Customer Bliss
AUGUST 24, 2017
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
InMoment XI
AUGUST 24, 2017
Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet. Every seat provided. View Article.
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NICE inContact
AUGUST 24, 2017
inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating.
InMoment XI
AUGUST 24, 2017
Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet. Every seat provided.
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.
NICE inContact
AUGUST 24, 2017
inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
AUGUST 24, 2017
Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc. As I read or listen, I'm hopeful that the author or presenter will share some great success stories and get the audience excited about what can be done when you map custom
Promoter.io
AUGUST 24, 2017
When Agree.com, a SaaS tool that simplifies contracts for event-based contractors, decided to start measuring their NPS, their goal was to simply make sure that they were meeting the expectations of their customers. What they didn’t realize initially was that the value of the NPS process was going to be so much greater than they […]. The post From NPS to Ah-Ha!
Magellan Solutions
AUGUST 24, 2017
To cater to the different and evolving needs of their clientele, the most competitive outsourcing companies today are offering BPO services that are not just enough to fill in the skill gaps but are perfectly suited to their client’s particular needs and preferences. The competition in the BPO industry is steadily increasing, as more and more clients are expecting customized BPO solutions that perfectly match their specific business needs.
Amity
AUGUST 24, 2017
Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members. Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Customer meetings are great relationship building tool, but they’re too often conducted as a “check-in” call that doesn’t deliver added value and fails in pushing the relationship forward.
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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.
Topdown
AUGUST 24, 2017
Forrester recently established the correlation between clear customer communications and increasing revenue. Using plain and simple language builds trust, which improves customer experience and retention, which positively impacts your bottom line. In contrast, confused customers call your support line for clarification or leave your brand for one they see as more trustworthy and easy to deal with, costing you money.
Amity
AUGUST 24, 2017
Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members. Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Customer meetings are a great relationship building tool, but they’re too often conducted as a “check-in” call that doesn’t deliver added value and fails in pushing the relationship forward.
Inbenta
AUGUST 24, 2017
If you were offered something that could save you valuable time, would you say no? That is essentially what a Webhook is. It is a user-defined HTTP callback which retrieves and stores data from an event, usually from outside of your software application. As opposed to an API which requires you to be constantly polling , webhooks will let you know when information has been received, saving you valuable time.
ReviewTrackers
AUGUST 24, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Patients have choices when it comes to deciding on a healthcare provider. Here are some tips about how to create a positive patient experience. Subscribe to receive these stories and more every week in your inbox.
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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.
Talkdesk
AUGUST 24, 2017
Conversations that take place through Talkdesk are a great way to exchange information, but not all information can be treated the same way, especially individual payment information. This sensitive data needs to be treated differently. In fact, the Payment Card Industry Data Security Standard is a standard set to maintain control over the transmission and storage of personal payment information.
ReviewTrackers
AUGUST 24, 2017
This article was written by Brandon Carter, a customer engagement and loyalty writer and analyst for Access Development. Read more of his articles over on the Access Loyalty Blog. Customers and Your Business: Love at First Sight? Movies and novels throughout history have convinced us that there is such a thing as “love at first sight.”. And you know what: it’s true!
Verint
AUGUST 24, 2017
What are customers telling you? What drives their behavior? Which behaviors are impacting your business right now? These questions have never been easy to answer—but today, there are more opportunities to address these questions. The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy.
Bold360
AUGUST 24, 2017
If you’re looking to improve your customer experience in 2017, you’re not alone. In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. But why is CX so important? In the past, elements such as data driven marketing, mobile optimization, personalization or even cross-channel marketing have taken the spotlight.
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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,
Avaya
AUGUST 24, 2017
Is the key to omnichannel simply adding more channels? That is, if you supported every fathomable channel—all of which were seamlessly integrated—would your contact center become its strongest? I’d say no. Not until you’re ready to evolve a core element of omnichannel that is often overlooked. Read on to learn the impact that universal routing can have.
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