CloudCherry

SEPTEMBER 2, 2018

After browsing through your website, a customer initiates a chat with your support team. The agent answered their questions and clarified their concerns, so the customer should be happy and ready to buy. Hours later, you receive the customer’s feedback survey : a rating of 3 out of 5 stars, a recommendation of 4 out of 10, and a single line of feedback, “ The brand has what I need, but I’m dissatisfied with the check-out process.

Sales 207

Sales Feedback Definition Brands 207

GetFeedback

SEPTEMBER 6, 2018

Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

Alida

SEPTEMBER 6, 2018

The retail apocalypse may just have to wait. Reports of the industry’s collapse have made business headlines for the past year, with one Business Insider article proclaiming, “The retail apocalypse has descended on America,” while a Bloomberg article claimed retail’s decline is “really just beginning.”. But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely.

Retail 243

Retail E Commerce 2017 2018 243

Customer Bliss

SEPTEMBER 6, 2018

In my new 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. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences.

Presentation 111

Presentation Chief Customer Officer Blog Information 111

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CloudCherry

SEPTEMBER 6, 2018

Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers.

Definition 221

Definition 2019 NPS Financial 221

Beyond Philosophy

SEPTEMBER 6, 2018

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line. For our recent podcast we invited a special guest to join us. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers.

Marketing 21

Marketing 2011 Transportation Consumers 21

Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. With a background in business and technology, Bob is an extremely senior executive leader with many years of experience leading and guiding not only what goes inside of an organization, but also in how he tells the customer story and engages leaders in a graceful way.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

CloudCherry

SEPTEMBER 7, 2018

18 months ago Utah was a place I might have struggled to pick out on the map. Everyone in Utah seemed to like starting CX companies but that was as much as I knew about the place. Yet, the wheels of fortune were turning and leading us to our eventual home in Salt Lake City. This round of capital is the result of a journey we started more than 18 months ago when we got our first real round of institutional capital and dreamt of building a global company.

Brands 150

Brands Technology Marketing Customer Experience 150

GetFeedback

SEPTEMBER 5, 2018

These days, people engage with brands through a number of different avenues, especially digital channels like social media, emails, and live chat. And in order for brands to grow and build meaningful relationships with their customers in today’s industry, they need to be available on these various channels by adopting an omnichannel approach. What is the omnichannel approach?

Omnichannel 150

Omnichannel Touchpoint Social Media Rewards Programs 150

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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

ShepHyken

SEPTEMBER 4, 2018

Bend Over Backwards For Your Customers. How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??. Top Takeaways: You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity.

Hospitality 98

Hospitality Customer Experience Customer Service Management 98

UJET

SEPTEMBER 7, 2018

Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.

2018 122

2018 Customer Service Customers Contact Center 122

Retently

SEPTEMBER 6, 2018

One of the biggest advantages of Net Promoter Score © is its versatility. Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. This brings up an interesting question: Is it better to survey customers on a regular basis, such as for instance bi-annually, or after an important event or transaction?

NPS 87

NPS Net Promoter Score Events Touchpoint 87

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

Employee Experience 150

Employee Experience Connections Customer Experience Customers 150

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

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

Blog 89

Blog Demo 2018 Reference 89

Customer Enthusiast

SEPTEMBER 4, 2018

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores. I think it’s misguided to suggest, for instance, that insurance companies are doomed to poor OSAT due to the tension that exists between paying out (i.e., settling cla

Airlines 78

Airlines Insurance Telecommunications Government 78

Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry.

Customer Service 81

Customer Service 2018 Customers Customer Experience 81

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

Employee Experience 150

Employee Experience Connections Customer Experience Customers 150

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

ShepHyken

SEPTEMBER 3, 2018

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. Companies Offering Convenience Are Taking Over The World by Shep Hyken. (LiveChat) I think that there is a revolution taking place in the world of business.

Article 79

Article 2018 Customer Service Hospitality 79

LoyaltyPlus

SEPTEMBER 5, 2018

Recognising, rewarding and retaining ‘high value customers’. Leading software solutions provider and independent CRM firm LoyaltyPlus offers practical advice and insight. In an increasingly tough economic environment, businesses must do all they can to not only attract new customers, but look after existing ones – especially those who are categorised as ‘high value’ or absolutely essential to the survival of the business.

Sales 76

Sales Customers Customer Satisfaction Insights 76

Answer Dash

SEPTEMBER 3, 2018

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. In this new context, customer expectations are higher than ever. Particularly when it comes to their experience on eCommerce sites, users have no patience for any kind of friction or poor user experience (UX) - and they’ll bounce and go to your competitor’s site without batting an eyelash if your pages fall below their expectations.

Customer Service Representative 79

Customer Service Representative Online Experience Consumers Customer Expectations 79

GetFeedback

SEPTEMBER 5, 2018

Omnichannel is more than a buzzword. It represents a shift in the way we companies engage customers. Learn why more and more brands are adopting it.

Omnichannel 150

Omnichannel Brands Engagement Customers 150

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Oracle

SEPTEMBER 6, 2018

Engagement positively influences how customers feel about your business – especially the omnichannel kind. According to Harvard Business Review , customers that are engaged on multiple channels spend 4% more in-store and 10% more online as single-channel shoppers. But how do you stay close and scale simultaneously? Here are 3 strategies to maintain a deep understanding of your customer and strong customer engagement as you grow.

Customer Engagement 78

Customer Engagement Engagement Social Media Omnichannel 78

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer Centricity 71

Customer Centricity Customer Satisfaction Social Media 2011 71

transcosmos Information Systems

SEPTEMBER 5, 2018

During ancient times when the internet was but a fledgeling piece of technology, man relied on archaic ways like the reliable word-of-mouth when looking for reviews about certain consumer products or services before procuring them. If you need to purchase a new television, you ask a relative, a friend or a co-worker to help you make that decision. These days, things are done differently.

Social Media 69

Social Media E-support Document Customer Service Strategies 69

ReviewTrackers

SEPTEMBER 5, 2018

Succeeding in the restaurant industry requires a boost in online presence, which is why it’s important to list your establishment on Zomato Business. The dining-focused website lists over one million restaurants in 10,000 cities and across 24 countries. Aside from the standard offering of business listings and customer reviews, Zomato also offers other features including delivery service and a point-of-sale system (POS). .

2015 70

2015 Feedback Information Management 70

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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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