CloudCherry
MARCH 8, 2019
It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If you want anything said, ask a man. If you want something done, ask a woman.” – Margaret Thatcher said it and we can’t agree any less!
Customer Bliss
MARCH 5, 2019
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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
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GetFeedback
MARCH 4, 2019
When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). This means, knowing what your customers want, how they feel, and providing them with the best possible experience with your brand or company. Customer experience techniques and strategies have evolved over time, making it possible for everyone to improve their customers’ overall experience.
Beyond Philosophy
MARCH 8, 2019
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr.
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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.
CloudCherry
MARCH 3, 2019
You can’t decide where you’re going if you don’t take stock of where you are. An amazing customer experience won’t just happen by accident. To assess your readiness for CX improvement, look to the CX Maturity Model. In thousands of interviews across industries, with companies of every possible size, we started to notice certain CX patterns emerging.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
MARCH 8, 2019
How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital products that better meet their needs? In this episode, Mark Bartlett , Chief Experience Officer at FPX , chats with me about the importance of developing your customer narrative and understanding their behaviors , so you can design products that they’ll get the most benefit out of.
Beyond Philosophy
MARCH 7, 2019
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools.
ShepHyken
MARCH 6, 2019
Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do.
TechSee
MARCH 5, 2019
Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Companies that strategize their efforts to improve insurance claims processing can expect higher levels of operational efficiency. They’ll also improve financial results and serve happier customers. While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies.
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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.
Lumoa
MARCH 3, 2019
There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work.
Beyond Philosophy
MARCH 4, 2019
We develop emotional intelligence as children once we understand how other people feel. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.
ShepHyken
MARCH 5, 2019
Excellent Decisions from the Cofounder of the Ritz-Carlton. Aligning Your Organization to a Company-wide Culture. Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence.
Customers That Stick
MARCH 4, 2019
In this One Win Book Review, we take a look at When Genius Failed by Roger Lowenstein. Check out the video below to hear Adam’s one win that you can take away from When Genius Failed to improve your organization’s customer experience and customer service. About When Genius Failed. FROM THE PUBLISHER: In this business classic—now with a new Afterword in which the author draws parallels to the recent financial crisis—Roger Lowenstein captures the gripping roller-coaster ride of the Gre
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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ProProfs Chat
MARCH 6, 2019
Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. Learning the customer’s behavior and pain points. Building personalized customer support experience.
Myra Golden
MARCH 6, 2019
Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” That point right there – people will never forget how you made them feel – is why we created this course. This training is about never having your customers hang up with negative feelings about how you talked to them.
ShepHyken
MARCH 3, 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. Why Is Customer Service So Bad? Because It’s Profitable. by Anthony Dukes and Yi Zhu. (Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order.
NetBase
MARCH 4, 2019
Carefully cultivating a social presence online is no longer a quirky extra for a brand to offer, if it ever was. And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. Making It Matter.
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
MARCH 7, 2019
Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Churn is built into every business model, but just because churn is expected doesn’t mean it has to be accepted. Today’s customer-centered economy means every customer should feel your product is built around their needs. After investing time and effort into helping your customer through the onboarding and adoption phase, it can be discouraging to see them leave.
ReviewTrackers
MARCH 5, 2019
Reputation management for doctors continues to be more important with every passing year. A 2018 PatientPop survey revealed that 80.3 percent of providers are aware of the importance of a strong online reputation, but most of them don’t know how to alter their online reputation in a positive way. This is a massive problem. Without the right tools and methods at your disposal, you are not using online review sites to their full advantage, which means you lose out on better online exposure a
ShepHyken
MARCH 8, 2019
This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. – Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. When asked about it, the owner explained one of the secrets to their success.
C Space
MARCH 7, 2019
Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. What if leaders looked at things differently? What if, instead of attempting to paint a pretty picture of their organization, they embraced the good, the bad, and the ugly? Phil Burgess, Chief People & Operations Officer at C Space, explains why you should start saying yes to the mess… Tweet.
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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.
Oracle
MARCH 4, 2019
The digital customer experience evolves rapidly. With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Smart CX strategies focus on not simply implementing new ideas for a quality experience, but also improving upon how customers currently interact with the overall digital presence.
ReviewTrackers
MARCH 7, 2019
Diving into healthcare consumerism first requires a concrete definition of the new movement — here’s our take which was inspired by multiple interpretations from NRC Health , McKinsey & Company , and HealthLeaders : The healthcare consumerism model sees the patient as a consumer and empowers them with the information and choices necessary to make better healthcare decisions to meet their needs.
Experience Matters
MARCH 8, 2019
In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.
Eptica
MARCH 6, 2019
Date: Wednesday, March 6, 2019 Author: Pascal Gauvrit - CTO The importance of AI to balancing customer service resources. Published on: March 06, 2019. Author: Pascal Gauvrit - CTO Across the globe and in every sector, customer expectations are rising. This translates into greater volumes of incoming queries for brands, as consumers demand more meaningful conversations if they are to remain loyal.
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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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