Sat.Dec 15, 2018 - Fri.Dec 21, 2018

Unintentional Brand Ambassadors and The Art of Storytelling

NetBase

No one can tell the story of your brand better than your customers – and that’s true for us as well.

CX Myth #6: Compensation Drives Good CX Behaviors

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics. While some level of compensation tied to CX can be helpful, it is often overdone.

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.

The Secrets to Growth. How to Get New Customers

C3Centricity

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in.

How To 226

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.

Contribute to Your Customers’ Lives and Earn Honorable Growth

Customer Bliss

In my 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.

More Trending

We’re Revealing Our Secret Recipe for Creating the Perfect Customer Survey

GetFeedback

Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.

Survey 199

Reliant Talks CX

MaritzCX

“CX is More Than Just a Program, It’s a Way of Operating.” ” At Reliant, the focus is not just to be the best at energy, but to also stand out as a champion of customer service.

NPS 260

7 questions about Net Promoter Score surveys - Bill Macaitis

Lumoa

Net Promoter Score in the eyes of a marketer. We had a discussion with Bill Macaitis, a man behind Slack, Zendesk and Salesforce marketing about what NPS surveys can bring to your company. RSS generated with FetchRss

Best of the Podcast 2018: Build Power Moments in Your Customer Experience

Customer Bliss

“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable.

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.

Delivering on Desired and Intentional Customer Experiences

CX Chronicle

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience.

Employee Engagement Increases With Understanding Purpose and Impact

Kristina Evey

Some of the biggest drivers of job satisfaction and employee retention are purpose and impact. Compensation only pays a role … Read More Employee Engagement Increases With Understanding Purpose and Impact. The post Employee Engagement Increases With Understanding Purpose and Impact appeared first on Kristina Evey

Everything You Need to Know About Mystery Shopping in Under 90 Seconds [Video]

IntouchInsight

Watch now! A 1 minute and 20 second overview of what your business can gain from implementing a mystery shopping program at all of your locations

Video 215

The shift: From customer service to customer experience

NewVoiceMedia

Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.

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.

3 Reasons Why You Should be Tracking Customer Experience as Part of Your eCommerce Strategy

Kayako

eCommerce is probably the field with the most key performance indicators ( KPIs ) to track. Though you can optimize your online business as much as you want, none of that will matter if you’re not keeping track of your goal posts and data.

Good bye to a wonderful 2018! Hello to a fabulous 2019!

Wired and Dangerous

As 2018 draws to a close, it is time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. Thank you!”. These are arguably the two most powerful words in the English language.

Episode 32 – Make Sure Staff Knows Their Place… of Impact!

Kristina Evey

Ensuring staff understand how they impact the overall CX is the focus of today’s episode. Areas covered are… Culture Interviewing … Read More Episode 32 – Make Sure Staff Knows Their Place… of Impact! The post Episode 32 – Make Sure Staff Knows Their Place… of Impact! appeared first on Kristina Evey. Ensuring staff understand how they impact the overall CX is the focus of today’s episode. Areas covered are… * Culture. Interviewing and Hiring.

RFP Questions to Ask About AI in the Contact Center

BlueOcean

You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence?

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.

Transform Savings into Speed—and Satisfaction

inContact

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. There is a way to transform savings into speed, and satisfaction. What does that mean?

13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents

kommunicate

Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves.

SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales

TechSee

With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular.

Sales 109

Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center

BlueOcean

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte , which is more than a quarter of annual retail sales.

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.

Cloud, Cloud, What Cloud Option do You Choose?

inContact

The term cloud computing dates back to 2006. Fast forward and there has been a phenomenal growth and evolution in this space. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some form of cloud infrastructure. But, we do see the inflection point soon, where cloud will be overtaking premise.

Five Need to Know Social Media Trends for 2019

Brand Watch

Marketing

Ten Workplace Trends Shaping the Future

Integrity Solutions

The fight to keep top talent. Millennials in leadership roles. Addressing the skills gap. And more 2019 workplace trends we’re watching. By Mike Esterday. The notion of work is changing in America.

The Sad Truth About Utilities, Railroads and CX

Beyond Philosophy

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K.

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.