TechSee
OCTOBER 31, 2019
The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween. As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. No trick or treating.
Customer Bliss
OCTOBER 31, 2019
As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. This deep dive is what I often refer to as the underbelly work. It’s about getting into the nitty-gritty and involves restructuring and reexamining how things have been done before.
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Heart of the Customer
OCTOBER 31, 2019
I’m returning home from a day and a half at Comcast’s headquarters, locked in a room with other marketing and CX thought leaders. (Okay, so not exactly locked in…) They brought us to Philadelphia to share the work they’re doing in customer experience and to get our feedback and advice. But mostly to show us […]. The post Good CX = Great Business Case appeared first on Heart of the Customer.
Advantage Communications
OCTOBER 31, 2019
Today’s business world is highly competitive. No matter what industry your business is in, or whether it’s a start-up or enterprise , it’s highly likely that you will be competing with a large number of companies selling similar products or services. The only way to stand out from the crowd is to create a world-class customer experience (CX) that focuses on customer satisfaction.
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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.
NICE inContact
OCTOBER 31, 2019
For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. But maybe there is a happy medium for your agents – like when you are playing your favorite game or sport and completely lose track of time. Some people refer to that phenomenon as “being in the zone.” In positive psychology it is known as “flow.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
LiveChat
OCTOBER 31, 2019
We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. So, the ability to deliver an outstanding and unique customer experience is key to effective customer acquisition and retention. It is a fact that 80% of US shoppers rank speed, convenience, and knowledgeable support as the most important elements in customer experience.
Ecrion
OCTOBER 31, 2019
You know that there are some serious gaps in your current customer service strategy — and you’ve seen how those gaps have affected your business. Every year, companies lose over $60 billion thanks to poor customer service. What’s more, customers are much more likely to tell other people about a poor customer service experience than a positive one.
Forrester's Customer Insights
OCTOBER 31, 2019
AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.
InMoment XI
OCTOBER 31, 2019
Today’s consumers are not afraid to switch things up, if a company’s service fails to live up to their expectations. With so many choices across the marketplace, customers will go wherever they feel their needs are best met. So how can we, as businesses and CX practitioners alike, attract and retain customers for life? A. View Article.
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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
Oracle
OCTOBER 31, 2019
For kids—and grown-ups who are kids at heart—Halloween is one of the most fun days of the year. What once began a Celtic tradition has become a day in which everyone in America has an excuse to celebrate, reconnect with friends, eat good food, and dress up. What’s better than delicious desserts, office events, haunted houses, night walks, and parties?
NetBase
OCTOBER 31, 2019
Capturing consumers’ attention is never easy. Holidays help, particularly Halloween. And both Taco Bell and KFC are coming at it full throttle, with costumes that capture attention and keep these brands top-of-mind as the holiday season starts. Social media analytics makes marketing fairly intuitive. Once a brand truly understands its audience segments, the ideas flow like spice.
Prophet
OCTOBER 31, 2019
Target. Uber. United. What do these brands have in common? In 2019, a college student in South Carolina was murdered after entering the car of an imposter Uber driver. In 2017, United faced public backlash forcibly removing a passenger from an overbooked flight. And in 2013, a data breach at Target exposed cards and personal […]. The post Scary Stories to Tell in the Dark: Breach of Trust Edition appeared first on Brand and Marketing Consultancy | Prophet.
Maru Group
OCTOBER 31, 2019
When we talk about gaming in 2019, we’re talking about a nuanced and expansive world of opportunity for brands. Today’s games come in many categories such as player-versus-player (PvP), first-person shooter, real-time strategy, multiplayer online battle arena (MOBA), and massive multiplayer online role-playing games (MMORPG), just to name a few. With the advent of Twitch , Cheddar , Mixer , and many more, a distinct and exciting culture has developed not just around gaming, but also around Espor
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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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NetBase
OCTOBER 31, 2019
Capturing consumers’ attention is never easy. Holidays help, particularly Halloween. And both Taco Bell and KFC are coming at it full throttle, with costumes that capture attention and keep these brands top-of-mind as the holiday season starts. Social media analytics makes marketing fairly intuitive. Once a brand truly understands its audience segments, the ideas flow like spice.
Forrester's Customer Insights
OCTOBER 31, 2019
The ability to deliver business results will be a career-defining issue in the year ahead.
SurveySparrow
OCTOBER 31, 2019
So it’s the time of the year where pumpkin is the king of vegetables! . Hey c’mon, we at least do so much! The non-magic people don’t fancy pumpkin juice every day as the wand-holders. Speaking of witches and wizards, it’s Halloween! Yay! . So kids go knock-knocking door after door for some treat, mighty oblivious to the sinister forces lurking in the shadows.
Forrester's Customer Insights
OCTOBER 31, 2019
Many firms misperceive design as being about look and feel, but it's mostly about how things work — and its processes are rooted in the scientific method.
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.
Customercount
OCTOBER 31, 2019
At CustomerCount, we value our client feedback so much that we use it to guide our innovations and enhancements including text analytics and gamification Continue reading → The post How customer feedback fuels our innovation appeared first on CustomerCount.
Forrester's Customer Insights
OCTOBER 31, 2019
Last Thursday, Nordstrom opened the doors to its highly anticipated NYC flagship location. Prior to last year, Nordstrom had a relatively small physical retail footprint in NYC, which is currently its largest market for online sales. Since then, Nordstrom has opened a handful of locations across Manhattan including the brand-new flagship, the Nordstrom Men’s Store, […].
Blueshift
OCTOBER 31, 2019
Abandoned carts are a frustration every e-commerce business deals with. In 2018, 66.2% of all carts were abandoned. Customers cite a variety of reasons for abandoning their carts, from being presented with an unexpected cost to concerns about security. In many cases, they were just browsing. The good news is data-driven marketing can reduce your […].
Forrester's Customer Insights
OCTOBER 31, 2019
Bot traffic can eat into profits and sabotage customer experiences. Learn how to play defense.
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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.
Blueshift
OCTOBER 31, 2019
Abandoned carts are a frustration every e-commerce business deals with. In 2018, 66.2% of all carts were abandoned. Customers cite a variety of reasons for abandoning their carts, from being presented with an unexpected cost to concerns about security. In many cases, they were just browsing. The good news is data-driven marketing can reduce your […].
dscout People Nerds
OCTOBER 31, 2019
Use these tactics to analyze for findings that “fit”—even when your timeline doesn’t suit the study.
Talkdesk
OCTOBER 31, 2019
Hey, it’s Halloween! Assessing a contact center’s effectiveness and efficiency can leave you without a “trick or treat” option, so Talkdesk has 13 scary-good Key Performance Indicators (KPIs) to keep an eye out for this Halloween and beyond. Let’s carve together the big pumpkin that is your contact center metrics. 1. Average Abandonment Rate The percentage of customers who hang up before reaching an agent.
Confirmit
OCTOBER 31, 2019
As Charles Darwin pointed out, it isn’t necessarily the strongest or the smartest that survive – but rather, those who are most responsive to change. Over the past 100 years Market Research has gone through many changes - from the 1920s when Market Research emerged as a formally recognized discipline through the continuous development of new methodologies, techniques, and technologies up to present day.
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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.
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