Influitive
JUNE 9, 2017
Listen, if you’re an online community manager, or are responsible for the success of an online community, you might want to know this: According to Gartner, 70 percent of online communities are destined to fail. But wait. There’s more. Despite the billions of dollars being poured into online communities, almost 70 percent of customers never.
Topdown
JUNE 9, 2017
Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) has a new report out: The Future of CCM: Communications-As-A-Service. In this report, Le Clair describes a future in which communications trends don’t favor traditional CCM solutions — the ones that are still serving a siloed, print-focused, operations-centric approach to customer communications.
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Amity
JUNE 9, 2017
Playbooks are a CSM’s best friends. When leveraged properly, playbooks allow your team to spend less time planning and worrying, and more time actually getting stuff done. Amity asked the experts from the Waterstone Management Group about the challenges facing CSMs when working with playbooks to drive adoption. When it comes to adoption, what are the biggest hurdles facing Customer Success teams?
Avaya
JUNE 9, 2017
We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. The answer, unfortunately, is no. Here’s why this is so concerning: nearly 80% of businesses identified digital transformation as their top strategic priority last year, yet only a fraction have implemented an enterpri
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Jon Arnold
JUNE 9, 2017
I write occasionally for Enterprise Management 36 0 , a U.K.-based publication, and that gives me some visibility outside North America. My latest was recently published in their Q2 edition, and is titled " Why is the Cloud an Essential Component of Your Agile Business? ". The digital edition is out now, and my article runs on pages 34-35. There's lots more great content there, and I hope you enjoy it - here's the link.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
JUNE 9, 2017
The post Motivation and Engagement: Your Leadership Matters appeared first on Brad Cleveland.
ShepHyken
JUNE 9, 2017
This week we feature an article by Josh Brown about the importance of cultivating long-term relationships with relational customers who want to get more out of their experience with your company. – Shep Hyken. Recently, Shep Hyken sat down with Lifesize’s Chief Customer Success and Happiness Officer, Amy Downs, and discussed the importance of becoming absolutely obsessed with enhancing your customer’s experience.
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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
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