July, 2018

4 ways to increase customer service survey response rates

Syngro

Last month we talked about survey fatigue and how to produce a well-designed survey that’ll allow you to get the most actionable information with little effort from the respondents.

Survey 223

Investing in customer success: a venture capital perspective

NewVoiceMedia

There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Do you know who else is listening? Venture capitalists. Investors take customer success seriously when assigning value to your business.

CX Lessons from the best SaaS organizations

Customer Guru

The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course.

Limitations of Using Social Media Exclusively to Measure CX

MaritzCX

I read recently about a senior manager at a prominent organization who was considering stopping their CX programme because he believed he could get everything he needed to know about the voice of the customer solely from social media. I have some concerns here and in this Café post, we talk about some of the. View Article. Automotive

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer.

ROI 332

More Trending

The Six Key Traits of Human Beings (Video)

Experience Matters

One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings.

Video 248

How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer

C3Centricity

Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers.

Brands 228

10 chat support job responsibilities: what you need to know about providing live chat support to your customers

UJET

It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working. Customer Experience Multichannel Support Live Chat Customer Support

The Power of a Smile

MaritzCX

You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee. The first. View Article. General

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Create a Local SEO Strategy for B2C Companies

ReviewTrackers

This article is written by Holly Rollins. Holly is the president and owner of 10x digital. She has more than 20 years experience in marketing, public relations, digital marketing and content marketing.

B2C 204

3 Tips on Maximizing Salesforce Survey Data

GetFeedback

Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. Create a Salesforce survey dashboard. If you’re looking for a more efficient way to monitor feedback, dashboards may be your solution.

Tips 210

3 Ways To Drive Adoption Right Now

Amity

It’s no secret that successful adoption plays a huge role in customer retention rates. As a CSM, improving product adoption should be a top priority for you in order to ensure your customers’ long-term success.

Tips 198

AskNicely NPS for Marketing Cloud

AskNicely

Marketing and Customer Success: Do you know how to activate your Wonder Twin powers? . Wait, who or what are Wonder Twins? You may remember the the Wonder Twins from the SuperFriends cartoon TV series.

NPS 195

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

ijgolding

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with.

In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours - Transforming the Customer Experience

Kristina Evey

The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer.

How to Manage Seamless, Eat24, and GrubHub Reviews

ReviewTrackers

The food delivery industry is booming. Consumers are staying home more than ever before and, increasingly, even when they’re eating out, they’re eating in,” writes Matthew Cochrane in an article in the Motley Fool. The U.S.

How to Create an Omni-Channel Customer Journey Map in Retail

GetFeedback

This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience. What is a customer journey map?

Retail 195

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

3 Ways to Get the Most Value out of Your Mystery Shopping Program

IntouchInsight

Learn more about how mystery shopping helps improve customer experience at your business

How to Update Your Marketing with a Customer First Strategy

C3Centricity

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are some tips and ideas for you to adopt – or adapt. People.

3 Tips To Create A Great Banking Touchpoint Survey

Centriam Customer Experience Lab

CX Banking Customer Experience

Celebrating Those Who Brought You to This Point

MaritzCX

Celebrate Good Times, Come on! It feels good to celebrate. It means that something was accomplished, or that there’s something worthy of being recognized. Whether it be a birthday, an anniversary, or new promotion, communicating achievements makes people feel important.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Has Marketing lost its way or is it just changing? A perspective by Bernard Page

ijgolding

Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked.

Are You Tuning Out the Voice of the Customer?

GetFeedback

When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way. But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?

5 Business Success Factors (So You’re Ready for Anything!)

C3Centricity

Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. So what are the success factors of readiness?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.