CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? What major should I choose?”.

Customer Experience 320

Customer Experience Tourism Customer Journey Mapping Entertainment 320

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. Customer Journey Maps are a great resource, especially in times of change like these. To uncover duplication of efforts or ways our siloed organizations create inefficiencies or irritations for your customers.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

GetFeedback

JANUARY 19, 2020

Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Indirect or inferred feedback from analyzing customer interaction data.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. There were real struggles and challenges for businesses and their customers, too. Customer experience leaders had to adapt to this changing world, too. – Tabitha Dunn.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

White Paper 243

White Paper Social Media Feedback 2019 243

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers. Implies customer behavior’s value to your company.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

ShepHyken

OCTOBER 20, 2020

Focus on the Customer, Not the Sale. Building a Customer Engagement Strategy That Lasts. They discuss strategies for improving customer service, interaction, engagement and experience. Top Takeaways: Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale.

Omnichannel 29

Omnichannel Contact Center Call Center Consumers 29

Experience Investigators by 360Connext

DECEMBER 15, 2020

In the customer experience consulting we do with clients, we typically begin this process with reflection questions which help us clearly define what worked and what didn’t. It’s easy to get caught up in the day-to-day firefighting of customer experience. What is our top customer experience priority ?

Customer Experience 190

Customer Experience 2020 Brands Customer Journey 190

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. Simply put, it’s not enough to say your company delivers great service—you have to make sure your customers agree.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. AI will help technology mimic authentic human behavior.

Brands 158

Brands Social Media 2016 Interaction 158

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. Volume – rapidly address the most common issues that drive most inbound customer contacts. The Best Call Center Cost Reduction Strategies.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 127

Communication Webinar Metrics Customer Retention 127

CloudCherry

FEBRUARY 6, 2020

Communication. Thank goodness I was joined by a true expert on Collaborating for Success. It’s about getting to the TRUE heart of what people (both customers and employees) want. Now THAT’s some seriously successful CX! The post Collaborating for Success appeared first on CloudCherry. Collaboration. Hear, hear!

Books 195

Books 2019 Customer Centricity 2020 195

BlueOcean

OCTOBER 6, 2020

After all, continual improvement and striving to evolve are the hallmarks of long-term success. For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are your values still shared and mutually respected?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Throughout his career, he’s worked with hundreds of wineries to further their sales, marketing, and communication efforts with individual wine consumers.

Hospitality 218

Hospitality Sales Feedback Customer Experience 218

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

2020 156

2020 Customer Service Insurance 2017 156

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? What major should I choose?”.

Customer Experience 182

Customer Experience Tourism Customer Journey Mapping Entertainment 182

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 112

Customer Success Customers Measurement Communication 112

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. Focus on reducing customer effort.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Experience Investigators by 360Connext

OCTOBER 13, 2020

Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. Listen to this article.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. I’m obsessed with memory.

Events 194

Events Books Consulting Feedback 194

ShepHyken

SEPTEMBER 18, 2020

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.

Feedback 126

Feedback Customer Service Article Communication 126

ShepHyken

JANUARY 24, 2020

Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. More often than not, bad customer service can be attributed to employee ambivalence. Here are three ways you can boost employee empowerment and engagement to increase customer satisfaction and provide a stand-out store experience.

Customer Service 135

Customer Service Retail Culture Engagement 135

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 108

Customer Success Technology Customer Centricity NPS 108

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Listen to the episode & read the show notes ». Leslie Stretch, CEO of Medallia.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

Beyond Philosophy

FEBRUARY 6, 2020

Nonetheless, it does, and done right can yield positive customer-driven growth. These influences often have surprising effects on customer behavior, usually in ways you didn’t expect about things you didn’t think mattered. It would be best for your bottom line to be deliberate about how you present information to your customers. .

Marketing 162

Marketing Customer Experience Professionals Presentation 2020 162

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173