Experience Investigators by 360Connext

MARCH 3, 2020

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Some will conclude journey mapping doesn’t work because they witnessed how a lot of hard work resulted in a well-designed artifact which hasn’t served much

Customer Journey Mapping 250

Customer Journey Mapping Customer Journey Innovation Touchpoint 250

Customers That Stick

MARCH 3, 2020

Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings , the answer is always YES. However, we often tend to thing of these triggers as individual. But this is only one type of trigger. Each person has their own triggers that set them off, and one of the most important things we can do in customer experience is learn about our customers, what their preferences are, what drives t

Customer Service 88

Customer Service Retail 2012 Customer Service Training 88

MyCustomer

MARCH 3, 2020

Engagement Preparing your customer service for coronavirus.

Customer Service 112

Customer Service Customers Engagement 112

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s third Stevie Award. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Blue Ocean’s winning entry highlighted the incredible success of one of the company’s tech support teams.

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2020 Contact Center Insurance 2017 156

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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

ShepHyken

MARCH 3, 2020

The Radical Relevance of Customer Experience. Crafting Your Message to Deliver a Consistent Internal and External Experience. Shep Hyken interviews Bill Cates. They discuss his new book, Radical Relevance: Sharpen Your Marketing Message – Cut Through the Noise – Win More Ideal Clients , and how companies can create the message that best defines their customer experience.

Culture 98

Culture Books Presentation Interaction 98

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. For those in Customer Success, it can sometimes seem that your schedule is constantly being taken up by back-to-back customer meetings (which might really be the case), but it’s important to take the time and come up for air…and sometimes the best way to do that is to get out of the office.

2020 72

2020 Customer Success Events Workshop 72

Oracle

MARCH 3, 2020

From brick-and-mortar making a comeback to more robot (and human) interaction, retail professionals at NRF 2020 shared their thoughts on 10 retail trends and technologies that are topping the charts this year. See what they think will be hot in retail in 2020. Trend #1: Brick and mortar. The hot retail trend of 2020 is that brick and mortar still matters.

Retail 65

Retail 2020 Omnichannel Consulting 65

InMoment XI

MARCH 3, 2020

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event. Servicing this same vehicle is often looked at in a different. View Article.

Automotive 457

Automotive Events Article Customers 457

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. As “the place where customer care, CX and contact center leaders come together,” these annual conference and expo events in Las Vegas and our hometown of Nashville allow us to get a pulse of the cust

Contact Center 62

Contact Center 2018 2019 Events 62

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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

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. The real CS works starts post-customer acquisition. As an organization, you need to constantly ensure that customers’ desired outcomes and objectives are met, and that they’re getting something out of your pr

Webinar 84

Webinar Customer Success Customer Centricity NPS 84

CSM Magazine

MARCH 3, 2020

Customer success software has been developed to enhance customer experience and provide the company with better information. However, this software also provides more benefits to a number of teams within a company than anyone would expect. Executives. The executives of a company or organization can make use of the customer success data for better results with their jobs.

Customer Success 52

Customer Success Return on Investment Workshop Sales 52

inmoment

MARCH 3, 2020

The relationships between customers and brands form the core of business success. How well are brands interacting with customers? Are they listening to customer feedback across various engagement channels to improve experiences? Sure, product matters, but today’s experience economy with a high degree of product parity, customers are starting to value the brand experience more than other factors.

2026 52

2026 Measurement Feedback Technology 52

Uplight

MARCH 3, 2020

With flooded email inboxes, multi-tasking, and other distractions, utilities can struggle to hold customer attention. There are a whole host of tactics that utilities use to engage customers: email, social media, text messages, direct mail, and more. One of the most effective tactics we’ve seen at Uplight to get customers’ attention is sweepstakes. Most of Read More.

Social Media 72

Social Media Engagement Customers Insights 72

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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

MARCH 3, 2020

Engagement CX: Brands talk the talk, but don't walk the walk.

Customer Experience 78

Customer Experience Brands Engagement Customers 78

Strikedeck

MARCH 3, 2020

Philipp Wolf talks about the difference between Customer Success and Customer Experience and how they fall hand in hand with each other.

Customer Success 55

Customer Success Customer Experience Customers Customer Engagement 55

NetBase

MARCH 3, 2020

Uber is beating projected growth expectations to the joy of investors, but there’s a catch. A couple of catches actually. Uber’s spending is significant, and its profitability is based on adjusted EBITDA. Consumer and market intelligence can cut Uber’s operating costs, while increasing profitability, which could allow Uber to do away with EBITDA margins as its profitability measure sooner than projected.

Consumers 56

Consumers Marketing 2022 2021 56

DemandJump

MARCH 3, 2020

Data-driven marketing is a method of marketing that uses data, acquired through customer interactions, and from third parties to gain a better view into customers’ motivations, preferences and behaviors. Data-driven marketing ultimately helps companies optimize their marketing channel performance, and in-turn enhance their customer experience, which leads to greater revenue and profits.

Marketing 52

Marketing Interaction Customer Experience Customers 52

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

Happy or Not

MARCH 3, 2020

How can you optimise your in-store experience to accelerate sales? Join our upcoming Breakfast Meeting to discover the science behind purchasing behaviours, the ways you can increase your […]. The post Breakfast Meeting | March 24 appeared first on HappyOrNot.

Sales 41

Sales Events Retail Customer Experience 41

GetFeedback

MARCH 3, 2020

The three steps to becoming a customer-centric business.

Customer Centricity 195

Customer Centricity Customers 195

Talkdesk

MARCH 3, 2020

As business leaders, it’s our job to take care of our employees and our customers. We may not be able to control most natural disasters and emergencies, but we can control how we support employees and customers during these times. A recent article in Harvard Business Review, “ What’s Your Company’s Emergency Remote-Work Plan? ”, highlights the importance of business flexibility in times of crisis, noting the increase in remote working, establishing communications protocols and identifying

Contact Center 98

Contact Center 2022 Customers Technology 98

Totango

MARCH 3, 2020

Hi, When we started our winter release journey to Jasper, I mentioned we would have lots of surprises in store. Today we have more exciting news for you! Outcome SuccessPlans & Customer Portal. You can now manage long-term plans for your accounts using the Plan tab in the account profile, benefiting both your internal team and your customers. This enables you to document objectives and the SuccessPlays and tasks driving them for your customers, giving your entire team visibility and the abi

2020 71

2020 Document Customers Feedback 71

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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

Uniphore

MARCH 3, 2020

As businesses grapple with the economic impact of this latest health scare, customer call centers are dealing with the people side of things. Customers are anxious; call volume is high. Read More.

Call Center 52

Call Center Customers Blog 52

Think Customers

MARCH 3, 2020

What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across 26 countries conducted in partnership with the market research firm YouGov , Getty Images set out to understand the trends underlying the visual content that marketers and creative professionals select from its enormous database and what resonates with consumers.

Consumers 52

Consumers Technology Brands Connections 52

kommunicate

MARCH 3, 2020

After a lot of hustle and jaded release nights, we have released the latest version of Kommunicate. The February release consists of Zapier integration, other major improvements & bug fixes. If you have missed the previous updates, please read here. Web App: Zapier integration (Beta) Zapier is one of the powerful online automation tools for connecting with [.].

2020 52

2020 Blog Connections 52

DemandJump

MARCH 3, 2020

In today's world, we hear a lot about digital "this" and technological "that", and there are obvious job opportunities related to the internet. But what exactly do these roles entail? What are the people who hold digital titles actually. doing ? Let's take a moment to understand the people who perform digital analytics tasks, also known as digital analysts.

Technology 52

Technology Marketing Management 52

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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.

Customer Engagement