BlueOcean
FEBRUARY 25, 2019
Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.
CloudCherry
FEBRUARY 26, 2019
Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. A vast majority of respondents make or influence decisions at their organization.
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GetFeedback
MARCH 1, 2019
Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. In fact, 73% of U.S. consumers say that customer experience (CX) is a very important factor in their purchasing decision, so much so that even if they love a company or product, 59% will still walk away after several bad experiences and 17% will walk away after just one bad experience.
Customer Bliss
FEBRUARY 26, 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?
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
ShepHyken
FEBRUARY 27, 2019
Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
FEBRUARY 25, 2019
There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens. Most email lists decline by about 25% a year according to Email Monks. There are lots of reasons for this. Sometimes it’s about the number or frequency of emails. In other cases, they don’t like the content. Some subscribers only sign up to get a deal or offer.
Customer Bliss
MARCH 1, 2019
With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? In this podcast, join me for a fascinating discussion with Thales Teixeira , the Lumry Family Associate Professor at the Harvard Business School , whose research focuses on digital disruption and what he calls, “The Economics of Attention.” Discover a new framework that will kickstart and advance your work as a CX practitioner and leader inside of your organization.
InMoment XI
FEBRUARY 25, 2019
Customer Experience Research is Common Sense In college, I grew up on watching Steven Wright’s comedy acts. In fact, one-time on a business trip I ran into him at my hotel in Atlanta – what a moment. His comedy angle is basically using common sense thinking and then wrapping a question or comment around that. View Article.
Oracle
FEBRUARY 28, 2019
When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. For example, one may think that access to online pricing on a smartphone or store kiosk might drive consumers away from stores — and even potentially to a competitor’s site — however, that way of thinking simply isn’t true.
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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.
GetFeedback
MARCH 1, 2019
At GetFeedback we believe the simpler a customer experience (CX) solution, the better. Read about our top competitive advantages.
ShepHyken
FEBRUARY 26, 2019
Customer Feedback 101. Seeing Your Business Through the Eyes of the Customer. Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue… He discusses the best way to get customer feedback.
Kristina Evey
FEBRUARY 27, 2019
I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read More Treat Your Customer Facing Staff Like Royalty. The post Treat Your Customer Facing Staff Like Royalty appeared first on Kristina Evey.
Beyond Philosophy
FEBRUARY 25, 2019
I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Some people do push back on the idea that people are not rational. Typically, they are more rational-types. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”.
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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.
GetFeedback
FEBRUARY 26, 2019
The right NPS survey will help you build long-lasting relationships with your customers.
Experience Matters
FEBRUARY 28, 2019
Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” In the report, Employee Engagement Competency & Maturity,
BlueOcean
FEBRUARY 25, 2019
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.
ProProfs Chat
MARCH 1, 2019
Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc.
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!
GetFeedback
FEBRUARY 25, 2019
There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens.
Oracle
FEBRUARY 27, 2019
Imagine this: 4 individuals sit down in a conference room to build a customer experience strategy. The first one starts and says, “Let’s begin by considering ways to engage our audience.” The second shakes their head and says, “No. Converting leads is where we should focus our attention.” The third interrupts to point out that fulfilling expectations is the most important part of any strategy.
TechSee
FEBRUARY 26, 2019
To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. The ability to create personalized, seamless journeys has emerged as not merely a key differentiator, but a must-have weapon in their arsenals. It’s the key to enhancing customer experience in telecoms, right across the board.
Beyond Philosophy
MARCH 1, 2019
A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Eptica
FEBRUARY 27, 2019
Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Published on: February 27, 2019. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?
ShepHyken
FEBRUARY 25, 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. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. (Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides.
ReviewTrackers
FEBRUARY 25, 2019
TripAdvisor: Why Respond to Reviews? If you’re not responding to online reviews (negative and positive) of your business on TripAdvisor, you may be missing out on the opportunity to drive new business. After all, the site is home to over 730 million reviews and opinions covering “world’s largest selection of travel listings worldwide.”. According to industry research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel
ijgolding
FEBRUARY 26, 2019
Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead. Knowing what to do is seriously valuable. So with the future health of the business at stake, it’s worth knowing how to keep each customer, and that’s where customer feedback comes in.
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