BlueOcean

APRIL 15, 2019

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the inter

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

DemandJump

APRIL 19, 2019

Let’s be honest. Your analytics tool may have been state-of-the-art when you first started using it, but when was the last time you sat down and took a hard look at its features? A lot has changed in the last few years, and marketers should be demanding a more holistic view of their customer's path to purchase.

Analytics 40

Analytics Tools Marketing Customers 40

Eptica

APRIL 17, 2019

Date: Wednesday, April 17, 2019 Author: Steve Nattress - Product Manager Why collaboration is key to customer service success. Published on: April 17, 2019. Author: Steve Nattress - Product Manager In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. Whether it is the delivery driver for a supermarket, a broadband installer, or an agent in a contact center, they are all part of the customer experience and responsible for delivering grea

Customer Service 72

Customer Service Contact Center Social Media Knowledge Base 72

NetBase

APRIL 19, 2019

When it comes to sourcing consumer love to foster brand-consumer connections, you don’t have to overthink it. Anything and everything is up for discussion – with passion you might not expect driving conversations about the smallest things: like Peeps. Peeps – for the uninitiated – are sugar-coated marshmallow treats that make their most well-known annual appearance on store shelves around the Easter holiday.

Consumers 46

Consumers Brands Analytics Connections 46

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.

ROI

Lumoa

APRIL 14, 2019

New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors.

276

276

C3Centricity

APRIL 17, 2019

Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.

Marketing 227

Marketing Technology Customer Centricity Conference 227

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Shep, has been guiding organizations and customer experience professionals since before the industry knew what the term ‘customer experience’ meant.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

Analytics 162

Analytics Management Contact Center Call Recording 162

GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions. You need to get to know your target audience by listening to what they have to say and then taking what you learn and putting those insights into action to make changes

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

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.

Sales

InMoment XI

APRIL 16, 2019

This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here. What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business.

Voice of Customer 150

Voice of Customer Consulting Feedback Customers 150

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If you recognize one, you've got to take corrective action immediately.

Survey 136

Survey Touchpoint Analysis Feedback 136

NICE inContact

APRIL 16, 2019

Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, seen or heard around the globe over multiple generations.

Interaction 136

Interaction Technology Contact Center Trends 136

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well? Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

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

Retail

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who’s been featured in Adweek and Forbes , shares how he works closely with operations and the franchise owners t

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

Calabrio

APRIL 16, 2019

Best Practices 3 Ways Calabrio is Building a Customer-Centric Culture Share I have been extremely fortunate to be a part of Calabrio for a very long timeand have witnessed how our approach to helping customers has evolved. When I began my career, the organization looked very different than it does today. My colleagues and I were technical trainers who help our clients get the most out of the Calabrio suite.

Customer Centricity 130

Customer Centricity Culture Contact Center Innovation 130

Beyond Philosophy

APRIL 18, 2019

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.

Brands 127

Brands Examples Customer Experience Consulting 127

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

Customer Experience 210

Customer Experience Customers 210

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.

Employee Experience

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they&

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Kristina Evey

APRIL 16, 2019

Shownotes… Customer Experience is taken to a higher level when based on customer feedback and engagement. Review sites allow customers … Read More Episode 47 – How to Best Respond to Customer Feedback. The post Episode 47 – How to Best Respond to Customer Feedback appeared first on Kristina Evey.

Feedback 120

Feedback How To Customers Engagement 120

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast.

Culture 114

Culture Customer Service Leadership Airlines 114

GetFeedback

APRIL 15, 2019

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser. It’s about connecting with your audience and providing them with a meaningful experience that leaves them wanting more.

Survey 207

Survey Transportation Conference Hotels 207

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ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth.

Survey 107

Survey Feedback Retail Consumers 107

McorpCX

APRIL 18, 2019

It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences.

Customer Experience 106

Customer Experience Customers Analytics Strategy 106

Beyond Philosophy

APRIL 19, 2019

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience.

Analysis 114

Analysis Technology Consulting Study 114

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

Customer Experience 195

Customer Experience Customers 195

Advertiser: ZoomInfo

As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex. Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. In this eBook, we’ll show you how marketing operations can create efficiencies in your tech stack, reporting, and budget that will not just improve internal processes, bu

Marketing

ShepHyken

APRIL 16, 2019

Lead with Loyalty with Guest Sandy Rogers. Enhancing the Customer Experience Through Emotional Engagement. Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty.

Loyalty 103

Loyalty Loyalty Programs Culture Leadership 103

The DiJulius Group

APRIL 17, 2019

Being a great leader today is tough. You need to be smart, agile, open-minded; the list goes on and on. However, the most critical skill any leader (executive, supervisor, teacher, coach, or parent) needs to master and execute to help others obtain their highest potential is the ability to “Encourage”. Encourage = In-Courage The. Read Full Article. The post The #1 Skill A Great Leader Needs To Master appeared first on The DiJulius Group.

Groups 103

Groups Measurement Training Leadership 103

Storyminers

APRIL 17, 2019

A small change in course can change your future. That was the promise of StoryMiners’ PIVOT ON PURPOSE interactive workshop for the Georgia Mentor Protégé Council. The first event was held on April 16, 2019 at AT&T. The presentation part of the morning began with an overview of THE SHIFTS THAT SHIFT US TODAY. THE SHIFTS THAT WILL SHIFT US TOMORROW followed.

Case Study 100

Case Study Study Groups Strategy 100