Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 195

Technology Social Media 2016 Interaction 195

Customers That Stick

FEBRUARY 14, 2020

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan. Many managers and supervisors are focused on metrics and if you can show improvement on metrics, particularly if you’ve hit goals or targets, that is certainly important.

Customer Service 103

Customer Service Metrics Books Customers 103

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. Customer success and marketing are typically two distinct teams that do not seem to be directly connected, but in fact, the more effectively the two collaborate, the more successful your customers—and your enterprise—will ultimately be.

Customer Success 98

Customer Success Marketing Events Customers 98

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. To retain loyal consumers, and attract consumers with similar buying habits, brands are tasked with rethinking the way that they interact with their consumers.

Loyalty 79

Loyalty Brands Loyalty Programs Customer Journey Mapping 79

Advertisement

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.

Customers

CSM Magazine

FEBRUARY 14, 2020

A recent study by Olive Communications found that 60% of consumers place a higher degree of importance on customer experience than anything else when purchasing goods. Despite this, according to Nick Beardsley, Enterprise Director at Olive Communications , most organisations today still have no successful digital strategy in place, confusing multi-channel with omni-channel, or those that are embracing AI are merely scratching the surface of its potential to transform customer service.

Multi-Channel 66

Multi-Channel Customer Experience Customers Communication 66

Advantage Communications

FEBRUARY 14, 2020

Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX). 2020 simply must be the year in which your company transforms its approach to customer service.

Customer Service Strategies 64

Customer Service Strategies Customer Service Customer Experience 2020 64

CSM Magazine

FEBRUARY 14, 2020

Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. With numerous studies showing that 2020 will see customer experience overtake price and product as the key brand differentiator for companies, it’s no wonder we’re seeing increased impetus and investment in this area.

Customer Centricity 59

Customer Centricity 2020 Touchpoint Culture 59

Talkdesk

FEBRUARY 14, 2020

ClickPay ’s mission is to redefine receivables and create technology solutions that optimize transactions and interactions between residents and their property managers. ClickPay believes in combining leading-edge technologies with hands-on services to create complete, customized solutions that drive efficiencies, enhance resident satisfaction, and give real estate businesses a strong and secure platform for growth.

Customer Experience 55

Customer Experience Contact Center Customers Technology 55

Forrester's Customer Insights

FEBRUARY 14, 2020

As consumers look to align their purchases with their principles, opportunities arise for brands — though genuine commitment is key.

Brand Values 50

Brand Values Consumers Brands B2C 50

Advertisement

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

Retail

Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use.

Customer Service Strategies 29

Customer Service Strategies Customer Service Airlines Customers 29

Feedbackly

FEBRUARY 14, 2020

Time management in the workplace has come a long way from the standard 9–5 office job. Coworking spaces now allow employees to work anywhere, The post 4 Ways To Improve Experience and Retention In Your Coworking Space in 2020 appeared first on Feedbackly.

2020 52

2020 Feedback Management Employee Experience 52

Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland.

Customer Service Strategies 26

Customer Service Strategies Customer Service Airlines Customers 26

inSided

FEBRUARY 14, 2020

Customer Success is a promise of progress. Progress defined by advancing business goals, or achieving customer results. A proactive need to increase value, and create long lasting customer relationships. It's no easy feat, but it's worth the effort in the end. How do you go about achieving this progress, or rather Customer Success? With this question in mind we set out to interview 30+ VPs and Heads of Customer Success.

Customer Success 52

Customer Success Customer Relationships Customers 52

Advertisement

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,

Measurement

Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use.

Customer Service Strategies 20

Customer Service Strategies Customer Service Airlines Customers 20

ReviewTrackers

FEBRUARY 14, 2020

108

108

ProProfs Chat

FEBRUARY 14, 2020

Wouldn’t it be great if all your favorite brands could be at your beck and call? Wouldn’t you love to get your woes sorted and queries answered in real-time? Thanks to the wonder that Digital Marketing is, all of this is now possible. Brands are taking an increasing interest and making efforts to enhance the customer experience. They are trying to “be there” for their customers, help them throughout their shopping experience, and even respond to their queries, requests, a

Marketing 103

Marketing Advertising Brands Interaction 103

Forrester's Customer Insights

FEBRUARY 14, 2020

You’ve reached the point in your #infosec career where you get a full conference pass to RSA. Not coincidentally, this means you are now so busy every day that you don’t have the time to preview the RSA full conference schedule to map out interesting talks. If you fail to get that prep work done, you can cheat by looking at my list — I had chosen these for my […].

2020 41

2020 Customers 41

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.

Customer Insights

Qualtrics

FEBRUARY 14, 2020

As part of our Market Research Visionaries series, we spoke to Major League Baseball Strategic Research Manager, Scott Harris, about working in sports, personalizing feedback methods for millions of fans, and how a video game gave him a thirst for data. My 13-year-old self would be very happy to know that my 31-year-old self gets paid to watch baseball,” laughs Scott Harris, Strategic Research Manager for Major League Baseball (MLB).

Insights 34

Insights Sports Entertainment Feedback 34

Forrester's Customer Insights

FEBRUARY 14, 2020

Having attended Finovate for the past seven years, some of the demos are starting to feel repetitive and not as exciting. There are three reasons for this: the relative maturity of fintech and the flood of VC funding into this space, the plateauing of digital experience in financial services, and the focus on incremental innovation.

2020 38

2020 Demo Financial Innovation 38

LiveChat

FEBRUARY 14, 2020

This is the non-cheesy Valentine’s Day article you’ve been looking for. This is the V-day special you won’t be ashamed to read at work, but which made me cover my screen during research. All that for a good cause though, as today we will see how all the love advice we are served translates to the business world. Because what love is more important than the love your customers feel for your product?

Customer Service 66

Customer Service Wireless Customers Magazine 66

Forrester's Customer Insights

FEBRUARY 14, 2020

Last year was my first year as an analyst at RSA, and I loved and hated it in equal measures. I am now a year older and wiser, and I’m so looking forward to so many things, including being in the beautiful city of San Francisco. Conversely, if I’m 100% honest, there are things that […].

2020 38

2020 Measurement Customers 38

Advertisement

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.

Information

NetBase

FEBRUARY 14, 2020

Some relationships are built to last, others not so much. And organizations are reading the emotional tea leaves and creating promotions around the latter this Valentine’s Day. These winning brands demonstrate the power of capturing niche crowds and turning negative energy into positive PR. And this can be applied to any scenario where one seeks to capture and redirect conversation.

Brands 78

Brands Events 2010 Social Media 78

LiveChat

FEBRUARY 14, 2020

This is the non-cheesy Valentine’s Day article you’ve been looking for. This is the V-day special you won’t be ashamed to read at work, but which made me cover my screen during research. All that for a good cause though, as today we will see how all the love advice we are served translates to the business world. Because what love is more important than the love your customers feel for your product?

Customer Service 28

Customer Service Wireless Customers Magazine 28