CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk. Not at all. ."

Connections 140

Connections Culture Metrics Employee Experience 140

eglobalis

APRIL 6, 2025

In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches. Harvard Business Review , MarchApril 2018. McKinsey Quarterly , October 25, 2018. link] Hochstein, Bryan et al. Toward Healthier B2B Relationships.

Contact Center 271

Contact Center B2B Competitive Advantage 2023 271

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Experience Matters

AUGUST 21, 2018

We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. The post Report: ROI of Customer Experience, 2018 appeared first on Customer Experience Matters®.

ROI 100

ROI 2018 Net Promoter Score Customer Experience 100

eglobalis

AUGUST 13, 2024

By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. The emotional connection is further strengthened by Apple’s customer-centric approach and consistent quality. However, until 2018 the experience varied by region. Apple: Apple’s brand loyalty is legendary.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Leaders must engage employees to deliver a great experience. ” @jeanniecw”].

Leadership 283

Leadership Culture Customer Centricity 2019 283

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction. Make it right the first time.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

PeopleMetrics

JANUARY 13, 2025

Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. Lets revisit Lesson #1 with fresh eyes, exploring how AI is reshaping customer listening and action, and why human connection remains irreplaceable. And the list goes on.

Customer Centricity 71

Customer Centricity 2025 2018 Culture 71

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Using each connection with customers for multiple purposes (without annoying anyone), speeds research and service at reduced cost. Here are three things we should be watching for in 2018. Take a look. . Colin Taylor.

2018 111

2018 Omnichannel 2017 Customer Centricity 111

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. A: This is the perfect time of year to carve out some time to gain clarity of vision and focus for what you wish to create for 2018. In 2018, SMBs must improve their to ensure they are on the right road to success. Q: Fill in the blank. Then DO it!

2018 110

2018 Customer Experience Social Media Consulting 110

ShepHyken

FEBRUARY 25, 2025

But back in 2018, it announced a new policy due to customers abusing its generosity.By Connect with Shep on LinkedIn. There needs to be reasonable conditions, making an offer thats reasonable for the customer to understand and expect. For example, L.L. Bean had a lifetime satisfaction guarantee.

Workshop 132

Workshop 2018 Customer Service Training Feedback 132

ShepHyken

OCTOBER 22, 2018

G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon. The post 5 Top Customer Service Articles for the Week of October 22, 2018 appeared first on Shep Hyken.

Article 22

Article 2018 Customer Service Consulting 22

Alida

SEPTEMBER 21, 2018

Human connections are important. At Summit, Michelle Gandolf, director of market research and insights, shared stories from Cleveland Clinic’s journey. She reiterated the importance of forging mutually beneficial partnerships with stakeholders.

2018 145

2018 Insights Innovation Feedback 145

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Leaders must engage employees to deliver a great experience. Transformation.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

AUGUST 23, 2018

“Fully connected” customers are 52% more valuable than those who are “highly satisfied,” according to Harvard Business Review research. October 9-12, 2018 | Austin, TX. Why does it matter to really identify these touchpoints and understand the emotional outcomes for customers?

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

ShepHyken

NOVEMBER 12, 2018

The author of this article shares four ideas to better connect your marketing efforts and CX efforts to your front line. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. The post 5 Top Customer Service Articles for the Week of November 12, 2018 appeared first on Shep Hyken.

2018 95

2018 Article Customer Service 2019 95

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

Many dashboards and reports don’t mention or track anything connected to customers. That sense of purpose is what allows each person on their team – from the park greeter to the sous chef to the cleaning crew – to connect their role with the bigger experience. It’s all about operations, processes, and financials.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Experience Investigators by 360Connext

NOVEMBER 16, 2018

CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

2019 236

2019 Contact Center Customer Journey 2018 236

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Increase Revenue. Importance of Journey Mapping.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Follow on Twitter: @Hyken.

E Commerce 93

E Commerce 2018 Article Customer Service 93

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world.

2018 121

2018 Customer Experience Customer Centricity Culture 121

GetFeedback

SEPTEMBER 18, 2019

Reading this told me that effort is not the only important element of great customer experience; a strong emotional connection to the brand is also key. . Emotional connections will help the bottom line. This is where the emotional connection and human touch really goes a long way. . Most of the time the answer will be no.

Loyalty 257

Loyalty Touchpoint Books Article 257

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Simple, but a really nice way to connect with customers in an unexpected way. Christopher Moloney (@Moloknee) September 2, 2018. I love this example from Southwest Airlines. Employees wrote and tied hand-written thank you notes to baggage that travelers collected after their flight. Great company! pic.twitter.com/LuzWHH4Lgt.

2020 372

2020 Airlines Social Media Hotels 372

GetFeedback

JULY 23, 2018

Retail is changing in 2018. In 2018, retailers are moving toward an omni-channel model of customer engagement that caters to customers across multiple platforms. This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. What’s key? Deliver an omni-channel experience.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Connect with her: www.cx-journey.com It’s an interesting mix of industries at the top. She has worked with both B2B and B2C brands in a multitude of industries.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. Also, feel free to connect with me on LinkedIn. Please share your company’s journey and experience with silos and your thoughts.

2020 446

2020 Customer Journey Mapping Culture Innovation 446

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. Do you trust your partners?

Download 185

Download Chief Customer Officer Workshop Books 185

Alida

FEBRUARY 22, 2017

the way in which two or more people or things are connected or the state of being connected,” and 2. billion in market value by 2018. Defining customer relationships is a necessary step in delivering what customers truly want—and driving business results. The Oxford dictionary offers two notable definitions of relationships : 1.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

CX Accelerator

NOVEMBER 21, 2018

To help me do just that, I challenged our CX Accelerator community members to articulate what they are most thankful for in 2018. Check out our community page here and Cheers to a fantastic 2018! This is a truth we should be thankful for and to celebrate! It fills my heart to read over these!

2018 140

2018 Contact Center Connections Sales 140

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. If applicable, try to connect them to their customer success manager (CSM) to further assist them. Let’s put it all together: sample transcript.

Customer Service 236

Customer Service Customers Presentation 2018 236

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. To get internal buy-in for new initiatives, CX professionals need to connect solutions to customer pain points with corporate KPIs that those initiatives will address. Retail is far from dead.

Retail 189

Retail 2018 ROI Touchpoint 189

GetFeedback

MAY 5, 2019

Introducing Plenti Reward system that lasted from 2015 to 2018, American Express has let their clients earn and redeem loyalty points. Connect with him on Twitter and LinkedIn. . And there’s nothing that keeps customers excited about your brand like providing them both with high-quality products as well as some awesome surprise gifts.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

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? Understanding how a customer feels means really listening to them, observing their behavior and connecting emotionally. Instead, they care about convenience, connections and compassion. Customer Experience Teams Grow Up.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

BlueOcean

JANUARY 22, 2019

In 2018, Nike gave us all a master class in taking a stand. Continuous connectivity has accustomed all of us to expect immediate gratification – and “consumer unrest” is mounting. Consumers expect the brands they support to be more engaged – that means going beyond an annual charitable donation or community service day.

2019 204

2019 Consumers Customer Experience Contact Center 204

ShepHyken

DECEMBER 20, 2018

Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. They discuss the impact that words have on human connection and customer service. Give A Valuable Gift: The Top 10 Business Books For 2018.

Article 123

Article Customer Service 2018 Books 123

Connective DX

JANUARY 31, 2020

January 31, 2020 – Boston, MA – Connective DX , a PK Company , and Sitecore Certified Platinum Partner, is excited to announce that two of its team members, Madhu Anbalagan and Jeff Cram, have been named Sitecore Most Valuable Professionals for 2020. Madhu has served as a Senior Software Engineer at Connective DX since 2018.

Connections 80

Connections 2019 2020 Healthcare 80