Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

ProProfs Chat

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. And you have probably come across tons of instances online where these terms are often used interchangeably. So, you think that they basically mean the same thing, right? What if we told you that you are not right! Each of these terms is customer-facing disciplines, but they cannot be used in place of the other.

Customer Service 97

Customer Service Social Media Customers Touchpoint 97

Beyond Philosophy

DECEMBER 6, 2019

Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. It works like this: First, there is a base number established either by the individual or an outside influence.

Retail 109

Retail Consulting Customers Loyalty 109

ProProfs Chat

DECEMBER 6, 2019

Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to. “Give a compliment?”. Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road.

Feedback 82

Feedback Net Promoter Score NPS Brands 82

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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

ChurnZero

DECEMBER 6, 2019

This is a guest post by Meira McFarquhar, Content Specialist at Sendoso. . The CSM’s Guide to Holiday Gift Giving. Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. .

Roadmap 80

Roadmap Customer Success Presentation Travel 80

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side. They don’t want to be put on hold, transferred to another support agent or requested to explain their issue over and over again.

Blog 71

Blog Customer Expectations Article Customers 71

Oracle

DECEMBER 6, 2019

CX continues to grow in importance to companies. Such is its increasing prominence, the Walker’s Customers 2020 Progress Report predicts that CX will become the crucial unique selling proposition for companies by 2020. However, the reality of retail innovation paints a different picture. According to a survey of over 100 national and international brand CX professionals by AmazeRealize and as reported by MyCustomer , 36% of respondents say that their company hasn’t invested in CX yet

Retail 49

Retail Innovation 2020 Brands 49

ClientSuccess

DECEMBER 6, 2019

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?

Customer Experience 59

Customer Experience Customer Journey Measurement Webinar 59

CSM Magazine

DECEMBER 6, 2019

A resume is an introduction of yourself to your potential employer and summarizes your experiences, skills and accomplishments among other things. For this reason, your resume needs to well thought out and written to make it stand out and give your potential employer the necessary information. Some of the most important things to focus on when writing your resume include the format, grammar, relevance of the information given and the length of the resume.

Customer Service 52

Customer Service Document Customers Article 52

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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

ClientSuccess

DECEMBER 6, 2019

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?

Customer Experience 52

Customer Experience Customer Journey Measurement Webinar 52

LiveChat

DECEMBER 6, 2019

Let me share something interesting with you. Around 40% of people online use ad blockers. The rest? They’re blind to ads. That means there’s no easy way of reaching your customers. The future of ads looks bleak. It’s almost non-existent as more and more people are shutting ads out of their lives. Even if you were able to somehow break the barrier set up by ad blocks, there’s little use.

Marketing 36

Marketing Customer Experience Social Media Advertising 36

MyCustomer

DECEMBER 6, 2019

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 6th Dec 2019. By Neil Davey Managing editor.

2019 40

2019 Management Customer Experience Customers 40

LiveChat

DECEMBER 6, 2019

Let me share something interesting with you. Around 40% of people online use ad blockers. The rest? They’re blind to ads. That means there’s no easy way of reaching your customers. The future of ads looks bleak. It’s almost non-existent as more and more people are shutting ads out of their lives. Even if you were able to somehow break the barrier set up by ad blocks, there’s little use.

Marketing 28

Marketing Customer Experience Social Media Advertising 28

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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

MyCustomer

DECEMBER 6, 2019

Engagement Why 25% of CX staff will lose their jobs in 2020.

2020 49

2020 Engagement 49

Forrester's Customer Insights

DECEMBER 6, 2019

In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam. It is always interesting to challenge clients on some of their assumptions, discuss what trends will accelerate next year or to be challenged on some of the […].

2020 26

2020 Marketing Events B2C 26

MyCustomer

DECEMBER 6, 2019

Engagement A stark CX stat to start 2020.

2020 40

2020 Engagement 40

CSM Magazine

DECEMBER 6, 2019

… and it’s probably not who you think. Senior sales and operations executives have an array of vendors from which to choose to meet their diverse customer service management (CSM) needs. From handling customer conflict resolution and product returns to providing insights around service backlogs, technology today is more sophisticated than ever to meet the CSM needs of companies in a variety of industries.

Customer Service 10

Customer Service Management Social Media Insights 10

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

Blueshift

DECEMBER 6, 2019

Over the last couple of months, we’ve been taken you on a data activation journey with our 7-part series. We covered everything from what it is to its crucial role in today’s marketing landscape and how to get started. If you blinked and missed an important tip or two, not to worry. Here’s a recap […]. The post Data Activation: Data In, ROI Out appeared first on Blueshift.

ROI 74

ROI Marketing Customers 74

CSM Magazine

DECEMBER 6, 2019

Despite the much-hyped economic growth in the country, many graduates still have a hard time finding suitable jobs. One of the many complaints by employers is that graduates don’t have relevant skills for the changing job market. The thing that best demonstrates a job market candidate’s skills, training, and applicant’s aptitudes in certain area is a career paper.

2019 52

2019 Communication Marketing Customers 52

Blueshift

DECEMBER 6, 2019

Over the last couple of months, we’ve been taken you on a data activation journey with our 7-part series. We covered everything from what it is to its crucial role in today’s marketing landscape and how to get started. If you blinked and missed an important tip or two, not to worry. Here’s a recap […]. The post Data Activation: Data In, ROI Out appeared first on Blueshift.

ROI 74

ROI Marketing Customers 74

NetBase

DECEMBER 6, 2019

Consumer spending is in full swing, as we count down to gift giving. What are the top holiday purchase trends consumers are sharing? Let’s explore where they’re shopping – and why. Holiday Promotions & Purchases. Holidays offer brands lots of consumer insight, as shoppers share wishlists and purchases online. Understanding what these folks care about and what drives them to make these decisions allows brands to create personalized and relevant experiences.

Consumers 52

Consumers Travel Sales Advertising 52

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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.

Information

CSM Magazine

DECEMBER 6, 2019

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. Reliable contact center devices continue to be driven by evolving voice and video needs – in fact, according to a study by Nemertes Research, 55% of self-service instances eventually escalate to voice interactions with contact center agents, proving the need for reliable headset

Contact Center 10

Contact Center Customer Satisfaction Call Center Social Media 10

West Monroe

DECEMBER 6, 2019

Thousands of Salesforce community members converged in San Francisco last week for Dreamforce 2019. The weeklong event included several exciting announcements , influential speakers, impactful sessions, and insightful knowledge sharing among those in attendance. New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strat

2019 52

2019 2020 Customer Centricity Financial 52