GetFeedback

MARCH 23, 2019

No matter what kind of business you’re in, you need to know your audience well in order to sell to them, educate them, and to ultimately retain them as loyal customers. So, how can you learn about them? Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play.

Omnichannel 223

Omnichannel Feedback Sales NPS 223

Customer Bliss

MARCH 26, 2019

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years. 1.

Leadership 181

Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing.

Insights 231

Insights CEM NPS ROI 231

BlueOcean

MARCH 26, 2019

Contact Center 197

Contact Center Engagement 197

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GetFeedback

MARCH 25, 2019

Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. While there are many ways to measure the success of your chat program, post-chat surveys are the one metric in particular that you shouldn’t skip out on because it measures what’s most important — the customer’s satisfaction. .

Net Promoter Score 186

Net Promoter Score Effort Score NPS Reference 186

Beyond Philosophy

MARCH 28, 2019

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.

Management 143

Management Consulting 2019 Banking 143

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajectory, even if it seems nonlinear, has played a critical part in their professional development. In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her b

Customer Success 131

Customer Success Management Metrics Customers 131

GetFeedback

MARCH 25, 2019

This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .

Article 195

Article Measurement Customer Service Customers 195

ShepHyken

MARCH 26, 2019

From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue… He discusses the pros and cons of chatbots.

White Paper 129

White Paper Contact Center E-support Social Media 129

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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

Beyond Philosophy

MARCH 25, 2019

At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t. We were irrational about it. Your customers are irrational, too.

B2B 133

B2B B2C Customer Experience Design Customers 133

ProProfs Chat

MARCH 27, 2019

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer.

E Commerce 108

E Commerce E-support Customer Centricity Customers 108

GetFeedback

MARCH 25, 2019

This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .

Article 150

Article Measurement Customer Service Customers 150

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. (Forbes) Customer experience is a memory.

2019 116

2019 Article Customer Service Competitive Advantage 116

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 29, 2019

Brand Or Customer Experience – what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. In fact, it is remarkable just how different our answers are. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience.

Brands 114

Brands Customer Experience Loyalty Consulting 114

MyCustomer

MARCH 29, 2019

Loyalty. 10 KPIs that demonstrate CX value better than NPS.

NPS 94

NPS Insights Customer Experience Loyalty 94

Centriam Customer Experience Lab

MARCH 28, 2019

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.

Article 122

Article Customer Experience Brands Customers 122

ShepHyken

MARCH 27, 2019

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”. Then I noticed they had four people on the lot taking orders from the people in the drive-through.

Advertising 134

Advertising Customer Service Training Reference Customer Service 134

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

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? In order to get the stamp of approval for your CX investment, you will most likely be asked to illustrate the expected return; fair.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Heart of the Customer

MARCH 28, 2019

Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. The post Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?

Books 89

Books Customer Journey Mapping Customer Journey Customers 89

Centriam Customer Experience Lab

MARCH 26, 2019

A customer experience transformation is underway at Cable & Wireless, a $3.6 billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.

Webinar 22

Webinar Wireless NPS Telecommunications 22

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Customer experience comes first. Give buyers what they want, at the right price and time — and you’ll make them buy more and stay loyal to you. The pricing process is a crucial element in building a successful shopping journey.

Retail 114

Retail Blog E Commerce Customer Experience 114

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Second to None

MARCH 27, 2019

Surveys are an efficient and low-cost method for collecting large samples of consumer data. Though creating a survey may appear to be pretty straightforward, there are countless aspects of the design process that can affect the validity of your results. The overarching goal of a survey is to collect useful data that allows one to draw conclusions, leading towards a better understanding of the customer.

Voice of Customer 85

Voice of Customer Customer Centricity Financial Consumers 85

ProProfs Chat

MARCH 29, 2019

Customer Service 109

Customer Service Customers 109

Kitewheel

MARCH 25, 2019

With the first days of spring underway, the year is already in full swing! What changes has your business made this year to improve the experience customers have with your brand? Last year, we saw incredible growth in Customer Experience (CX) investments and for good reason. CX is becoming a competitive battlefield for businesses of every size and industry.

Hotels 76

Hotels ROI Customer Journey Retail 76

Totango

MARCH 28, 2019

Escalations are the horror movie soundtrack of the subscription-based business. Their arrival signifies one thing— impending churn. Scary as they can be, however, customer complaints can actually be beneficial. Today’s customer-centered economy has increased customer expectations and left them only a click away from trying something new. The natural response is to speed up your escalation practices under the threat that if you don’t provide your customer with a quick fix, you’ll lose them.

Customer Success 79

Customer Success Customers Customer Journey Demo 79

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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