Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. Who is listening to them and encouraging them to innovate around service? CX Investigators (@360Connext) October 4, 2017. But embracing that tension means innovating to the best possible solution. cxday #custexp pic.twitter.com/cxdCaGEpzn. Embrace the tension.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

GetFeedback

JULY 24, 2018

If a customer expects great service and innovative products but the company fails to deliver, they’ll quickly regret their decision to buy. Editor’s Note: This post was originally published in September 2017. It’s their job to deliver on that brand promise and attend to any issues that crop up along the way.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? Proactive experience reliability and innovation. What are you thinking about for 2017 in terms of driving your customer experience? Align around experience. This is a flaw.

Management 152

Management 2017 Books Leadership 152

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Innovation around AI will be the next great frontier, so your organization better be looking to this future quickly. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Customer Bliss

AUGUST 17, 2017

Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. I don’t see many successful 2017 companies built on drones. Valuing employees simply for deliverable work just gets you drones. Make your own Amazon joke here.).

Airlines 191

Airlines 2017 Culture Books 191

Customer Bliss

NOVEMBER 23, 2016

Proactive experience reliability and innovation. The Reality Check Audit And 2017 Goals. It’s entirely possible your team already did 2017 strategy planning (I’ve often seen that happen in September at a lot of companies), but the holidays and New Year’s are always a time we reflect and look forward.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 186

Webinar 2017 Financial Measurement 186

ShepHyken

AUGUST 14, 2017

My Comment: Innovation is a big word in business today. Read this article about five ways successful retailers have innovated to make a better CX. Even if you’re not in the retail industry, these examples may kick-start a good conversation around creativity and innovation. The answer lies in improving Customer Experience (CX).

2017 81

2017 Article Customer Service Retail 81

Magellan Solutions

JUNE 19, 2017

Held at the International Convention Centre in Sydney, Australia, CEO Chua participated in CeBIT 2017—the largest business technology event in Australia—along with other Philippine delegates. CEO Chua also joined the Philippine delegation in the 2017 Software Development Expo and Conference (SODEC) in Japan. and Startrek. and Startrek.

2017 78

2017 Telecommunications Call Center Workshop 78

ShepHyken

DECEMBER 18, 2017

The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova. The post 5 Top Customer Service Articles For the Week of December 18, 2017 appeared first on Shep Hyken. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

2017 79

2017 Article Customer Service Customer Journey Mapping 79

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. This particular article focuses on the Facebook Messenger chatbot and marketing.

2017 17

2017 Article Customer Service Social Media 17

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The Importance of Innovation in Healthcare. Companies must continue to innovate, even after they have grown and matured, Joel suggests.

Healthcare 101

Healthcare Innovation Marketing 2017 101

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. Ted Rubin, keynote speaker and acting CMO at Brand Innovators. ” How to win the CX war in 2017.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

ShepHyken

MARCH 27, 2017

Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. The post 5 Top Customer Service Articles For the Week of March 27, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

JANUARY 30, 2017

Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. The post 5 Top Customer Service Articles For the Week of January 30, 2017 appeared first on Shep Hyken.

2017 81

2017 Article Customer Service Airlines 81

Oracle

NOVEMBER 27, 2019

Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Revolutionizing the drive-thru experience. The future of retail.

Retail 74

Retail Innovation 2019 Multi-Channel 74

ShepHyken

AUGUST 28, 2017

Antavo) Online eCommerce giants are moving into the offline sphere and we’re seeing more and more innovative solutions based on Big Data. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai.

2017 81

2017 Article Customer Service Contact Center 81

ShepHyken

NOVEMBER 13, 2017

5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner . Whether you have an onsite or online retail business, you should read and study this article that includes five innovative ways that you can improve customer loyalty. Benioff had some important ideas. To stay successful, we must change the way we’ve always done business.

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

JULY 17, 2017

Office of American Innovation Targets Federal Customer Service by Frank Konkel . Nextgov) The White House Office of American Innovation has its crosshairs set on improving federal customer service, a major challenge because of the government’s “near monopoly ” in providing poor service delivery. Follow on Twitter: @Hyken.

2017 30

2017 Article Customer Service Net Promoter Score 30

ShepHyken

NOVEMBER 27, 2017

Josh Linkner, innovation guru, shares four core ideas that build loyalty. The post 5 Top Customer Service Articles For the Week of November 27, 2017 appeared first on Shep Hyken. Just follow this four-step approach, and you’re sure to create wild raving fans. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

Alida

MAY 8, 2018

But most organizations have a lot of work to do, and other research, including one from Forrester, indicates growth in (CX) innovation has flatlined. The good news is the CMO Council stats suggest it’s possible to improve CX, and some companies have done it well. CMOs still don’t have a single view of the customer.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

ShepHyken

OCTOBER 2, 2017

Conventional wisdom thwarts progress and innovation – in everything, including customer service! The post 5 Top Customer Service Articles for the Week of October 2, 2017 appeared first on Shep Hyken. Great concepts here. What you believe to be true may be holding you back. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

ShepHyken

JUNE 26, 2017

Innovation expert Josh Linkner calls this question a “difference maker” – a question that could boost your company and career. The post 5 Top Customer Service Articles For the Week of June 26, 2017 appeared first on Shep Hyken. A simple phrase that’s easy to say, but may require a mindset shift to fully embrace: How Can I Help?

2017 15

2017 Article Customer Service E Commerce 15

Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience. — Slush (@SlushHQ) 30 November 2017. "Each Lavas (@lavas) 29 November 2017.

2017 102

2017 Insights Healthcare Events 102

ShepHyken

JULY 24, 2017

5 Fresh Examples of Customer Experience Innovation by Blake Morgan. The post 5 Top Customer Service Articles for the Week of July 24, 2017 appeared first on Shep Hyken. Of course, those three words are good, but there is so much more to great customer service than just being nice. But, it’s a great start. concept in action.

2017 28

2017 Article Customer Service Loyalty Programs 28

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial Measurement 150

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial 2018 150

Customer Guru

DECEMBER 13, 2017

Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. had a budget of over £501k for investments in CX initiatives in 2017.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Customer Bliss

DECEMBER 8, 2016

Then, for 2017, fix those issues. Office holiday party: Reliability and innovation. Then, on top of that, innovate a little bit. I’m riffing now, but be innovative. Make a list of the issues by listening to those who attended. In short, provide the things that people expect (reliability). Photo booth. Photo booth.

2017 135

2017 Innovation Leadership Blog 135

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. Open source platforms and inter-industry collaboration will nurture innovation and ease the path to mass adoption.

Marketing 111

Marketing Wireless 2017 2016 111

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” In fact, twice as many brand scores fell as rose.

Leadership 227

Leadership 2016 Insurance 2017 227

Customer Bliss

DECEMBER 20, 2016

Creating innovative cultures with empowered & passionate employees aligned to customers. It’s a great document and I definitely encourage you to download it if you want to enter 2017 on the right foot. Our #1 goal is to earn customers’ business for life! You can grab it below.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla brings innovation When you drive a Tesla, your concept of what a car should be is irrevocably shaken. This huge success actually shows us the big picture of how markets work.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Beyond Philosophy

OCTOBER 24, 2016

However, with car buyers, the fact that the Tesla Model 3 debuted this Spring with delivery not scheduled until the end of 2017—over a year later isn’t a problem. Despite their heavy losses in R & D, they continue to maintain a reputation for being innovative. Tesla announced that the self-driving car is here.

Insights 167

Insights 2015 Books 2016 167

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Is your customer strategy for 2017 ready and scalable? Hopefully you have eyes on a customer strategy for this year. If not — or if you’re in the earlier planning stages of it — let me run through an approach I use with a lot of clients (and have used in my own work in companies).

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Churn refers to the percentage of customer attrition over a specific period of time.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141