Sat.Apr 13, 2019 - Fri.Apr 19, 2019

Up Where Expectations Soar: Customer Care in the Age of Entitlement

BlueOcean

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you.

5 Signs it's Time to Break Up with your Legacy Analytics Tool

DemandJump

Let’s be honest. Your analytics tool may have been state-of-the-art when you first started using it, but when was the last time you sat down and took a hard look at its features?

Tools 52

Why collaboration is key to customer service success

Eptica

Date: Wednesday, April 17, 2019 Author: Steve Nattress - Product Manager Why collaboration is key to customer service success. Published on: April 17, 2019.

Social Sentiment Review: Divided Opinions On Peeps

NetBase

When it comes to sourcing consumer love to foster brand-consumer connections, you don’t have to overthink it. Anything and everything is up for discussion – with passion you might not expect driving conversations about the smallest things: like Peeps.

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.

7 Important Questions to Ask Customers for a Better Customer Experience

GetFeedback

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors.

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How Marketers Can Benefit From More Than Technology: Modern Marketing

C3Centricity

Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California.

Why We Must Give Customers Choices Based on Their Lives: 4 Case Studies

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.

How to Design Your Website for the Best Customer Experience

GetFeedback

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase.

How To 284

Curious How Analytics Can Impact Your Quality Management?

NICE Systems

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

New and Improved Lumoa - Here are the new features

Lumoa

New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors. Feed generated with FetchRSS

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How Does a Voice of Customer (VoC) Program Work?

MaritzCX

This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here. What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business. View Article. General

4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well?

Interactions EMEA Welcomes Stephen Fry as Keynote

NICE Systems

Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, seen or heard around the globe over multiple generations.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

How can you put customers in position to guide your direction?

Wired and Dangerous

Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience.

How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King

Customer Bliss

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs.

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Event Survey Questions: 7 Questions You Must Ask Your Attendees

GetFeedback

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser.

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Episode 47 – How to Best Respond to Customer Feedback

Kristina Evey

Shownotes… Customer Experience is taken to a higher level when based on customer feedback and engagement. Review sites allow customers … Read More Episode 47 – How to Best Respond to Customer Feedback. The post Episode 47 – How to Best Respond to Customer Feedback appeared first on Kristina Evey. Customer loyalty Perception Podcasting Service Recovery Social media

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.

Call Center Culture of Excellence – How to Build it

TechSee

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles.

Fall in Love With Your Customer’s Pain Points - Not With Your Solutions

McorpCX

It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences. Customer Experience customer experience strategy cx implementation analytics

Restaurant Review Sites: The Ultimate Guide

ReviewTrackers

The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should. In today’s age, diners can quickly become online critics.

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The #1 Skill A Great Leader Needs To Master

The DiJulius Group

Being a great leader today is tough. You need to be smart, agile, open-minded; the list goes on and on.

Groups 102

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Why Too Many Choices Can Be Killing Your Bottom Line

Beyond Philosophy

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing.

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Pivot on Purpose for GMPC

Storyminers

A small change in course can change your future. That was the promise of StoryMiners’ PIVOT ON PURPOSE interactive workshop for the Georgia Mentor Protégé Council. The first event was held on April 16, 2019 at AT&T.

The Definitive Guide to Restaurant Reputation Management

ReviewTrackers

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Cultivating a positive online reputation helps you stand out among local competitors.

People Rise to Their Belief of Your Belief in Them

Integrity Solutions

Coaching Sales Teams and the Link Between Expectations, Beliefs and Performance. The truth is, all of us need coaches. Most people will not work, learn and extend themselves, by themselves, to the extent that they will with the help of a coach who sets high expectations for them. Think about it.

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.