This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].
In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery. But how does an organization, when considering a mystery shop program to assess site-level compliance, ensure maximum benefit while meeting budgetary.
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
I have lied about this. I’d wager you have, too. Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience?
I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. However, I knew it was time to begin doing it for myself more frequently.
I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. However, I knew it was time to begin doing it for myself more frequently.
Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. More often than not, customers are already upset before they contact your customer service team.
Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […].
As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.
Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year.
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.
Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.
Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […]. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.
Episode Overview. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. There are a lot of interesting aspects to my discussion with Jason, but one of the bigger ones is his hiring process, which was quite thorough.
Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is.
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.
As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers.
For the past century, cars have been an integral part of the American dream. Owning a vehicle provides more than just convenience. Cars represent freedom, fun and self-expression. At least until recently, having a car was synonymous with independence, especially for young people. All of that’s about to change. In the near future, car sharing and mobility platforms will become an attractive alternative to car ownership.
Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.
How did Michael Jordan become the best basketball player of all time? Sure, for the majority of his career, he had Phil Jackson, arguably the greatest coach of all time. Jackson refined Jordan’s skills, but it was the hours of jump shots, free throws and conditioning that Michael worked on when Phil wasn’t around that made him the greatest player of all time.
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!
Podcast Episode Overview. One of the most interesting things about this episode to me is where Scott began his pathway to the CCO role. Namely: Human Resources. You don’t see as many CCOs come from HR, but it makes sense. One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we som
So you’d like to plan a customer co-creation session… That’s great news! A lot of magic will happen when you get your customers together to share their best ideas. (If you’re not sure this is for you, consider the outstanding benefits and approach discussed last week in part 1 of this series.) But assuming you’ve figured out how […].
As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are. View Article.
The competitive activewear market is about to get a lot more crowded. According to Recode , e-commerce giant Amazon is preparing to launch its own activewear private label brands. If the rumor is true, Amazon will challenge industry leaders like Nike, Lululemon and Under Armour in the $44-billion active apparel market. Amazon’s interest in activewear shouldn’t come as a surprise given the massive growth of this space.
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.
The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching cars online, taking virtual test drives and emailing or texting dealers to find the perfect vehicle. Customers might still visit a dealership or two for a test drive, but they also might just buy the car sight unseen and have it delivered, according to dealers and industry executives who gathered recently for the Tampa International Auto Sh
Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think does a brilliant job of innovative customer-centric design.
Headcount is a tricky issue in a lot of organizations. Here’s why (usually). Because many companies are quarter-to-quarter, what typically matters is urgent need. That drives hiring. A specific team loses a specific person, or a specific team feels overwhelmed — so they need to get someone in the door to help. Some of this leads to amazing hires, and that’s good.
It's a simple question that can tell you a lot about your customers and your business. Net Promoter Score is the customer service metric to track today.
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
We organize all of the trending information in your field so you don't have to. Join 5,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
236 
Let's personalize your content