Think Customers

JULY 29, 2019

New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of the U.S. customer experience grew only by an anemic 0.4 points, to 70.2 from 2018 to 2019. According to the report, 81 percent of customer experience stayed the same, while only 14 percent of customer experiences improved, and 5 percent declined.

Brands 40

Brands Report Customer Experience Customers 40

Ecrion

JULY 29, 2019

The average business loses between 10-25% of their customers every year. While thriving and evolving companies are able to attract new leads to replace normal losses, few focus on understanding why customers leave in the first place. Plus, as it’s roughly five times more expensive to get a new customer than to keep an existing one, this constant cycle can seriously eat into your company’s profits.

Customer Journeys 52

Customer Journeys Omni-Channel Social Media Communication 52

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. Survey tools can help you to aggregate valuable information through email, chat, social media, and more. But while collecting survey feedback is simple, the real value is in actioning that feedback. Having a consistent process to assess and assign action owners is not always a simple task. .

Survey 150

Survey Feedback How To Net Promoter Score 150

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Your company has a vision: Why can’t everyone see it? by Knowledge@Wharton. (RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton

Customer Service 118

Customer Service Customer Success Customer Service Training Measurement 118

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

GetFeedback

JULY 29, 2019

How integrating a survey feedback action plan into your processes will help improve your products and services, and show your customers you genuinely care.

Feedback 170

Feedback Survey How To Customers 170

NetBase

JULY 29, 2019

Updated July 2019. It’s back-to-school time and brands are doing all they can to capture consumers’ attention. Sales during this period can act as an early indicator of upcoming holiday potential, so doing well here is essential. We used our Next Generation AI-powered analytics to learn what retailers should steer clear of, and what they can use to their advantage.

Trends 62

Trends Social Media Analytics Brands 62

Myra Golden

JULY 29, 2019

We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.

Customer Service 61

Customer Service Call Center Tips Meeting 61

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Insurance 59

Insurance Culture Customer Success Groups 59

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. Start Swimming “You better start swimmin’ or you’ll sink like a stone.” If customer service is part […]. The post The Times They Are a-Changing: Talent in the Contact Center Part 1: Setting the Stage appeared first on Glia Blog | Digital Customer Service

Contact Center 52

Contact Center Trends Customer Service Call Center 52

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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

Gainsight

JULY 29, 2019

So your free trial period is up… what happens next? Earlier this quarter we introduced the option to evaluate our Gainsight PX offering by starting a 15-day free trial. A huge driver for our free trial was feedback from our prospects and customers. They preferred to evaluate software by trying it themselves before buying it. This is on point with industry trends—free trial experiences are the second most effective way to gain customer trust —so we set out to deliver the best experience possible.

Software 49

Software Engagement Examples User Experience 49

LiveChat

JULY 29, 2019

Many awesome products we use have plenty of features which sometimes we don’t realize. Just recently I found out that if we mistype a digit in an iPhone calculator, there’s no need to cancel with “C” or “AC” and start all over again. Swiping left or right at the top of the screen removes the last number we entered. I’m sure you also have those Eureka moments with different products you use.

Management 52

Management Ecommerce Social Media Video 52

Oracle

JULY 29, 2019

Is your field service organization living up to its full potential? According to a WBR Digital survey , industry leaders rank capabilities from process automation to technician interpersonal skills as critical to their businesses. From the customer’s point of view, as previously observed , the amount of time that a customer will wait for a field service technician before the relationship goes sour depends on a few factors, including the value they place on the appointment, transparency and

Tips 44

Tips Trends Survey Customer Experience 44

Forrester's Customer Insights

JULY 29, 2019

You’ve been building flashy mobile apps, creating wonderful systems of engagement to improve customer experience, but your digital program still has not delivered. Why? Because you’ve neglected the modernization of your core systems. Customer journeys rely on hundreds of processes supported by back-end core systems such as customer relationship management, enterprise resource planning, revenue management, […].

Customer Relationship Management 53

Customer Relationship Management Customer Journeys System Customer relationships 53

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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

Playvox

JULY 29, 2019

Back-office processes (accounting, IT, quality assurance, customer support etc.) are all vital elements of running a successful operation, yet workforces may struggle to handle them in-house.

Customers 40

Customers Culture Management 40

Forrester's Customer Insights

JULY 29, 2019

Last week, the DOJ announced an antitrust investigation of Big Tech. US Treasury Secretary Steve Mnuchin followed up in a CNBC interview loudly endorsing the antitrust scrutiny: he said that Amazon has not only “destroyed the retail industry in the US” but that it has also hurt competition. (Mnuchin was on the board of Sears, […].

Retail 51

Retail Industry Ecommerce Strategy 51

Up Your Service

JULY 29, 2019

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the third challenge, Building Internal Service Relationships and Employee Engagement. These are the links to watch Challenges 1, and 2: Challenge 1: Setting Effective Service Standards Challenge 2: Shifting from Service Process to Customer Experience.

Employee Engagement 40

Employee Engagement Engagement Customer Experience Tips 40

Prophet

JULY 29, 2019

Newer brands captured 31% of revenue share growth within the last four years, and this percentage is increasing. The brands that once defined an industry are seeing the experience demanded shift dramatically. So what’s an incumbent to do? Incumbent Corp: Why hello Disruptor & Co., it’s great to see you here at this year’s annual […]. The post Incumbent Meets Disruptor: Staving off Disruption for Your Business appeared first on Brand and Marketing Consultancy | Prophet.

Meeting 40

Meeting Consulting Brands Industry 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

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. Start Swimming. “ You better start swimmin’ or you’ll sink like a stone.” If customer service is part of your job responsibilities, you best heed the warning of folk prophet Bob Dylan in his 1960s anthem about change.

Contact Center 40

Contact Center Self Service Analytics Sports 40

Gravy Analytics

JULY 29, 2019

Motorcycle Rally in Sturgis. Sturgis, SD | August 2nd – 11th, 2019. Each summer, Sturgis, South Dakota hosts the largest motorcycle rally in the world. The 10-day event in the beginning of August boasts an average of over 500,000 attendees each year, and generates more than $800 million in revenue for the town of Sturgis, SD. The Rally has become a mecca for motorcycle enthusiasts all over the world.

Travel 40

Travel Advertising Innovation Analytics 40

Helen Dewdney

JULY 29, 2019

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Octopus Energy CEO Greg Jackson. 1) Generally, do you complain to a company regarding a faulty item? Only where I think they’ll be relatively straightforward in dealing with it. 2) How much does the likely redress have to be before you will complain and why?

Social Media 40

Social Media Ecommerce Hotels Innovation 40

Forrester's Customer Insights

JULY 29, 2019

5G Presents Immense Innovation Potential 5G promises to usher in not just new use cases in every industry but also new business models. Some of the most relevant use cases across industries, such as those enabled by AR/VR and massive IoT, fit right into improving customer experience and digital transformation. As a change agent, […].

Innovation 45

Innovation Industry Customer Experience Telecommunications 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

NICE inContact

JULY 29, 2019

With $1.5 billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. Together they support three different channels—voice (inbound and outbound), email and chat (both inbound) in 19 different languages, making a unified cloud platform imperative in the contact center.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

Forrester's Customer Insights

JULY 29, 2019

In the wake of two traditional markets colliding, a new segment has emerged: cloud content platforms. Forrester’s recently published report, “The Forrester New Wave™: Cloud Content Platforms — Multitenant SaaS, Q3 2019,” assesses this emerging technology based on a 10-criterion survey and a two-hour briefing with each vendor. Watch the video below to learn how […].

Video 44

Video Survey Report Technology 44

Grade.us

JULY 29, 2019

Sometimes, law firm reviews are the only way potential clients can tell you apart, especially when they aren't being referred by a friend, family member, or trusted person. Your prospective clients use online reviews to gauge your firm's expertise, performance and values. Most of your clients aren't attorneys themselves so there's no way for them to evaluate your work properly.

How To 28

How To Advertising Competitive Advantage Management 28

Forrester's Customer Insights

JULY 29, 2019

Are Maps For Self-Driving Cars A Public Good? A public/private organization in the UK thinks so. Zenzic, a UK government and industry self-driving vehicle organization, believes that the country needs a standard map for all self-driving cars, not a different map encoded in each car manufacturer’s machine. The battle for “HD Maps,” which purport to […].

Marketing 43

Marketing Government Industry B2C 43

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Training

MyCustomer

JULY 29, 2019

23rd Jul 2019 London, 23rd July 2019.

Customer Experience 40

Customer Experience Customers 40

Forrester's Customer Insights

JULY 29, 2019

Forrester has just published 2019 refresh of out Enterprise Business Intelligence (BI) Platforms Waves ™. As the BI market and the technology continue to evolve, so does our research. This year we emphasized New market segmentation by Vendor-Managed vs. Client-Managed platforms, which roughly equated to on-premise vs. cloud based platforms, but not quite.

Technology 41

Technology Marketing Management Software 41

Totango

JULY 29, 2019

We are happy to share that we have established a more concrete seasonal release cycle (winter, spring, summer, fall), continuing to deliver updates and feature releases every two weeks under a focused quarterly theme. This quarter our focus is on CSM productivity and one-click engagements with your accounts. We’ve decided to name our releases based on desirable summer destinations today we are excited to announce our Ibiza Summer ’19 release. .

Course 9

Course Brands Engagement Sales 9