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

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How to Deliver a Great Customer Experience (VIDEO)

GetFeedback

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human.

Video 301

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 250

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 219

Make This Small Change For Big Results

Beyond Philosophy

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.

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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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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

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 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.

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

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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.

3 Tips To Create A Great Banking Touchpoint Survey

Centriam Customer Experience Lab

CX Banking Customer Experience

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

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.

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.

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 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.

All you need to know about “Cluster Sampling”

QuestionPro Audience

First, let’s be honest. Although it is now a commonly used term, if you’re not familiar with “cluster sampling”, it can come across as a bad episode from the Twilight Zone. There’s something eerie about the word to make one feel like he/she is about to get probed by aliens.

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

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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.

The Unifying Force of Care: A Basic Human Need Customers Crave and Businesses Demand

Customer Bliss

It’s no secret – caring is a fundamental human need that triggers positive feelings. And a recent study reveals that patterns in human brain activity associated with empathy and caring are also associated with value and reward.

Tips 171

Placement of Survey Questions

MaritzCX

This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated.

Survey 260

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?

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.