Wed.Apr 17, 2019

Defining Customer Experience: More Than the Sum of Its Parts

Truthlab

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?

Survaider

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

GetFeedback

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?

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How Marketers Can Benefit From More Than Technology: Modern Marketing

C3Centricity

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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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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Pivot on Purpose for GMPC

Storyminers

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.

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

Gainsight

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.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

5 Benefits of Running Surveys with Mailchimp

Survicate

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

Gainsight

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.

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.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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

Brandwatch CX

Interview Merger Diaries

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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

ClearAction

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.

2019 Guide to Purchase Drivers for Travel

NetBase

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Why collaboration is key to customer service success

Eptica

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

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

ClientSuccess

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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Experiential Calluses Against Poor CX

ShepHyken

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.

How top YC companies use insights from data analysis to drive their product roadmap

Thematic

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?

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Collaborate 19 JDE Recap & Resources

Circular Edge

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.

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

ClientSuccess

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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Collaborate 19 JDE Recap & Resources

Circular Edge

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.

How to Upsell and Cross-Sell

Ann Michaels and Associates

Upselling and cross-selling are both beneficial for any industry for one simple reason: more revenue. But you must be strategic in how you approach your customers or they will see right through the “You may also like …” sales pitch.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.