Thu.Jan 04, 2018

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I spend three hours every week working “on” my business. Do you?

Myra Golden Media

I spent this afternoon in my Strategic Block. My Strategic Block, the best idea I took from the book, 12 Week Year by Brian P. Morgan and Michael Lennington, is for me to spend three hours every week “on” my business. It’s three uninterrupted hours of me doing something to improve my business. Today that three-hour block was spent listening to a business audiobook on my Alexa Echo.

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Contact Center Pipeline Magazine: Inside Our January 2018 Issue

Contact Center Pipeline

Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be blessed. Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. You’ll also find articles around trends for remote work programs and customer […].

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Nexmo Launches SSML Support for More Natural Text to Speech

Nexmo

Great news for brands who engage customers with text to speech (TTS): those interactions don’t have to sound like a robot struggling to mimic human speech. Thanks to the new Speech Synthesis Markup Language (SSML) feature in the Nexmo Voice API, TTS can sound like a human being, with the typical characteristics of natural spoken […]. The post Nexmo Launches SSML Support for More Natural Text to Speech appeared first on Nexmo.

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Looking into the Customer Support Crystal Ball: 6 Predictions for 2018

UJET

A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up to the fact that delivering great customer support is directly correlated to the success of the enterprise. Empowered consumers have real-time mediums to share their experiences across large social graphs and those experiences can have an immediate and significant impact on brand sentiment, customer loyalty, and the bottom line.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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The 7 Building Blocks Of High Impact Advocate Marketing Campaigns

Influitive

I’m going to let you in on a little secret that the most successful advocate marketers have in common: instead of just posting a few ad hoc challenges per week in their programs, they use campaigns to drive long-term engagement and results. What do I mean by campaigns in the context of your AdvocateHub advocate.

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SMS/MMS Conversations in Zendesk: Pitfalls and Solutions

Bright Pattern

Texting is by far the most popular and convenient means of communication for people today. Sending an SMS/MMS (short message service/multimedia messaging service) message is quick—it’s faster and more convenient than email—and you don’t have to say a lot to get your message across. In fact, when sending a photo or video via MMS, you don’t have to say anything at all.

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Is this the year of the customer experience?

TRUSTID

Years from now, we may look back at 2018 as the year of the customer experience. With so much focus on the customer journey, we might one day look back at this year much like we think of 1991 as the year the World Wide Web went public or 2007 as the year the world was introduced to the iPhone. . In the recent article, “16 surefire tips to improve your customer service experience,” a study by McKinsey found that 70 percent of the consumer buying experience is based on how good agents make the cus

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Report: Small Banks Are More Customer-Centric

Toister Performance Solutions

A few years ago, I was having a conversation with the CEO of a small local credit union. The credit union had hired me to conduct a customer service assessment and I had asked him about his vision for serving credit union members in the future. The CEO remarked that his biggest wish was to have more branches. Members enjoyed the credit union's highly-rated service.

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Branch Looks Back: Our Top Blog Posts From 2017

Branch Mesenger

Earlier this week, we looked back at some of our defining moments from what was an awesome year at Branch Messenger. Today, we want to explore some of our favorite blog posts that we've written over the course of the past year. Customer Stories. Whether they man the front lines at a fast food establishment or handle customer inquiries in the garden and outdoor section of a home improvement retailer, we are excited about sharing the stories of our most passionate users.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Five Ways Ecommerce Stores Can Keep Existing Customers Engaged

The Center for Client Retention

Today we are excited to share a guest post from Johanna Rivard. 5 Ways Ecommerce Stores Can Keep Existing Customers Engaged. Did you know that about 571 websites are created every minute of every day? Whether they are directly competing with your start up business or not, there’s a clear message that’s pervading here: the success of your business venture depends not only on hard work, but also on practical strategies that can help you cut through the noise across the internet.

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Financial Brand article cites ForeSee banking research to explain why customer journeys ‘will never be digital-only’

ForeSee

The customer experience (CX) for banking customers is more digitally integrated than ever before, with mobile apps making it easier to do everything from checking your account balance to transferring. The post Financial Brand article cites ForeSee banking research to explain why customer journeys ‘will never be digital-only’ appeared first on ForeSee.

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Guest Post: Why Businesses Can’t Strive Without Social Media

Natalie Petouhof

Tweet Few years back, businesses had to seek the assistance of external agencies such as marketing and advertising research firms in order to promote the business. However, the increasing popularity of social media networks has changed the trend. Almost all the businesses nowadays prefer to use social media networks in order to engage with their marketing campaigns.

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New Forrester VOC report highlights ForeSee CX Suite

ForeSee

While the majority of business leaders expect to compete on the basis of customer experience (CX), just 6% of companies say their Voice of Customer (VOC) program is extremely effective. The post New Forrester VOC report highlights ForeSee CX Suite appeared first on ForeSee.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Debt Collection 101: Episode 20 - Great Debt Collection Accomplishments

Arbeit

Stigmas be damned - we believe the collections industry can and IS making a positive impact.

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[Infographic] 6 Lessons For Your Startup

Amity

The startup days are the most exciting, yet the most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team. Here are 6 quick lessons for your Customer Success Game Plan at the stage when winning customers is a priority and teams are doing a bit of everything.

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The Inexpensive Survey Tool – Good or Bad for Corporate Research?

Satrix Solutions

When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research. No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Naturally, the DIYer fell in love with the tool since it was free and relatively easy to use. Within just a few years, our email inboxes would be flooded with surveys created using SurveyMonkey and the many other inexpensive survey applications.

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