Sat.Dec 16, 2017 - Fri.Dec 22, 2017

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

The Changing Face of Customer Journeys

CloudCherry

One of the most important things a company can do is to map the customer journey. Not long ago, mapping that path was relatively easy. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly.

CX ROI: Better Customer Experience = More Purchases

Experience Matters

We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future.

ROI 226

Text Analytics as Future of Customer Experience? We Asked Jim Tincher.

Lumoa

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning.

NPS 282

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)

What are Online Survey Panels?

QuestionPro Audience

With the kind of competition that’s coming up in the market every day, it becomes crucial for organizations to be on the edge of things and be better than the best. New strategies and options to leverage on competition are developed to gain maximum benefits.

Survey 265

How to Create a Customer Feedback Form Without Causing Friction

Kayako

Customer feedback is important for any business that wants to better themselves. We can collect feedback on virtually any aspect of our business—our customer support, our website’s usability, the effectiveness of email campaigns, you name it.

More Trending

FIND OUT WHAT IT TAKES

MaritzCX

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

Recipes for Leadership Behaviors that Drive Customer Experience Transformation

Customer Bliss

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation.

How New Year’s Resolutions Impact Consumer Buying Behavior

QuestionPro Audience

New Year’s has become synonymous with resolving to be a better you in the new year. January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior.

Here’s an Idea: Put Millennials’ Needs First

BlueOcean

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 million people. What does that mean for outsourced contact center employers?

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!

FIND OUT WHAT IT TAKES

MaritzCX

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

Top 10 business stories of 2017

Vision Critical

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Here’s a look at the stories that researchers, marketers, innovators and CX professionals were talking about this past year.

ROI 169

Planning for 2018? These Blogs and Reports Should Help

inContact

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy reading!

Report 165

5 Gift Ideas for the Dog in Your Life

QuestionPro Audience

The holiday season is the time to give to those in our lives who love and support us. Who does that more than our pets? Who else in your life literally jumps up and down when you walk in the door after a long day of work?

Course 230

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.

Amazing! The Feelings That Drive An Economy Might Surprise You!

Beyond Philosophy

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly.

eBook 158

3 Customer Experience Improvements Retailers Can Use to Cash in on Millennials

Centriam Customer Experience Lab

Many retailers are finding it difficult to connect with mi llennial shoppers. Even when able to sell to them, they are often unable to sustain the relationship. Findings from Centriam’s 2017 Retail Study confirm this: millennials are more price sensitive, less likely to repurchase, and 40% more likely to be detractors. Click to Tweet ]. Retail Customer Experience

Retail 150

{Infographic} Going Beyond the Presents for the Christmas Season

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. Follow on Twitter: @josephmichelli. Save Save.

Best of the Podcast: Defining the CX Role In A Mission-Focused Company with Lyft’s VP of Customer Experience and Trust

Customer Bliss

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show.

Your Complete Customer Engagement Handbook

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

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up.

What Could Indiana Jones Tell You About Your Customers?

Wired and Dangerous

Customers today are “over surveyed”. We are asked after almost every interaction to report on our experience and these requests take every imaginable form.

Hotels 141

Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester

inContact

Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia.

{Infographic} Going Beyond the Presents for the Christmas Season

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. Follow on Twitter: @josephmichelli. Save Save.

How to Create an Exceptional Customer Experience

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

Nielsen’s Lynda Clarizio shares her perspective on the evolving media landscape

Vision Critical

Lynda Clarizio has seen the world of advertising evolve from several vantage points thanks to a varied career that goes back to the early days of the commercial Internet. Now president of U.S.

What is Review Generation?

ReviewTrackers

Review generation is the process of getting more customer reviews on your business locations’ online review pages on sites like Google, Facebook, TripAdvisor, and Yelp. This can be done by: Sending emails to customers asking them to leave reviews for your business.

Sports 130

The Best Customer Success Articles of 2017

Amity

Dealing with some end of year FOMO? We know, it's the season - it's easy not to feel ready for the new year when you're still working hard to wrap up the quarter. We've got just what you need.

Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

Image courtesy of Pixabay Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive. An effective customer service solution has always been a tool that helps businesses stand out.

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.

If we understand our customers, how do we then improve customer experience?

Storyminers

This guest post is from Lisa Kenny of Maru/Syngro , exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly.

Experiential Lessons for the Christmas Season: Going Beyond the Presents

Michelli Experience

It’s been said there are two types of people in the world. Those who believe there are two types of people in the world and those who do not! When it comes to this time and season of the year, I believe there really is only one type of person. That person understands, despite the hype, that gift giving is secondary to many other more personally satisfying holiday experiences, such as: Quality time spent with family and friends. Laughter. Deep spiritual connections. Sumptuous food.

5 Must-Ask Questions for Customer Success Calls

Amity

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. As a direct result, there are software products/tools for everything you can possibly imagine, and a lot of them.

Aligning Businesses to Customer Needs: an Exclusive Interview with Mr. Abhay Singh Chauhan, Customer Service Head, Avery Dennison

Customer Guru

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations.

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.