ShepHyken

JANUARY 31, 2017

Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace. Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business? Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why. The purpose of entertainment is to create the desired emotional response from the audience.

Entertainment 226

Entertainment Airlines Customer Experience Sales 226

Callminer

JANUARY 31, 2017

Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staff.

Interactive Voice Response 182

Interactive Voice Response Call Center 182

Peter Lavers

JANUARY 31, 2017

My fellow IBM #THINKmarketing Futurist, Steve Dennis, and I recently participated in a cross-sector forum in South Africa on the subject of “Winning in a digital-first, omni-channel world”. Here are the top challenges that participants agreed businesses are facing in 2017 when it comes to this subject: People don’t “go online” any more – they’re always online.

B2B 113

B2B Self service Personalization Marketing 113

Contact Center Pipeline

JANUARY 31, 2017

January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about trends, planning and predictions. Check out the links below to read more about the important trends that industry experts see impacting contact centers in the near future, as well as a […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

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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.

CustomerGauge

JANUARY 31, 2017

For many SaaS companies, demos are the first chance to put their “best face forward” when it comes to interacting with customers. At CustomerGauge, we’re all about discovering the paint points in the customer journey. For us, the journey doesn’t just happen after the customer signs the contract. In order to improve, we want to dig […]. The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge.

Surveys 75

Surveys SaaS Accountability Management 75

NICE inContact

JANUARY 31, 2017

Zebra-brand printers are used by more than 90 percent of Fortune 500 companies, which means Zebra Customer Support has an important role in delivering amazing customer experiences. Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. They service over 52 different countries and 17 different languages.

Technology 48

Technology Customer Service Scripts Contact Center 48

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.

Metrics 55

Metrics Customer centricity Marketing 55

Clarabridge

JANUARY 31, 2017

By Jeannie Walters, CEO and Founder of 360Connext. In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

Journey mapping 45

Journey mapping Wireless Feedback Analytics 45

CX Journey

JANUARY 31, 2017

How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease? This is the second part of my two-part series on Peter Drucker's five phases of decision-making, which he outlines in his book, The Practice of Management. If you missed the first part , which covers the first three phases, be sure to visit that post to read about them.

Management 49

Management 49

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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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ForeSee

JANUARY 31, 2017

Utilizing A/B testing, the practice of comparing two versions of a webpage or app against each other to see which performs best, is a very effective way for a business. The post Optimizing customer satisfaction by rethinking A/B testing appeared first on ForeSee.

Analytics 40

Analytics 40

Clarabridge

JANUARY 31, 2017

By Jeannie Walters, CEO and Founder of 360Connext. In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

Journey mapping 40

Journey mapping Wireless Feedback Analytics 40

PanTerra

JANUARY 31, 2017

PanTerra can reduce or eliminate customer disruption by helping partners transition Avaya users to the cloud.

voip 39

voip 39

Verint

JANUARY 31, 2017

Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty. Organizations that elevate and improve these areas can potentially realize powerful benefits including improved customer loyalty, reduced customer churn and deep insights into customer behavior.

First call resolution 33

First call resolution Customer Experience Journey mapping Feedback 33

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.

Customer Experience

LiveChat

JANUARY 31, 2017

Sit back, relax and go to your happy place. What does it look like? There’s a good chance that the place that makes you happy the most is filled with sunshine and bright colors. It’s probably clutter-free, and just the thought of it makes you feel instantly at ease. Now, think about the typical call center or live chat station. Do you notice any differences?

Call Center 28

Call Center Morale Customer emotions Personalization 28