CX University

SEPTEMBER 11, 2018

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to a recent Gallup poll, 32% of all quitters leave due to poor career advancement and promotion opportunities. Literally one-third of retention (the largest segment by a 10% margin) is due to career advancement.

Management 209

Management Employee Engagement Government Engagement 209

Oracle

SEPTEMBER 11, 2018

The last few years have seen a proliferation of digital health tools including apps and wearables. “Doctor” Google is often a first port of call when looking for health information. We digitally count our steps. We’re becoming more knowledgeable and empowered about our own health outcomes as we demand more control and increasingly want more personalized care solutions.

Healthcare 169

Healthcare Consumers Hospitality Consulting 169

One Millimeter Mindset

SEPTEMBER 11, 2018

Social communication etiquette is going over the top. Have you noticed? In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees. As well as between clients and vendor partners. Then again, how about social communication patterns between social connections.

Communication 167

Communication Social Media B2B Conference 167

Help.com

SEPTEMBER 11, 2018

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” If you didn’t get that memo until now, don’t worry. You still have time to build the kind of support that anticipate customers’ needs rather than reacts to them.

Customer Expectations 182

Customer Expectations Interaction Customer Service Analytics 182

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages.

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

Alliance by IFS

SEPTEMBER 11, 2018

Alliance Enterprise delivers enterprise-grade technology designed to unify the increasingly complex service ecosystem. HORSHAM, PA (September 11, 2018) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today the launch of Alliance Enterprise™, the newest version of its award-winning Alliance field service management and mobility platform.

Self Service 83

Self Service Multi-Channel Software Sports 83

ShepHyken

SEPTEMBER 11, 2018

Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture. ?

Customer Centricity 79

Customer Centricity Employee Engagement Culture Customer Service 79

mopinion

SEPTEMBER 11, 2018

TechTarget defines personalisation as a “means of meeting the customer’s needs more effectively and efficiently, making interactions faster and easier, and consequently, increasing customer satisfaction and the likelihood of repeat visits”. Being able to provide a personalised experience, however, still proves to be a real challenge for many digital marketers.

Feedback 76

Feedback Customer Satisfaction Meeting Interaction 76

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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

Second to None

SEPTEMBER 11, 2018

Developing an omnichannel brand identity has become more challenging as digital technologies have advanced. More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. However, these added instances also increase the importance and challenge of maintaining a consistent brand identity across all these different touchpoints.

Retail 59

Retail Brands Omni-Channel Touchpoint 59

Prophet

SEPTEMBER 11, 2018

For brands that are in the B2B market, customer experience is an increasingly important source of growth and relevance. It supports customer acquisition and retention, enhances customer lifetime value, lowers cost to serve, and provides a north star to for internal stakeholders to rally around. Designing and activating a great customer experience is challenging, particularly […].

B2B 51

B2B Customer Experience Consulting Customers 51

Market Strategies International

SEPTEMBER 11, 2018

The financial literacy of employees and investors remains an ongoing concern. The common definition of literacy is “competence or knowledge in a specified area.

Financial 53

Financial Consumers 53

Rant And Rave

SEPTEMBER 11, 2018

The customer experience of booking a trip has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to tell you what the cheapest deals are – you can even find out things like when’s the best time to book, making sure you always secure the lowest price.

Travel 49

Travel Feedback Brands Customer Experience 49

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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

Maru Group

SEPTEMBER 11, 2018

Irish fuel and convenience retail leader Circle K Ireland are through to the finals of the inaugural Irish CX Impact Awards alongside Voice of the Customer specialists Maru/edr. Recognised for CX Impact in the Auto and Fuel category, the Irish CX Impact Awards recognise achievements in measuring and managing Customer Experience excellence that delivers better outcomes for both customers and the organisation.

ROI 40

ROI Retail Customer Care Feedback 40

Merkle

SEPTEMBER 11, 2018

The amount of data out there about individuals and businesses is vast. For any company, there’s an opportunity to gain a real insight into their customers’ behaviour and therefore to improve their marketing efforts. Predictive analytics is just one tool that’s being used increasingly by marketing teams. But one expert recently suggested that marketers need to be careful how much they rely on it.

Analytics 40

Analytics Marketing How To Competitive Advantage 40

Optimove

SEPTEMBER 11, 2018

Boost Customer Engagement. Optimove’s Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer. REQUEST DEMO Watch Video. The #1 CRM Automation Solution. Create insight-based brand interactions that increase customer engagement, spend and long-term loyalty. Understand. Discover your customers’ needs and wants through the ultimate in predictive customer modeling.

Multi-Channel 40

Multi-Channel CRM Customer Centricity Customer Retention 40

Help Scout

SEPTEMBER 11, 2018

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What's New ??. Beacon is now available! As of this week, Beacon is available for all new accounts, and about 2,000 existing customers so far. How can you join the Beacon party? It’s easy. New customers : sign up here.

Groups 40

Groups Customer Satisfaction Report Connections 40

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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

Grade.us

SEPTEMBER 11, 2018

SMS templates are a unique way to request online reviews. As you scale your business, it's not always easy for you to reach out one to one via text. You want customers to talk to you. But still, you want to try to use modern forms of communication allowing your customers to share their feedback, write a positive review and promote your business. If you're smart you want customers to share their anger, frustration and criticism with you as well.

Hospitality 46

Hospitality Industry Feedback Entertainment 46

Forrester's Customer Insights

SEPTEMBER 11, 2018

Seamlessness is quite the buzzword these days. It seems that brands of all shapes and sizes are vying to achieve it — from cars, to shopping, to payments, to even “co-living” communities, the storied “seamless” experience seems to be everywhere. But are the experiences that we think are seamless in fact delivering superior experiences?

Brands 31

Brands Customers 31

Heart of the Customer

SEPTEMBER 11, 2018

Have you taken a look at our latest whitepaper? Also accessible from the resources page, it details strategies and insights for ensuring that your next CX initiative is a successful one that will pay for itself with opportunities for profit and growth. Access it here: How to Select a CX Platform for Maximum Impact. The post Do you have what it takes to succeed at CX?

Resources 13

Resources Strategy How To Customer Centricity 13

Forrester's Customer Insights

SEPTEMBER 11, 2018

Forrester’s survey for enterprise content management (ECM) decision makers is open. and we’re looking for your participation! 2018 Global Enterprise Content Management Online Survey Provide your perspectives on the key vendors, challenges, and opportunities you see in the ECM technology market. This survey is intended for ECM or content services decision makers and […].

Survey 22

Survey Technology Management Marketing 22

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

Retently

SEPTEMBER 11, 2018

For every complaint you receive from a customer, there are approximately 26 other people who are unhappy with your company, but choose to say nothing. Those are clients you will most likely lose if you don’t take proper action, that is why tracking customer satisfaction metrics is critical. Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online.

NPS 129

NPS Customer Satisfaction Metrics Net Promoter Score 129

Enalyzer

SEPTEMBER 11, 2018

Online order forms should engage people. They should attempt to imitate an offline experience as much as possible and they are an integral part of a satisfactory customer experience. When customers browse your online store and are ready to purchase your goods or services, they should be met with hospitality and be attracted by your products/services, just as they would in a face-to-face interaction.

Engagement 53

Engagement Hospitality Examples Connections 53

Enalyzer

SEPTEMBER 11, 2018

Online order forms should engage people. They should attempt to imitate an offline experience as much as possible and they are an integral part of a satisfactory customer experience. When customers browse your online store and are ready to purchase your goods or services, they should be met with hospitality and be attracted by your products/services, just as they would in a face-to-face interaction.

Engagement 40

Engagement Hospitality Examples Connections 40