winning Alliance field service m

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5 Top Customer Service Articles for the Week of April 22, 2019

ShepHyken

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. Why Anxious Customers Prefer Human Customer Service by Michelle A. Shell and Ryan W. Buell. (HBR) It is clear that these technologies are less expensive to offer than human support.

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Reputation Management versus Reputation Marketing

Customercount

Is there a difference between reputation marketing and reputation management? Absolutely. We'll tell you more here. Continue reading → The post Reputation Management versus Reputation Marketing appeared first on CustomerCount.

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The Best B2B Marketing Blogs to Follow

Genroe

It’s been a pretty good year for us so far. Our clients are happy because they’re websites are getting more traffic, their emails are getting more engagement and they’re getting more leads. Google’s search algorithm has been through an update and we’ve learned a lot from reading up on what other experts in the marketing […]. The post The Best B2B Marketing Blogs to Follow appeared first on Genroe.

B2B 72
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Meet Astea’s North America Team at Field Service Palm Springs 2019

Alliance by IFS

Sorry, this entry is only available in German. The post Meet Astea’s North America Team at Field Service Palm Springs 2019 appeared first on Astea.

Meeting 72
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Why Customers Have A Responsibility To Help Companies Improve Their Customer Service

Michel Falcon Experience

I believe you and I have a responsibility – that responsibility is to help companies we do business with improve their customer service. How? When was the last time you received great customer service? Did you go out of your way to call or email the employee’s manager and tell them of the great experience? Watch this video to learn why I believe we as consumers need to step up and help the employees of these companies!

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Personalize The Customer Experience of Your Restaurant With These 5 Tips

Survaider

Irrespective of what scale you start a business on, you ultimately want to see it grow further ahead. That growth becomes a possibility when your restaurant brand creates a better customer experience, and thus, better customer loyalty.

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Infographic: Top 5 Financial Benefits of a Customer-Powered Community

Influitive

One of the most valuable resources available to businesses today is a healthy community of engaged, happy customers. In fact, IDC expects the worldwide online communities market revenue to grow to $1.2 billion by 2019, representing a CAGR of 24.3%. Many leading companies are also leveraging their communities to mitigate costs, saving thousands without having.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Inspiring initiative

Customer Enthusiast

Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting a prom after-party that evening, I approached him at 2:30pm and asked, “Why are you gaming? You have pictures at 5:00 and you’re hosting a party tonight. There’s three or […]. The post Inspiring initiative appeared first on Steven Curtin.

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Questions & Answers on The Future of Service Excellence

Up Your Service

The largest English language news service in Romania posed these insightful and provocative questions. In this video, Ron Kaufman answers them all! 1. How do you see the future of customer service in those industries in which automatization and robots are replacing jobs? 2. How did the so-called gig economy change the customer experience? What can traditional companies learn from Uber & AirBnb business models in what concern the customer experience?

B2C 49
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What Brands Can Learn from Coachella’s Social Media Marketing Mastery

NetBase

You may not know what it is, or you may know and love to hate it, but the power Coachella wields online every April is undeniable. And it’s a hard-won dominance, no doubt. Let’s find out what makes it so popular and what brands can emulate – because there’s lots that they can learn from this fashionable festival! Little Bit About It. The Coachella Valley Music and Arts Festival began in 1999, well before “online” became a thing, so it’s grown up alongside it – and expanded exponentially right al

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Questions & Answers on The Future of Service Excellence

Up Your Service

The largest English language news service in Romania posed these insightful and provocative questions. In this video, Ron Kaufman answers them all! 1. How do you see the future of customer service in those industries in which automatization and robots are replacing jobs? 2. How did the so-called gig economy change the customer experience? What can traditional companies learn from Uber & AirBnb business models in what concern the customer experience?

B2C 45
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The Open CCaaS Advantage Report

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.

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Key Performance Metrics for Quality Analysts and How to Improve Them

Playvox

Any effective quality assurance program hinges on the choice of performance metrics. If you’re not sure which performance metrics are most important, you might not end up with the insights you’re looking for when evaluating customer service agents’ work.

Metrics 42
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Building the Customer Experience – from the Floor up

Confirmit

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. And it’s so successful that their CEO has decided to replicate it in their subsidiary companies. DOWNLOAD.

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Has your NPS program become…boring?

Wootric CX Blog

As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer happiness. NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity. It credited with driving customer retention and revenue growth. .

NPS 40
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Leveraging InsurTech to Improve Claims

Ecrion

Insurance is an old industry. Like all older industries, you have to become more modern to meet the demands of your customers. Otherwise, you lose those customers and quickly fade away. This is why most insurance companies are investing in insurTech. Over the past few years, insurTech has emerged in the insurance space. Investments have grown by leaps and bounds — whereas $140 million was invested annually in 2011, investment climbed to $270 million in 2013, and $2.7 billion in 2015. 1 Understan

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Top 5 Ways to Optimize Your Loyalty Strategy

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

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Exclusive Forrester report examines the top 3 trends in CX measurement

Ascribe

Ascribe shares the Forrester Research report, “The Future of CX Measurement” by Maxie Schmidt-Subramanian. The post Exclusive Forrester report examines the top 3 trends in CX measurement appeared first on Ascribe.

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Enterprise HHS Made Real Part 2: 7 Steps to Data Governance for Meaningful Outcomes

North Highland

In part one of our blog series, we discussed how health and human services (HHS) programs can achieve better outcomes through a holistic approach. These successful approaches are built on insights from a broad range of data about the agencies’ clients, ultimately aimed at helping individuals and families achieve sustained independence. The value of insights can be applied to several timely challenges.

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The Internet Reacts: Game of Thrones S8 Episode 2 in Social Data Charts

Brandwatch CX

Data 86
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ABM: Flash In The Pan Or Here To Stay?

Forrester's Customer Insights

At the SiriusDecisions 2019 Summit on May 5–8 in Austin, Texas, I will join two of my new colleagues from SiriusDecisions, Service Director Matt Senatore and Senior Research Director Bob Peterson, in presenting our POV on the future of account-based marketing (ABM). I have to say that, prior to Forrester’s acquisition of Sirius, I was […].

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How Dun & Bradstreet gets sales teams to buy-in on customer experience

Qualtrics

Talk to any salesperson and they’ll tell you that personal experience and relationship-building are core aspects of their job. Not to mention gut feelings, especially when it comes to assessing new leads or choosing which accounts to focus their attention. That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema to the ways sales team have operated for centuries.

Sales 34
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Introducing Forrester’s Digital Competency Map

Forrester's Customer Insights

Digital transformation is your opportunity to reimagine your company from the ground up – don’t mess it up with poor, missing, or misallocated talent. Business leaders involved in digital transformation say that finding the right people with the right skills is one of their biggest challenges. To help digital executives we developed the Forrester Digital […].

Company 45
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How to get your sales teams’ buy-in on customer experience

Qualtrics

Talk to any salesperson and they’ll tell you that personal experience and relationship-building are core aspects of their job. Not to mention gut feelings, especially when it comes to assessing new leads or choosing which accounts to focus their attention. That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema to the ways sales team have operated for centuries.

Sales 34