2018

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

2018 492

Millennial Generation Customer Service – The Ultimate Guide

TechSee

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.

2018 303
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How to Use Customer Insight to Drive Business Growth

Alida

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky. At the same time, there are several strategies you can follow to grow your business, even when disruption abounds. But before you can grow, you need to keep a pulse on your customers.

2018 329

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience.

2018 229

More Trending

Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.

2018 221

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?”. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

2018 175

Building Your Best Culture in 2019

CX Accelerator

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

2019 209

10 chat support job responsibilities: what you need to know about providing live chat support to your customers

UJET

It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working. Customer Experience Multichannel Support Live Chat Customer Support

2018 254

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

Forget About the Wow. What Should You Fix NOW?

Experience Investigators by 360Connext

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization! And that’s just the tip of the iceberg, right?).

2018 218

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. From automation to artificial intelligence, now is an exciting time to explore all the possibilities. One of the most promising methods for improving your conversion rates is through live chat software.

2018 228

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years.

Uncovering the “why” delivers higher research ROI for CX leaders

Alida

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 221

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

How to Deliver a Great Customer Experience (VIDEO)

GetFeedback

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier.

2018 235

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper.

2018 224

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.

2018 182

Is Your Social Customer Service Already Stellar?

BlueOcean

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care.

2018 173

How to Close the Customer Feedback Loop and Open the Doors to CX Success!

There are plenty of “best practice” misconceptions that prevent success in closing the customer feedback loop. Learn how to overcome the most common mistakes to gain a stronger ROI from all your closed loop efforts!

Taking Customers Beyond the Honeymoon Phase

Bold360

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward.

2018 200

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors.

ROI 220

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.

2018 168

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.

2019 191

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Level Up Your VoC Program

CX Accelerator

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.

2018 152

Retail Auto: Carmaker Mega-Bonus Incentive Programs Prompt Dealership Behavioral Changes

MaritzCX

There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that might surprise many. New, factory bonus incentive programs, such as GM’s EBE, ESE and PASE and Nissan’s Customer Experience Elements, are creating pressure on car dealers to bring “customer experience” to the same level of. View Article. Automotive

2018 281

Is your brand customer first or do you just say that?

Alida

We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first. Yet, in a highly competitive retail environment, it’s also so easy to focus primarily on product development. Creating the best, most sought-after products consumers want is often front and center. Guess what? You can’t put both products and customers first. It has to be one or the other.

2018 185

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels.

Driving Business Value: What Can CXM Do For You?

In this eBook, we dive deep into understanding how CXM creates value for customers, employees, and businesses by improving the customer experience, accelerating innovation, mitigating the risk of decisions, and increasing revenue.