GetFeedback
DECEMBER 2, 2019
What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there. First things first. It costs five times more to sell to a new customer than to sell to a happy one.
InMoment XI
DECEMBER 5, 2019
No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side. This blog provides insight into the generational differences in workplace values, differences in their engagement levels, and some of the practices that companies are using to improve engagement. MaritzCX leverages decades of research experience to help organizations.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.
Experience Investigators by 360Connext
DECEMBER 3, 2019
The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. All of that is achievable with the options in learning today, but how often are we really taking advantage of it? The learning paths for everyone should include an overall outcome from the start.
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.
Retently
DECEMBER 4, 2019
Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. But those customers are actually vital for business development and this quote should sum up just how important they really are: “The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- Scott Cook.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 6, 2019
Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. It works like this: First, there is a base number established either by the individual or an outside influence.
Customers That Stick
DECEMBER 3, 2019
It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their
ShepHyken
DECEMBER 3, 2019
Elevate the Employee (and Customer) Experience. Making a Lasting Impact on the People That Power Your Business. Shep Hyken interviews Robert Glazer. They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others. Top Takeaways: Find ways to do something meaningful for your employees around the holidays—or any time of year.
ProProfs Chat
DECEMBER 6, 2019
Customer service and customer support may seem like semantics; even Google does not make a difference in them. And you have probably come across tons of instances online where these terms are often used interchangeably. So, you think that they basically mean the same thing, right? What if we told you that you are not right! Each of these terms is customer-facing disciplines, but they cannot be used in place of the other.
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.
Kustomer
DECEMBER 5, 2019
Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences. I live it everyday in my personal life when buying from companies that make it easy to do business with them and I’ve founded three companies dedicated to changing the way businesses serve their customers.
CSM Magazine
DECEMBER 5, 2019
Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. 1. AI unlocks intelligent experiences in customer support. AI is disrupting almost every industry, from manufacturing to finance – and in 2020 the increasing impact of AI will make its way to customer support (CS) centers, allowing businesses to empower CS agents with real-time feedback and guidance during customer interactions.
Michel Falcon Experience
DECEMBER 4, 2019
I’d imagine that the person you settled down with in your personal life took the time to get to know you before making any jumps in your relationship such as moving in together or buying your first home. You asked questions to understand if the person was right for you to determine if you had the same values and had a similar outlook for the future.
ProProfs Chat
DECEMBER 6, 2019
Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to. “Give a compliment?”. Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road.
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!
.png)
Kustomer
DECEMBER 4, 2019
Series E funding round is led by Coatue with participation from existing investors Tiger Global Management and Battery Ventures. NEW YORK, NY — December 4, 2019 — Kustomer, the SaaS platform reimagining enterprise customer service, announced today it raised $60 million in Series E funding. This latest round of financing was led by Coatue with participation from current investors Tiger Global Management and Battery Ventures.
ShepHyken
DECEMBER 4, 2019
The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. It looked like they were almost finished with their breakfast, but we had no idea how long that might be.
Lumoa
DECEMBER 3, 2019
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.
ProProfs Chat
NOVEMBER 30, 2019
Every company wants to be #1. No matter which industry a company belongs to, each one of them thrive to be the best is the one thing that makes them work hard and smart every day. . But, what if I were to tell you the ticket to being the best is offering delightful customer service ? You can have the best product, high-quality services, and a beautiful website, but with bad customer support , your company will always fall behind.
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.
Totango
DECEMBER 3, 2019
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value.
InnerTrends
DECEMBER 2, 2019
Should you encourage people to sign up right away, or is a considered signup better? How do you know which is more suitable for your business? First though, let’s look at what we mean when we discuss these two methods of bringing new people into your business. The Fast Signup. The fast signup presents your visitor with the option to sign up for your product or service as soon as they land on your website.
Russel Lolacher
DECEMBER 4, 2019
Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. As the first and last chapter in your book of adventure, they have the power to change the narrative. Stay tuned for a story of changed plans, Airline impacts and new opportunities. This is the Customer Experience Storytime tale of…. Have Wine, Might Travel.
ProProfs Chat
DECEMBER 5, 2019
Do you remember any situation where you switched your telecom service provider just because they were not responsive enough to your support-related queries? If yes, there you go!! . What made you switch? What were you actually looking for? Well, it’s a one-word answer: High-Quality Customer Service. Image Source. If you make customers unhappy in the physical world, they might each tell 6 friends.
Advertisement
The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Eptica
DECEMBER 4, 2019
Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. Author: Steve Nattress Thanks to the internet, consumers are now living in a world of almost infinite choice. While this is overwhelmingly a positive situation, it does mean that they are bombarded by hundreds of messages from brands on a daily basis through a widening range of digital channels.
Totango
DECEMBER 5, 2019
Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. This could mean introducing them to the features that will help them achieve their business goals, offering expansion opportunities, and more.
Oracle
DECEMBER 5, 2019
Omnichannel is set to move front and center as part of customer experience (CX) strategy in 2020. Still a relatively nascent concept, it grew in prominence in 2019 but companies haven’t fully embraced it yet in a widespread manner. This is all set to change in 2020, as companies move to avoid falling behind competitors in the race to keep pace with changing customer demands.
ijgolding
DECEMBER 4, 2019
Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation.
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.
Expert insights. Personalized for you.
195 
Let's personalize your content