InMoment XI
JUNE 15, 2017
Editor’s Note: The webinar and response rate metrics included in the blog are from SMS projects conducted in Europe and we have not experienced the same results in the United States. Each country sets its own rules around SMS communication. For instance, in the United States and Europe, companies are required to obtain express consent. View Article.
Kayako
JUNE 15, 2017
Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. If you add too much back-and-forth to the interaction that really contributes to customer frustration.
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InMoment XI
JUNE 15, 2017
What can customer experience (CX) specialists do to achieve the nirvana of success, scale and speed? In a recent webinar held with one of our partners, OnePoint Global, we explored the use of SMS (a.k.a. text messaging) as a complementary and strengthening element to existing or new CX programs. Why? Because the world has gone.
Customer Bliss
JUNE 15, 2017
I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.
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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.
Alida
JUNE 15, 2017
Customer Experience (CX) is a messy space. Inside companies, CX pros are herding cats and presenting cases to the shark’s tank. CX improvement usually involves wrangling cross-functional teams, competing for resources and choosing a specific direction to run. Seasoned managers know that CX business cases can fall over despite listening intently to the voice of the customer.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SuiteCX
JUNE 15, 2017
Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. 35% 1 of all credit card purchases in Australia earn Qantas points, 25%2 of all credit card purchases in New Zealand are earning Airpoints.
CustomerGauge
JUNE 15, 2017
Peter Drucker, a legendary business icon, once famously wrote that the purpose of any business is to “create and keep a customer.” While no one can argue with that logic, not many companies seem to follow the mantra, (i.e., customer retention rates of most companies aren’t great). We put an end to this by introducing […]. The post Using Monetized NPS® to Growth Hack Customer Retention appeared first on CustomerGauge.
SuiteCX
JUNE 15, 2017
Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. 35% 1 of all credit card purchases in Australia earn Qantas points, 25%2 of all credit card purchases in New Zealand are earning Airpoints.
Amity
JUNE 15, 2017
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails.
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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.
Bold360
JUNE 15, 2017
I have seen the interest grow in adoption of AI. It is no longer a question of whether there is urgency in implementing a project to leverage intelligent technology, but instead a question of how. Beyond this, though, I have seen that many companies get thrown off once they make a decision to invest. What do I do? How do I do it? With which tool? Why is this not intuitive!??
Amity
JUNE 15, 2017
Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? Well, this is doable and, in fact, if you sell on a subscription basis, this should be your goal from the very beginning. But how do you get there? Ask yourself, “How would I need to approach and manage a new client relationship from the very start?
Magellan Solutions
JUNE 15, 2017
Transcription refers to the process of converting audio and video files into written format. And while it sounds simple and easy, it’s anything but – it’s a tedious and time-consuming process, especially if the file needs to be transcribed verbatim. Even a brief 30-second audio file could take an hour to complete, depending on file quality and the level of accuracy demanded of the the transcriptionist.
ReviewTrackers
JUNE 15, 2017
Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Online reviews and SEO will only continue to grow in importance. Subscribe to receive these stories and more every week in your inbox. Email *. Phone This field is for validation purposes and should be left unchanged.
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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,
Stella Connect
JUNE 15, 2017
How well have mystery shopping companies (aka secret shopper companies) served your brand in the past? Is your current mystery shopping program paying off? Most retail brands embrace the concept of mystery shopping. They know they need to understand what’s happening in their stores. But in practice , for many businesses, mystery shopping isn’t offering much value.
CSM Practice
JUNE 15, 2017
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails.
Confirmit
JUNE 15, 2017
Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time. This year, over 70 industry professionals and Confirmit team members joined forces to focus on our theme for the year – “Moments of Truth – Measuring and Responding to Customer Feedback When It Matters
Talkdesk
JUNE 15, 2017
Your company’s call center is more than just a tool to contact customers and prospects. For the people on the other end of those calls, the call center is not only part of the communication process, it’s part of your company’s personality. To a prospect, a call center software solution that drops calls sounds a lot like a brand that doesn’t want to listen to what they have to say.
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.
Verint
JUNE 15, 2017
Ok, I’ll admit it. I’m a bit of a geek. From my mobile phone I can check to see if I closed my garage door after I get to the office, determine where a package is in transit and when it will be delivered, get social-enabled driving directions to route me dynamically around traffic, and change the temperature of my house from my phone before I get home.
CX Workout - Ideas Blog
JUNE 15, 2017
By Joe Wheeler, President CX Workout. 1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has been canceled.”. You are probably thinking that the rest of this blog is going to be about me critiquing how American Airlines handled this situation, given that basically
Toonimo
JUNE 15, 2017
User onboarding represents the process that users go through when testing out a company’s new product. Recent studies show that roughly 40% to 60% of potential customers utilize a platform for the first time, if not impressive they won’t return. We must ask ourselves what a new user needs to know in order to get started? And how onboarding/support helps existing users to complete their product journey?
CX Workout - Ideas Blog
JUNE 15, 2017
By Joe Wheeler, President CX Workout. 1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has been canceled.”. You are probably thinking that the rest of this blog is going to be about me critiquing how American Airlines handled this situation, given that basically
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CX Workout - Ideas Blog
JUNE 15, 2017
By Joe Wheeler, President CX Workout. 1:11 AM, May 26, 2017, the Friday before Memorial Day Weekend onboard American Airlines Flight 1876 from Philadelphia to Boston waiting to leave the gate, about 5 hours past the scheduled departure time. “Ladies and gentleman, this is the captain. I am sorry to report that this flight has been canceled.”. You are probably thinking that the rest of this blog is going to be about me critiquing how American Airlines handled this situation, given that basically
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