ProProfs Chat
JANUARY 30, 2020
“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Type, type, click, and the damage is done! And we all know, what goes online, reaches everyone and hampers the brand image as well.
Lumoa
JANUARY 30, 2020
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.
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Inbenta
JANUARY 30, 2020
The tourism industry, an ever-changing sector. The face of tourism has evolved a lot in the past decades. Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. As shown in a study conducted by Expedia, people end up visiting 38 websites on average while planning their travels and increasingly look for personalized offers and travel plans.
Customers That Stick
JANUARY 30, 2020
In this One Win Book Review, we take a look at Finish by Jon Acuff. Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. [link]. About Finish. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Michel Falcon Experience
JANUARY 30, 2020
My third installment of The Four Generations of Customer Experience is here! THE SOCIAL MEDIA ERA. Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers. Are you interested in improving your company culture, employee engagement, and customer experience?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Totango
JANUARY 30, 2020
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health.
Heart of the Customer
JANUARY 30, 2020
Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software. They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared! SurveySparrow: Hello there, Jim, and […].
Totango
JANUARY 30, 2020
Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health.
Talkdesk
JANUARY 30, 2020
Talkdesk’s CMO shares five reasons why you should attend Opentalk 2020, the premier CX conference, April 22-23 in San Francisco . Opentalk® is a must-attend event for anyone passionate about customer experience (CX). Join other CX innovators and Talkdesk® customers on Pier 35 from April 22-23 to be inspired and energized with customer-obsessed ideas to take back to your own company.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Daniel Group
JANUARY 30, 2020
Welcome to Success Strategies. Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. I am defining the word “listening” quite broadly. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Our clients that are the best at both listening to and acting on feedback are the ones who have superior experiences for their customers.
CSM Magazine
JANUARY 30, 2020
The tools, systems and ideas revolutionising the world of Customer Experience will be taking the UK by storm on the 18th & 19th of March 2020, when the Customer & User Experience Expo has its highly anticipated return to ExCeL London. Industry experts from the likes of RingCentral, Zendesk, Genesys and 8×8 will be on hand to enlighten visitors with the very best customer and user experience guidance available; while an array of the industry’s biggest brands and most innovative suppl
Daniel Group
JANUARY 30, 2020
Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. I am defining the word “listening” quite broadly. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Our clients that are the best at both listening to and acting on feedback are the ones who have superior experiences for their customers.
Innovative CX
JANUARY 30, 2020
I’ve been involved in customer service for all my 40 years in business. For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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Think Customers
JANUARY 30, 2020
New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every industry. Being innovative is tough work and not every organization survives in the big city. According to the Small Business Association, over a quarter of new businesses fail during their first two years. So, what does it take for a startup to thrive as a hypergrowth success story?
Feedbackly
JANUARY 30, 2020
There are as many approaches to customer experience as there are professionals in the field. But when talking about the cornerstones, we’re explicitly referring. The post The 4 Cornerstones Of Customer Experience appeared first on Feedbackly.
Advantage Communications
JANUARY 30, 2020
Advantage Communications , a top Canadian contact center that uses innovative new technologies to design superior customer experience strategies for its clients’ customers, has won an award for its “highly valuable” blog content.
InMoment XI
JANUARY 30, 2020
To view the first part of this blog series, click here. The Important First Day of the Employee Journey In the last blog on the Employee Experience in the Automotive industry, we looked at the strategic importance and economic benefit of an effective onboarding process and focused on what should happen prior to the employee’s. View Article.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Lithium
JANUARY 30, 2020
We hope you have all been having a great Community Management Appreciation/Advancement Week! We shared some great CMAD-related content this week and wanted to make sure you didn’t miss it. So we rounded everything up in this handy ICYMI blog. How did you celebrate CMAD this week? Tell us how in the comments! Community Manager Appreciation Day 2020 Contest [Contest Ends January 31, 2020!].
Peter Lavers
JANUARY 30, 2020
Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust. He undertook his Doctorate at Southampton University, focusing on Trust as a dynamic within B2B customer and intermediary relationships. Mark has put his heart and soul into achieving this, and it confirms him as a top thought leader in the subject - as well as being a long-established expert in B2B C
Lithium
JANUARY 30, 2020
We hope you have all been having a great Community Management Appreciation/Advancement Week! We shared some great CMAD-related content this week and wanted to make sure you didn’t miss it. So we rounded everything up in this handy ICYMI blog. How did you celebrate CMAD this week? Tell us how in the comments! Community Manager Appreciation Day 2020 Contest [Contest Ends January 31, 2020!].
Optimove
JANUARY 30, 2020
Spam traps may be one of the more aggravating impacts on a sender’s reputation because they are almost impossible to determine down to the specific address. A spam trap looks just like a real address, but it doesn’t belong to a real subscriber – at least not anymore. And the only way it either ended up on your list (or still remains on your list) is because of poor list management and a disregard of best practices.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Customer Bliss
JANUARY 30, 2020
The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves to walk away from practices that aren’t congruent with their values. They honor the human at the end of their decisions, establish a balanced relationship with customers and partners, and put employees in a position to act at work, like they’d act a
Forrester's Customer Insights
JANUARY 30, 2020
It’s been a rough couple of months for Ring. Multiple security and privacy issues have plagued the physical security device maker, it’s responded poorly by casting blame on users, and following that the EFF identified that the Ring app is littered with third party trackers. At virtually the same time, a security product company – […].
NetBase
JANUARY 30, 2020
Super Bowl commercials have turned into mini-cinematic events over the years, and 2020 is proving no different. How are commercials shaping up according to social sentiment , and does the online reaction bode well for these brands? Let’s take a look at what is resonating and why , to find out! Super Bowl Commercial Mentions. As the big day approaches, commercial “leaks” are everywhere and the buzz of online.
One Millimeter Mindset
JANUARY 30, 2020
Are you throwing storytelling spaghetti at employees and clients? Hoping they glean whatever message they can? Not only from the story you tell, but also as a result of how you deliver that story to them? In terms of your own storytelling acumen, regardless of your job title, pay grade, level of education, generation or professional discipline. Do you rely on canned content, which you may not have developed yourself, for strategic business and technical communications?
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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