Gainsight
OCTOBER 30, 2018
It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the silent killer. Churn. Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business.
Oracle
OCTOBER 30, 2018
My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. One day not long ago, Claudia asked me if I’d make her a bowl of ice cream. I was in the middle of something but said yes anyway—and made it in a rush. When I handed Claudia the ice cream, her enthusiastic thank-you and broad smile quickly dissolved into disappointment. “What happened to the whipped cream and sprinkles?
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Escalent
OCTOBER 30, 2018
You’ve achieved your customer experience (CX) goals! Congratulations! … Now what?
Lumoa
OCTOBER 30, 2018
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
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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.
Customer Bliss
OCTOBER 30, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
OCTOBER 30, 2018
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? Without true accountability, pieces are bound to slip through the cracks.
QuestionPro Audience
OCTOBER 30, 2018
Happy Halloween! Halloween is known as the spookiest time of year, when children, adults and pets alike can dress up and get treats from their neighbors. We broke down the most popular treats, who will be dressing up, and other fun facts about Halloween.
Lumoa
OCTOBER 31, 2018
Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.
Customer Bliss
NOVEMBER 1, 2018
As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. I always say, what’s on the inside, shows up on the outside. How do you hold yourself accountable when managing culture and employee experience?
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
AskNicely
NOVEMBER 1, 2018
Each quarter, our New Feature Roundup will spotlight the most recent and requested improvements to our Net Promoter Score software, so you can discover easier ways to manage feedback data and truly hear the voice of your customer and quickly take the right action. New streamlined design coming soon — Preview now. The AskNicely design and development team continually strive to improve our customer experience.
QuestionPro Audience
OCTOBER 30, 2018
Happy Halloween! Halloween is the spookiest time of year, when children, adults and pets alike can dress up and get treats from their neighbors. We broke down the most popular treats, who will be dressing up, and other fun facts about Halloween. Select your respondents.
Maru Group
NOVEMBER 2, 2018
Brands and businesses operating in the UK are facing an uncertain time. With Brexit just around the corner, Monday’s budget announcement came with the claim that ‘austerity is coming to an end’. Yet, Maru/edr research in the hours immediately after the latest budget publication showed that less than 1 in 4 (23%) UK consumers agree with Philip Hammond that austerity is coming to an end.
GetFeedback
OCTOBER 30, 2018
Now companies can seamlessly integrate elegant surveys at the end of their live chat conversations and collect real-time, contextual customer feedback.
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.
AskNicely
OCTOBER 29, 2018
We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again. Or perhaps you can’t get your cardio in because, as usual, all the treadmills are taken and there’s a line of people waiting. You wonder if other clubs might offer a better experience.
Alida
NOVEMBER 1, 2018
If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. Consider another circumstance. Customers you’ve had for a long time are giving you poor CSAT or NPS scores.
NICE inContact
OCTOBER 29, 2018
The world seems to be moving at breakneck speed. Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. I was met with a mix of giggles, and gasps.
BlueOcean
OCTOBER 30, 2018
Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Job seekers in the Halifax area interested in boosting their résumé with a permanent customer support or claims administration position are encouraged to apply.
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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.
Thematic
OCTOBER 29, 2018
Let’s face it, any business owner can benefit from conversations with customers. It’s the only way to find out what customers think. In this post, you will learn which questions will prompt customers to share their views in depth. What do your customers really want? According to a new report called L eading By Example most company directors and board members don’t have a clear understanding of what their customers want, and often ignore the views of those that do – their front line people!
Uniphore
OCTOBER 30, 2018
In short, RPA vendors provide no code (optional low code) design platforms that are often marketed to business users but are better matched with someone in the organization who has past experience developing software. Yes, someone with an IT background is an ideal candidate despite the features and “ease of use” marketing points that are constantly hitting your inboxes and social media feeds.
NICE inContact
NOVEMBER 1, 2018
Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Satisfied customers buy more, are less likely to churn and bring in more referrals. Companies are starting to see tremendous value, investing in organization wide CX programs. While CX design, implementation and roll out still remain a big challenge, there is one simple thing that can drive success of these programs.
InMoment XI
OCTOBER 30, 2018
Halloween has always been my favorite holiday. As a child, I always looked forward to dressing up, watching scary movies, and carving pumpkins. And of course, the best part of all was when I would go out trick-or-treating with my cousin and my little sister. The three of us always put up quite the display. View Article.
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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?
GetFeedback
OCTOBER 30, 2018
A Seamless Way to Get Immediate Post-Chat Feedback. Today, we’re excited to launch GetFeedback for Salesforce Chat. With this feature, companies can seamlessly integrate elegant surveys at the end of their live chat conversations, helping them collect real-time, contextual customer feedback. Modern customers not only want real-time support, they also want to give real-time feedback.
Uniphore
OCTOBER 31, 2018
While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.
ShepHyken
OCTOBER 31, 2018
Our mantra at Shepard Presentations is to Always Be Amazing. Those three words are very important. They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. It’s simple…. We want to be amazing for our employees. We want to be amazing for our clients. And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with.
UJET
NOVEMBER 1, 2018
Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator. Customers expect your company to provide it.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ProProfs Chat
OCTOBER 31, 2018
In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today.
Uniphore
OCTOBER 31, 2018
Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.
CX Journey
NOVEMBER 1, 2018
Image courtesy of Shep Hyken Want to disrupt your business and your industry? And create fierce customer loyalty? Who doesn't? Right? Well, there's a secret to doing that, and if you haven't yet read Shep Hyken's latest book, The Convenience Revolution , you're missing out on the secret! This book is shorter than Shep's last couple of books, but it packs a mighty punch.
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