Centriam Customer Experience Lab
JUNE 27, 2018
Machine learning. Artificial intelligence. Big data. Deep learning. These terms have saturated the modern business lexicon and permeated the zeitgeist. What is your experience with these buzzwords? You’ve certainly read about them and likely talked about them, but have you implemented them? Are you leveraging them to improve your customer experience?
CX Accelerator
JUNE 27, 2018
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.
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GetFeedback
JUNE 27, 2018
Feedback is a gold mine for businesses. Learn how to scale your survey program and maximize your insights with Multi-Language and Draft Mode.
CX Journey
JUNE 27, 2018
Image courtesy of Pixabay Here's another age-old debate. gold or platinum? Personally, I prefer platinum. Oh wait. What are we talking about? LOL. Rules. I'm talking about rules. I still prefer platinum! On the heels of my recent post about imagining that you're a human. I thought I'd take a look at which one, the Golden Rule or the Platinum Rule, puts us into more-human and more-empathetic shoes.
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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.
ReviewTrackers
JUNE 27, 2018
According to the 2018 Online Reviews Survey by ReviewTrackers, Google is outpacing other review platforms like Yelp, TripAdvisor, and Facebook in terms of growth in online reviews. Simply put: the search engine giant is dominating the review market: 64 percent of consumers say they are likely to check reviews on Google before visiting a business — more than any other review site. 21 percent agree that Google reviews are one of the most important factors in their search for a local business, rank
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 27, 2018
There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that custo
Joe Rawlinson
JUNE 27, 2018
For ecommerce websites, the essential thing is to attract as much relevant traffic as possible. Of course, you need to have a well-designed website, offer quality products, add various incentives, discounts, content, etc. but all of these things are easy compared to driving quality traffic. On top of that, all of these things won’t matter if there are no interested people visiting your site and seeing what products and discounts you are offering.
Influitive
JUNE 27, 2018
What if creating advocate marketing campaigns—that turn your best customers into vocal advocates—were as easy as waving a magic wand? Anyone who has ever built an advocacy campaign will tell you that it can take a lot of work. That’s where I come in. As Influitive’s Campaigns Specialist, I spend most of my time building.
dscout People Nerds
JUNE 27, 2018
Shopify’s Emma Craig uncovers what makes us playful and what makes us stressed when we shop online—and why making room for human moments is key. .
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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.
Answer Dash
JUNE 27, 2018
Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Let's begin! 1 - IT’S NORMAL TO FEEL ANXIOUS! Leading a customer experience transformation is a lot of work! And let me tell you, from the heart, that the paranoia and anxiety you’re feeling is very normal.
Eptica
JUNE 27, 2018
Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? The opening keynote at the recent Gartner Customer Experience & Technologies Summit began with a list of some of the things that Customer Experience Managemen
SurveyGizmo
JUNE 27, 2018
Collecting Personal Information with Surveys Should Be Handled Delicately. Depending on the initiative that your survey project is supporting, it’s possible that you’ll want to collect some personal information (PI) from respondents. In order to receive actionable data in an ethical manner, it’s essential to maintain the best practices outlined in this article while collecting PI.
CX Advantage Walker
JUNE 27, 2018
Journey mapping is an excellent tool that organizations can leverage to depict customer experience. The goal of journey mapping is to learn what customers care about the most – from initial product awareness, all the way through renewal or repurchase. A key component of building a journey map is using employees and internal teams to. Continue reading.
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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,
Playvox
JUNE 27, 2018
Optimizing your quality assurance program so you can gain better visibility on just how well your team is a big step towards scaling your organization fast while maintaining the same great quality as you first did at the very beginning.
ClientSuccess
JUNE 27, 2018
Ahhhh, summer. For Customer Success Managers (CSMs), summer offers both a blessing and a curse. A blessing, of course, because there is no time like summertime, but also a curse because it can be close to impossible to engage with or even get a response from customers. During the three months between Memorial Day and Labor Day in the U.S., receiving the dreaded ‘Out Of Office’ message can become a daily occurrence.
COPC
JUNE 27, 2018
In this edition, COPC Inc. marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Joey Coleman’s Never Lose a Customer Again covers a lot of ground and does so with a highly personable and approachable style that’s a fun read. At the heart of the book is a comprehensive definition of the customer experience as encapsulated in eight phases: Assess, Admit, Affirm, Activate, Acclimate, Accompli
CSM Magazine
JUNE 27, 2018
Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. Voice from the past. While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue.
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.
Oracle
JUNE 27, 2018
According to the UN , the population of people aged 60 or over is growing faster than all younger age groups — the world population of those aged 60+ is expected to double by 2050 and triple by 2100. Healthcare for seniors continues to be a growing concern as the 60+ age group gets larger, but IoT (the Internet of Things) offers several innovations that can assist in senior care and help seniors maintain a more independent lifestyle.
CSM Magazine
JUNE 27, 2018
Having a website is a necessary tool for a business to operate and provide customer service online. There are a lot of website builders nowadays that offer really great designs, usage and of low cost. Listed below are the seven best website builder software of 2018: 1. Website Builder. With website builder, you can now be able to create you very own professional website in just three easy steps.
AskNicely
JUNE 27, 2018
B rands that are serious about improving customer experience are those that put engagement and feedback front and center. Aligned on this vision for several years now, AskNicely and Intercom again join forces to help companies differentiate on better user experiences, empower their teams and grow faster by leveraging customer feedback, which Intercom’s Des Traynor calls “business oxygen.”.
Forrester's Customer Insights
JUNE 27, 2018
There’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute. And these potential customers have money to spend: Over 1 billion people worldwide have a disability, and they have over $1.2 trillion in annual disposable income. That number balloons to […].
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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.
GetFeedback
JUNE 27, 2018
Feedback is a gold mine for businesses, but sending surveys and analyzing the results takes time. How do you keep up with a constant flow of new data and insights without losing sight of your goals? With GetFeedback, you can tap into the minds of employees, prospects, customers, and partners—all though a single, powerful platform. And today, we’ve added two more features to help you streamline survey development: Multi-Language Surveys and Draft Mode.
NICE inContact
JUNE 27, 2018
I was privileged to be the third at bat as part of a NICE inContact webinar series this month. My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. As a native New Yorker, and die-hard Yankees fan, I also had the opportunity to highlight Yankee star batter Aaron Judge in my presentation slides, an opportunity I embraced.
Bold360
JUNE 27, 2018
“By 1985, machines will be capable of doing any work that humans can do.” – Marvin Minsky, MIT, 1967. Since the inception of machine learning, AI has carried a lot of hype. As we go back through the history of AI, it seems the only predictable thing about AI is the hype surrounding it, and these days, the hype is at an all-time high.
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