Solvvy

MAY 31, 2018

The post Win with Effortless Experiences appeared first on Solvvy.

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Experience Investigators by 360Connext

MAY 30, 2018

If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition. All of that is achievable with the options in learning paths today. But how often are we really taking advantage of it?

How To 146

How To Chatbots Connections Consulting 146

Customer Guru

MAY 30, 2018

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization. We are sure that inculcating the OPACE of customer-centric behavior in employees first would help any organization in ensuring customer delight at all times.

Omni-Channel 95

Omni-Channel Customer Centricity e-support Social Media 95

CX Advantage Walker

MAY 31, 2018

We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?

Customer Satisfaction 59

Customer Satisfaction Survey Measurement Roadmap 59

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

ReviewTrackers

MAY 30, 2018

You’ve just finished servicing a customer’s car. You two talk about the weather, how it’s going to be the perfect day to take the car for a nice drive. The customer pays and is ready to walk out. Before the customer leaves, though, you say, “Hey, would you like to review us?”. The customer says, “Yes. Where?”. While a verbal ask is one way to get customers to review your company, there are also additional ways to get customers to review you online at the time of purchase.

Sales 62

Sales Net Promoter Score Automotive How To 62

QuestionPro Audience

JUNE 1, 2018

In this digital age, every interaction between a consumer and brand matters. Due to social media, everyone has a voice, and can air their grievances to a huge audience, which may deter prospective customers, and turn away current customers. According to PwC’s Global Consumer Insights Report , 73% of all consumers point to customer experience as an important factor in their purchasing decisions, just behind price and product quality.

Customer Experience 207

Customer Experience Social Media Consumers Loyalty 207

Lumoa

MAY 29, 2018

Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).

Engagement 207

Engagement How To Travel Hospitality 207

AskNicely

MAY 29, 2018

Break out the champagne, this calls for a celebration! AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The Hi-Tech Awards recognize New Zealand’s most successful technology companies and the individuals behind them, and is one of the most sought-after awards in the tech sector.

Net Promoter Score 150

Net Promoter Score Company Video Course 150

InMoment XI

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions. These values are often expressed as brand promises–statements about what an organization is, what it stands for, View Article.

Brands 150

Brands Tools eBook Financial 150

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

QuestionPro Audience

MAY 31, 2018

The consumer trends of the millennial generation have been a hot topic for many brands, and now the focus has moved to the up-and-comers, Generation Z. Members of Gen Z—those born during the mid-1990s to the early 2000s—are generally tech-savvy, open-minded, and socially responsible. What does this mean for certain brands? We look at three industries that will likely have trouble keeping members of Gen Z as consumers.

Industry 199

Industry Social Media Study Trends 199

NICE inContact

MAY 29, 2018

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool to win the experience economy, far beyond price and product.

Contact Center 141

Contact Center Customer Experience Customers Innovation 141

IntouchInsight

MAY 31, 2018

Here are some of the latest advancements in construction technology and how it's keeping workers safe.

Technology 149

Technology How To 149

InMoment XI

JUNE 1, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Most organizations strive to ingrain in their employees a set of organizational values–behaviors and attitudes–that are the guiding principles for all employee actions. These values are often expressed as brand promises–statements about what an organization is, what it stands for, View Article.

Brands 150

Brands Tools eBook Financial 150

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The panel, moderated by Mirza Baig, Quadient's Director of Digital and Advocacy Marketing, included David Poole, with the Financial Services Center of Excellence at Publicis Sapient; Paul DeSantis, Chief Operating Officer of ANRO; and m

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry.

B2B 107

B2B Industry Leadership Conference 107

IntouchInsight

MAY 31, 2018

Wondering where to begin when evaluating vendors in the customer experience space? Here’s what not to do and why when selecting a CX technology platform.

Technology 120

Technology Customer Experience Customers 120

InMoment XI

MAY 30, 2018

Spring is in the air and with Summer on the way, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays. As a fan of analytics, I enjoy delving deeper. View Article.

Data 150

Data Analytics Retail 150

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.

Insurance 122

Insurance Groups Study Survey 122

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

CX Journey

MAY 31, 2018

Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., they are first!), they often don’t. Many companies actually believe that they can improve the customer experience without improving the employee experience.

Company 105

Company Culture Employee Experience Leadership 105

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. “Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers.

Software 107

Software Comparison Customer Satisfaction System 107

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

ReviewTrackers

JUNE 1, 2018

Airbnb has grown into one of the top online marketplaces, global travel communities, and service platforms for individuals looking to book unique homes and experiences. Airbnb users who are traveling can use the site or app to lease or rent short-term accommodations, including apartments, homestays, holiday cottages, hostel beds, villas, hotel rooms, even castles and treehouses.

Travel 92

Travel Hotels Groups Policies 92

Oracle

MAY 30, 2018

Congratulations to the class of 2018! So, you’re interested in a career in marketing or customer experience? Great news – 69% of marketing leaders anticipate growing their teams this year (up from 44 percent from last year.) Take that, class of ’17! Here are some tips I’ve picked up along my own career spanning startup tech marketing, entrepreneurship, and consulting. 1.

Tips 97

Tips Marketing Culture Conference 97

CX Advantage Walker

MAY 31, 2018

We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?

Customer Satisfaction 86

Customer Satisfaction Survey Measurement Roadmap 86

ShepHyken

MAY 30, 2018

It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was addressing foodservice executives and salespeople, he emphasized that not knowing what’s for dinner, just hours before consumers are supposed to eat it, is a problem.

Transportation 97

Transportation Conference Sports Customer Service Training 97

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

transcosmos Information Systems

MAY 31, 2018

Some shoppers would visit a physical store to check the availability of the item, how it looks like, how much it costs, and to see if the item is something that the shopper would want to purchase right away. Then, there are those who rely heavily on online stores to check its availability or make the purchase readily. E-commerce greatly flourished over the last few years not only due to the vast improvements made with the Internet (i.e., the birth of Internet-of-Things), but also because of thos

Omni-Channel 83

Omni-Channel e-support Strategy Multi-Channel 83

Amity

MAY 31, 2018

The onboarding journey doesn’t merely stop once you’ve introduced your customer to your product. The challenge now lies in transforming your customers into power-users and brand ambassadors. Below are 3 strategies to jump right out of onboarding, straight into adoption and nurture. Drive Adoption Through Feature Discovery. Sure, your system might be relatively easy to navigate.

Self Service 80

Self Service Social Media Meeting Communication 80

UJET

MAY 31, 2018

Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.

How To 74

How To Sales Measurement Customers 74