March, 2016

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market.

Are Smart Things Really Smart?

C3Centricity

Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. We [.].

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Why You Aren’t Getting Responses With Survey Monkey

AskNicely

Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys.

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The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

5 Important Steps to Win the Moment With Customers

Experience Investigators by 360Connext

We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers.

More Trending

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening.

Customer intelligence in the mobile world: How to achieve mobile-first research

Vision Critical

At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater.

G2 Crowd names AskNicely as High Performer in Enterprise Feedback Software category

AskNicely

Business software review platform G2 Crowd recently named AskNicely as a “High Performer” in the Enterprise Feedback Software category where it topped competitors on every measure of customer satisfaction.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

What do Trends from SXSW 2016 Mean for Customer Experience?

Experience Investigators by 360Connext

It was my 7th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them.

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Report: 2016 Temkin Experience Ratings

Experience Matters

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, […].

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Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE inContact

Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. As we all know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce.

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

ijgolding

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

What is customer intelligence? How a deeper customer understanding drives revenue and sales

Vision Critical

The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers.

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Why You Aren’t Getting Responses With Survey Monkey

AskNicely

Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys.

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5 Ways One-on-One Customer Communication Builds Loyalty

Experience Investigators by 360Connext

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent.

16. Using Empathy to Build HUMAN Business Relationships - Transforming the Customer Experience

Kristina Evey

Empathy is crucial in building business relationships that separate us from a world of process and automation. This podcast gives detailed examples of exactly what empathy is, why it is important in business, and how to develop it within your staff and business. link].

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How To Boost Customer Desire vs Tolerance Of Your Experience

Customer Bliss

Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. And sometimes those desires can be simple.

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Why businesses need to use social media as a customer service channel by Elena Lockett

ijgolding

Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down.

Make More Human Emotional Connections (Video)

Experience Matters

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […]. Customer experience Emotion

No Culture, No Customers

MaritzCX

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

How to Improve Customer Service Training with Simple Metrics

Experience Investigators by 360Connext

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors.

Best Slack Communities For Customer Service Pros

Help.com

Slack. Ever heard of it? It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3

The 3 Big Old Secrets Of Accountable Leadership

Customer Bliss

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

SLAs – More Than a Service Level Agreement?

Kayako

Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to provide service within an agreed time frame.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Off Topic: Young Adults Turn Off Baseball, Turn On Soccer

Experience Matters

One of the things I noticed at this year’s Sloan Sports Analytics Conference is that teams were not as focused on the issue of losing younger fans. So I decided to see if there’s anything to worry about. While we don’t have data on kids, we do have lots of data on young adults. I tapped into our 2012 […]. Sports MLB MLS NASCAR NBA NFL NHL PGA USTA

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No Culture, No Customers

MaritzCX

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.

Obsessing over CX for Millennials Ruins It for Everyone!

Experience Investigators by 360Connext

Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about anything to attract this demographic. They are considered different.