GetFeedback

OCTOBER 10, 2018

In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform

Net Promoter Score 170

Net Promoter Score NPS Brands 2003 170

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.

Social Media 160

Social Media Feedback Contact Center Voice of Customer 160

TechSee

OCTOBER 9, 2018

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

InMoment XI

OCTOBER 8, 2018

Multichannel CX isn’t About Saying, “We’ll get back to you” on 10 New Channels Multichannel customer engagement is a well-covered topic. A quick Google search on the topic yields over 693,000 results. Search for Multichannel Customer Experience or Multi-channel Customer Service and you’ll get more than 5 million results for each. With so much coverage, why.

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Multi-Channel Article Customer Engagement Engagement 150

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Beyond Philosophy

OCTOBER 11, 2018

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.

Sales 137

Sales Call Center Loyalty Blog 137

ShepHyken

OCTOBER 10, 2018

The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price. When I was a teenager, my buddies and I would all meet at the Pasta House on Monday nights to take advantage of the special.

Customer Service Training 125

Customer Service Training Loyalty Article Information 125

Customer Guru

OCTOBER 9, 2018

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning. While for some, digital is a new way of doing business, for others, it is an innovative way of catering to their audience, while still others believe that it is being connected to everyone at all times.

Customer Experience 119

Customer Experience Social Media Customers Definition 119

GetFeedback

OCTOBER 10, 2018

How to create and distribute a Net Promoter Score (NPS) survey that'll build customer loyalty, drive brand advocacy, and help your business grow.

Net Promoter Score 150

Net Promoter Score NPS Brands Loyalty 150

CloudCherry

OCTOBER 10, 2018

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.

Webinar 150

Webinar Insights CEM Reference 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

OCTOBER 9, 2018

Listen To Your Customers… Or Die. How to Turn Customer Feedback Into Gold. Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. Top Takeaways: Sean defines being customer-centric as, “Consistently listening to customers and empowering your organization to take what customers are saying and do something about it.

Customer Centricity 111

Customer Centricity Competitive Advantage Touchpoint Feedback 111

Customer Bliss

OCTOBER 9, 2018

I hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St. Jude Children’s Research Hospital , where I gave a keynote to their team. While I was there, I shot this short video with him and asked him to share his path to his position at St. Jude and what he’s learned along the way. .

Hospitality 111

Hospitality Airlines Contact Center Customer Experience 111

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . “Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester. “They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.

Contact Center 98

Contact Center Call Center Customer Satisfaction Consumers 98

CloudCherry

OCTOBER 10, 2018

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.

Webinar 150

Webinar Insights CEM Reference 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

OCTOBER 8, 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. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. (Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers.

Article 94

Article 2018 Customer Service Customer Retention 94

ProProfs Chat

OCTOBER 12, 2018

First 100 customers. Sounds like an easy target? But, is it so? According to a study by Bureau of Labor Statistics , only 4% startups make it to the second year, 3% to the third year; 9% crawl upto fourth year and only 3% cross their wooden year (fifth anniversary). The above-mentioned statistics indicate that completing the target of 100 customers is a tough task for most of the startups.

Customers 94

Customers Blog Communication Marketing 94

Beyond Philosophy

OCTOBER 12, 2018

What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.

Books 120

Books Customer Service Customers 120

Steve DiGioia

OCTOBER 8, 2018

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.

Hospitality 89

Hospitality Hotels ROI Touchpoint 89

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

ReviewTrackers

OCTOBER 9, 2018

Online reputation management for real estate agents is more important than ever. One of the major deciding factors for millennials – who are reaching the age when they’re thinking of buying a home – are online reviews at 61 percent as they tend to look online as their primary source of information on real estate agents. In order to stay successful, real estate agencies need to maintain a favorable reputation through online reviews.

Management 85

Management Social Media Feedback Consumers 85

Customer Bliss

OCTOBER 11, 2018

In this special video episode of “The Chief Customer Officer Human Duct Tape Show” podcast, I interview Jay Baer , founder of Convince & Convert , a digital strategy consulting firm that helps prominent companies with customer retention and acquisition, and author of the new book “ Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth, ” on how to operationalize experiences that creates word-of-mouth marketing for your business.

Chief Customer Officer 107

Chief Customer Officer Advertising Books Customer Journey 107

One Millimeter Mindset

OCTOBER 8, 2018

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Like a chemical equation, is the desired reaction balanced and controlled? Or, is the quality of the engagement forceful and overwhelming?

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Integrity Solutions

OCTOBER 12, 2018

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? Hardly. In fact, the inability to communicate clearly and productively with a diverse audience is creating serious business consequences for organizations every day.

Communication 76

Communication Connections Presentation Customer Satisfaction 76

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ReviewTrackers

OCTOBER 9, 2018

Online reputation management for real estate agents is more important than ever. One of the major deciding factors for millennials – who are reaching the age when they’re thinking of buying a home – are online reviews at 61 percent as they tend to look online as their primary source of information on real estate agents. In order to stay successful, real estate brokerages need to maintain a favorable reputation through online reviews.

Management 81

Management Social Media Feedback Consumers 81

Experience Matters

OCTOBER 9, 2018

As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans?

Sports 97

Sports 2012 2018 Consumers 97

One Millimeter Mindset

OCTOBER 10, 2018

Our customers find us professionally boring when we are completely boring. Over time, we gradually become less than enthusiastic about serving them. For a number of reasons. And our sentiments about our customers become very obvious. As a result, as the song goes: “The thrill is gone.” It’s a two-way street. When current customers are good and bored with us, they are ripe for defection.

B2C 69

B2C Workshop Customer Retention Customer Success 69

Micah Solomon

OCTOBER 10, 2018

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). The standard level of customer service at most modern companies is reactive. Reactive service isn’t the worst thing in the world (it’s a lot better than negative service), but it’s not an effective way to create loyal cust

Leadership 68

Leadership Customer Service Seminar Hospitality 68

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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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