Tue.Jun 11, 2019

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology


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.

The Importance of Customer Reward Schemes

CSM Magazine

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.

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Why user feedback is the key to customer satisfaction


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.

New Study: Why Emotional Connection is Essential for Customer Loyalty


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.

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3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

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.

New Study: Why Emotional Connection is Essential for Customer Loyalty


Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Articles

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The Top 3 Customer Success Challenges and How to Beat Them


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.

Why It’s Time to Rethink Data Modeling


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.

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Meet the Betabound Team


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.

Principles by Ray Dalio (a One Win Book Review)

Customers That Stick

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.

Colleague in the spotlight: Marcella

Hello Customer

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. Hello Customer

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9 Simple Strategies to Foster Innovative Thinking

Conifer Research

Top 10 Takeaways From Pulse 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.

How Your FSO Can Work Toward Outcomes as a Service (OaaS)


Field service customers increasingly demand guaranteed uptime and asset reliability, so the industry is shifting to outcomes as a service (OaaS) profit models.

The Psychology Behind Building Brand Loyalty


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. Net Promoter Score

3 Steps to Effective Reputation Management on Google



What’s the Difference Between Product Managers and Product Owners?


Product Managers and Product Owners are, in fact, different. But, both are vital to product success. To keep up with the ever-changing SaaS industry, new roles and titles have emerged to improve the way we manage our products.

Are These the Worst (Real) Customer Survey Questions You’ve Seen?


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.

How to Define the First 3-6 Months of a Customer Health Journey


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. But the critical part of these departments working together to deliver customer success depends on how we define the customer’s journey.

The US Customer Experience Index, 2019: Some Small Gains, Widespread Stagnation, No Real Leaders

Forrester's Customer Insights

Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2. customer experience customer experience index (CX Index) promoted

Perkville and ABC Financial Introduce Simplified Sign-On Process for Gym Members


abc financial press release rewards program

COPC Inc. Shanghai Client Seminar a Huge Success


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.

How to Ensure a Bespoke CRM System Continues to Add Customer Value

CSM Magazine

Building a bespoke CRM for your business is a complex undertaking. There are often many requirements to meet and short-term customer engagement usually takes precedence. Yet, what about the long-term possibilities? Have reporting needs been fully explored?

How to Land Your Dream Job in Customer Success


Do a quick job search on LinkedIn for “Customer Success” and you’ll find over 186,000 job opportunities across the globe. Customer success roles are popping up all over the place, and not just in the usual tech hubs such as Silicon Valley, London, New York, Dublin and Berlin.

Harnessing Social Media as a Contact Centre Channel

CSM Magazine

Social media is ingrained in the global population. Worldwide, the number of users at the start of 2019 has grown to almost 3.5 billion and in the UK alone there are 45 million social media users. This equates to 67% of the population. Of these, 39 million are mobile social media users.

Two Big Answers Emerged From The US CX Index For 2019

Forrester's Customer Insights

The winners in customer experience management were able to master the ecosystem game, combining physical and digital touchpoints seamlessly. customer experience index (CX Index) customer experience management promoted

3 Ways Customer Experience Is Evolving in 2019, with Ann Handley and Brian Fanzo [VIDEO]

Smarter CX

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.

PEAK Humans Can Flourish In Our Transformation-Filled Future Of Work

Forrester's Customer Insights

Academics to consultants are prognosticating on the future of work, picking winners and losers, often to the detriment of employees. Forrester’s data shows job losses will reach 29% by 2030, and the creation of equivalent jobs will total only 13%. Job losses and gains dominate headlines.

8 Essential Review Management Automation Tactics For Marketers


Review management can be done manually. It's painstaking and tedious. Smart and resourceful marketers know better though. The implement automations to save time. You know the axiom. Work smarter, not harder. So why not use various review management automation tactics?

The Security Snapshot: Summer Is Here, And Risks Are Heating Up

Forrester's Customer Insights

June is here, which means the start of beach days, barbecues, the longest day, and the beginning of summer! Not only is the weather getting warmer, but business and technology risks are also heating up.

E-Commerce Customer Service Helps Online Stores Achieve Profitable Long-Term Growth

Magellan Solutions

When it comes to success, business owners and entrepreneurs tend to focus on three things to gain competitive advantage — Product, Location, & Price.

Dr. Natalie’s 7 Steps to Great Customer Experiences

Natalie Petouhof

Tweet. 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. WHAT IS […]. Click here to view original web page at www.slideshare.net. Presentation Slides

Our Take on Forrester’s Evaluation of Experience Strategy and Business Transformation Providers


Forrester Research recently released its first in-depth evaluation of customer experience (CX) consulting firms, The Forrester Wave™: CX Consulting Practices: Experience Strategy and Business Transformation, Q2 2019. The report identifies the “nine providers that matter most” in the market based on revenue, international operations, and. The post Our Take on Forrester’s Evaluation of Experience Strategy and Business Transformation Providers appeared first on Strativity.

Survey Introduction – How to Have Them at ‘Hello’


The post Survey Introduction – How to Have Them at ‘Hello’ appeared first on Survicate. Best Practices User feedback