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. Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-invest

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

CloudCherry

MARCH 19, 2018

In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? By value, I mean more referrals, repeat business, higher revenue, and greater profitability.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

Experience Investigators by 360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.

Feedback 259

Feedback Social Media Communication Customer Centricity 259

BlueOcean

MARCH 26, 2018

Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads. In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. And the new world of AI is creating out-of-this-world efficiencies for businesses who are leveraging it effectively.

Customer Service 168

Customer Service Brands Call Center Healthcare 168

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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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Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.

Transportation 178

Transportation Culture Article Books 178

Alida

MARCH 8, 2018

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception. Our customer experience team recently embarked on an exercise to create our own personas.

Customer Journey Mapping 150

Customer Journey Mapping Document Customers Feedback 150

CloudCherry

MARCH 8, 2018

Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.

Customer Experience 236

Customer Experience Loyalty Customers 236

ShepHyken

MARCH 7, 2018

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.

Customer Service Representative 183

Customer Service Representative Banking Social Media Customer Service Training 183

Win the Customer

MARCH 22, 2018

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.

Customer Service 144

Customer Service Social Media Customers Consumers 144

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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

Experience Investigators by 360Connext

MARCH 5, 2018

Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.

Sports 161

Sports Leadership Consulting Sales 161

Customer Bliss

MARCH 22, 2018

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel,” is a great quote from Maya Angelou, that Claudiu Coltea , EVP and Head of Customer Experience for Citizens Financial Group, shared while answering the pay-it-forward question, that I ask in every podcast interview, “what do you know now that you wish you knew then?

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.

Retail 83

Retail Information Consumers Connections 83

CloudCherry

MARCH 8, 2018

Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.

Customer Experience 220

Customer Experience Loyalty Customers 220

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

Beyond Philosophy

MARCH 23, 2018

Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.

Airlines 124

Airlines Management Transportation Reference 124

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Ultimately, your organization needs to train employees to optimize each individual interaction, in order to churn out as many brand ambassadors as possible. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Experience Investigators by 360Connext

MARCH 15, 2018

The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey.

Connections 160

Connections B2B Fashion Touchpoint 160

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership you’ll bring to the organization, and are prepping for that.

Chief Customer Officer 189

Chief Customer Officer Leadership Books Definition 189

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 Guru

MARCH 27, 2018

Written by Vivek Jaiswal | Co-founder, Customer Guru. What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. The answer isn’t simple because improving customer experience takes time and there is no shortcut to it.

Customer Experience 114

Customer Experience Measurement Customer Centricity Voice of Customer 114

Joe Rawlinson

MARCH 28, 2018

Multivariate testing (including A/B testing) is a technique used to identify the best performing campaigns on your marketing inventory. Such testing tools can be used to identify the ad copies, landing pages and even Call-To-Action (CTA) buttons that perform the best. The way to do this is simple – marketers pick two or more variations of the component to optimize (ad copy, landing page, etc.) and make these variations available to a random group of website visitors who belong to the same

Apparel 110

Apparel Net Promoter Score Customer Experience Customer Service 110

Customer Alignment

MARCH 2, 2018

In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and provided lots of extra sources, if you want to dive deep into the topic.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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

ProProfs Chat

MARCH 30, 2018

Whenever you plan to open up a business, what’s the first thought that strikes you? Do you plan on achieving a certain goal in a specific period? Do you wish to achieve great profits and start gaining a good head start over other newbies in the market? Or do you plan to open a business with an objective of expanding it on a global level? Lot of speculations to keep up with, isn’t it?

Customer Satisfaction 111

Customer Satisfaction Contact Center Net Promoter Score Customers 111

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Guru

MARCH 21, 2018

The days when a customer service (CS) team was strictly responsible for handling complaints from customers are long past. In this new market, your CS team has to handle plenty more than unruly and unhappy customers. Besides handling complaints, it also needs to focus on an even bigger role by taking the lead in sculpting an amazing customer experience, which ultimately cultivates high customer satisfaction that will also create customer promotion through additional recommendations and referrals

Customer Service 117

Customer Service Customer Service Strategies Fashion Customers 117

Beyond Philosophy

MARCH 16, 2018

You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense.

Reference 106

Reference Books Consulting Blog 106

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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