GetFeedback
JULY 24, 2018
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier.
CloudCherry
JULY 25, 2018
What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017.
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Customer Bliss
JULY 24, 2018
It’s no secret – caring is a fundamental human need that triggers positive feelings. And a recent study reveals that patterns in human brain activity associated with empathy and caring are also associated with value and reward. Caring was found to inspire helpful behaviors, which seems logical — and foundational. The “Golden Rule” idea actually underscores our entire human experience.
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
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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.
GetFeedback
JULY 23, 2018
This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JULY 26, 2018
We know how difficult it can be to unite silos within your own organization; now imagine you had to unite silos across 17 different state agencies! That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.
Retently
JULY 25, 2018
Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. Don’t worry, though – while customer experience management (CEM) can seem complex and tough to understand, we’ve got you covered with valuable insights from the experts themselves.
GetFeedback
JULY 25, 2018
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
ProProfs Chat
JULY 27, 2018
Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience. And while customer service and customer experience are fairly simple to comprehend, what about customer engagement?
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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.
ShepHyken
JULY 25, 2018
Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s what drives our business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different.
Pointillist
JULY 25, 2018
By Swati Sahai. Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed.
GetFeedback
JULY 23, 2018
Learn how to engage your prospects and improve your customer experience through an omni-channel customer journey map.
Joe Rawlinson
JULY 25, 2018
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere.
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!
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ShepHyken
JULY 27, 2018
This week we feature an article by David Martin who shares an Amazing customer service experience he had with Allbirds shoe company. – Shep Hyken. Congeniality, proactive problem-solving, and a genuine follow up made me an Allbirds fan. Here’s how Adrianna turned my purchasing gaffe into a textbook customer service experience. So here’s the problem: If you’re a regular traveler, then you know how hard it is to find good shoes for a trip.
Oracle
JULY 26, 2018
72% of businesses say improving customer experience is their top priority, according to Forrester. And there’s a good reason for it — when satisfaction is at an all time high, revenue and customer loyalty increases. Here are 4 ways brands can take their customer satisfaction to the next level. Personalize shopping experiences. According to research by Accenture , 75% of shoppers are more likely to buy from retailers that: recognize them by name, recommend options based on prior purch
Heart of the Customer
JULY 25, 2018
Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. It makes sense. Heck, that’s our name! Why wouldn’t we? But focusing only on the customer without regard to the employee experience […].
Experience Matters
JULY 25, 2018
We’re always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. In case you’ve missed any of them, here’s a collage of the infographics that we’ve already published this year. Here are the individual infographics: Six Laws of Customer Experience Mastering Customer Experience Metrics Building A Strong Voice of The Customer Program Online Training For a Customer-Centric Organization Humanize Customer Experi
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.
ShepHyken
JULY 24, 2018
The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond. ?
Oracle
JULY 23, 2018
Dear Salesperson, It’s not me, it’s you. I’m sitting here reading your 25th email and I have to say – I have just as little inclination to respond as with your first outreach. You, on the other hand, are probably thinking something along the lines of the following: “Why can’t he just answer me?” “He can at least tell me that he’s not interested, rather than ignoring me.” “Maybe if I keep reaching out he’ll respond eventually
transcosmos Information Systems
JULY 22, 2018
Excellent customer service has always been essential in business growth. To ensure that your customers will retain and speak good things about your services to other people, incorporating customer support technology should be considered such as having a service desk that will provide a single point of contact between your company and customers, employees, and business partners.
Customer Guru
JULY 25, 2018
Most often, companies are well aware of the issues their customers are facing. And at times that could be a deterrent to taking customer feedback seriously. In several of my early discussions with clients, when I ask them to read every customer comment and act on the feedback to improve customer experience, I am told “We already know what is ticking off our customers and we are working on solving those issues.
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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.
Confirmit
JULY 26, 2018
Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey” For dedicated CEM professionals, a VoC program is simply the “right thing to do” However, while some organizations just “get”
SurveyGizmo
JULY 23, 2018
From school bullying to workplace bullying, the level of unwanted and aggressive behavior is now a national conversation, placing pressure on state and local lawmakers to take legislative action. With nearly 90 percent of organizations projected by Gartner to compete solely on the basis of experience by 2020, factors that negatively impact experience must remain a top business priority.
Bizagi
JULY 24, 2018
I rely heavily on the internet in my day-to-day life; don’t we all? When I moved house, I selected a broadband provider who could offer me a good deal and a high internet speed. But the onboarding processes was atrocious – I had to wait a whole month before I had access to the internet. This meant no Netflix or on-demand TV, I couldn’t use my laptop or tablet and had to do all my browsing on my mobile phone, so I used up all my data and had to pay extra on my phone bill that month.
Wootric
JULY 27, 2018
“What grade did you get?”. Do you remember getting asked that question in grade school? Or maybe you were the one asking it? Humans like to know how they’re doing compared to everyone else. This carries over into customer experience as well. At Wootric, we advise companies on setting up an effective Net Promoter Score (NPS) program. We get asked questions about industry benchmarks all the time.
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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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