Sat.Nov 03, 2018 - Fri.Nov 09, 2018

Taking Customers Beyond the Honeymoon Phase

Bold360

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward.

B2C 200

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors.

Introducing Centriam Telecom AI: Turning Comments into Insight

Centriam Customer Experience Lab

Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score.

NPS 269

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 whitepaper to learn how important conversational AI is to your CX strategy.

How to Take Local Brands to Global Success: The 5 Rules to Fortune

C3Centricity

I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data.

Brands 261

More Trending

This Holiday Season will Belong to the Creative Contact Center Staffers

inContact

The U.S. Job market is on fire! Recently released data shows the unemployment rate is 3.7% , the lowest it’s been since 1969 when a good chunk of our population was removed from the work force in order to fight the war in Vietnam.

Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

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.

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn. RSS generated with FetchRss

How to Use Your Customer Journey Map to Increase Business Productivity

GetFeedback

If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization. The article notes that although individual teams perform well overall, there is often a lot of redundancy across departments.

How To 197

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.

Five Tips for Improving Contact Center Management

inContact

Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there.

Do Your Customers Believe in You?

Steve DiGioia

This original article was written by Steve DiGioia. My cat is diabetic. Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter.

Five Powerful Employee Feedback Tips for Customer Experience Leaders

MaritzCX

Editor’s note: This post originally appeared on the MyCustomer blog. You can read it here. Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees.

Best of the Podcast: Improve Your Customers’ Lives By Stepping into Their Shoes

Customer Bliss

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company.

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!

5 Customer Effort Villains and their Kryptonite

Kayako

Not Starting at Google. Unguided Experiences. Hard to Find Information. Basic Support Submittal Forms. Wounded Agent Experiences. The less effort a customer goes through to do business with you, the better.” — Shep Hyken.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

inContact

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help.

Indiana Farmers Insurance Talks CX

MaritzCX

Best Practices Create Business Results Customer Experience Manager at Indiana Farmers Insurance, Jennifer Rulon, talks about how customers became core to their business through cultivation of their CX program with platform use and market research analysis.

3 Revenue-Driving Benefits of Conversational AI

Interactions

NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center. Artificial Intelligence

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

CX Obsession Fall 2018: Seattle

AskNicely

You asked for more CX Obsession , and we’re making it happen. After two successful runs in Portland (with a combined event NPS of 66.7!) you had one question for us: when and where is your next event? We crowdsourced some location ideas and Seattle came out on top! We are thrilled to bring our CX love to the Emerald City. View details and register here! Join us at SURF Incubator in downtown Seattle on Wednesday, December 12th for a (free!)

“Are We Efficient?” Five Metrics for Tracking Efficiency KPIs

inContact

“How efficient are we? And where can we more be more efficient?” If you are a call center manager, you likely ask these questions on a regular basis. But where do you find the answers?

QuestionPro Audience - Untitled Article

QuestionPro Audience

The latest American Institute of Architects study predicts that nonresidential construction industry spending in the U.S. will increase by 4% through 2019. The institutional sector is expected to grow by 4.5%, compared to 3.4% for commercial/industrial.

Can Your Employees See the Details Critical for Delivering Innovative Service?

Wired and Dangerous

Next week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. .

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.

Top 3 Ways to Turn Customer Feedback into Customer Advocacy

AskNicely

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. It is also something companies struggle with day in and day out. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel.

Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!

inContact

Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker!

Changes For the Consumer Packaged Goods Industry

QuestionPro Audience

The U.S. packaged foods industry is a $378 billion year industry, and it is facing changes in the upcoming year, particularly in the packaged foods sector.

What is Digital Engagement?

Truthlab

Customers drive your business, and their happiness supports your business. Making your customers happy starts within your business, meaning you have full control over the situation.

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.