ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? Lynn Hunsaker. How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas.

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

Ansafone

NOVEMBER 3, 2017

Ten essential items should be part of every contact center’s contingency strategy. Executives should have a plan to deal with critical emergency situations. It’s simply smart management. Though we hope to never encounter a business-threatening disaster, if it does occur, will you be ready? More importantly, when you outsource services to a contact center, will they be ready?

Contact Center 72

Contact Center outsourcing Business Process Outsourcing SaaS 72

Customer Experience Matters

NOVEMBER 3, 2017

As you hopefully already know, Temkin Group has labeled 2017, The Year of Purpose. We want to raise awareness to the relatively untapped power of purpose. So I was thrilled to see the AARP Purpose Prize™, which recognizes outstanding work by people age 50 and over that is focused on advancing social good. Here are the five winners, I urge you to read the links to each of their stories: Cynthia Barnett, founder and CEO, Amazing Girls Science Retired high school administrator Barnett was disappoin

Engineering 54

Engineering Technology Customer Experience 54

8x8

NOVEMBER 3, 2017

This is the introduction to a three-part series on developing a customer experience strategy. As customer loyalty is tested with ever-growing options, the need to understand and manage the customer journey becomes an increasingly crucial factor of competitive differentiation. All companies regardless of size should be thinking about this, but more than the theory, the execution of a customer experience strategy with enough transparency to key metrics to support adroit decision-making, is extreme

Customer Experience 48

Customer Experience Benchmark Metrics Best practices 48

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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.

Comm100

NOVEMBER 3, 2017

Introduction. Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The problem is that social media is such a broad topic, and an effective social media team comes from a variety of knowledge levels and backgrounds.

Marketing 45

Marketing Accountability Customer Service Feedback 45

Horizon CX

NOVEMBER 3, 2017

This guest blog written by Rae Steinbach was submitted to me by David Mizne, chief contributor and editor of the award winning 15Five Blog. Rae is a graduate of Tufts University with a combined International Relations and Chinese degree. After spending time living and working abroad in China, she returned to NYC to pursue her career and continue curating quality content.

Construction 40

Construction Feedback Marketing 40

Jon Arnold

NOVEMBER 3, 2017

If you haven't had your fill of what this deal means for the collaboration/UCaaS space, this should be your next stop. Wearing my UC Expert hat with UCStrategies , I've already written my perspective on the Cisco/BroadSoft deal , as have several of my peers. That post continues trending well, btw, and I welcome your comments if you give it a read. Building on that, our latest podcast had a strong turnout among both analysts and consultants, and you won't find a stronger mix anywhere of people wh

Consulting 40

Consulting Consulting 40

Horizon CX

NOVEMBER 3, 2017

This guest blog comes to you courtesy of David Mizne, chief contributor and editor of the award winning 15Five Blog. Remember when Ford and Bridgestone Firestone lost billions due to a truly avoidable error ? The team designing the Ford Explorer didn’t coordinate with the team responsible for the tire design. This resulted in safety issues that forced a recall.

Construction 40

Construction Feedback Marketing 40

Uniphore

NOVEMBER 3, 2017

When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. The following may seem basic for many but it is surprising to me how many times these basic skills are overlooked. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service.

Customer Service 40

Customer Service Contact Center Personalization Customer Experience 40

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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

Surveys

Aspect

NOVEMBER 3, 2017

With the holidays right around the corner, there is no better time for retailers to embrace a new(ish) channel to reach their customers: text message. 97% of US smartphone users send at least one text a day and 75% of millennials prefer to text over make a phone call, which is why SMS and text messaging is a customer engagement goldmine for retailers.

Marketing 8

Marketing Customer Service Contact Center Customer Experience 8