Truthlab

APRIL 17, 2019

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). Just a small improvement in customer experience can lead to an average of $775M increased revenue over three years. Customers with positive experiences are much more likely to repurchase products or services from the company.

Customer Experience 54

Customer Experience Customer Journeys Touchpoint Interaction 54

Oracle

APRIL 17, 2019

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. And now, you’ve just been told your department is going to team up with IT to implement a data mining project.

Data 72

Data Retail Banking Consulting 72

Survaider

APRIL 17, 2019

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!

Customer Experience 58

Customer Experience Customer Service Touchpoint Customer Journeys 58

GetFeedback

APRIL 17, 2019

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? Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors.

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Self Service Customer Service Multi-Channel CRM 255

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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

C3Centricity

APRIL 17, 2019

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. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.

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Marketing Technology Customer Centricity Conference 198

CX Journey

APRIL 17, 2019

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. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If you recognize one, you've got to take corrective action immediately.

Survey 136

Survey Touchpoint Analysis Feedback 136

Storyminers

APRIL 17, 2019

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. The presentation part of the morning began with an overview of THE SHIFTS THAT SHIFT US TODAY. THE SHIFTS THAT WILL SHIFT US TOMORROW followed.

Case Study 100

Case Study Study Groups Strategy 100

ShepHyken

APRIL 17, 2019

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. It’s simple. The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain.

Airlines 96

Airlines Banking Software Customer Service Training 96

CX Journey

APRIL 17, 2019

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. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If you recognize one, you've got to take corrective action immediately.

Survey 80

Survey Touchpoint Analysis Feedback 80

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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

ReviewTrackers

APRIL 17, 2019

The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should. In today’s age, diners can quickly become online critics. They’re posting online ratings and reviews of restaurants on multiple websites and making personal recommendations not only to their friends and family, but also to the whole world. To stay competitive, you must not only be able to cook a great meal.

Hotels 94

Hotels Travel Hospitality Connections 94

The DiJulius Group

APRIL 17, 2019

Being a great leader today is tough. You need to be smart, agile, open-minded; the list goes on and on. However, the most critical skill any leader (executive, supervisor, teacher, coach, or parent) needs to master and execute to help others obtain their highest potential is the ability to “Encourage”. Encourage = In-Courage The. Read Full Article. The post The #1 Skill A Great Leader Needs To Master appeared first on The DiJulius Group.

Groups 84

Groups Measurement Training Leadership 84

Gainsight

APRIL 17, 2019

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. You can read all about the lack of correlation in this fascinating data analysis from Institutional Investor—I recommend it. I can imagine a CEO potentially feeling threatened by results like this, but I was super encouraged.

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B2C Software Roadmap Meeting 79

Survicate

APRIL 17, 2019

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? As of 2019, Mailchimp (now so much more than just an email marketing tool) takes pride in partnering up with other leading marketing tools on the market.

Survey 76

Survey Net Promoter Score NPS Social Media 76

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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,

Tips

ClearAction

APRIL 17, 2019

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. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals.

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Management Customer Experience Management Financial ROI 69

Thematic

APRIL 17, 2019

Interview with Arianna McClain, Director of UX at Cruise. Alyona: Arianna, you’ve had an amazing career in such a short time. You worked for IDEO and led user experience and insights at DoorDash and Cruise, two of the most successful YC companies. How did you get into this exciting field? Arianna: How did I get here? It was definitely accidental. When I grew up, I really thought only three careers existed.

Roadmap 63

Roadmap Analysis Data Company 63

Interactions

APRIL 17, 2019

The way we communicate with brands is changing. For example, modern customers prefer self-service channels that allow them to find solutions themselves, and more quickly, rather than waiting in a queue to get to a live agent. They have expanded their channel offerings in order to improve customer experience. Because of this shift, brands are now more focused on customer experience rather than simply reducing costs.

Contact Center 54

Contact Center Measurement Self Service How To 54

Thematic

APRIL 17, 2019

Interview with Arianna McClain, Director of UX at Cruise. Alyona: Arianna, you’ve had an amazing career in such a short time. You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How did you get into this exciting field? Arianna: How did I get here? It was definitely accidental.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

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

NetBase

APRIL 17, 2019

Whether traveling by plane, train or cruise ship, there are purchase drivers specific to certain segments of consumers, and some that are common to all, by category! And AI-powered social listening provides crucial intel to guide these B2C efforts. Get Me a Ticket for an Airplane. When considering travel and the consumers that typical travel campaigns target, demographics often point to two broad categories: leisure and business, with lots of subcategories fleshing out each.

Travel 52

Travel Airlines B2C Groups 52

Think Customers

APRIL 17, 2019

“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. Such advice may seem obvious, yet research suggests that loyalty programs are missing this basic principle when it comes to inspiring customer loyalty. The problem, Collins noted, is that conventional loyalty programs are generic, interchangeable, and fail to deliver value.

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Loyalty Loyalty Programs Customers Consumers 49

dscout People Nerds

APRIL 17, 2019

HopeLab President Margaret Laws delves into the company’s teen-centric, tech-enabled design process.

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Playvox

APRIL 17, 2019

Working as an agent in a call center or customer service department carries more responsibility than you may realize. Your employers depend on you to deliver a quality consumer experience with each interaction, resolving problems, offering advice and answering questions to the high standard buyers expect.

Call Center 46

Call Center Metrics Consumers Interaction 46

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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

ClientSuccess

APRIL 17, 2019

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. Jay will discuss a model to help you make a decision on where customer success should live in your organization and who should own the ARR number?

Customer Success 45

Customer Success B2B Consulting Customers 45

Advantage Communications

APRIL 17, 2019

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 45

Contact Center Brands Customer Service Customer Experience 45

Talkdesk

APRIL 17, 2019

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.

How To 44

How To Hotels Transportation Travel 44

Forrester's Customer Insights

APRIL 17, 2019

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. In theory, that makes sense – a chatbot costs less than a human over time, and most customer service organizations […].

Chatbots 53

Chatbots Customer Service Customers 53

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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

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

ClientSuccess

APRIL 17, 2019

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. Jay will discuss a model to help you make a decision on where customer success should live in your organization and who should own the ARR number?

Customer Success 40

Customer Success B2B Consulting Customers 40

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2.

Resources 40

Resources Customer Journeys Roadmap Innovation 40