TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations.

Self Service 117

Self Service Technology Customer Service Contact Center 117

CSM Magazine

JUNE 11, 2019

Customers are the beating heart of any business out there today. After all, without them any given company simply cannot function and has no purpose. They give businesses a direction, objectives to strive toward, not to mention most of their revenue. Every business decision should begin and end with considering the customer. Customer reward schemes are a great way to put your customers at the heart of your business and create customer loyalty.

Customer Satisfaction 40

Customer Satisfaction Loyalty Customers Course 40

Qualtrics

JUNE 11, 2019

Courtesy of LinkedIn. We all want happy customers. But how can you improve your customer experience ? The answer is user feedback. Gathering user feedback gives you a sneak peek into the brain of your consumer. If you ask the right questions you can figure out what product improvements need to be prioritized and how you can further optimize the usability of your product.

Customer Satisfaction 35

Customer Satisfaction Feedback Social Media Customer Retention 35

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But why isn’t this level of fandom a reality for every brand? According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotio

Study 170

Study Loyalty Connections Loyalty Programs 170

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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

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. 1) Telcos.

Industry 136

Industry Self Service Customer Service Banking 136

ShepHyken

JUNE 11, 2019

From Content Marketing to Content Experience. Personalizing the Content Experience to Win Customer Loyalty. Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience.

Loyalty 118

Loyalty Marketing Connections Customer Experience 118

datastax

JUNE 11, 2019

Data modeling provides a means of planning and blueprinting the complex relationship between an application and its data. It has become increasingly important as the “three Vs” of data—volume, variety, and velocity—continue to explode. But as the importance of data modeling, in general, has grown, data modeling with a relational database has rapidly become less relevant and effective.

Data 99

Data Course Groups Consumers 99

Totango

JUNE 11, 2019

If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value from your product and can use it to meet their goals long-term. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.

Customer Success 91

Customer Success How To Customer Centricity Software 91

Centercode

JUNE 11, 2019

If the Customer Validation platform is the skeleton, Betabound is the beating heart of Centercode. Every day, members of our 200,000+ tester network are putting their time and energy towards helping our customers build spectacular products. Leading the collaboration between our tester community and our customers is the Betabound Team. From expanding and diversifying the tester community to innovating recruitment strategies and initiatives, the Betabound Team is hard at work matching products wit

Meeting 71

Meeting Communication Tips Engagement 71

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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

Hello Customer

JUNE 11, 2019

A year ago we welcomed Marcella in our team. Originally from El Salvador, Marcella moved to Belgium and started as a Sales Development Representative at Hello Customer.

Sales 72

Sales Customers 72

Gainsight

JUNE 11, 2019

We’re starting to see more and more often Customer Success teams serving as the intersection between all kinds of departments Marketing, Product, Sales, and Support. What’s the one thing these teams have in common? The customer, of course! So it makes sense that this is happening—both organically and as part of a customer-centric strategy.

How To 70

How To Metrics eBook Sales 70

Customers That Stick

JUNE 11, 2019

In this One Win Book Review, we take a look at Principles by Ray Dalio. Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s customer experience and customer service. About Principles. FROM THE PUBLISHER: In 1975, Ray Dalio founded an investment firm, Bridgewater Associates, out of his two-bedroom apartment in New York City.

Retail 60

Retail Video Culture Customer Service 60

Gainsight

JUNE 11, 2019

Pulse 2019 is over, but I’m still basking in the afterglow. Maybe it’s recency bias, but I truly believe it was our best Pulse ever and probably our best week ever as a company. If you were there, you know what I mean. If you missed it, I wanted to give you the top 10 highlights in this blog. 1. Customer Success Hit the Main Stage. We made it.

Trends 58

Trends Customer Success Software Industry 58

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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

Alliance by IFS

JUNE 11, 2019

Field service customers increasingly demand guaranteed uptime and asset reliability, so the industry is shifting to outcomes as a service (OaaS) profit models. By adopting greater connectivity through mobile, cloud, and internet of things (IoT) solutions, field service organizations (FSOs) like yours can transition to the proactive service models the market craves.

Self Service 50

Self Service Technology Software Analytics 50

Survaider

JUNE 11, 2019

Brand loyalty is an emotional connection present between a brand and its customers. It indicates the extent to which they are devoted to its products or services.

Loyalty 54

Loyalty Brands Connections Net Promoter Score 54

Oracle

JUNE 11, 2019

At ModernCX 2019 , Brian Fanzo, Millennial Keynote Speaker and CEO of iSocialFanz took over as interviewer and met with Ann Handley , WSJ Best-Selling Author & Digital Marketing Pioneer, on the show floor to discuss the true meaning of customer experience and how it’s evolving this year. Here are 3 key takeaways from their conversation. Evolving beyond departmental silos.

Video 46

Video Customer Experience Touchpoint Customer Care 46

Genroe

JUNE 11, 2019

There are plenty of bad customer satisfaction surveys and plenty more bad customer satisfaction survey questions but today were looking at the worst mistakes we see made when writing survey questions. They aren’t just bad for the respondents, they’re also bad for the asking organisation because they data they collect is wrong and/or misleading.

Survey 45

Survey Customer Satisfaction Customers Data 45

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

JUNE 11, 2019

The month of June offers brands a positive and vibrant way to connect with audiences for Gay Pride festivities. And we have more than a few highlights to share, along with a look at the customer understanding excellence these efforts demonstrate. Where It Started. It’s the 50 th anniversary of the event that started it all – the Stonewall Riots , “otherwise known as the Stonewall Uprising, which saw members of the LGBTQ community fight back against harassment from the police in Greenwich Village

Brands 43

Brands Marketing Fashion Retail 43

Maru Group

JUNE 11, 2019

I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” And the answer promptly comes back, “Well what do you need?”. A natural reaction is to think that, I can’t tell you what I need if I don’t know what you have. However, I do understand it must be challenging for a data team sitting on tens/hundreds of variables to be able to give you a complete roster of their data warehouse.

Voice of Customer 40

Voice of Customer Data Metrics Call Center Experience 40

Lithium

JUNE 11, 2019

As you may know, Lithium recently merged with Spredfast. We are excited to kick off our partnership by joining forces at SmartSocial Summit , an industry conference they (now “we!”) host every year. This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Get a glimpse of the experience here.

Hotels 40

Hotels Conference Customer Care Connections 40

GlowTouch

JUNE 11, 2019

GlowTouch at Largest Industry Trade Show: Customer Contact Week (CCW) Las Vegas. June 11, 2019 (Louisville, KY) – Executive leadership from GlowTouch, a leading provider of contact center, processing, and technology outsourcing solutions, will be exhibiting and collaborating with other customer contact professionals at Contact Center Week (CCW) 2019 in Las Vegas, Nev., June 24-28.

Industry 40

Industry Contact Center Return on Investment Omni-Channel 40

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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

Lithium

JUNE 11, 2019

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. They turned to their long-standing partnership with Lithium to uplevel their superuser program. The goal?

Case Study 40

Case Study Study Customer Care Software 40

Natalie Petouhof

JUNE 11, 2019

Tweet. 1. MULTI-GENERATIONAL CONSUMER ENGAGEMENT: STRATEGY AND ROADMAP FOR EXCELLENCE by DR. NATALIE L. PETOUHOFF @drnatalie www.DrNatalieNews.com 2. • Baby Boomers • Gen Y – Millennials • Silent Generation • Even toddlers… influence parent’s spending ARE YOU SERVING BROAD CONSUMER MARKETS? YOUR CUSTOMERS SPAN MULTIPLE GENERATIONS @drnatalie 3.

Roadmap 40

Roadmap Customer Experience Consumers Customers 40

Lithium

JUNE 11, 2019

Customers are the heart and soul of every business. They guide the decisions we make, the products we build and how we sell them. They’re why we exist. In today’s market, customers expect more from you than ever. They want to connect with you when they need you, and they don’t care how your systems work or how your teams are siloed. They demand their voices be heard, and heard in real time.

Connections 40

Connections System Interaction Customer Engagement 40

Maru Group

JUNE 11, 2019

I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” And the answer promptly comes back, “Well what do you need?”. A natural reaction is to think that, I can’t tell you what I need if I don’t know what you have. However, I do understand it must be challenging for a data team sitting on tens/hundreds of variables to be able to give you a complete roster of their data warehouse.

Voice of Customer 40

Voice of Customer Data Metrics Call Center Experience 40

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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

Lithium

JUNE 11, 2019

Since our March 5th announcement of Khoros and our rebranded solutions (Khoros Care, Khoros Marketing, and Khoros Communities), we have been working to audit legacy Lithium and legacy Spredfast product/feature names. Over the coming months, we will be making updates to our products, documentation, and training materials to reflect Khoros' new visual branding and the product/feature names listed in this article.

Social Media 40

Social Media Analytics Training Brands 40

COPC

JUNE 11, 2019

The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more. Artificial intelligence (AI), which has become a trend in customer experience operations, was the theme of the Shanghai seminar.

Insurance 40

Insurance Chatbots Metrics Trends 40

Lithium

JUNE 11, 2019

Supporting 1K agents and 5M support calls with Lithium SMM. TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. TechStyle needed to implement a better way to support the highly personalized experience expectations of its members and connect 1,000+ agents in 5 contact centers across 4 brands, 10 countries, and 7

Self Service 40

Self Service Apparel Customer Success Fashion 40