Sat.Oct 27, 2018 - Fri.Nov 02, 2018

3 Ways Churn Is Killing Your Growth

Gainsight

It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the silent killer. Churn. Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business.

3 Business Reasons to Care About CX

Smarter CX

My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. One day not long ago, Claudia asked me if I’d make her a bowl of ice cream.

Common Traps of Top-performing Customer Experience Programs

Fresh MR

You’ve achieved your customer experience (CX) goals! Congratulations! … Now what?When

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Hire People with the Ability to Care: A #MakeMomProud Case Study

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.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

AskNicely Net Promoter Score Software New Feature Roundup – Q4 2018

AskNicely

Each quarter, our New Feature Roundup will spotlight the most recent and requested improvements to our Net Promoter Score software, so you can discover easier ways to manage feedback data and truly hear the voice of your customer and quickly take the right action.

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Best Practices for Building a Modern Contact Center

inContact

The world seems to be moving at breakneck speed.

Implement These 5 Tactics to Improve Employee Experience

Customer Bliss

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. I always say, what’s on the inside, shows up on the outside.

The Value of Open Ended Feedback

Vision Critical

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. Consider another circumstance.

Why Customer Success is not Customer Experience

CloudCherry

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces.

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.

Amplify the Voice of the Customer and Multiply Revenue

inContact

Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Satisfied customers buy more, are less likely to churn and bring in more referrals.

Is Your Organization Prepared for a Major Service Hiccup?

Wired and Dangerous

On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.

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Case Study: How Genesis Improves Member Experience with NPS

AskNicely

We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again. Or perhaps you can’t get your cardio in because, as usual, all the treadmills are taken and there’s a line of people waiting. You wonder if other clubs might offer a better experience. Why can’t your gym fix these seemingly simple issues? Repair the machines! Get more towels and treadmills!

Halloween By The Numbers

QuestionPro Audience

Happy Halloween! Halloween is known as the spookiest time of year, when children, adults and pets alike can dress up and get treats from their neighbors. We broke down the most popular treats, who will be dressing up, and other fun facts about Halloween. Audience

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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.

Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation.

Blue Ocean Hiring for 60 New Positions in Halifax Area

BlueOcean

Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean.

Sorting through the RPA Hype - Treating the Symptom Not the Cause

Jacada

Introducing GetFeedback for Salesforce Chat

GetFeedback

A Seamless Way to Get Immediate Post-Chat Feedback. Today, we’re excited to launch GetFeedback for Salesforce Chat. With this feature, companies can seamlessly integrate elegant surveys at the end of their live chat conversations, helping them collect real-time, contextual customer feedback.

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.

Customer Experience Challenges According to 15 CX Experts

Lumoa

We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now. RSS generated with FetchRss

Breaking Down the Ultimate Question – NPS

ChurnZero

Breaking Down the Ultimate Question – NPS (Net Promoter Score). First, let’s start with the very basics- what is a Net Promoter Score ? Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003.

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Sorting through the RPA Hype – If RPA is not for business users, then who?

Jacada

Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business.

Make your team more accessible: The live chat implementation checklist

UJET

Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator.

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 to Apply Customer Experience Advocacy in Marketing

ProProfs Chat

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading.

Business Process Outsourcing: An Important Development Lever

Call Center Pros

BPO, or Business Process Outsourcing, is a very attractive business management solution. Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. But why such a craze for the BPO?

Sorting through the RPA Hype - What IS the Role of the Business User in this RPA World?

Jacada

So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be.

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Falling Under the Magic Spell of NPS Undermines a Focus on Quality Customer Experience (CX)

Truthlab

Do you have a good Net Promoter Score (NPS)? Great, but that’s not enough. Dig deeper if you want great end-to-end customer experience (CX). Dig deeper if you’re going to retain those “promoters” and convert those “detractors” into satisfied customers.

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.