kommunicate

AUGUST 28, 2019

Consumers are overwhelmed with company communications every single day. As a result, businesses and brands need to find ways to foster a much deeper relationship with their customers. There is a dire need to be able to maintain an open communication channel constantly, yet without being invasive. People all across the world have grown to [.]. The post How Email Saves the Day in Customer Support and Marketing appeared first on Kommunicate Blog.

Marketing 40

Marketing Communication Consumers Customers 40

SMG CX

AUGUST 28, 2019

ROI 40

ROI Industry 40

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. However, the reality is that, just like a song isn’t one note, you need more than one way to capture all of the tones in your customers’ voice.

Survey 139

Survey Contact Center Net Promoter Score Omni-Channel 139

ShepHyken

AUGUST 28, 2019

Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole. Obviously, this makes the game longer and harder. The extra distance usually translates into taking a few more swings at the ball than normal.

Customer Service Training 124

Customer Service Training Customer Satisfaction Course Customer Service 124

Advertisement

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

InMoment XI

AUGUST 28, 2019

Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious. A report by Prophet cites that 81% of consumers are unsatisfied with their healthcare experience, and that the happiest consumers are those who interact with the system the least.

Healthcare 325

Healthcare Consumers System Report 325

Michel Falcon Experience

AUGUST 28, 2019

Before 2000+ attendees in Toronto, I was Subway’s headline keynote speaker. During my keynote speech, I shared company culture, customer experience and employee engagement strategies with the Subway franchise owners. Watch this video to learn how my company interviews employees and onboards them memorably which ultimately delivers a better customer experience.

Culture 60

Culture Company Customer Experience Employee Engagement 60

SurveySparrow

AUGUST 28, 2019

It is natural for businesses to sit on a truckload of data after a survey marathon. While it is good to rest on your laurels, albeit for a short period, you are missing out on the essential part of the survey process if you don’t do this- analysis. If your goal with the survey were to collect data, you wouldn’t gain anything except having data that you can post on your blog posts.

Survey 68

Survey Data How To Analysis 68

Oracle

AUGUST 28, 2019

It might feel like we’re far away from a Matrix-like world, but in reality, we experience augmented reality without even realizing it. If you’ve played Pokemon Go or used the IKEA Place app, you’ve experienced augmented reality. What is augmented reality or AR? Augmented reality expands our physical world by adding layers of information to it.

Travel 64

Travel Innovation User Experience Feedback 64

One Millimeter Mindset

AUGUST 28, 2019

Telling a shallow Why story falls short of hitting the mark. First, in convincing clients to initially do business with you. Then, in assuring clients about the value of continuing to do business with you. Finally, in attracting employees, with solid and deep professional stories, to work for you. Telling shallow stories does not fool anybody. Over time, shallow storytelling negatively impacts professional credibility, workforce and client continuity.

Customer Success 62

Customer Success Communication Data Company 62

Advertisement

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

Retail

NetBase

AUGUST 28, 2019

Twitter has been around since 2006 and a lot has changed, but there are a few things that have not. Three things to be precise. Three Twitter tactics that benefit from social listening – meaning you can become a Twitter ninja in no time. And we know that’s everyone’s goal on Twitter regardless. Tactic #1: Who’s Who in Relation to You. You know who you are, of course.

Trends 59

Trends Brands Video Course 59

ClientSuccess

AUGUST 28, 2019

Customer success is a constantly changing and growing role for most companies. While the focus of customer success was only expanded into its own role a decade or so ago, it has really begun to pick up speed and expand in the last few years. Customer success is now one of the driving forces behind recurring revenue for SaaS organizations. As the role itself has become more important, the metrics and processes associated with the role have started to pick up as well.

Customer Success 58

Customer Success Metrics CRM Resources 58

ProProfs Chat

AUGUST 28, 2019

Emotions are the driving force behind a successful customer engagement strategy. How your product or service offering makes your customers feel is an important determinant of how the end-users will perceive your brand. The most successful brands are the ones which inspire more positive emotions than negative ones. . “ People will forget what you said, people will forget what you did, but people will never forget how you made them feel ”- Maya Angelou.

Customer Engagement 55

Customer Engagement Engagement Net Promoter Score Customer Satisfaction 55

CSM Magazine

AUGUST 28, 2019

Are cultural insights significant in terms of their impact on customer service? Dr Laura Olcelli investigates. Imagine you see a customer entering a shoe shop in Milan: “The assistant makes no move. She leans on the cash register, observing. Then she says hello but it’s such an unfriendly eructation that the customer thinks the assistant has digestive problems.”.

Customer Service 49

Customer Service Culture Comparison Social Media 49

Advertisement

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

ROI

ProProfs Chat

AUGUST 28, 2019

The constant evolution of technology is changing the way we communicate. This has seen new forms of customer support come in. From toll-free numbers to automated chat boxes, these new ways are more accessible and more convenient. Social media is the latest of these ways and is changing the way customer service is provided. Moreover, it has become an obsession for businesses as well as customers.

Social Media 49

Social Media Study Feedback Survey 49

The DiJulius Group

AUGUST 28, 2019

How One Franchisee Disrupted Own Industry Like many, the carpet cleaning industry has dramatically changed over the last decade. At one time it was a booming business to be in, until hardwood floors became all the rage in home building and remodeling. As a result of the dramatic lose of revenue; the knee jerk reaction. Read Full Article. The post How One Franchisee Disrupted Own Industry appeared first on The DiJulius Group.

Industry 66

Industry Groups Measurement Training 66

Lithium

AUGUST 28, 2019

Building your brand on Pinterest means you have the ability to have an organic presence together with paid ads, but it is often the organic Pins on Pinterest that can truly take on a life of their own. Khoros customers have proven that having an organic brand presence on Pinterest is one of the most powerful ways to connect meaningfully with target customers and reach goals in driving engagement, traffic, and conversion.

Brands 40

Brands Measurement Advertising Travel 40

Education Services Group

AUGUST 28, 2019

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction , engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers?

Strategy 40

Strategy Self Service Customer Success Interaction 40

Advertisement

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?

Customer Experience

Lithium

AUGUST 28, 2019

We’re excited to announce significant new enhancements to our industry-leading digital customer support solution Khoros Care. As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. In addition, Khoros Care now supports Apple Business Chat and WhatsApp for businesses interested in leveraging these channels in their customer care workflow.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Gravy Analytics

AUGUST 28, 2019

Online and offline consumer conversations are largely separate. That’s the conclusion of a large, recent study from Engagement Labs, which affirms earlier data and analysis by the company, as well as others. Analysis of conversations about 500 brands. Engagement Labs performed what it describes as “a comprehensive analysis, lining up the week-to-week trends for the online and offline conversation trends” of 500 brands across multiple product categories.

Consumers 40

Consumers Report Social Media Analysis 40

Lithium

AUGUST 28, 2019

Building your brand on Pinterest means you have the ability to have an organic presence together with paid ads, but it is often the organic Pins on Pinterest that can truly take on a life of their own. Khoros customers have proven that having an organic brand presence on Pinterest is one of the most powerful ways to connect meaningfully with target customers and reach goals in driving engagement, traffic, and conversion.

Brands 40

Brands Measurement Advertising Travel 40

Feedb

AUGUST 28, 2019

We are happy to announce the brand new way to better display the 1st party reviews you get from Feedb. Now, you can use a dynamic badge that shows live results with your own brand colors and the ability to show a link to the page within your website where your review widget shows with all the feedback content. The new badge gives you the option to show stars or hearts for the ratings.

Feedback 40

Feedback Brands Strategy Data 40

Advertisement

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

Lithium

AUGUST 28, 2019

We’re excited to announce significant new enhancements to our industry-leading digital customer support solution Khoros Care. As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. In addition, Khoros Care now supports Apple Business Chat and WhatsApp for businesses interested in leveraging these channels in their customer care workflow.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Daniel Group

AUGUST 28, 2019

Welcome to Success Strategies. August brings an end to summer vacations and the return to school. It’s the perfect time to think about how you are educating and preparing your employees for customer experience success. Educators know that people are more open to new ideas and learning in a positive environment. In my experience, I’ve discovered that one thing that hinders employee engagement in training our employees is focusing on the negative.

Strategy 40

Strategy Employee Engagement Training Touchpoint 40

Lithium

AUGUST 28, 2019

We are Khoros. Fifteen years ago our legacy companies, Spredfast and Lithium, both grew their roots in Austin, TX, and we’ve grown quite a bit since. Our city is world-famous for its live music and BBQ — but September 9 -11, digital leaders are taking over. Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions.

Engagement 40

Engagement Case Study Social Media Hotels 40

Forrester's Customer Insights

AUGUST 28, 2019

Nearly half of businesses are digital beginners. The other half are eating their lunch. Find out where you stand and what you need to do to defend yourself. The B2B C-suite is demanding you accelerate your digital transformation. This means you face more pressure to show progress and benchmark your maturity. My newly released […].

B2B 49

B2B Ecommerce How To Customer Experience 49

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

Loyalty

Lithium

AUGUST 28, 2019

Building your brand on Pinterest means you have the ability to have an organic presence together with paid ads, but it is often the organic Pins on Pinterest that can truly take on a life of their own. Khoros customers have proven that having an organic brand presence on Pinterest is one of the most powerful ways to connect meaningfully with target customers and reach goals in driving engagement, traffic, and conversion.

Brands 40

Brands Measurement Advertising Travel 40

Forrester's Customer Insights

AUGUST 28, 2019

It’s back-to-school time, hurray! After the crazy nonstop shenanigans of the summer and having kids at home all day, it’s a bit like being paroled and finally seeing the sun again to have some quiet and be able to actually think. With school kicking off, I was surprised, nay, enthused, to see a course for […].

How To 46

How To Course 46

Lithium

AUGUST 28, 2019

We’re excited to announce significant new enhancements to our industry-leading digital customer support solution Khoros Care. As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. In addition, Khoros Care now supports Apple Business Chat and WhatsApp for businesses interested in leveraging these channels in their customer care workflow.

Social Media 40

Social Media Metrics Customer Care Innovation 40