Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES). You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it.

Metrics 162

Metrics Net Promoter Score Customer Experience NPS 162

GetFeedback

NOVEMBER 5, 2018

If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization.

Customer Journey Mapping 220

Customer Journey Mapping Customer Journey Touchpoint Measurement 220

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

Customer Experience 162

Customer Experience Banking Transportation Entertainment 162

Customer Bliss

NOVEMBER 6, 2018

In my 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. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly,

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

Advertisement

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

ShepHyken

NOVEMBER 6, 2018

Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.

Omnichannel 121

Omnichannel Contact Center Touchpoint Leadership 121

Beyond Philosophy

NOVEMBER 8, 2018

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer Centricity 154

Customer Centricity Transportation Consulting Presentation 154

CloudCherry

NOVEMBER 9, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! Apple is well known for having some of the most loyal fans. People stream their annual product announcements during their breaks at work and line up for days to purchase the latest iPhone. This loyalty translates to an insanely high Net Promoter Score (NPS).

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .

Chief Customer Officer 147

Chief Customer Officer Banking Document B2B 147

InMoment XI

NOVEMBER 7, 2018

Lehi, Utah—Nov. 4, 2018—The Salt Lake Tribune named MaritzCX, Utah’s customer experience company for big business, a 2018 Top Workplace. Only 85 Utah companies earned Top Workplace recognition this year. “Because our business is customer experience measurement and improvement for the world’s largest companies, we know our staff has extremely high expectations for their personal work environment,”.

2018 75

2018 Measurement Article Customer Experience 75

Advertisement

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

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task. It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can

Blog 102

Blog E Commerce E-support Article 102

TechSee

NOVEMBER 6, 2018

What is augmented reality remote assistance? Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily view or control a computer or a mobile device over a network or the Internet in order to help solve software issues.

Call Center 104

Call Center Insurance Customer Satisfaction Document 104

Lumoa

NOVEMBER 7, 2018

Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.

Metrics 120

Metrics Customer Experience NPS Customer Retention 120

InMoment XI

NOVEMBER 5, 2018

Best Practices Create Business Results Customer Experience Manager at Indiana Farmers Insurance, Jennifer Rulon, talks about how customers became core to their business through cultivation of their CX program with platform use and market research analysis. Hear how Indiana Farmers Insurance has responded directly to feedback in real time, grown their net promoter score.

Insurance 150

Insurance Net Promoter Score Customer Experience Management Article 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

NOVEMBER 7, 2018

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Technology has taken us to a new level of pizza ordering.

2008 98

2008 Books Customer Service Training Technology 98

The DiJulius Group

NOVEMBER 7, 2018

The DiJulius Group held our annual Customer Service Revolution October 24th and 25th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year was The DiJulius Group’s 10th conference with the highest ratings ever.

Article 86

Article Customer Service Brands Customers 86

Beyond Philosophy

NOVEMBER 9, 2018

We all know the retail landscape is changing. But what should it be changing to? What are the opportunities and problems? Colin and Ryan interview Amit Sharma, CEO of Narvar, about how retailers can create emotional connections with shoppers in a technology-driven world. Colin will reveal how you can benchmark your organization performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.

Retail 110

Retail Connections Technology Customer Experience 110

Chattermill

NOVEMBER 4, 2018

How NLP, ML and Deep Learning Can Transform Your CX Strategy. by Sam Frampton. on 5 Nov 2018. Deep Learning. Natural Language Processing. Machine Learning. Customer Experience. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

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

NOVEMBER 5, 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. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. (The Michelli Experience) Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite

Article 89

Article 2018 Customer Service Airlines 89

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive. And potentially thrive. In spite of employee and customer churn.

Customer Retention 71

Customer Retention Culture Workshop Banking 71

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years.

Interaction 221

Interaction Telecommunications 2018 2013 221

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

Customer Experience 74

Customer Experience Banking Transportation Entertainment 74

Advertisement

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.

Customers

Omnicus

NOVEMBER 4, 2018

Acquire and retain more customers with an outstanding customer service team.

Customer Service 74

Customer Service Customers Customer Experience 74

One Millimeter Mindset

NOVEMBER 5, 2018

When we create collaborative workplace experiences, we create better and better customer experiences. This is common sense. You know it. I know it. Yet this scenario is not quite how things happen in the workplace, is it? Realistically, each Monday morning, very few of us wander into an oasis of collaboration and harmony. Rather, we intentionally – or unintentionally – get dragged into the workplace-as-a-battleground.

Customer Experience 70

Customer Experience Entertainment Workshop Customer Retention 70

Ann Michaels and Associates

NOVEMBER 3, 2018

High-quality customer service is essential to growing your brand and setting your company apart from the competition. When a customer has a bad experience, you can be sure their friends, families and colleagues will know about it faster than ever thanks to the internet. Customer service is the human face, or voice, of your brand so make the first interaction a positive one.

Brands 69

Brands Customer Service Poor Customer Service Customer Service Representative 69

Centriam Customer Experience Lab

NOVEMBER 8, 2018

Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score. As a result, as much as half of the data generated by customer feedback systems is verbatim, “unstructured” text.

Insights 94

Insights NPS Feedback Customers 94

Advertisement

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.

White Paper