Sat.Jun 30, 2018 - Fri.Jul 06, 2018

Inside the ROI of Consistency in Customer Interactions

Topdown

Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize. Customer Experience

ROI 144

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.

Common customer experience strategy mistakes—and how to avoid them

Vision Critical

Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to realize your customer experience strategy as soon as possible. While customer experience (CX) transformation is an urgent matter, a CX strategy without direction guarantees pitfalls.

Singing the Anthem and Flying the Flag of CX

MaritzCX

In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

How AR Instruction Manuals Drive Superior Product Engagement

TechSee

“Instruction manuals” The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes. But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear.

Strike the Balance Between the Digital Experience and the Human Experience

ShepHyken

Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario.

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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

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

Gratitude – Important for Independence Day and A True Measure of your Service Warmth

Wired and Dangerous

“Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country.

4th of July Facts & Stats: Infographic

QuestionPro Audience

To celebrate America’s Independence Day, we put together this infographic with facts and figures to show how Americans are celebrating. Please refer to the firework section before you light anything tomorrow! We wish you a happy and safe 4th of July from QuestionPro Audience.

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

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.

2-Minute Video: What You Need to Know About Mobile Form Software

IntouchInsight

Watch now! A 2-minute overview about how you can use IntouchCheck mobile form software to build your own mobile forms, save time, and find & fix issues faster

Episode 004 – It’s All About the Money - Transforming the Customer Experience

Kristina Evey

Episode 4 – It’s All About the Money. Focus on CX to Grow Profits. Shownotes: Money and profits – not bad words. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016.

Net Promoter Score 101: A Comprehensive Guide for Beginners

Retently

Satisfied clients don’t just help your company generate more leads and acquire more business; they also enable you to increase the customer lifetime value , reduce your churn rate and finally bring in more revenue.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Improving Customer Experience Management in a State Government Agency

Customer Bliss

How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce.

Why Employee Engagement Is the Most Important Link in Your CX Value Chain [Video]

IntouchInsight

Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees

Episode 4 – It’s All About the Money - Transforming the Customer Experience

Kristina Evey

Episode 4 – It’s All About the Money. Focus on CX to Grow Profits. Shownotes: Money and profits – not bad words. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016.

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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

Bring People Back to the Core of CX Work: Make Mom Proud Resources

Customer Bliss

“An actionable, smart, and fun book everyone in hospitality should read. It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. My latest book, Would You Do That To Your Mother?

Top 5 Ways to Improve Your Company’s Live Chat Experience

Kayako

Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact.

2018 Temkin Effort Ratings: Wegmans Earns Top Spot

Experience Matters

Effort is one of the three components of a customer’s experience (along with success and emotion), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Effort Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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. General

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 181

The Best Brands Focus on Emotion for CX Success

360Connext

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater.

Brands 123

Customer Journey Mapping [Infographic]

Michelli Experience

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Singing the Anthem and Flying the Flag of CX

MaritzCX

In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article. General

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.

12 Great NPS Survey Question and Response Templates (That Actually Work)

Retently

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front.

Customer Journey Mapping and the Road Beyond

Michelli Experience

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.