GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

CloudCherry

AUGUST 13, 2019

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program.

Insights 218

Insights Net Promoter Score Metrics NPS 218

Alida

AUGUST 12, 2019

There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization. In this post, we hope to level set and to provide context as to what these are and how they can impact your role in your organization.

Customer Insights 174

Customer Insights Insights Voice of Customer Customer Relationship Management 174

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j

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Measurement Net Promoter Score NPS Metrics 125

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GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest adv

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Customer Bliss

AUGUST 13, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Does this scenario sound familiar: I’ve had breakfast, lunch and a snack and the cable guy is still not here. I got a call from him about an hour ago that he’s, “On his way.” No clue what that means.

Books 136

Books Blog Customers Customer Satisfaction 136

Beyond Philosophy

AUGUST 14, 2019

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.

Customer Experience 132

Customer Experience Fashion Customers Books 132

GetFeedback

AUGUST 14, 2019

“How was your day today?”—that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next. If someone’s day was “OK,” maybe we try to understand if it was really OK or if it was actually not OK.

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Download Customer Satisfaction Measurement 2018 268

ShepHyken

AUGUST 12, 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. Everyone Hates Customer Service. This Is Why. by Sharon Terlep. (Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt.

2019 101

2019 Article Customer Service ROI 101

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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

Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this episode, we’ll hear from Yellowfin ’s CCO, Lee Roquet and former CCO of Rigor , Francis Cordon.

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Customer Experience B2B Roadmap Metrics 114

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers.

Loyalty 102

Loyalty Consulting Interaction Marketing 102

Totango

AUGUST 15, 2019

As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Doing so gives you a detailed picture of how customers use your product and interact with your team, making it easier to identify opportunities to enhance the customer experience and improve your product or service. .

Customer Success 80

Customer Success Customers Customer Journey Metrics 80

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. Any job that involves interacting with people requires clear communication. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Good communication isn’t a skill you’re born with or one that comes naturally.

Communication 92

Communication Blog Books Article 92

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

Gainsight

AUGUST 14, 2019

Since the beginning of business, we’ve been on a journey to accurately evaluate and predict customer needs. For people in Product, delivering products your customers love is just one of the challenges. You then have to optimize users’ ROI, increase adoption, and accurately discover your customer journey bottlenecks. Which features bring the majority of revenue?

Metrics 107

Metrics Measurement NPS Customer Journey 107

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

ReviewTrackers

AUGUST 12, 2019

One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers. Rave reviews from the happiest customers can also boost a listing’s overall search ranking. In fact, the buying decisions of 90 percent of consumers are influenced by reviews , and a majority use Google reviews before they even visit a business ( 63

Social Media 100

Social Media Feedback Consumers Customer Experience 100

ShepHyken

AUGUST 14, 2019

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St. Louis Cardinals team. He was one of our best—and still is one of the best to ever play the game.

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Sports Customer Focused Customer Service Training Leadership 129

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

Oracle

AUGUST 15, 2019

Before Payoneer was founded in 2005, the world primarily transacted on paper and land lines. Despite the Internet’s rising popularity, companies were often limited by geographic and market constraints. Payoneer, a borderless payment platform, changed that. The brand operates across 200 countries, connecting 4 million users in over 150 currencies and 70 languages by making global transactions as easy as local ones.

Brands 103

Brands 2005 Customer Care Interaction 103

Heart of the Customer

AUGUST 15, 2019

I wrote last week about the importance of video in sharing your customers’ experience (Video Interviews=CX Impact). A major limitation of working with video is the task of managing all of that content. Historically, our process for working with video involved: 1. Recording a video while interviewing (our client’s) customers. 2. Turning the video into […].

Customers 60

Customers Customer Experience Management Customer Engagement 60

Upstream Works

AUGUST 14, 2019

What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. When we at Upstream Works talks about it, our focus is more on the data and the endless possibilities – as defined by our customers and partners – for manipulating, presenting, and leveraging that data.

Customer Journey 60

Customer Journey Customer Journey Mapping Definition Contact Center 60

ReviewTrackers

AUGUST 12, 2019

One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers. Rave reviews from the happiest customers can also boost a listing’s overall search ranking. In fact, the buying decisions of 90 percent of consumers are influenced by reviews , and a majority use Google reviews before they even visit a business ( 63

Social Media 91

Social Media Feedback Consumers Customer Experience 91

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NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ).

Contact Center 62

Contact Center 2019 Webinar Interaction 62

Totango

AUGUST 13, 2019

Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship. What your organization does next could mean the difference between having a life-long customer or another churn statistic.

Customers 86

Customers Customer Success Customer Journey Customer Relationships 86

Interactions

AUGUST 15, 2019

While customer service has always been around, its customer-centric focus has flourished in the past years thanks to the realization that a good customer experience helps you earn more money. And more importantly, bad customer service will cost you. According to Frost and Sullivan, “US companies are now losing more than $83 billion annually due to poor customer experiences, an effect compounded by the reality that it costs six to seven times more to attract a new customer than to retain an exist

Customer Service 59

Customer Service Reference Customer Centricity Customers 59

SurveySparrow

AUGUST 16, 2019

We can safely say that “Artificial intelligence has taken the business world by storm.” It has evolved into one of the most powerful business tools in the world. AI can be defined as nothing but a disruptive technology that is changing the way businesses do pretty much everything. Among the top of the list is the fact that AI is overhauling the entire customer experience.

Customer Engagement 58

Customer Engagement Sales Engagement Customer Insights 58

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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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