INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? MORE
Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. MORE
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. MORE
Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! Apple is well known for having some of the most loyal fans. People stream their annual product announcements during their breaks at work and line up for days to purchase the latest iPhone. This loyalty translates to an insanely high Net Promoter Score (NPS). MORE
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. MORE
Journey mapping is now the go-to customer experience tool, and has been discussed in Forbes, the Harvard Business Journal, and countless other journals. The post Journey mapping has become a must-have approach to customer experience appeared first on Heart of the Customer. MORE
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. MORE
Getting quality content marketing on to your website is just half the battle. Once you’re convinced you’ve got your messages just right then it’s time to take a long, hard look at just how effective your content actually is and if it’s working exactly how it should. MORE
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. MORE
Hello. My name’s Tom Furr and I’m Head of Brand for NewVoiceMedia. And today, I’m excited to bring you, CONVO — our brand-new magazine about the art of great conversations. It’s got interviews, it’s got features and it’s got some meaty questions to really get you thinking. But, before I tell you what you’ve got to look forward to, I’ve got a request. Marc Benioff, if you’re out there, I’d like to chat. And if anyone knows Marc Benioff (he’s the founder and co-CEO of Salesforce), let him know. MORE
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!) MORE
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 MORE
As we continue to see, customer experience (CX) has moved ahead of product and price as the #1 brand differentiator. True customer delight is shown to not just improve brand loyalty, but also increase customer lifetime value. MORE
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. MORE
In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. MORE
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. MORE
What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” MORE
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. MORE
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. And here’s why. Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. MORE
Customer Satisfaction is often quoted as being an important KPI for any business. While it is undoubtedly important, is it really a KPI? In this post from Steve Scott, Astea’s Managing Director – Asia Pacific , we consider how businesses can improve upon customer satisfaction. MORE
In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. MORE
Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. MORE
Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies. MORE
What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him. MORE
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. MORE
We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. MORE
We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first. MORE
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. MORE
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. MORE
GetFeedback
NOVEMBER 12, 2018
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues.
MaritzCX
NOVEMBER 13, 2018
Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies.
Centriam Customer Experience Lab
NOVEMBER 8, 2018
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.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
CSM Magazine
NOVEMBER 7, 2018
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.
Customer Bliss
NOVEMBER 13, 2018
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.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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inContact
NOVEMBER 13, 2018
There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it?
MaritzCX
NOVEMBER 9, 2018
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.
Vision Critical
NOVEMBER 14, 2018
We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first.
Customer Bliss
NOVEMBER 8, 2018
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.
Speaker: Faith Adams, Analyst at Forrester
Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data
Interactions
NOVEMBER 7, 2018
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
inContact
NOVEMBER 14, 2018
In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center.
AskNicely
NOVEMBER 9, 2018
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!)
CloudCherry
NOVEMBER 9, 2018
Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! Apple is well known for having some of the most loyal fans. People stream their annual product announcements during their breaks at work and line up for days to purchase the latest iPhone. This loyalty translates to an insanely high Net Promoter Score (NPS).
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Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)
QuestionPro Audience
NOVEMBER 9, 2018
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.
Jacada
NOVEMBER 12, 2018
Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge.
inContact
NOVEMBER 14, 2018
As we continue to see, customer experience (CX) has moved ahead of product and price as the #1 brand differentiator. True customer delight is shown to not just improve brand loyalty, but also increase customer lifetime value.
AskNicely
NOVEMBER 7, 2018
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.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Kayako
NOVEMBER 9, 2018
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.
QuestionPro Audience
NOVEMBER 7, 2018
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.
ijgolding
NOVEMBER 13, 2018
In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020.
inContact
NOVEMBER 8, 2018
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.
Speaker: Jere Matthews, VP, Operations at Rutter's
Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.
Astea
NOVEMBER 7, 2018
Customer Satisfaction is often quoted as being an important KPI for any business. While it is undoubtedly important, is it really a KPI? In this post from Steve Scott, Astea’s Managing Director – Asia Pacific , we consider how businesses can improve upon customer satisfaction.
TechSee
NOVEMBER 13, 2018
Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves.
Heart of the Customer
NOVEMBER 12, 2018
Journey mapping is now the go-to customer experience tool, and has been discussed in Forbes, the Harvard Business Journal, and countless other journals. The post Journey mapping has become a must-have approach to customer experience appeared first on Heart of the Customer.
NewVoiceMedia
NOVEMBER 13, 2018
Hello. My name’s Tom Furr and I’m Head of Brand for NewVoiceMedia. And today, I’m excited to bring you, CONVO — our brand-new magazine about the art of great conversations. It’s got interviews, it’s got features and it’s got some meaty questions to really get you thinking. But, before I tell you what you’ve got to look forward to, I’ve got a request. Marc Benioff, if you’re out there, I’d like to chat. And if anyone knows Marc Benioff (he’s the founder and co-CEO of Salesforce), let him know.
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
inContact
NOVEMBER 12, 2018
We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive.
Joe Rawlinson
NOVEMBER 7, 2018
Getting quality content marketing on to your website is just half the battle. Once you’re convinced you’ve got your messages just right then it’s time to take a long, hard look at just how effective your content actually is and if it’s working exactly how it should.
Customer Guru
NOVEMBER 13, 2018
What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him.
Heart of the Customer
NOVEMBER 14, 2018
What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.”
Advertisement
A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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