Sat.Dec 01, 2018 - Fri.Dec 07, 2018

Customer retention analytics: 5 strategies to reduce churn with data

Thematic

Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special.

[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

View Infographic. The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric.

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

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.

Retail Auto: Carmaker Mega-Bonus Incentive Programs Prompt Dealership Behavioral Changes

MaritzCX

There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that might surprise many.

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More Trending

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

3 Actions to Unite Internal and Customer-Facing Departments + Downloadable Audit

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.

Building a referral program in Salesforce

AskNicely

One of the best ways to engage with your happiest customers is to invite them to refer a friend or colleague (especially if they’ve just filled in a Net Promoter Score survey saying they’d happily do exactly that!).

The Proper Way to Ask for Customer Feedback

Kayako

When collected and implemented properly, customer feedback can help improve your product and the services that support it.

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.

How Your Business Can Quickly Adopt a Customer First Strategy

C3Centricity

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy.

MaritzCX: Leader in Customer Experience Technology

MaritzCX

For the third year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research firm from the American Marketing Association (AMA) in its annual Top 50 Report of U.S. Market Research and Analytics Companies.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

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Ask Abby Nicely: How Often Should I Be Surveying My Clients?

AskNicely

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Moments of Truth. What exactly is a “moment of truth?”

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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.

How Can I Get New Clients? What are the Secrets to Growth?

C3Centricity

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. Here is my answer.

If Customers Characterized Your Service as a Mode of Transportation, What Would They Choose?

Wired and Dangerous

It all started with a party game… Those funny “what if” social games that get sillier with late night exuberance and adult beverages. What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If

“Us vs. Them” Breaking Down the Walls

MaritzCX

We researchers have done things in the past we probably wouldn’t do again. In some cases we have unintentionally erected walls that have acted to isolate companies from their customers – making the Voice of the Customer more elusive than it should have been. We need to tear down the walls that have caused the. View Article. General

Best Customer Experience Books of 2018 and What to Look Out for in 2019

eglobalis

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

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.

Contact Center SLA: What it is, How it’s Calculated, and Why You Care

inContact

SLA stands for, of course, Service Level Agreement. You could say at its most generic, an SLA is almost like a promise that a service provider makes to a customer about the quality of service they will provide. Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers.

How CloudCherry help Credit Unions deliver amazing Member Experiences

CloudCherry

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs.

“Us vs. Them” Breaking Down the Walls

MaritzCX

We researchers have done things in the past we probably wouldn’t do again. In some cases we have unintentionally erected walls that have acted to isolate companies from their customers – making the Voice of the Customer more elusive than it should have been. We need to tear down the walls that have caused the. View Article. Automotive

Vodafone – Global Innovator Chooses AR Remote Assistance

TechSee

As a leading provider of intelligent visual engagement, TechSee is at the forefront of the digital CX transformation. Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Contact Center Software can Balance Agent-assisted and Self-service Channels

inContact

Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX?

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Are You Making Intuitive Or Rational Decisions?

Beyond Philosophy

There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty.

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4 Field Service Innovations Changing the Customer Experience

Smarter CX

From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience.

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.