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Personalizing the Customer Experience Is a Competitive Differentiator

ShepHyken

We surveyed 1,000 consumers in the U.S. One of the questions had to do with creating a personalized experience. . Of the experiences that customers listed as very important or important , a personalized experience was number eight on the list. . That’s personalization at both the digital and human-to-human level.

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SURVEYING YOUR CUSTOMERS - DON’T MAKE THESE 7 MISTAKES

CCNG

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

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Boosting Profits with Personalization with Eric Melchor

ShepHyken

Top Takeaways: Personalization is the new CRO (Conversion Rate Optimization). A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences. How does personalization impact the bottom line? Personalization can decrease cart abandonment.

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Don’t Just Personalize the Customer’s Experience – Individualize it?

ShepHyken

4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. .

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

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What is your personality type, and how does this affect your success?

Beyond Philosophy

How you answer this question is one of many ways that you can explore your personality type. The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success. For each dimension, there are personality traits that are associated with the area.

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The ABM Benchmark Survey

In a recent survey with Demand Gen Report, we found 59% of experienced practitioners (those with ABM programs more than a year old) indicated their ABM programs are meeting or greatly exceeding their expectations, while only 45% of novices (those with ABM programs less than one year old) could say the same.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.