Sat.May 18, 2019 - Fri.May 24, 2019

8 Practices to Increase Customer Lifetime Value of Your Business

ProProfs Chat

As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services.

Are Your Customers as Satisfied as You Think They Are?

NICE inContact

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet.

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The Customer Is Angry – And, It’s Not Your Fault

ShepHyken

Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer.

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CSAT vs. NPS: Similarities and Differences

GetFeedback

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. .

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Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them.

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ICMI Expo 2019 Conference Roundup

Comm100

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo was a breath of fresh air in more ways than simply letting me escape the heat outside.

Net Promoter Score (NPS) Myths Debunked

GetFeedback

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished.

How to Show Up as a Caring Company

Customer Bliss

In lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

Data Privacy Isn't Just about GDPR Compliance

Vision Critical

Europe’s landmark privacy regulation, GDPR, celebrates its first anniversary on May 25. Established to give Europeans more control over their personal data, the regulation has had a much more expansive reach due in part to the open nature of the Internet. Security, Trust & Transparency

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Maintaining Survey Integrity with Digital Fingerprinting

MaritzCX

Surveys are a great way for customers to candidly share the story of their experiences. When used correctly, surveys can provide insight on where certain improvements can be made in order to promote retention and loyalty. But what happens when these surveys are hijacked?

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Net Promoter Score® (NPS®) Myths Debunked

GetFeedback

Four Net Promoter Score (NPS) myths debunked once and for all. NPS is a necessary customer experience metric, and this article will prove it. Articles

Ecommerce Customer Experience: Why it’s crucial and tips for success

Lumoa

In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment. Feed generated with FetchRSS

What is a B2B panel? Importance, characteristics, and tips to use B2B online panels

QuestionPro Audience

Content Index. Who are B2B panelists. Definition of B2B online panel. Difference between B2B panel and B2B online Panel. Factors to consider while choosing a B2B online panel partner. Characteristics of good B2B online panels. Why do you need QuestionPro’s B2B online panel.

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

The Power of Transformation

MaritzCX

Shifting Focus to the Customer, Not the Product Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, others have not.

CSAT vs. NPS®: Similarities and Differences

GetFeedback

A comparison of CSAT vs. NPS as it relates to your Voice of the Customer (VoC) program. Articles

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Emotion Analytics is at the Heart of Customer Experience Innovation

TechSee

It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick.

Market Research Panel – What are its Benefits, types, best practices, and more

QuestionPro Audience

Content Index. What is a market research panel? 5 benefits of a quality market research panel. Why is a market research panel important? Are there different types of panels? Best practices for market research panel recruitment: Pitfalls of a market research panel.

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

Have you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? Raise your hand if you appreciate a good buffet — I certainly do! Classic Trap.

Obstacles Contact Center Agents Come Across During Interactions

Jacada

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

Amazing Business Radio: Nicolaj Sigglekow & Christian Terwiesch

ShepHyken

Connected Strategy. Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX). Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch.

The Top 4 Causes of Customer Churn and How to Address Them

Totango

In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

7 Must-Hear Customer Experience Podcasts

iPerceptions

Whether you’re on your work commute, doing your everyday workout, or even just knocking out a project at work: listening to podcasts is becoming more and more part of our daily routines. Customer Experience

Smart Solutions Resolve Call Center Operational Issues

Jacada

All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More. Jacada Blog

Alliance Warehouse Edge: Best-in-Class Warehouse Management Software

Astea

In today’s field service industry, customers can choose from many providers. They expect their needs to be met quickly, professionally, and at a reasonable cost.

Customer Success and Upsells: How to Make the Most of Opportunities

Totango

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.