Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. It was historically a working-class neighborhood with many immigrant families living there.

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ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need.

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Blog Customer Experience Contact Center Interaction 92

Beyond Philosophy

NOVEMBER 15, 2019

Tribalism: Are You In with The In-Crowd? As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that shares our values and interests. In other words, we need to find our tribe. Tribes are connections between people that form communities, which can be formal or informal. Sometimes tribes are associated with where you were born and from whom, which are the formal types of tribes.

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Loyalty Consulting Brands Connections 96

Oracle

NOVEMBER 15, 2019

Augmented reality apps may seem like a cute novelty at first glance, but they can play a valuable and even transformational role in today’s customer experience. According to the “ Impact of Emerging Technology on CX Excellence ” report from Oracle and ESG, 61% of firms using virtual or augmented reality have increased customer satisfaction metrics as a result.

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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.

Customers

SurveySparrow

NOVEMBER 15, 2019

Smartphones give consumers a louder voice and bigger presence. As our readers know, SurveySparrow is always hard at work, building next-generation digital tools designed to help you enhance your Customer Experience (CX) initiatives (see our online survey tools , our offline survey tools , or our chatbot tools for example). However, from time to time, we do take a break to reach out to thought leaders who’ve influenced the niches we serve.

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Advertising E Commerce Magazine E-support 71

NetBase

NOVEMBER 15, 2019

Consumers are a fickle bunch, with audiences falling in and out of love with brands every minute. Compounding the challenges – they have trust issues. Lots of trust issues. So, brand influencers who are genuinely skilled at capturing – and keeping – consumer trust are a rare commodity. Here’s how three top personalities do it. And how to find more influencers like them online to connect with before your competitors do!

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Consumers Brands 2019 Marketing 40

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the

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2020 Customer Success Chief Customer Officer Webinar 40

NetBase

NOVEMBER 15, 2019

Consumers are a fickle bunch, with audiences falling in and out of love with brands every minute. Compounding the challenges – they have trust issues. Lots of trust issues. So, brand influencers who are genuinely skilled at capturing – and keeping – consumer trust are a rare commodity. Here’s how three top personalities do it. And how to find more influencers like them online to connect with before your competitors do!

Consumers 40

Consumers Brands 2019 Marketing 40

Forrester's Customer Insights

NOVEMBER 15, 2019

At Adobe’s annual MAX creativity conference, the company made multiple announcements across its Creative Cloud portfolio that are designed to create incremental improvements to creative processes. When you scale this across hundreds of creators and thousands of tasks, the improvements add up. Check out the full analysis from myself and Forrester VP and research director […].

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Marketing Management Customer Experience Customers 39

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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

Retail

inSided

NOVEMBER 15, 2019

Whew, what a conference! The team at inSided had the pleasure of being part of last week’s Pulse Europe in London and we sure had an exciting time!

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2019 49

Blueshift

NOVEMBER 15, 2019

While data activation is the secret weapon that makes a great data-driven marketing experience tick, it’s not the only component that guarantees success. Well-oiled data activation processes can’t happen if other areas of your business are lacking. 3 key building blocks To pull it off you’ll need the perfect balance of solid tech, a dream […].

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Marketing Insights Customers 40

CSM Magazine

NOVEMBER 15, 2019

Let’s face it, automation has come in and transformed how we live – from the way we travel to how we communicate and pretty much how we handle all other facets of life. In business, automation has made it a lot easier and more efficient to set up and run businesses with low overhead costs and consequently bigger profit margins. Are you looking for effective ways to boost the sales performance of your new business startup or to help you take off at a quicker pace?

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Sales Call Recording Social Media Communication 40

Blueshift

NOVEMBER 15, 2019

While data activation is the secret weapon that makes a great data-driven marketing experience tick, it’s not the only component that guarantees success. Well-oiled data activation processes can’t happen if other areas of your business are lacking. 3 key building blocks To pull it off you’ll need the perfect balance of solid tech, a dream […].

Marketing 40

Marketing Insights Customers 40

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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,

Measurement

Brandwatch CX

NOVEMBER 15, 2019

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Entertainment Consumers 2020 46

NICE inContact

NOVEMBER 15, 2019

For even more in-depth tips and trends, check out this ICMI article . In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff.

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Contact Center Omnichannel 2019 Call Center 54

Forrester's Customer Insights

NOVEMBER 15, 2019

In light of Nike’s latest news that it will avoid doing business directly with Amazon, I’ll gloat just a little. It reinforces what Forrester has been saying for years which is that brands in the digital age will need to own more of their destiny and be very mindful of the pitfalls associated with eCommerce. […].

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Brands Retail Consumers Customers 6

Forrester's Customer Insights

NOVEMBER 15, 2019

In their embrace of new tools and tactics, marketers have at times lost sight of the people they aim to connect with. A shift in approach requires no new investment — but it does require revisiting core assumptions.

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Connections Marketing Customers B2C 35

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