ShepHyken

JULY 18, 2018

There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if you know you’ll receive something back, and even if you don’t know exactly what it is? I think so, especially if the act of giving has no strings attached – even if giving more means you get more, then it truly is an act of kindness.

Advertising 86

Advertising eBook Tips Customer Service Training 86

CX Advantage Walker

JULY 18, 2018

In our recent CX Leader podcast episode, Don’t let your brand make false promises, Steve Walker and I revisit the importance of aligning brand promises with actual customer experiences. We talk about what stuck with us from the webcast, make Peter Dixon‘s ears burn, and call out more evidence of how the momentum to align. Continue reading.

Brands 48

Brands Customer Experience Customers Strategy 48

ENGAGE.cx

JULY 18, 2018

Modern enterprise marketing platforms from Adobe, Oracle, Salesforce and others are great at engaging with web and app customers. But what about all the customers that are in your physical locations? Your retail store, restaurant, hotel, bank, etc…. Marketing platforms have a giant blind spot – they totally miss the in-venue customers. And because of that, brands struggle to drive full ROI from both their marketing efforts and physical venues.

Loyalty Programs 40

Loyalty Programs Hotels ROI Banking 40

CloudCherry

JULY 18, 2018

Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

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Customers

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Rant And Rave

JULY 18, 2018

It’s common sense, right? Deliver a great customer experience and your customers will not only return for more but are likely to spend more per transaction, post about it on social and become lifelong Ravers for your brand.

Metrics 74

Metrics Measurement How To Customers 74

Eptica

JULY 18, 2018

Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX. Published on: July 18, 2018. Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

Self Service 63

Self Service Chatbots Technology Interaction 63

Interactions

JULY 18, 2018

JULY 18, 2018 There are a lot of considerations that. Read more » The post How to Build a Persona for your IVA appeared first on Interactions Resource Center.

How To 59

How To Resources Interaction 59

Totango

JULY 18, 2018

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Satisfaction 56

Customer Satisfaction Customer Success Customers Customer relationships 56

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Communication

CX Advantage Walker

JULY 18, 2018

In our recent CX Leader podcast episode, Don’t let your brand make false promises, Steve Walker and I revisit the importance of aligning brand promises with actual customer experiences. We talk about what stuck with us from the webcast, make Peter Dixon‘s ears burn, and call out more evidence of how the momentum to align. Continue reading.

Brands 48

Brands Customer Experience Customers Strategy 48

One Millimeter Mindset

JULY 18, 2018

Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. Do you really know how many times customers receive notifications from your organization? First, blasts about upcoming webinars and seminars.

Strategy 51

Strategy Customer Experience Customer Retention Customers 51

Oracle

JULY 18, 2018

Is your brand guilty of committing common customer experience mistakes? Whether your business knowingly or unknowingly commits a CX goof, error, or faux pas, it can cost you customer loyalty. Recently, we asked our Twitter community to weigh in on the question: What’s a guaranteed way to lose customer loyalty that businesses may not realize they’re guilty of?

Loyalty 42

Loyalty B2C B2B Tips 42

Lithium

JULY 18, 2018

You may have noticed a change! After hearing your feedback, we've changed the URL of our community, known as "The Lithosphere" back to Lithosphere.lithium.com. More exciting than the World Cup Finals Game? Perhaps. Regardless! Any time you try to head to community.lithium.com, you will be redirected. The same goes for other URLs such as forums.lithium.com and supportcases.lithium.com.

Feedback 40

Feedback 40

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Tips

ppt solutions

JULY 18, 2018

TULSA, OKLAHOMA, July 18, 2018 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, was certified as a great workplace by the independent analysts at Great Place to Work®. PPT Solutions earned this credential based on extensive ratings provided. The post PPT Solutions Recognized as a Great Place to Work appeared first on PPT Solutions.

Customer Experience 40

Customer Experience Customers 40

Lithium

JULY 18, 2018

You may have noticed a change! After hearing your feedback, we've changed the URL of our community, known as "The Lithosphere" back to Lithosphere.lithium.com. More exciting than the World Cup Finals Game? Perhaps. Regardless! Any time you try to head to community.lithium.com, you will be redirected. The same goes for other URLs such as forums.lithium.com and supportcases.lithium.com.

Feedback 40

Feedback 40

inmoment

JULY 18, 2018

In my last post , I discussed the expanding role of the CMO from steward of the brand to caretaker of the end-to-end customer relationship. While this transition has been recognized by various studies, it has been especially evident in my own experience as Chief Marketing Officer at InMoment. In fact, my position gives me an even more interesting and unique perspective: I have a front row seat to new developments in the marketing world and to the evolution of the customer experience (CX) industr

Loyalty 40

Loyalty Marketing Loyalty Programs Trends 40

Lithium

JULY 18, 2018

You may have noticed a change! After hearing your feedback, we've changed the URL of our community, known as "The Lithosphere" back to Lithosphere.lithium.com. More exciting than the World Cup Finals Game? Perhaps. Regardless! Any time you try to head to community.lithium.com, you will be redirected. The same goes for other URLs such as forums.lithium.com and supportcases.lithium.com.

Feedback 40

Feedback 40

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

Help Scout

JULY 18, 2018

Think about a time in your life when you felt most included. What was going on, and how did it feel? Now take a minute and think about a time in your life when you felt excluded. What was going on there, and how did that feel? Everyone wants to feel included. We all want to feel safe. We all want to have that power. Some of us have more power than others, but as individuals, we can take a number of thoughtful actions that add up to create a better, more inclusive and inviting culture.

Company 40

Company How To Social Media Conference 40

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. In his presentation which has been viewed online over 39 million times, he argues that “why” is a more compelling and powerful question than “what.” He frames his argument by describing why and how certain CEOs, politicians, civic leaders and inventors were more successful than others.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

Clarivate

JULY 18, 2018

Customer experience (CX) has come a long way in a short time. Most people hadn’t even considered CX as a way to enhance customer engagement, differentiate their companies or leverage customer journey maps to improve their CX. Now we see many companies using customer journey data as a guiding factor in customer acquisition, engagement, and retention strategies.

Customer Journeys 40

Customer Journeys Touchpoint Multi-Channel Financial 40

Waypoint Group

JULY 18, 2018

Written by Mark Pecoraro. Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market strategy, and the list goes on. They also get a mouth full from the Tech support team, that generally operates a reactive break/fix posture. However, as a Customer Success professional, I have learned that I have an opportunity to take the voice of the customer and be the conduit back to the product team to

NPS 40

NPS Feedback Effort Score Leadership 40

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Training

Michelli Experience

JULY 18, 2018

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. ++ Want to receive exclusive content on how you can deliver extraordinary, memorable, and profitable experiences?

Infographics 40

Infographics Customer Experience Consulting Customers 40

Strativity

JULY 18, 2018

By Lior Arussy, appearing in CustomerThink.com. 2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins.

Customer Journeys 40

Customer Journeys Tips Net Promoter Score Touchpoint 40

MyCustomer

JULY 18, 2018

Loyalty When should staff apologise to a customer?

Loyalty 65

Loyalty Customers 65

Forrester's Customer Insights

JULY 18, 2018

I’m posting this just as our New Tech & Innovation Forum in Boston gets underway. Hundreds of attendees from client organizations, startups, and event sponsors are gathering for a day-and-a-half of content about emerging technologies. Quantum computing, artificial intelligence, blockchain. it’s all here. I look forward to some great discussions about how […].

Innovation 36

Innovation Technology Customers 36

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Customer Experience

C Space

JULY 18, 2018

Changing Times: A Q&A with the NYT. How are The New York Times changing the newsroom to meet the challenges of the future? Jodi Rudoren, Associate Managing Editor of The New York Times joins the Outside In podcast with C Space CEO Charles Trevail to talk fake news, readership, artificial intelligence, and more. Tweet. Dan Sills. Associate Director at C Space.

Groups 56

Groups Report Measurement Consumers 56