Sat.Sep 08, 2018 - Fri.Sep 14, 2018

5 Things Customers Expect from Customer Service Interactions

Help.com

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.”

How to Systematically Decrease Customer Churn

GetFeedback

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study.

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How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

Customer Bliss

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.

You want talent, but can you manage it?

CX University

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering.

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.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

More Trending

How to Send the Message That You Care to be Your Best Every Day

Steve DiGioia

can a crooked sign ruin your business? This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing.

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Social Communication is not ever Permission to Sell

One Millimeter Mindset

Social communication etiquette is going over the top. Have you noticed? In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees.

Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

ijgolding

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience.

DiscoverOrg: Finding the Peppermint Bark Moment

AskNicely

?. For Katie Bullard — Chief Growth Officer at DiscoverOrg , the leading marketing and sales intelligence provider — it took years of miserable holiday shopping experiences to recognize a truly great one. That moment came from a simple gesture at a busy Crate & Barrel store.

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.

Streamlining Support with Salesforce Case Forms

GetFeedback

Pretty much every business has a contact form on its website. Simple and effective, they give customers and leads an easy way to reach you. But if you’re using a traditional form that doesn’t integrate with Salesforce, you may be missing out on key data and costing your team more time and energy.

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11 common customer journey mapping mistakes to avoid

Vision Critical

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled.

How Culture Transformation Leads to Amazing CX Programs

MaritzCX

In today’s service-obsessed world, community and citizen expectations are rising. Ameren Missouri has been acutely aware of the fact that they need to compete with new trends, employee needs, control operational costs, and implement modern technology to help them better serve their customers.

4 Reasons Why Live Chat Drives Sales and Loyalty To Your Business

Kayako

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support.

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Top 5 Processes that RPA can Master Best

Jacada

Top 5 Processes that RPA can Master Best.

Reduce Customer Effort, Increase Loyalty: A Recipe for Growth

GetFeedback

Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. This means that companies need to pay attention more than ever to the customer experience. By understanding why customers churn, you can identify which areas of your business need the most improvement.

How the voice of the customer can future-proof your business

Vision Critical

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer.

Grooming Customers for Advocacy

Wired and Dangerous

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and is the key to building LOYALTY which drives ADVOCACY and GROWTH!

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The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE Systems

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

3 reasons why you should collect and analyse customer feedback in real time 

Lumoa

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”.

Ask Abby Nicely: Should I Follow Up With All Detractors After an NPS Survey?

AskNicely

Dear Abby, For my NPS survey, should I follow up with all detractors or just the lowest scoring ones? A Detractor is A Detractor. I’ve noticed during check-ins with my clients that while they’re following up with their detractors, they’re actually only reaching out to the 0’s through 3’s. That’s an understandable inclination, but, in reality, a 6 can hurt you just as much as a 0. In fact, in your total NPS score calculation, they’re weighed exactly the same. Why It Matters.

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Fall Food + Drink Trends of 2018

QuestionPro Audience

September is upon us. With it comes sweater weather, pumpkin spice lattes, and hearty crock pot meals. Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. PACKAGING.

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

How to Reduce Customer Service Friction with Live Chat

Comm100

Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can friction be defined?

How Healthcare is Embracing the Digitally-Empowered Consumer

Smarter CX

The last few years have seen a proliferation of digital health tools including apps and wearables. “Doctor” Google is often a first port of call when looking for health information. We digitally count our steps.

Legendary Tales of Customer Experience: A Jar of Oysters

AskNicely

This is the next in an ongoing series of stories about how innovative businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. A Jar of Oysters: Empowering Teams to Surprise and Delight. New Seasons Market . How good are these oysters?”. Well to be honest we’ve gotten mixed reviews. Would you like to try them and see for yourself?” The supermarket employee asked. Can you do that?”.

The Critical Conversation You MUST Have When Developing Your Customer Journey Map

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.

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.