Sharpen Your Customer Vision with Custom Notifications
GetFeedback
APRIL 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
Wed.Apr 26, 2017
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Customer Surveys Are as Important as Ever!
CX Journey
APRIL 26, 2017
Image courtesy of m kasahara I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ. Yes, there are several other ways in which companies can listen to customers and learn how well they’re delivering on the experience, but surveys aren’t going anywhere.
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Sharpen Your Customer Vision with Custom Notifications
GetFeedback
APRIL 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
HPE Software On How To Close The Loop & Drive Revenue Growth [Interview]
CustomerGauge
APRIL 26, 2017
NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.
Campaigns that Click: Practical Personalization Strategies to Boost ROI
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
How Peapack-Gladstone Bank Supercharged Its Client Experience
GetFeedback
APRIL 26, 2017
We sat down with Peapack-Gladstone Bank to understand why they tapped into GetFeedback to supercharge their client experience.
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New Technology Dramatically Helps CX
Beyond Philosophy
APRIL 26, 2017
Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal Orlando seems to have heard me, or the tens of thousands of other people who say that standing in a two-hour line isn’t their idea of a good time.
It’s a Little Thing… But It Makes a Difference
ShepHyken
APRIL 26, 2017
Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.
How to increase feedback response rates
mopinion
APRIL 26, 2017
A Feedback button on your website is a great way to start gathering insights into WHY your visitors do what they do on your site. Using their feedback you can make improvements to the User Interface (UI), fix bugs and ultimately improve conversion rates. That said, maybe your online feedback response rates are a little […]. The post How to increase feedback response rates appeared first on Mopinion.
Customer Experience in action through Artificial Intelligence
Eptica
APRIL 26, 2017
Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do.
Enterprise ABM Marketing Tools: A Marketers Guide
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
How to make NPS and Customer Experience Surveys More Useful
Clarabridge
APRIL 26, 2017
There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys.
Mini Confirmites Join the New York Office
Confirmit
APRIL 26, 2017
Today the office will be a bit noisier than usual. No, there isn’t any construction going on (that was completed last summer), and there aren’t any big meetings happening. We will be welcoming 14 Mini-Confirmites to the New York City office. For the first time in Confirmit’s 20 year history, we will be observing Take Our Daughters And Sons To Work Day.
You can’t have a customer journey map without a customer
Heart of the Customer
APRIL 26, 2017
At a CXPA event my good friend Lisa told me about a conversation she recently had. She was talking about the need to do some journey mapping, and mentioned how a good map takes 12-16 weeks. Her conversational partners’ response was, “What do you mean? I have the software – I can have that knocked […]. The post You can’t have a customer journey map without a customer appeared first on Heart of the Customer.
Bring Our Daughters and Sons to Work Day: Chloe and Emma
Confirmit
APRIL 26, 2017
Today, I’m bringing my two daughters to Confirmit’s New York office. Chloe (8) and Emma (6) are really looking forward to heading to work with Dad for the day. I wanted to take part in this initiative because I really want to show my kids what the corporate workplace is like. They have some experience with learning about public sector environments - police, EMT, firefighters, etc., but the corporate world has a very different view and I think it’ll be fun for them to see it.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
12 reasons to follow up with detractors
delighted
APRIL 26, 2017
Running a successful NPS program is more than simply asking your customers for feedback. It’s about using that feedback to fundamentally improve your product or service. But an often under valued aspect of doing NPS well is rigorously following up with detractors – folks who didn’t have a great experience and wouldn’t recommend you. We’ve worked with thousands of companies who have seen the power of following up with detractors and we’ve compiled the top 12 reasons you you should follow up with
Best Practices for Live Chat Support (Infographic)
Provide Support
APRIL 26, 2017
There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?
Tales of Terrible Customer Service
Amity
APRIL 26, 2017
SaaS Tattler Issue 103: Tales of Terrible Customer Service. It’s called SaaS for a reason: Software as a SERVICE. So, while Customer Success is tasked with much more than customer service, they are the ones - along with support - who interact with customers all day long, and they are the ones who represent your brand through various types of interactions.
Take Our Daughters and Sons to Work Day: Why I am Taking Part
Confirmit
APRIL 26, 2017
Growing up I always went to work with my mother. I always knew what she did (well, the highlights) and who she did it with. She worked in fashion, and her co-workers were characters who she sometimes brought home. I knew how to ‘commute’ to NY, where the breakroom was and what tasks I could perform to pretend I was working alongside her.
4 AI Hacks to Make Sales Teams More Efficient
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
7 Customer Service Interview Questions You Need to Ask
CSM Magazine
APRIL 26, 2017
Myra Golden shares 7 useful questions when interviewing prospective customer service employees. There was a time when customer service departments and jobs were solely reactive. The job was to answer questions and resolve problems. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role.
Essential Features of Enterprise-Grade CCM Software
Topdown
APRIL 26, 2017
Not all customer communications management (CCM) software is created equal. In fact, there’s a fairly broad spectrum of solutions, ranging from lightweight Microsoft Word and SalesForce.com (SFDC) plugins to complex and powerful (and costly ) multifunctional enterprise-grade platforms. But how can you tell if a solution that lies somewhere along that continuum has the features you need to get enterprise-grade CCM outcomes for your business without unneeded complexity and expense?
Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution
ForeSee
APRIL 26, 2017
Plenty is currently being discussed in business circles and financial publications about the state of the American retail industry, which is experiencing a big shift in operations and strategies toward. The post Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution appeared first on ForeSee.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
How to Deliver Moments of Magnificence to Your Customers
CSM Magazine
APRIL 26, 2017
Few companies deliver what I call Moments of Magnificence to customers. It shouldn’t be that way. It doesn’t have to be that way. The drive to improve customer loyalty has received an unprecedented amount of attention by companies worldwide. The Bureau of Labor Statistics, the American Society for Quality and other studies report that the additional focus isn’t making a difference.
Leaders Need to Spend Time on the Frontline
Brad Cleveland Blog
APRIL 26, 2017
The post Leaders Need to Spend Time on the Frontline appeared first on Brad Cleveland.
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