Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?

Engagement 334

Engagement Chief Customer Officer Financial Blog 334

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these ins

ROI 256

ROI Financial CEM Metrics 256

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

Alida

SEPTEMBER 26, 2018

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky. At the same time, there are several strategies you can follow to grow your business, even when disruption abounds. But before you can grow, you need to keep a pulse on your customers.

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Customer Insights Insights Books ROI 408

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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BlueOcean

SEPTEMBER 30, 2018

You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an unwritten set of rules or assumptions or, sooner or later, that relationship will come under serious stress.

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Contact Center Automotive Metrics Roadmap 192

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales. In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transforma

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Communication Chief Customer Officer 2012 Presentation 222

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these ins

ROI 225

ROI Financial CEM Metrics 225

GetFeedback

SEPTEMBER 25, 2018

It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. In order to get the insights you need to provide better service and increase retention, you need the right surveys, in the right places, at the right times.

Customer Journey Mapping 207

Customer Journey Mapping Net Promoter Score NPS Customer Journey 207

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. In fact, according to Bain’s research, 80% of business executives believe they deliver a superior customer experience—but only 8% of customers agree.

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Customer Journey Mapping Customer Journey Webinar Document 203

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Retently

SEPTEMBER 11, 2018

For every complaint you receive from a customer, there are approximately 26 other people who are unhappy with your company, but choose to say nothing. Those are clients you will most likely lose if you don’t take proper action, that is why tracking customer satisfaction metrics is critical. Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online.

NPS 130

NPS Customer Satisfaction Metrics Net Promoter Score 130

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.

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Leadership Culture Sports 2016 136

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On a recent episode of my podcast , I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expan

Chief Customer Officer 216

Chief Customer Officer Insurance Financial Technology 216

CloudCherry

SEPTEMBER 2, 2018

After browsing through your website, a customer initiates a chat with your support team. The agent answered their questions and clarified their concerns, so the customer should be happy and ready to buy. Hours later, you receive the customer’s feedback survey : a rating of 3 out of 5 stars, a recommendation of 4 out of 10, and a single line of feedback, “ The brand has what I need, but I’m dissatisfied with the check-out process.

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Sales Feedback Definition Brands 207

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

GetFeedback

SEPTEMBER 27, 2018

A few years ago, trade publications were plastered with phrases like “the retail apocalypse” and “the end is near for retail.” The reality is, retailers aren’t going anywhere. Big players like Target are experimenting with both digital channels and in-store formats. They’re building seamless, unforgettable customer experiences that consumers feel every time they walk into a store or open the app.

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Retail E Commerce Customer Experience Touchpoint 170

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. and featured renowned speakers such as Seth Godin, Kindra Hall and Alexandra Samuel.

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2018 Insights Innovation Feedback 145

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition.

Automotive 641

Automotive Competitive Advantage Customer Service Training Customer Service 641

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry. Apple’s continual focus on improving its Net Promoter Score has produced significant results for the company.

NPS 117

NPS Net Promoter Score Loyalty Omnichannel 117

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 Insights

Customer Bliss

SEPTEMBER 20, 2018

Do you lead your business by thinking about your customers’ wants and needs? Are you putting the customer first? In today’s episode, we revisit two conversations with CX leaders representing global organizations about defining customer-obsession. In this work, defining customer-obsession means putting the customer at the center of your work. .

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Chief Customer Officer Culture Presentation Customers 131

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

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Webinar 2017 Financial Measurement 186

GetFeedback

SEPTEMBER 24, 2018

Customer experience has never been more important. The way people buy has changed, but unfortunately most businesses are still trying to sell things the old way. Not too long ago Google brought out the term ZMOT, which refers to the point in the buying process when the consumer learns about a product before the seller even knows about them. Thanks to the internet every customer now has a voice and a wider selection of choices.

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Social Media Consumers 2016 Events 170

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit. Scott opened the annual event by inspiring the people in the room to use their expertise in customer intelligence to provide more value to their organizations.

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Entertainment Customer Relationships 2018 Insights 133

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Who would have thought that in 2018, with all the technological evolutions we have already lived through in the past 10-15 years, from Cloud Computing, Smartphones, Social Media, Drones, Big Data, Virtual Reality(VR), Artificial Intelligence (AI) and the Internet Of Things (IoT),

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Blog Customer Experience 2017 Social Media 111

TechSee

SEPTEMBER 26, 2018

The world may be enamored with bots at the moment, but they’ve actually been around for quite some time. The first bots were used in the finance industry more than a decade ago, automatically buying and selling equities based on key market indicators. It was a novel concept at the time, but the technology is now ubiquitous in the industry, with the financial robo-advice market projected to grow to $7 trillion by 2025, according to CNBC.

E Commerce 107

E Commerce E-support 2025 Fashion 107

ProProfs Chat

SEPTEMBER 28, 2018

More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. Goes on to show that businesses shouldn’t take customer service for granted. After all, no one in the competitive market can afford to lose its customers. And all though it’s a given fact, we still witness how customers leave a business after having one bad experience.

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B2B Consumers Communication Sales 106

CloudCherry

SEPTEMBER 6, 2018

Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers.

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Definition 2019 NPS Financial 221

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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