Beyond Philosophy
APRIL 13, 2018
A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.
ShepHyken
APRIL 13, 2018
This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark.
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Aspect
APRIL 13, 2018
It’s been talked about for what seems like an age, but in just a few weeks it’ll finally become a reality: The General Data Protection Regulation (GDPR) comes into effect on 25 th May 2018. It will impact any business that holds personal data on customers, prospects or employees based within the EU, so contact centres should take note! If you want to be fully compliant come May, there are several implications that you’ll need to be aware of.
Nexmo
APRIL 13, 2018
Of all the industries cloud technology has turned on an ear, telecommunications must be near the top. Once fraught with high costs, burdensome inflexibility, and endless complexity, numerous digital innovations have made internal and external communications easier and more affordable than ever. This equalizing effect has helped businesses flourish by granting cheap, easy access to […].
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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.
Outsource Consultants
APRIL 13, 2018
In a recent article , Mariia Aleksandrova discusses why it’s important for companies to serve their customers on mobile platforms. Highlighted are several reasons that include amount of time people spend on mobile devices and the amount of revenue generated from mobile applications. The article also elaborates on the following seven ways to optimize the customer experience for mobile devices: Focus on accessibility.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Experience Matters
APRIL 13, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Fidelity Investments for delivering the best customer experience across investment firms.
ForeSee
APRIL 13, 2018
This post was originally published on LinkedIn on April 10, 2018. Part II of my series on Customer Loyalty through Customer Experience Best Practices. See Part 1 here In achieving customer. The post Customer Loyalty: How to Achieve the Customer Experience Golden Rule (Part II of series) appeared first on ForeSee.
Hello Customer
APRIL 13, 2018
Our current ISAAC users have had the honors to get the first glimpse of new giant leap at Hello Customer: ISAAC v2 went live last week! This is a major new release of our beloved text analysis engine, which truly makes open feedback actionable to drive IMPACT.
FreshGrade
APRIL 13, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “I believe that a continued emphasis and focus on effective integration of social-emotional learning is our greatest opportunity for improving school culture and climate,” says Melissa Jaggers, President, and CEO of Alignment Nashville.
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 Matters
APRIL 13, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Amazon Prime (music & video) for delivering the best customer experience across streaming media services.
Quadient
APRIL 13, 2018
The National Postal Forum (NPF) is well known to be a great event for educational sessions and networking. Quadient is proud to have several speakers and educational workshop sessions selected for this year’s NPF in San Antonio, Texas, May 6-9.
Hello Customer
APRIL 13, 2018
Customer Experience transformation puts your company on the road to (financial) success, but why?
Customer Service Life
APRIL 13, 2018
This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. For the purpose of this article, when I say “chat” I’m referring to all live messaging channels including Facebook Messenger and SMS.
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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.
LiveChat
APRIL 13, 2018
I’m sure most – if not all – ecommerce store owners will agree that the only thing better than making a sale is making an even bigger sale. Whether selling more big-ticket items than usual or offloading an increased number of small-ticket products during individual transactions, we all strive to sell as much as we possibly can (while simultaneously attempting to minimize the number of resources we invest in doing so).
ForeSee
APRIL 13, 2018
This post was originally published on LinkedIn on April 5, 2018. A recent conversation on minimizing customer churn ultimately led to the question “what’s the single most important measure we. The post Customer Loyalty: the CX Golden Rule, Magic Metrics, and the AI connection (Part I) appeared first on ForeSee.
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