Experience Matters
NOVEMBER 16, 2018
Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.
InMoment XI
NOVEMBER 16, 2018
A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that? Some suggest this difficulty is related to brain function as the average person speaks at 125 words per minute, View Article.
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Experience Investigators by 360Connext
NOVEMBER 16, 2018
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga
Centriam Customer Experience Lab
NOVEMBER 16, 2018
Retailers across the industry are coming to the same conclusion : customer experience is the best way to differentiate a brand. It provides increased cross-sell and upsell opportunities. It drives engagement through personalized interactions. It allows teams to make decisions faster, reducing wasted time and resources. It gives a complete view of the customer and aligns the entire organization.
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Experience Investigators by 360Connext
NOVEMBER 16, 2018
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 16, 2018
What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.
ShepHyken
NOVEMBER 16, 2018
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. With technological advancements, the market has seen a tremendous shift in consumer behavior.
NetBase
NOVEMBER 16, 2018
Holidays are always an important time for brands – especially the ones that fall this time of year. With Thanksgiving on the horizon, the focus is on gratitude, family – of course – and food. Let’s look at social sentiment to find out what Thanksgiving audiences are looking for. Start with a Simple Topic Search. When you want to get the lay of the land, it’s best to start with a general search using keywords that are relevant.
inQuba
NOVEMBER 16, 2018
[Johannesburg] 20 November 2018 – South African Customer Experience and Journey Analytics SaaS provider inQuba has been covered by international analyst group Gartner in its Market Guide for Voice-of-the-Customer Solutions 2018 for its Voice-of-the-Customer (VoC) platform. Voice-of-the-Customer tools enable providers and companies to understand customer experiences, perceptions and expectations, and act on them to drive deeper customer engagement and loyalty.
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.
ReviewTrackers
NOVEMBER 16, 2018
Yelp Business Photo: Why It Matters. Do you know that every one-star rating change on Yelp can make a 5 to 9 percent difference in your sales? That’s according to a Harvard Business School study , which serves to demonstrate the growing business impact of user-generated content on online review sites like Yelp, Google, Facebook, and TripAdvisor, among many others.
ChurnZero
NOVEMBER 16, 2018
Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Customer Success is one of the fastest growing professions in the modern economy.
Market Strategies International
NOVEMBER 16, 2018
Insights Powered by Cogent Reports™ My firm’s CEO, Melissa Sauter, lives by the motto, “fail to plan, plan to fail,” and encourages her employees to do so as well.
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Forrester's Customer Insights
NOVEMBER 16, 2018
Everything Is An Endpoint Brings Blackberry Back From The Dead For many, the fact that Blackberry still exists – and the fact that it spent $1.4 Billion of the $2.4 Billion in capital it had – is the most surprising part of the Cylance acquisition. Blackberry hasn’t shirked its mythological status as the case study […].
Lithium
NOVEMBER 16, 2018
Following the recent merging of Lithium + Spreadfast we kicked off our partnership, in Austin, Texas November 5–7 for SmartSocial Summit. And we have m ore exciting news! Check out our top 3 most kudoed author for the month of October! , , and ! , our Honored Contributor — and not new to the top kudoed list — is always extremely helpful with his advice. , Honored Contributor, is very active posting and commenting ideas. , Honored Contributor — also not new to this ranking — is an active ace with
Innovative CX
NOVEMBER 16, 2018
A few weeks ago, I was perusing my archives and came upon the HBR article, Staple Yourself to an Order which I blogged about [ [link] ] because it was impactful to me in the early 90’s and still is today. Well the archives produced another interesting item this week, the book, The One to One Future Building Relationships One Customer at a Time by Peppers and Rogers.
Lithium
NOVEMBER 16, 2018
Interested in learning more about how Messaging is transforming digital care? Of course you are! I warmly welcome you to join us for a 30 minute webcast coming up on Thursday 11/29 at noon Central. I will be co-presenting alongside my friend and colleague. We’ll be sharing information on utilizing Messaging to engage with your customers, as well as a quick demo of Lithium’s Brand Messenger.
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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
Maru Group
NOVEMBER 16, 2018
It’s that time of the year again as John Lewis kick start the Christmas season by releasing their Christmas Advert. Past years have seen Buster the Boxer and the Man on the Moon attempt to capture the nation’s imagination – and real-time sentiment analysis from Maru/edr revealed up to five times as many consumers were positive about both adverts than negative.
Lithium
NOVEMBER 16, 2018
Following the recent merging of Lithium + Spreadfast we kicked off our partnership, in Austin, Texas November 5–7 for SmartSocial Summit. And we have m ore exciting news! Check out our top 3 most kudoed author for the month of October! , , and ! , our Honored Contributor — and not new to the top kudoed list — is always extremely helpful with his advice. , Honored Contributor, is very active posting and commenting ideas. , Honored Contributor — also not new to this ranking — is an active ace with
InboxAI
NOVEMBER 16, 2018
Take a look at an NFL quarterback wrist band – did you know quarterbacks have to memorize all of these different playbook codes? Tom Brady’s play-call wrist band from 2016They signify multiple sets of playbooks , and field position assignments that quarterbacks need to have, literally, on hand. When you see a quarterback peak at his band, they flip through different sets of plays, find what they need and get back in the game.
Lithium
NOVEMBER 16, 2018
Interested in learning more about how Messaging is transforming digital care? Of course you are! I warmly welcome you to join us for a 30 minute webcast coming up on Thursday 11/29 at noon Central. I will be co-presenting alongside my friend and colleague. We’ll be sharing information on utilizing Messaging to engage with your customers, as well as a quick demo of Lithium’s Brand Messenger.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
TeamSupport
NOVEMBER 16, 2018
If you’re new to customer-focused industries, you may look at the title of this post and think “ what is a web based help desk solution ”? It’s an online system help desk teams use to not only stay organized but to become more efficient. Many emerging companies rely on emails and spreadsheets or even a small in-house solution to keep track of customer information.
Lithium
NOVEMBER 16, 2018
Following the recent merging of Lithium + Spreadfast we kicked off our partnership, in Austin, Texas November 5–7 for SmartSocial Summit. And we have m ore exciting news! Check out our top 3 most kudoed author for the month of October! , , and ! , our Honored Contributor — and not new to the top kudoed list — is always extremely helpful with his advice. , Honored Contributor, is very active posting and commenting ideas. , Honored Contributor — also not new to this ranking — is an active ace with
iCiDIGITAL
NOVEMBER 16, 2018
NOTE: This article was originally posted by Blue Acorn, and can be found here. Written by Shannon Kenneally, Blue Acorn Content Writer. Cranking out endless amounts of content that is engaging and valuable takes a significant amount of time and effort. Customer generated content (CGC) provides retailers and brands a break from creating original content and is proven to improve customer engagement.
Lithium
NOVEMBER 16, 2018
Interested in learning more about how Messaging is transforming digital care? Of course you are! I warmly welcome you to join us for a 30 minute webcast coming up on Thursday 11/29 at noon Central. I will be co-presenting alongside my friend and colleague. We’ll be sharing information on utilizing Messaging to engage with your customers, as well as a quick demo of Lithium’s Brand Messenger.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Clicktools
NOVEMBER 16, 2018
Surveys and other customer listening posts are some of the most important foundational tools you have at your disposal to not only understand the current customer experience, identifying what’s going well and what’s not, but to also then design and deliver a better experience. For better or worse, customers are receiving surveys for every interaction and transaction they make, from going to the doctor, to buying products online, to taking their pets to the groomer, and beyond!
Lithium
NOVEMBER 16, 2018
Following the recent merging of Lithium + Spreadfast we kicked off our partnership, in Austin, Texas November 5–7 for SmartSocial Summit. And we have m ore exciting news! Check out our top 3 most kudoed author for the month of October! , , and ! , our Honored Contributor — and not new to the top kudoed list — is always extremely helpful with his advice. , Honored Contributor, is very active posting and commenting ideas. , Honored Contributor — also not new to this ranking — is an active ace with
Chadwick Martin Bailey
NOVEMBER 16, 2018
We're pleased to welcome Brenda Ng as Vice President of Strategy and Account Planning. A high-impact marketing executive, Brenda joins CMB with over 20 years of management and activation experience delivering critical insights that drive product development, market strategy, and global corporate strategic planning for some of the world’s leading brands.
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