CloudCherry

AUGUST 17, 2018

How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM).

CEM 281

CEM Customer Relationship Management Customer Experience Management Customer Relationships 281

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.

Customer Service 232

Customer Service Contact Center Customer Care Technology 232

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 182

Contact Center Workshop Culture Healthcare 182

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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.

2024

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

InMoment XI

AUGUST 21, 2018

My good colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks as the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. In the world of customer experience, a smile can certainly. View Article.

Blog 225

Blog Article Customer Experience Customers 225

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Confirmit

AUGUST 21, 2018

The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of denial and avoidance over for a few days. This meant writing a list. And working things out. And measuring things with a tape measure.

Feedback 200

Feedback Measurement Customers Customer Experience 200

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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

Oracle

AUGUST 14, 2018

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences. It was a pleasure speaking with Canine Therapy Corps , Yamaha , Vitamix , as well as another one of my favorites, Pepper the Robot. Pepper is a humanoid robot manufactured by SoftBank Robotics.

Retail 174

Retail 2017 Travel Demo 174

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth. You also have to make customer satisfaction a top priority. It’s a key competitive differentiator that will increase your customer lifetime value, strengthen your brand reputation, and positively impact your bottom line

Customer Satisfaction 146

Customer Satisfaction Metrics Net Promoter Score Effort Score 146

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

GetFeedback

AUGUST 3, 2018

The point of sale is an incredibly important time for retailers to engage their customers. However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights.

Sales 199

Sales Retail Social Media Feedback 199

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

One Millimeter Mindset

AUGUST 23, 2018

Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do you know which factors these scorecards measure?

Customer Retention 133

Customer Retention Workshop Sales Measurement 133

Magellan Solutions

AUGUST 6, 2018

“We live in a world where your online reputation can be your strongest asset or your biggest liability,” a Forbes article stated. This is true as information is just a click away. Anybody can access the internet and write anything about you and your business. Now, the ultimate question is this: how to build brand reputation ? Brand reputation is pretty self-explanatory.

Brands 128

Brands Customer Service Feedback Definition 128

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors)

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Oracle

AUGUST 20, 2018

We know today’s customers are more demanding than ever. They know what a good customer experience is, and they expect it from everyone they do business with. They no longer compare you only to your direct competitor, they compare you to the best service and experience they have ever had – from anyone or any company. So, how do you create an unforgettable customer experience … an experience that makes customers want to do business with you and nobody else?

Customer Experience 138

Customer Experience Customers Hotels Interaction 138

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

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

GetFeedback

AUGUST 2, 2018

Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? It happens to everyone at some point. And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Let’s take a look at the most common pitfalls and how you can avoid them.

Sales 240

Sales Consulting Blog Information 240

One Millimeter Mindset

AUGUST 9, 2018

What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. With all the attention focused on acquiring and retaining customers, often the unsung heroes and heroines of this quest are located internally, within the organization.

Workshop 126

Workshop Innovation Culture Leadership 126

Heart of the Customer

AUGUST 13, 2018

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical […].

Customer Experience 108

Customer Experience Consulting Customers B2B 108

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

Helpware

AUGUST 7, 2018

If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising. So, making sure you are doing everything you need to do to make them happy and keep them happy is one of the best ways to grow your business.

Metrics 100

Metrics Measurement Customer Experience Net Promoter Score 100

Beyond Philosophy

AUGUST 1, 2018

I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant.

Airlines 119

Airlines Customers Travel Sales 119

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first

Customer Journey Mapping 157

Customer Journey Mapping Customer Journey Connections Customers 157

GetFeedback

AUGUST 16, 2018

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.

Metrics 195

Metrics Measurement Customer Service Customers 195

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