Customer Bliss
JANUARY 17, 2020
We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life?
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. There are many reasons why it has come to this point. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.
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Gainsight
JANUARY 17, 2020
There is no shortage of feedback these days. But what is everyone doing with it? When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective w
Martin Hill-Wilson
JANUARY 17, 2020
Mark Hillary runs a great podcast called CX files. He invited me to share what I’ve been up to in Emotive CX. The ideas flowed between Milton Keynes and San Paulo via Skype. This is the product of that conversation. PS I’m running open courses and in-house versions for those interested beyond listening. I’m easy to reach. Continue reading Talking Emotive CX – with Mark Hillary at BrainFood.
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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.
Advantage Communications
JANUARY 17, 2020
The be-all and end-all of your organization is customer service. Whether your business is customer facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability. Finding ways to improve your customer service strategy, however, can be difficult. Many organizations don’t have the resources, budget or investment necessary to implement a truly modernized in-house customer service program.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
NetBase
JANUARY 17, 2020
There’s a lot to love about SPAM, but who knew it would be winning this much love in such an impossible market ? But it has. Having just recorded its fifth straight year of record-breaking sales, does SPAM know something other brands don’t? Next generation AI-powered social analytics has some answers, and tips for other food manufacturers to make note of!
Oracle
JANUARY 17, 2020
Customer experience is a rapidly evolving craft, and enterprises are scrambling to adapt and become more customer-centric. Last year, Oracle surveyed 1,500 CX professionals in 20 different countries to measure global attitudes toward customer experience (ranging from excitement to anxiety), and compare rates of automation abilities and technology adoption across departments.
Happy or Not
JANUARY 17, 2020
We are excited to be a featured exhibitor to the 15th annual Customer Experience Management in Telecoms Global Summit on the 27th-29th of January in London. A promising […]. The post Customer Experience Management Telecoms Global Summit UK | January 27-29 appeared first on HappyOrNot.
Oracle
JANUARY 17, 2020
A few weeks into the new year and decade, it’s time to consider if the content marketing strategies companies have focused on are creating value or distaste among consumers. We asked our team of content marketers their biggest pet peeves (as both marketers and consumers) that really set them off and guide them on their own strategies of “things not to do” when creating content.
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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
Customers That Stick
JANUARY 17, 2020
Welcome to our second one-minute series: Answering Your Customer Service Job Questions. If you’re working in customer service or are interested in customer service as a career, this series is for you. As a customer service expert, I wanted to try to answer some the questions that people ask about what working in customer service is like. Should I go into customer service at all?
NICE inContact
JANUARY 17, 2020
The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference. The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.
ProProfs Chat
JANUARY 17, 2020
Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Let’s take an example. In 2017 a shocking incident came to light when it was reported that a 69-year-old Kentucky doctor, David Dao, was forcibly deboarded from a flight. .
Confirmit
JANUARY 17, 2020
Register to the webinar for your region. Australia: 29th January @ 11am AEDT. Europe: 29th January @ 11am GMT. North America: 29th January @ 11am EST. Data Science, Analytics, and Insights are indeed the ‘New Power Team’ for unlocking hidden truths in data. But there is still one challenge you must overcome. No matter how good the insights you uncover are, they are useless if your clients cannot understand or take action on those insights.
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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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Quadient
JANUARY 17, 2020
In December 2019, Quadient hosted an analyst day to offer a preview of our R14 release and share our ambitions to use our CCM leadership and innovation capacity to enter the CXM market. After the event, Marci Maddox and Alan Webber from IDC wrote a summary that we made available to you on the Quadient website.
ShepHyken
JANUARY 17, 2020
This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession. In the summer of 1999, two teenagers changed the music business almost overnight … and forever. The code written by Sean Parker and Shawn Fanning enabled people to download music at no cost.
ProProfs Chat
JANUARY 17, 2020
Has this ever happened to you? . That you bought a SaaS product and then completely forget that it exists? . The SaaS customer lifecycle is something that is continuously growing and ever-evolving. . There really is no autopilot that you can put into action and then arrive at the end of the journey. Don’t forget that the process generates recurring revenue, which is the lifeblood of any business to survive in the long run.
Forrester's Customer Insights
JANUARY 17, 2020
Google’s recent announcement that it will deprecate third-party cookies in the next two years and turn to its privacy sandbox for alternative solutions has only added to the advertising ecosystem’s uncertainty. But what does it really mean for marketers, publishers, technology companies, and data providers? Check out our latest video to hear quick, initial perspectives […].
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.
ChurnZero
JANUARY 17, 2020
ChurnZero Power-Users Share Tips, Tricks and Best Practices. Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation.
Kustomer
JANUARY 17, 2020
When a company begins to look for a customer service solution, it’s often because there are major issues they need to solve. But oftentimes these “issues” are intangible: lack of efficiency, lack of effectiveness, need for deflection. After identifying the intangible challenges that an organization faces, the question becomes: how do you achieve them and how do you measure success?
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