CloudCherry
FEBRUARY 6, 2020
Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space. And, in my maiden voyage as Host on the podcast (first one truly sans training wheels), I was personally (had to) VERY grateful to have on board with me a practices-what-she-preaches expert on the subject.
Beyond Philosophy
FEBRUARY 6, 2020
How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CloudCherry
FEBRUARY 6, 2020
Collaboration. Communication. Cohesion…. All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.
Interactions
FEBRUARY 6, 2020
What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging participants hands in freezing water for 60 seconds.
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.
Totango
FEBRUARY 6, 2020
The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customers That Stick
FEBRUARY 6, 2020
In this One Win Book Review, we take a look at Little Gold Book of YES! Attitude by Jeffrey Gitomer. Check out the video below to hear Adam’s one win that you can take away from Little Gold Book of YES! Attitude to improve your organization’s customer experience and customer service. About Little Gold Book of YES! Attitude. FROM THE PUBLISHER: Every business winner has one thing in common: a YES!
Experience Matters
FEBRUARY 6, 2020
This post identifies four ways that Experience Management (XM) insights can be used to better serve all of the human beings that an organization interacts with. The post The Four P’s of XM Insights appeared first on Experience Matters.
Oracle
FEBRUARY 6, 2020
Imagine what the business world would look like if customer support ran on autopilot. What comes to mind? If you’re in a finance role, you may envision a reduction in operational overhead. If you run a call center, you may be worried about the future of your team’s jobs. When you wear your consumer hat, you may wonder if you’ll be spending more time interacting with recorded messages than humans who can problem-solve.
NICE inContact
FEBRUARY 6, 2020
In this video, the next in our series on Transforming Customer Experiences, Chris Bauserman, VP of Product Marketing, discusses practical advice for leveraging artificial intelligence (AI) for customer service.
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
Totango
FEBRUARY 6, 2020
The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris
One Millimeter Mindset
FEBRUARY 6, 2020
Do you tell relatable stories? Or, does your storytelling make your products, services and programs sound too good to be true? Then again, do you tell stories of epic disasters which, in reality, are outside the norm for the majority of decision makers listening to you. Either way, when the stories you tell are not relatable stories, decision makers tune out and turn off.
Feedbackly
FEBRUARY 6, 2020
It should come as no surprise that the world of customer experience is in a constant state of change. Some ideas become fads, some. The post 5 Customer Experience Influencers You Should Be Following In 2020 appeared first on Feedbackly.
Ecrion
FEBRUARY 6, 2020
One negative experience is the reason 86 percent of consumers stop doing business with a company. While facilitating an excellent customer experience is a goal of any business, one good experience won’t necessarily translate to a loyal customer. Establishing customer loyalty and trust in your brand requires consistent customer correspondence. Your company should strive to deliver consistent experiences across multiple platforms and interactions.
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,
.png)
NetBase
FEBRUARY 6, 2020
Social analytics offers exactly what the doctor (or digital strategist) ordered when it comes to defining, differentiating and delivering brand marketing results. We love sharing examples of these capabilities in action with you, so saddle up for stats that will astound you! At NetBase LIVE L.A. , Fullscreen , a social content agency, shared the importance of social listening for understanding and engaging with Gen Z and Millennial audiences.
Gold Research
FEBRUARY 6, 2020
Over $600 Billion is spent on advertising every year – much of it in retail promotions – to influence shopper behavior. But there is surprisingly little research and understanding about how the various elements of the retail shopping experience impact shopper behavior – either in the store or online.
dscout People Nerds
FEBRUARY 6, 2020
Use these two straightforward report frameworks to present findings in an engaging (and colorful!) way.
InMoment XI
FEBRUARY 6, 2020
Preparing Your Employees For Success My daughter is getting ready to start her first job. She is fifteen and will be working in a sporting goods store. Overall, it is a good first job. She is sporty and knows the lingo, she’s hungry to start making her own money, and the store is owned by. View Article.
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.
Beyond the Arc
FEBRUARY 6, 2020
The last decade has seen fintech exploding — far exceeding expectations. What does that mean for the next 10 years? Recently Greg Palmer, host of the Finovate Podcast talked about the future of fintech with Beyond the Arc CEO, Steven Ramirez. Listen now > The podcast, broadcast on Provoke.FM, the leading fintech podcast network, tapped [.]. The post The Future of Fintech: What does the next 10 years look like?
Forrester's Customer Insights
FEBRUARY 6, 2020
“How do I get executives to care about customer experience?” I hear this all the time during client inquiries, and for good reason. No customer experience (CX) organization can execute a successful transformation without executive support (and the budget that goes with it). To get the backing you need, you must tie proposed CX initiatives to what executives care about most: money.
GetFeedback
FEBRUARY 6, 2020
Access best practices, a customer satisfaction survey template, and our new interactive CSAT calculator.
Peter Lavers
FEBRUARY 6, 2020
Top customer experience expert and influencer Peter Lavers has posted a new blog in collaboration with SAS Software UK. It’s entitled Delivering a ‘human’ customer experience in a future that’s increasingly ‘digital’. In it he explores how market disruption leads to pressurised sales and service environments across sectors, and draws from the findings of the SAS / Futurum “Experience 2030” report to review the trends of digital transformation and insight-driven customer engagement that wil
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.
Blueshift
FEBRUARY 6, 2020
The twenty-teens were all about collecting data — from CRMs to CDPs countless companies invested in the gathering of data and effective organization solutions. The collection and organization of data are incredibly important, but it isn’t the complete answer to the big question of the 21st century – how can we do more with first-party […].
Kristina Evey
FEBRUARY 6, 2020
I just read a New York Times article that just has me seething. US Bank fired a customer for doing … Read More U.S. Bank Fires Employee for Helping Customer on Christmas Eve. The post U.S. Bank Fires Employee for Helping Customer on Christmas Eve appeared first on Kristina Evey.
Blueshift
FEBRUARY 6, 2020
The twenty-teens were all about collecting data — from CRMs to CDPs countless companies invested in the gathering of data and effective organization solutions. The collection and organization of data are incredibly important, but it isn’t the complete answer to the big question of the 21st century – how can we do more with first-party […].
inSided
FEBRUARY 6, 2020
In SaaS, your Customer Success and Product teams are working towards the same goals, right? They both want to build a brilliant product, make sure users are getting the most from it and, ultimately, keep customers happy. Ok, that's maybe over simplified, but you get the picture: Great product, satisfied customers, increased retention, growth in revenue. ??.
Advertisement
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.
Expert insights. Personalized for you.
195 
Let's personalize your content