NetBase
JULY 15, 2019
Updated July 2019. Many brands are confused about how social data is captured and applied – and that can prove fatal, as it’s crucial to informing brand strategy. What is social listening exactly? Let’s find out – along with the many ways it’s important and how you can use it to capture your brand’s piece of the global marketplace! Listening vs Monitoring.
Upstream Works
JULY 17, 2019
Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. Nowadays it’s so easy to shop around and compare offerings for the best deal. In an instant we can get multiple quotes from different sources – all without even having to speak to anyone.
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Daniel Group
JULY 17, 2019
A good friend and client sent an email last week with links to information about “appreciative inquiry (AI).” In short, AI is about the search for the best in people, their organizations, and the strengths-filled, opportunity-rich world around them.”(Organizational Development and the Strengths Revolution: A Guide to Leading Change and Transformation, Wiley and Son, 2005).
InMoment XI
JULY 16, 2019
Lessons Learned from the Apollo Moon Mission In my first article in this series, on how to leverage the innovation process to improve the customer experience, I laid out my four simplified steps to innovation: Explore – understand customer needs, pain points and challenges at each step in the journey Ideate – generate ideas to. View Article.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
GetFeedback
JULY 19, 2019
They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We all feel it. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
JULY 18, 2019
Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour.
InMoment XI
JULY 19, 2019
There’s a change going on with automakers! For the first time, automotive OEMs are creating and implementing proprietary customer loyalty programs for their dealer network. Those programs are anchored by redeemable rewards points and aimed at keeping customers in the dealership “loyalty loop.” And car makers are even funding entire programs…one has even deposited $210.
GetFeedback
JULY 19, 2019
In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. We’re constantly learning what we’re good at and where we may want to consider our life choices and make a change.
BlueOcean
JULY 16, 2019
Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north. Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. 1. Your dollar will stretch further.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
QuestionPro Audience
JULY 14, 2019
Market panel research is a method for collecting data repeatedly, from a pre-recruited set of people. These individuals generally provide demographic, household and behavioral data, which can make conducting future studies easier. Market research is continuously evolving on a day to day basis. This change is due to the evolution of the style of collecting data and the tools used to collect data.
InMoment XI
JULY 16, 2019
Lessons Learned from the Apollo Moon Mission In my first article in this series, on how to leverage the innovation process to improve the customer experience, I laid out my four simplified steps to innovation: Explore – understand customer needs, pain points and challenges at each step in the journey Ideate – generate ideas to. View Article.
GetFeedback
JULY 19, 2019
We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected.
NICE inContact
JULY 16, 2019
We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live in a world that increasingly relies on technology, but we believe this only emphasizes the qualities that are particular to human communication, not replace them. The connections between customer experience and loyalty are clear.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customer Bliss
JULY 19, 2019
This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, I’m replaying a compilation of some snippets of conversations from past episodes. I know how much you all love when we get straight to the facts and tactics, so I think you’ll really appreciate the tips that come from CX leaders when they answer the question, “how did you assess the work that needs to be done?”.
Alida
JULY 15, 2019
We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.
GetFeedback
JULY 19, 2019
The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. This guide will teach.
NICE inContact
JULY 19, 2019
Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.
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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.
Customer Bliss
JULY 16, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact.
Kayako
JULY 18, 2019
Remember how exciting buying your first car was? I do. It was shiny and new and had that fresh car smell. I had researched the one I wanted and day dreamed about all the freedom I’d have to go anywhere once I had the car. Imagine then when that day finally came to get the keys, instead of handing them over to you the dealer instead sat you down to explain how every part of the car worked.
GetFeedback
JULY 19, 2019
Four steps to proving the ROI of your Voice of the Customer (VoC) program and its value to your company's customer experience (CX).
NICE inContact
JULY 18, 2019
IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. .
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Experience Investigators by 360Connext
JULY 16, 2019
Let’s Talk CX Strategy. Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it’s not just about strategy… it’s actually all about execution. I talk to many leaders about their customer experience strategy, and confidence in CX execution is a consistent concern among them.
GetFeedback
JULY 19, 2019
Die Stimme des Kunden (Voice of the Customer, VoC) ist die zentrale Grundlage eines jeden erfolgreichen Kundenerlebnisprogramms.
NICE inContact
JULY 19, 2019
How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Horizon CX
JULY 15, 2019
Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing. My initial response and emotional reaction to that question was that I had taken many online courses over the last several years and honestly could not recall learning much of anything as a result.
Beyond Philosophy
JULY 16, 2019
I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches.
GetFeedback
JULY 19, 2019
How to launch a Voice of the Customer (VoC) program that will improve your customer experience (CX) across the organization.
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