CX Accelerator

FEBRUARY 2, 2020

By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. 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). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 320

Customer Experience Tourism Customer Journey Mapping Entertainment 320

Customer Bliss

FEBRUARY 11, 2020

In my 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. To start defining your legacy and your “Three Blocks Long,” click here for downloadable worksheets.

Chief Customer Officer 218

Chief Customer Officer Download Document Leadership 218

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 195

Technology Social Media 2016 Interaction 195

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.

Customer Focused 142

Customer Focused Customer Service Training B2B Customers 142

Advertisement

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 178

Customer Experience Customer Experience Management Customers Management 178

Second to None

FEBRUARY 4, 2020

One of the most unfiltered ways of observing and analyzing the customer experience within your brand is to employ mystery shopping programs. While this field can be controversial, considering the many scams that are run under the guise of mystery shopping, many consider it as a great way to help bring in supplemental income. The first thing you should know when considering becoming a mystery shopper is that scams are not an issue when working with reputable mystery shopping companies.

Customer Centricity 118

Customer Centricity Voice of Customer Retail Consulting 118

Customer Bliss

FEBRUARY 18, 2020

In my 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. For the previous video about this topic, click here to read the transcript and access the video.

Chief Customer Officer 248

Chief Customer Officer Customer Relationships Presentation Customer Journey 248

Beyond Philosophy

FEBRUARY 27, 2020

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .

Financial 187

Financial Consulting Insurance Books 187

ShepHyken

FEBRUARY 5, 2020

What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it. In his words, “It’s like the last gas station you’ll see for miles as you enter the desert. Maybe you stop and make sure you have a full tank of gas.

Customer Service Training 141

Customer Service Training Customers Customer Service Information 141

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Customer Success 118

Customer Success Metrics Customer Journey Measurement 118

Interactions

FEBRUARY 6, 2020

What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging participants hands in freezing water for 60 seconds.

Customer Care 118

Customer Care Interaction Events Engagement 118

ProProfs Chat

FEBRUARY 21, 2020

I love using live chat because it’s simple, easy, and helps me get a solution instantly. But what about you out there, reading this? Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time.

Brands 110

Brands Measurement Customer Service Customer Expectations 110

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1.

CEM 109

CEM Customer Journey Insights Sales 109

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

ShepHyken

FEBRUARY 19, 2020

In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well. But on a day to day basis, amazement happens when you deliver experiences that are consistently and predictably above average.

Customer Service Training 149

Customer Service Training Customer Service Information Customer Focused 149

Thematic

FEBRUARY 12, 2020

Before we get into the nitty gritty detail of Unified Data Analytics, let’s remind ourselves of the cautionary tale of one of pioneers of the Internet… Have you ever heard of Netscape? This company, which created one of the first web browsers, is most famous for its downfall: Once owning 90% of the market, within a few years it lost almost all of it.

NPS 144

NPS Feedback Customer Satisfaction Technology 144

SurveySparrow

FEBRUARY 6, 2020

2020 has settled in and with the New Year has come a whole new decade! Now, looking back, SaaS companies have had quite a ride in the decade that passed by. The graph’s been rising up and as per studies conducted, by 2018, around 89% of the world’s business enterprises were already using SaaS solutions. The flexibility, accessibility, cost-effectiveness and the wide range of features offered by cloud-based SaaS enterprises are luring more and more organizations as each year passes by.

2010 107

2010 2020 Sales 2017 107

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

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. A question that every business is seeking an answer to. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Experience Matters

FEBRUARY 21, 2020

Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric. Instead, the key to success is the program that is wrapped around those numbers (see our 5 steps for an effective CX metrics program).

Metrics 103

Metrics Leadership Engagement Management 103

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. . We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

Innovation 162

Innovation Social Media Technology Brands 162

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization. Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.

E Commerce 129

E Commerce Culture Customer Centricity Customer Voice 129

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

Totango

FEBRUARY 25, 2020

A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony. Just as the individual musicians and sections of an orchestra must work well together to make good music, the employees and departments of an organization must work well together to do good business.

Customer Success 101

Customer Success Customer Service Customers Communication 101

Interactions

FEBRUARY 20, 2020

First off, let’s start by establishing that digital transformation for customer experience is truly a transformation. It’s not as simple as adding an additional channel such as a chatbot, but more about elevating the entire customer experience. This requires backend integration and process design across all (existing and new) channels and touchpoints to create a seamless and effortless digital experience. .

ROI 93

ROI Customer Journey Technology Touchpoint 93

ProProfs Chat

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too. At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media.

Multi-Channel 106

Multi-Channel Customers Social Media Definition 106

Up Your Service

FEBRUARY 26, 2020

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements. For some, these words represent a true transformation of organization and culture.

Culture 98

Culture Customer Centricity Customers Innovation 98

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.

Marketing