Wed.Apr 17, 2019

Defining Customer Experience: More Than the Sum of Its Parts


While defining customer experience can be tricky, there’s no denying that it is important. Improved customer experience can lead to increased revenue and repurchasing behavior (Experience Matters, 2018).

What is Data Mining & How Can It Help CX?

Smarter CX

Data mining. You’ve heard the term before because your organization is beginning to focus on internal business intelligence (BI) projects. You know it has something to do with searching data, but you’re not exactly sure what it is, who does it, and for what reason.

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Customer Service and Customer Experience - What is The Difference?


What keeps a customer coming back to your business? Is it the impeccable customer service or a well-crafted customer experience? O r perhaps, it is a combination of the various customer touchpoints which come together to create a beautiful customer journey? Confused? let us simplify this

4 Reasons Your Customers Won’t Reach Out to Customer Service


To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well?

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

How Marketers Can Benefit From More Than Technology: Modern Marketing


Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California.

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Experiential Calluses Against Poor CX


Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up calluses that prevent those nasty blisters.

The #1 Skill A Great Leader Needs To Master

The DiJulius Group

Being a great leader today is tough. You need to be smart, agile, open-minded; the list goes on and on.

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Restaurant Review Sites: The Ultimate Guide


The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should. In today’s age, diners can quickly become online critics.

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Pivot on Purpose for GMPC


A small change in course can change your future. That was the promise of StoryMiners’ PIVOT ON PURPOSE interactive workshop for the Georgia Mentor Protégé Council. The first event was held on April 16, 2019 at AT&T.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

6 Reasons Why Customer Support Is an Essential Part of Your Business

ProProfs Chat

It takes 12 positive interactions to make up for 1 negative interaction with a customer. The worst part is, 33% of customers don’t even return after 1 negative experience. They are now served by your competitor. In short, customer support makes all the difference.

How I Use Gainsight PX as a SaaS CEO


It turns out that where you got your MBA isn’t a predictor of your success as a CEO. Actually, neither is your past performance! At least, that’s if you use stock prices as a yardstick for success.

5 Benefits of Running Surveys with Mailchimp


If you’re anything like me, you might have a hard time remembering what email marketing was like in the pre-Mailchimp era. Seems like Freddie the Chimp has always been high-fiving us throughout our marketing endeavors, right?

The In-App Engagement Starter Kit


Helping customers is good. Pestering them is bad. How do you strike a balance when talking to them inside your product? In-app engagements can significantly boost user retention, but overuse them and they’ll hurt your product experience more than they help.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Bigger, Better Brandwatch: James Stanier on Flexible Working and a Global Engineering Team

Brandwatch CX

Interview Merger Diaries


Why Left Brain Thinkers should run your next Sales Team Meeting

One Millimeter Mindset

Really? The idea of a left brain thinker, or STEM colleague, running your next sales team meeting probably is one of your biggest nightmares. Mostly because you avoid working directly with the STEM colleagues and left brain thinkers in your organization.

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10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here.

CEO’s Guide to Growth through Customer-Centered Management


CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here.

Why collaboration is key to customer service success


Date: Wednesday, April 17, 2019 Author: Steve Nattress - Product Manager Why collaboration is key to customer service success. Published on: April 17, 2019.

7 Reasons Call Center Agents Should Care About Performance Metrics


Working as an agent in a call center or customer service department carries more responsibility than you may realize.

Put the Customer Back in Customer Loyalty

Think Customers

“Your customers don’t need to be loyal—you need them to be loyal,” said Emily Collins, principal analyst at Forrester, at a recent Consumer Marketing forum: Beyond the Direct-to-Consumer Revolution.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Happy Hour: How to Have a Stress-Free Vacation


In honor of Stress Awareness Month, we’re focused on sharing content about how to prevent, reduce and limit stress. Unsurprisingly, one of the best stress busters is taking a vacation. But, the key to a stress-free getaway is having it go as planned. A study shared by Harvard Business Review revealed that “Poorly planned and stressful vacations eliminate the benefits of time away.”

Customer Success Webinar: Where Should Customer Success Live? And Who Owns the Number?


ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now.

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How can my Business Create an Outsourced Contact Center RFP?

Advantage Communications

If you’re looking to drive your business into the future and want to dramatically improve both your customer service and the overall customer experience of your brand, entering a new strategic partnership with an outsourced contact center is a significant decision for your business. Contact Center

Stop Trying To Replace Your Agents With Chatbots — No, Seriously!

Forrester's Customer Insights

Customer service organizations have been looking for ways to cut costs for decades. Now that chatbot mania has taken over, many are jumping on the bandwagon and attempting to replace their human agents with chatbots.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.