ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. (Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

2019 54

2019 Article Customer Service Loyalty Programs 54

NICE inContact

OCTOBER 28, 2019

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had a personal interest in taking care of them.

Customer Service 48

Customer Service Social Media Omnichannel Interaction 48

Steve DiGioia

OCTOBER 28, 2019

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?

Feedback 74

Feedback Customers Presentation Customer Expectations 74

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization.

Customer Care 45

Customer Care Social Media 2017 Engagement 45

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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

Bold360

OCTOBER 28, 2019

Subscribe via iTunes , Spotify and more. True or false? Culture and AI aren’t that connected. At first blush, you may think that AI doesn’t have many cultural aspects, that it’s all technology. Whereas AI is directly informed by our familial, regional, national, and historical cultures. I was so excited to talk with Davar Ardalan , Founder at IVOW AI , about AI-driven cultural content and why it’s such a relevant issue.

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Culture Metrics 2020 Connections 63

Bold360

OCTOBER 28, 2019

There has been a litany of research over the last decade or so showing that the experience a company gives its customers is now more important than things that were traditionally most important, such as product quality and price. While that can be pretty hard to believe, it’s important for businesses to understand this. ?. Particularly compelling research shows that people are willing to spend more money with a company that makes it very easy for them to do business with.

Customer Engagement 40

Customer Engagement Engagement Consulting Customer Satisfaction 40

Oracle

OCTOBER 28, 2019

Anti technology can seem like a bit of an oxymoron in today’s digital age. Yet as brands increasingly work to design digital experiences, others are pushing back to find new ways to limit technologies. In other cases, digitally-drowning individuals are finding new ways to focus, screen out distractions, and eliminate their technology time. If you’re dreaming of life off the grid and it’s not feasible, here are some anti technology innovations that make it a little easier to avo

Technology 42

Technology Social Media Travel Events 42

CSM Magazine

OCTOBER 28, 2019

In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves. Despite businesses developing and releasing innovative and complex products, and the improved accessibility of top customer training LMS , the competitive business landscape has forced businesses to put all their focus on development and marketing.

Innovation 40

Innovation Customer Retention Customers Sales 40

Forrester's Customer Insights

OCTOBER 28, 2019

In an era of convenience and hyperpersonalized experiences, consumers still feel unfulfilled. Learn how marketers, tech providers, and consumers themselves will attempt to fill the void.

Consumers 35

Consumers Connections 2020 Marketing 35

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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

Qualtrics

OCTOBER 28, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Mingxin’s “Why Qualtrics” story. First of all, I had a great recruiting experience! The best ever, not “one of.” That’s one of the elements which drove me to make the decision to join Qualtrics. Then, it’s a “lifestyle” choice After +10 years of experience in consulting firms in France, I wanted to live a different life by focusing on people around me and on m

Consulting 30

Consulting Innovation Management Connections 30

Grade.us

OCTOBER 28, 2019

What’s the first thing you do when you build a house? If you said, “Build a foundation,” bzzat, you’re wrong. There are a ton of other steps you have to take before you get anywhere near building that foundation. Prep steps. You have to find a piece of land, and do the due diligence it takes to make sure there’s no hidden legal or environmental trouble lurking in your patch of grass.

Marketing 23

Marketing Seminar Document Fashion 23

Forrester's Customer Insights

OCTOBER 28, 2019

Until now, Netflix, Hulu, and Amazon Prime Video have been synonymous with streaming video. Sure, HBO Go, CBS All Access, Sony’s Crackle and others are in the market, but these media moguls’ presence in streaming is modest compared to their standing in the traditional television and movie industries. All that will change between November 1, […].

Marketing 20

Marketing B2C Customer Experience Customers 20

Customercount

OCTOBER 28, 2019

This Cyber Security Awareness Month check out our top tops for making cyber security part of your daily routine both at home and in business. Continue reading → The post Cyber security: how prepared are you? appeared first on CustomerCount.

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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

Forrester's Customer Insights

OCTOBER 28, 2019

Although businesses prioritize design more and more, many undermine their own efforts by falling for six common myths about it.

User Experience 22

User Experience Customer Centricity Innovation Customer Experience 22

Andrew Mcfarland

OCTOBER 28, 2019

An article I read recently analyzed a concept called “net dollar retention” (NDR) and how some companies use it to get a sense for business health. The allure of a simple metric to gauge health is clear. However, if the.

Metrics 48

Metrics Customer Success Article Customers 48

Totango

OCTOBER 28, 2019

Totango Product Updates | October 28, 2019. Today we are excited to bring you the final sprint from IBIZA, and are happy to share that we’ve already started working on the next release. More details on that soon! IBIZA in Review. Starting with IBIZA, we moved to a themed release cycle, with each bi-weekly sprint delivery contributing to the release’s overall theme.

2019 9

2019 Webinar Insights Management 9

NetBase

OCTOBER 28, 2019

Tastes change all the time, but rarely do we see significant shifts to/away from traditional staples in a given geography. But that is precisely what’s happening now. We have three bold food trends headed our way. And AI is helping restaurants stay ahead of them, and navigate the future of food. It’s What’s for Dinner! When deciding what to eat for that next meal, more and more often, consumers are making an ethical choice.

2028 40

2028 Fashion 2013 Consumers 40

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

CSM Magazine

OCTOBER 28, 2019

We look to leaders for many things. We have expectations of behaviors that reflect vision, confidence, and decisiveness, to name a few. However, the most important trait leaders need to have which is frequently less emphasized is courage. To quote poet Maya Angelou, “Courage is the most important of all the virtues because without courage you can’t practice any other virtue consistently.” Courage hasn’t often been used to describe executive leaders or managers.

Culture 40

Culture Customer Centricity Innovation Leadership 40

Quadient

OCTOBER 28, 2019

PDF bills and statements have been around for 26 years. But in 26 years, much has changed, and customer expectations have evolved. To meet these new expectations and stay ahead of the pack, companies must adapt to the new realities surrounding them.

Blog 40

Blog Customer Expectations Customers 40

NetBase

OCTOBER 28, 2019

Tastes change all the time, but rarely do we see significant shifts to/away from traditional staples in a given geography. But that is precisely what’s happening now. We have three bold food trends headed our way. And AI is helping restaurants stay ahead of them, and navigate the future of food. It’s What’s for Dinner! When deciding what to eat for that next meal, more and more often, consumers are making an ethical choice.

2028 40

2028 Fashion 2013 Consumers 40

Forrester's Customer Insights

OCTOBER 28, 2019

Forces ranging from consumer values to automation to security will shape the business landscape in the year ahead. Leaders will be challenged to anticipate change and adapt.

2020 38

2020 Consumers Customers 38

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Information

One Millimeter Mindset

OCTOBER 28, 2019

An observational storyteller lives in the third-person narrative. Overall, they maintain a clinical perspective on whatever it is that they are storytelling about. Think about it. All of us have heard our fair share of observational storytellers. Our first experiences are courtesy of our elementary school teachers. As a result, our professional goals often are biased when it comes to telling a story.

Engagement 48

Engagement Presentation Employee Experience Communication 48

ReviewTrackers

OCTOBER 28, 2019

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Forrester's Customer Insights

OCTOBER 28, 2019

2020 will mark the beginning of a final fight for relevance for the CMO role. Read our predictions for how the role will evolve.

2020 40

2020 Customers Marketing 40

Forrester's Customer Insights

OCTOBER 28, 2019

In 2020, CIOs at leading firms will help their firms turn uncertainty into opportunity by transforming customer and employee experiences.

2020 37

2020 Employee Experience Information Customers 37

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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