Sat.Nov 17, 2018 - Fri.Nov 23, 2018

The Dream of Data-Driven Personas

Brand Watch

Data 80

The future of VOC measurement – don’t let organisations do it themselves!

ijgolding

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life.

What agile CX means to the brand ranked #1 on Forrester’s Australia CX index

Vision Critical

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. We encouraged storytelling, peer-to-peer networking and the sharing of insights and ideas.

Brands 141

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

Survey 286

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.

Goodbye CMOs, Your Time is Up: From Brand Building to Business Growth

C3Centricity

It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. Was it a wise move or foolhardy? In a recent interview with Marketing Week their global vice-president of creative claims that it has “broadened” the company’s approach to marketing.

Brands 250

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Improve your CSAT by Measuring First Call Resolution

inContact

Spend any time around a contact center and you’ll likely hear the acronym FCR. What does FCR stand for? The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution.

5 Survey Email Subject Line Strategies to Boost Open Rates

GetFeedback

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

Survey 276

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods

Customer Bliss

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. I truly appreciate your support; it helps keep this show going!

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

TechSee

The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries.

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.

What are you doing to thank your employees and customers?

Wired and Dangerous

The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*!

What’s the Customer Loyalty Loop?

GetFeedback

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.

Hire People Who Care & Enable Them to Apologize

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Video 154

Gratitude & Great CX

MaritzCX

Dearest CX turkeys and gurus alike, I wish you the Happiest Thanksgiving! And thank you for your consistent customer focus. Last week I felt extremely grateful after personally experiencing one company’s outstanding customer focus. I was overjoyed to find a particular brand of hairspray that I had only seen in-stores, sold online. This spray was. View Article. General

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.

10 Essential Restaurant KPIs to Measure Customer Experience Success

IntouchInsight

Learn about 10 restaurant KPIs linked to CSAT, customer loyalty, and employee engagement to help you measure the success of your CX programs in your restaurant

The Ultimate Guide to Conference and Event Surveys

GetFeedback

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver.

Survey 235

Have A Thanksgiving Full Of Purpose & Meaning

Experience Matters

Temkin Group’s data shows that people with more purpose and meaning in their lives are happier. The post Have A Thanksgiving Full Of Purpose & Meaning appeared first on Customer Experience Matters®. Customer experience Happiness Personas Purpose

Groups 135

How to Build a Customer Oriented Culture From the Ground Up

Kayako

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers.

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.

How Customers Make Rules for Themselves

Beyond Philosophy

I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me.

6 Steps From Journey Maps to Outcomes

CX Journey

Did you know that journey maps are more than a tool?

Gartner’s CX Pyramid: An Approachable Framework

Heart of the Customer

Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model.

How Customer Success Managers Can Avoid Dysfunction Within Startups

Amity

[image: [link]. It’s no secret that building a startup can be a difficult task. This is partially due to the fact that team dynamics aren’t always clearly defined.

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.

How to discover what REALLY drives value for you $$$

Beyond Philosophy

There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what they would like to eat at their theme park that people will say they would like to have an option of a salad.

2019 Social Media Marketing Predictions

NetBase

When you look at what social media has become, it’s amazing to think less than ten years ago we were merely on the brink of its potential. Social media, and the ways we analyze and use it, continues to grow rapidly, and that won’t change in the coming year.

That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

Myra Golden

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies.

What makes Millennial Salespeople Want To Join Your Company?

Integrity Solutions

Many companies have aspects that appeal to this generation, and there are three critical factors you can focus on to attract and grow millennial salespeople. By Boris Zecevic.

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.