Expert insights. Personalized for you.
One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. Often times, this is the information that has the most profound effect on the customer in order to gain their repeat business. They are so lacking in useful information that they can often mislead. Additional information is great, but it needs to be useful information. Without repeat business , your company will cease to exist. MORE
To continue to offer insights and guidance about voice-of-the-customer (VoC) and customer experience (CX) measurement programs, my colleague Maxie Schmidt and I are collaborating on new research. It will feature the results of our new State of VoC & CX Measurement Programs, 2020 survey. If you are significantly involved in your company’s VoC and/or CX measurement […]. Age of the Customer MORE
It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Episode Overview. Wow, can’t believe we’re at 60 episodes!). MORE
And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations. To collect this information, you need a method, and the customer information form is a tried and true way to get to know your customers. Four Types of Customer Information. Not all information is equal. Basic Contact Information. MORE
Today’s ecommerce experiences put massive amounts of information at shoppers’ fingertips — but oftentimes this influx of data can be harmful to the customer experience. Navigating all the available information on a website can be both frustrating and create a roadblock for consumers shopping for a particular item or looking for a specific answer. From there, they alert CX managers to these problems and prompts them to address them by adding more information. MORE
This conflict has to be removed to keep your information secure. As part of a sustainability plan, information backups should be regularly scheduled, secure and offsite. Cloud-based backups are best because they allow access to the information even in cases of extreme local disasters like earthquakes and hurricanes. If you collect information daily, then it should happen every day. MORE
There are some simple tips we’re going to give you to make a website that informs your clients. “Understanding how our audiences use technology in their everyday life helps inform us how and where to reach them,” state the experts at CRI, a digital signage company. In reality, these will be very distracting when your customer is trying to get the information they want. These pages are so informative and give the customers exactly what they want. MORE
Surviving Information Overload in the World of Customer Service. This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing optimally. Articles Best Practice Tips and Tricks contact center contact center analytics contact center metrics customer service analytics information overload in customer service MORE
Feedback can be simply defined as the ways in which we relate to others and how we give each other information about our experiences working together. Teams use many combinations of informal and formal feedback systems to connect, align, and accomplish their goals. Feedback can also be delivered in formal or informal systems and settings. Informal feedback comes in other settings, such as: Casual interpersonal interactions (e.g., MORE
The post Amanda Robinson: A passion for data meets a goldmine of information appeared first on Keatext. Text analytics AI customer experience interviews unstructured data MORE
The post What has Customer Experience got to do with me, the Chief Information Officer? Customer Journeys Customer retention and loyalty CX Professionals CX Strategy Technology chief information officer CIO customer experience customer journeys technology & customer experienceI regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! MORE
The post Travel Customer Care Excellence, Informed by Social Listening appeared first on NetBase. When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways! Immediacy Is Key. MORE
Here are eight stats to inform your strategies: 1. The post Eight critical omnichannel stats to inform your CX strategies appeared first on OpinionLab. Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs. MORE
Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help. MORE
Most brands are only comfortable doing moving fast and breaking things because their decision-making is driven by exceptionally accurate Next Generation AI-informed intel. Viewing this information in robust dashboards , a brand can immediately see an overview of its complete online outlook to create a performance package around what is/isn’t working – also how a brand looks in comparison to competitors. MORE
If you needed to get important information to your users, it was likely buried under all of these communications. As the situation surrounding COVID-19 continues to evolve, companies need to be prepared to keep users informed. In this guide for healthcare products, we’ll show you how to use in-app engagements to cut through the noise and effectively communicate information to your end users when time is of the essence. MORE
The prevalence of Internet of Things (IoT) and big data call for a more intelligent way to sort through this vast amount of information and find business patterns, trends and opportunities that otherwise go unnoticed. PK’s analytics tools delivered invaluable insights that gave way to more informed business decisions for the retailer, such as the best products to offer and what locations would be ideal for store openings. MORE
It is information source agnostic and it seamlessly weaves together disparate data into a story that answers two key questions: So what? Insights professionals of the future will be information omnivores. They can’t come to the table with just the secret stuff, because there is so much valuable information out there.”. Intelligence analysts deal with an astonishingly diverse array of information sources and distil them down into insights to guide decision-makers. MORE
also linked the emergence of the internet with the evolution of the essential corporate position of Chief Information Officer (CIO ). The post CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information appeared first on Joseph Michelli. I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It” is yet another entrant into the C-suite. “It“ MORE
As some trends moved to the back burner and new ones came on unexpectedly, brands have had their hands full making informed predictions around emerging trends. The post Making Informed Predictions Around Emerging Trends appeared first on NetBase. MORE
But he, like so many CEOs, is not fully informed. There is a huge difference between a connection to a few select customers and being informed about the masses. At a time when CEOs, and even Presidents, endeavour to create more direct communications through Tweeting and reading their own self-selected Twitter feeds, there is a need for a more scientific approach, delivered through analytics, to ensure these company, and country, leaders become truly informed. MORE
The post Collecting Information About Your Customer’s Journey: What’s the Right Approach? Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. In the book, we introduce five journey mapping questions to answer as you launch your customer journey mapping effort. Three weeks […]. MORE
customer experience customer experience index (CX Index) customer experience measurement digital customer experience Information architecture retailIf you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews. MORE
Here are eight stats to inform your strategies: 1. The post Eight critical omnichannel stats to inform your CX strategies appeared first on OpinionLab. Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs. MORE
The post HappyOrNot expands digital feedback services to help businesses make data-informed decisions appeared first on HappyOrNot. Globally recognized feedback company empowers businesses with an online presence to capture even more feedback from customers and employees HappyOrNot, the world’s leading customer experience management solution, relied upon […]. MORE
The prevalence of Internet of Things (IoT) and big data call for a more intelligent way to sort through this vast amount of information and find business patterns, trends and opportunities that otherwise go unnoticed. PK’s analytics tools delivered invaluable insights that gave way to more informed business decisions for the retailer, such as the best products to offer and what locations would be ideal for store openings. MORE
The post Data Management: Are you capturing the right information? ADS Consulting Services CEO David Stroeve explains how data management requires having a strategy and reliable methods to access, integrate, and prepare for analytical use. MORE
Selling your product or service to your customers naturally involves sharing a decent amount of product information with them, but experienced telesales professionals employ a few more tried-and-tested strategies than that. In order to meet their sales targets, some telesales experts provide their customers with a more detailed product information, leaving no questions unanswered in their minds. MORE
Today, TIBCO announced its intent to acquire Information Builders, Inc. The business intelligence (BI) vendor consolidation trend that started earlier in 2019 continues. IBI) — one of the oldest players in the market. Want to get the real sense of how far back IBI goes? MORE
While some types of customer data might seem obvious, such as the gathering of names and email addresses alongside basic demographic information like ages, genders, and geographical locations, there’s an entire universe of data that remains uniquely available to businesses yet is not always leveraged. 4 Types of Crucial Customer Information Your Company May Be Ignoring appeared first on SmarterCX. “What is data?” MORE
Information Related Topics NetBase
SEPTEMBER 3, 2020
As some trends moved to the back burner and new ones came on unexpectedly, brands have had their hands full making informed predictions around emerging trends. The post Making Informed Predictions Around Emerging Trends appeared first on NetBase.
Connective DX
FEBRUARY 21, 2020
The prevalence of Internet of Things (IoT) and big data call for a more intelligent way to sort through this vast amount of information and find business patterns, trends and opportunities that otherwise go unnoticed. PK’s analytics tools delivered invaluable insights that gave way to more informed business decisions for the retailer, such as the best products to offer and what locations would be ideal for store openings.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Lenati
FEBRUARY 21, 2020
The prevalence of Internet of Things (IoT) and big data call for a more intelligent way to sort through this vast amount of information and find business patterns, trends and opportunities that otherwise go unnoticed. PK’s analytics tools delivered invaluable insights that gave way to more informed business decisions for the retailer, such as the best products to offer and what locations would be ideal for store openings.
OpinionLab
NOVEMBER 9, 2016
Here are eight stats to inform your strategies: 1. The post Eight critical omnichannel stats to inform your CX strategies appeared first on OpinionLab. Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs.
Speaker: Rachel Happe
An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.
NICE inContact
AUGUST 11, 2020
Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help.
Customer Bliss
JULY 18, 2017
It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Episode Overview. Wow, can’t believe we’re at 60 episodes!).
Customers That Stick
JANUARY 22, 2015
And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations. To collect this information, you need a method, and the customer information form is a tried and true way to get to know your customers. Four Types of Customer Information. Not all information is equal. Basic Contact Information.
Clarabridge
AUGUST 1, 2017
But he, like so many CEOs, is not fully informed. There is a huge difference between a connection to a few select customers and being informed about the masses. At a time when CEOs, and even Presidents, endeavour to create more direct communications through Tweeting and reading their own self-selected Twitter feeds, there is a need for a more scientific approach, delivered through analytics, to ensure these company, and country, leaders become truly informed.
CSM Magazine
MAY 1, 2020
There are some simple tips we’re going to give you to make a website that informs your clients. “Understanding how our audiences use technology in their everyday life helps inform us how and where to reach them,” state the experts at CRI, a digital signage company. In reality, these will be very distracting when your customer is trying to get the information they want. These pages are so informative and give the customers exactly what they want.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
.png)
Gainsight
MARCH 31, 2020
If you needed to get important information to your users, it was likely buried under all of these communications. As the situation surrounding COVID-19 continues to evolve, companies need to be prepared to keep users informed. In this guide for healthcare products, we’ll show you how to use in-app engagements to cut through the noise and effectively communicate information to your end users when time is of the essence.
Provide Support
SEPTEMBER 6, 2016
Surviving Information Overload in the World of Customer Service. This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing optimally. Articles Best Practice Tips and Tricks contact center contact center analytics contact center metrics customer service analytics information overload in customer service
NetBase
MAY 23, 2019
The post Travel Customer Care Excellence, Informed by Social Listening appeared first on NetBase. When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways! Immediacy Is Key.
Magellan Solutions
OCTOBER 15, 2017
Selling your product or service to your customers naturally involves sharing a decent amount of product information with them, but experienced telesales professionals employ a few more tried-and-tested strategies than that. In order to meet their sales targets, some telesales experts provide their customers with a more detailed product information, leaving no questions unanswered in their minds.
Advertiser: ZoomInfo
Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.
Win the Customer
MAY 26, 2016
This conflict has to be removed to keep your information secure. As part of a sustainability plan, information backups should be regularly scheduled, secure and offsite. Cloud-based backups are best because they allow access to the information even in cases of extreme local disasters like earthquakes and hurricanes. If you collect information daily, then it should happen every day.
OpinionLab
NOVEMBER 9, 2016
Here are eight stats to inform your strategies: 1. The post Eight critical omnichannel stats to inform your CX strategies appeared first on OpinionLab. Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs.
Maru/Matchbox
NOVEMBER 19, 2019
It is information source agnostic and it seamlessly weaves together disparate data into a story that answers two key questions: So what? Insights professionals of the future will be information omnivores. They can’t come to the table with just the secret stuff, because there is so much valuable information out there.”. Intelligence analysts deal with an astonishingly diverse array of information sources and distil them down into insights to guide decision-makers.
ijgolding
SEPTEMBER 21, 2015
The post What has Customer Experience got to do with me, the Chief Information Officer? Customer Journeys Customer retention and loyalty CX Professionals CX Strategy Technology chief information officer CIO customer experience customer journeys technology & customer experienceI regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them!
Advertiser: ZoomInfo
Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”
Bold360
NOVEMBER 9, 2017
Today’s ecommerce experiences put massive amounts of information at shoppers’ fingertips — but oftentimes this influx of data can be harmful to the customer experience. Navigating all the available information on a website can be both frustrating and create a roadblock for consumers shopping for a particular item or looking for a specific answer. From there, they alert CX managers to these problems and prompts them to address them by adding more information.
Heart of the Customer
APRIL 11, 2019
The post Collecting Information About Your Customer’s Journey: What’s the Right Approach? Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. In the book, we introduce five journey mapping questions to answer as you launch your customer journey mapping effort. Three weeks […].
Customercount
OCTOBER 13, 2020
The post Data Management: Are you capturing the right information? ADS Consulting Services CEO David Stroeve explains how data management requires having a strategy and reliable methods to access, integrate, and prepare for analytical use.
Smarter CX
MAY 2, 2019
While some types of customer data might seem obvious, such as the gathering of names and email addresses alongside basic demographic information like ages, genders, and geographical locations, there’s an entire universe of data that remains uniquely available to businesses yet is not always leveraged. 4 Types of Crucial Customer Information Your Company May Be Ignoring appeared first on SmarterCX. “What is data?”
Advertiser: ZoomInfo
For recruiters to build their pipeline and search for the next candidate, they need to ensure they have access to the most accurate data on the market. More specifically, having access to updated information lets you engage faster with ideal candidates searching the job market. To begin getting these candidates in the right positions, it includes utilizing updated contact data and enhancing your outreach strategy for improved effectiveness.
NetBase
JUNE 10, 2019
Most brands are only comfortable doing moving fast and breaking things because their decision-making is driven by exceptionally accurate Next Generation AI-informed intel. Viewing this information in robust dashboards , a brand can immediately see an overview of its complete online outlook to create a performance package around what is/isn’t working – also how a brand looks in comparison to competitors.
Forrester's Customer Insights
MAY 30, 2018
customer experience customer experience index (CX Index) customer experience measurement digital customer experience Information architecture retailIf you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews.
ijgolding
JULY 3, 2017
One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. Often times, this is the information that has the most profound effect on the customer in order to gain their repeat business. They are so lacking in useful information that they can often mislead. Additional information is great, but it needs to be useful information. Without repeat business , your company will cease to exist.
Forrester's Customer Insights
OCTOBER 22, 2020
Today, TIBCO announced its intent to acquire Information Builders, Inc. The business intelligence (BI) vendor consolidation trend that started earlier in 2019 continues. IBI) — one of the oldest players in the market. Want to get the real sense of how far back IBI goes?
Advertiser: ZoomInfo
As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.
Michelli Experience
JULY 11, 2017
also linked the emergence of the internet with the evolution of the essential corporate position of Chief Information Officer (CIO ). The post CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information appeared first on Joseph Michelli. I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It” is yet another entrant into the C-suite. “It“
Qualtrics
SEPTEMBER 6, 2019
Feedback can be simply defined as the ways in which we relate to others and how we give each other information about our experiences working together. Teams use many combinations of informal and formal feedback systems to connect, align, and accomplish their goals. Feedback can also be delivered in formal or informal systems and settings. Informal feedback comes in other settings, such as: Casual interpersonal interactions (e.g.,
Forrester's Customer Insights
JUNE 12, 2020
To continue to offer insights and guidance about voice-of-the-customer (VoC) and customer experience (CX) measurement programs, my colleague Maxie Schmidt and I are collaborating on new research. It will feature the results of our new State of VoC & CX Measurement Programs, 2020 survey. If you are significantly involved in your company’s VoC and/or CX measurement […]. Age of the Customer
Happy or Not
JUNE 10, 2020
The post HappyOrNot expands digital feedback services to help businesses make data-informed decisions appeared first on HappyOrNot. Globally recognized feedback company empowers businesses with an online presence to capture even more feedback from customers and employees HappyOrNot, the world’s leading customer experience management solution, relied upon […].
Advertiser: ZoomInfo
Test your recruiter-brain with this crossword puzzle, which reveals the best ways to move forward in your efforts with every answer!
53 
Let's personalize your content