InMoment XI
APRIL 19, 2018
Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty. Creating CX programs that drive results is accomplished by finding. View Article.
GetFeedback
APRIL 19, 2018
We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention.
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Customer Guru
APRIL 17, 2018
With the competition in the markets intensifying, it has become increasingly tough for a brand to differentiate itself from its competitors. However, there is a solution to this conundrum too. According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority.
Lumoa
APRIL 17, 2018
We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.
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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.
InMoment XI
APRIL 19, 2018
Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty. Creating CX programs that drive results is accomplished by finding. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
APRIL 17, 2018
With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. AI and its enabling methodologies — Machine Learning, Deep Learning and its applications, NLP, computer vision and speech recognition — are the focus o
Oracle
APRIL 18, 2018
At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? In the tweetchat, CX experts shared valuable insights and tips—and now we’re going to share them with you.
ShepHyken
APRIL 18, 2018
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.
Comm100
APRIL 17, 2018
One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.
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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
Kayako
APRIL 18, 2018
The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point. When it does, it pays to have a competent and responsive support center to handle troubleshooting.
UJET
APRIL 19, 2018
Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate.
ReviewTrackers
APRIL 17, 2018
If you’re looking to improve your business performance on social media, it’s important to know how your competitors are doing and how you’re measuring up against them. Conducting competitor analysis doesn’t have to be hard. This post will talk about how you can monitor the competition based on their activity on Facebook. Why Do Competitor Analysis on Facebook?
Second to None
APRIL 17, 2018
Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. Whether it is someone that goes to fix or set-up in-home technology, complete physical therapy sessions, pet-grooming, etc. brands that complete this style o
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.
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Oracle
APRIL 17, 2018
Website forms are one of the most sensitive parts of a customer’s interaction with a business. As brands, when we present the consumer with a form, our implicit expectation is that the consumer will provide us with truthful answers – and will do so willingly and happily. However, the consumer also has expectations, stemming from a successful marketing campaign, a review they read, or even a previous experience within a brick-and-mortar store.
Experience Matters
APRIL 19, 2018
You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed. I applaud Starbucks’ swift and robust response to the situation.
ReviewTrackers
APRIL 19, 2018
Customers tell stories on social media. Customers tell stories about their experiences with businesses – whether it’s about a restaurant or a bank, customers are going to write how they feel interacting with your brand. Building a social media marketing plan is essential to the success of your business because customers go to social media platforms to interact with other consumers – and your brand.
Second to None
APRIL 19, 2018
Customer Experience measurement can help your team unlock vital information about the way that customers perceive your existing platform. The data provided by these programs can serve as an essential building block to any leading Customer Experience program because it comes directly from the mouth of the consumer. Traditionally, the focus of these programs is to measure employee performance within individual interactions, quantify customer effort and ensure adherence to compliance standards.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Oracle
APRIL 19, 2018
Looking for customer experience conference and events information for 2018 and 2019? We’ve compiled a new version of our CX professional’s guide to industry conferences and virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. Bookmark this page and check back as we update event and conference information throughout the year.
Amity
APRIL 20, 2018
While it might sound straightforward, a Quarterly Business Reviews’ purpose is to investigate, more than simply just reviewing the past quarter. You need to focus on the key metrics that deserve to be expanded on and identify the ones to keep short and simple. The end goal of a QBR is to deepen the relationship and solidify it. As easy as it is to grasp the concept of a successful QBR, in practice, a lot of us still miss the mark.
C3Centricity
APRIL 17, 2018
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.
Eptica
APRIL 18, 2018
Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents.
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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,
Oracle
APRIL 16, 2018
Brilliant Idea #1: Software to recreate customer advocacy. Would you believe me if I told you the person that broke the world record for longest taxi ride was also a customer experience software genius? This black cab-driving, tech-wonder is Paul Archer, founder of Duel and Modern Customer Experience’s opener during the day three keynote. After a roughly 43,000 mile taxi adventure (with a £79,006 trip fare!
ClientSuccess
APRIL 18, 2018
For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
LiveChat
APRIL 20, 2018
As a B2B company, you’ll know that the process of attracting, nurturing and converting leads is the cornerstone of your business. However, it’s tricky to maintain a steady volume of high-quality leads, especially through email, content and social media. In fact, HubSpot’s State of Inbound 2017 report revealed that generating traffic and acquiring leads was one of the top challenges faced by marketers.
Heart of the Customer
APRIL 16, 2018
B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company? As ironic as it sounds, business relationships are much more personal. I’ve never met anybody from most of my consumer relationships. I know nobody from Soda Stream, Dell, J. Crew, […].
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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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