Sat.Feb 23, 2019 - Fri.Mar 01, 2019

How to Define Your Verbal Branding Strategy

Prophet

In today’s digital, always-on world, words are an increasingly powerful currency for brands to create real-time value and demonstrate relevance. But finding the right words—and using them effectively—requires rigor and structure.

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The User Adoption Metrics That Matter for Your Customer Success Team

Totango

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.

Treat Your Customer Facing Staff Like Royalty

Kristina Evey

I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read More Treat Your Customer Facing Staff Like Royalty. The post Treat Your Customer Facing Staff Like Royalty appeared first on Kristina Evey. employee engagement internal customers Leadership Team Uncategorized

The Engaging Power Of Employee Feedback

Experience Matters

Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” ” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.”

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The VMware Culture Journey to Inspire Customer Centricity

MaritzCX

VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.”

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Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

ijgolding

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows.

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

Quick, how many services or memberships do you subscribe to? Twenty?

Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

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.

Why GetFeedback is the Best Customer Experience (CX) Solution for Salesforce

GetFeedback

Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. In fact, 73% of U.S.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

5 building blocks to develop a winning customer experience strategy

Kayako

The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives.

Communicating that Customers Matter

Wired and Dangerous

In the last few months, we have visited several C level officers of client companies. Most executive offices today are smaller than in past years and have interiors that are no longer decorated to communicate importance and prestige.

Understand Your Customers’ Needs and Unlock the Value Chain with Thales Teixeira

Customer Bliss

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations?

Forrester Report on the State of Customer Analytics 2018

CloudCherry

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. A vast majority of respondents make or influence decisions at their organization. This report looks at what worked in 2018 in customer analytics and measurement.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How to Analyze Qualitative Customer Feedback

IntouchInsight

Learn how collecting qualitative customer feedback can help you gain more value from your voice of the customer program and make more targeted CX improvements

Top 10 Chatbot Fails and How to Avoid Them

Comm100

Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than fiv years, asking a chatbot to tell you the weather forecast or buy your groceries has transformed from something nobody thought possible to an everyday occurrence.

How To 140

CX & Mystery Shopping: Great Questions to Consider

MaritzCX

Customer Experience Research is Common Sense In college, I grew up on watching Steven Wright’s comedy acts. In fact, one-time on a business trip I ran into him at my hotel in Atlanta – what a moment. His comedy angle is basically using common sense thinking and then wrapping a question or comment around that. View Article. General

Hotels 200

We Finally Reached Peak of Inflated Expectations for AI

Esteban Kolsky

if you are a fan of Gartner, and who among us is not – right?, you know about the hype cycle. image above, copyright Gartner, Inc.

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.

The Power of Commitment in CX

Horizon CX

The general and financial benefits of delivering a great customer experience have been written and talked about for many years now. However, some organizations still struggle to embrace a full commitment to it.

Top 10 Chatbot Fails and How to Avoid Them

Comm100

Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than five years, asking a chatbot to tell you the weather forecast or buy your groceries has transformed from something nobody thought possible to an everyday occurrence.

How To 130

What is the Motivation for Companies to Adopt Self-Service?

Jacada

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized.

See an omni-channel contact center in action

NewVoiceMedia

Your business serves ultra-connected customers who expect a consistent experience through every channel. So, the more channels, the better, yes? Sure, but only if the customer gets treated right across the board — at any point, on any channel (even by that new chatbot your boss keeps mentioning). So how can you pull that off? . The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

12 Proven Tactics to Increase Your Customer Lifetime Value (CLV)

Retently

There are two ways to grow your business. The first is to acquire new customers. The second is to focus on retaining existing clients and increase customer lifetime value (CLV). Data shows that the second is a far more effective strategy for producing a steady, predictable increase in revenue.

Episode 40 – The Benefits of Hassle Maps

Kristina Evey

Shownotes – Where are the hassles your customers encounter when using the product or service you provide regardless of who they … Read More Episode 40 – The Benefits of Hassle Maps. The post Episode 40 – The Benefits of Hassle Maps appeared first on Kristina Evey. Customer Experience Management Podcasting

Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service

BlueOcean

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award.

Superagent and the Phenomenal Four Enhance Customer Experience in Telecoms

TechSee

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.