GetFeedback
JUNE 3, 2019
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. In fact, 72% of people feel like taking surveys interferes with their day-to-day use of a service, and 80% of them abandon taking a survey part of the way through.
Customer Bliss
JUNE 4, 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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Beyond Philosophy
JUNE 6, 2019
Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.
TechSee
JUNE 4, 2019
Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.
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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
JUNE 3, 2019
Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 6, 2019
“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. With a background in sales and marketing, Yamini spent a lot of time talking to customers, mentioning that it was one of her favorite aspects of her job.
Beyond Philosophy
JUNE 7, 2019
Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.
GetFeedback
JUNE 3, 2019
Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. But only if you use them correctly. With a fast-growing business, it’s important to do anything you can to continue to boost growth and customer happiness—and customer satisfaction questionnaires are one of the best ways to do that.
ShepHyken
JUNE 7, 2019
This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.
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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.
Oracle
JUNE 4, 2019
At ModernCX 2019 , Daniel Foppen, Senior Principal Product Manager at Oracle welcomed Shep Hyken , Chief Amazement Officer at Shepherd Presentations, to the SmarterCX studio to discuss the importance of customer service when it comes to creating an amazing customer experience. Here are 3 takeaways from their conversation. Treat service as a major differentiator. “You can have the greatest product in the world, but if you don’t back it up with a good experience, especially the people
ProProfs Chat
JUNE 3, 2019
Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication. You can reach whoever you want, whenever you want, at any circumstances as long as you have a battery and an internet connection. This created new needs, desires, and expectations, and this has led to a different customer-brand relationship as well.
GetFeedback
JUNE 3, 2019
Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed.
ShepHyken
JUNE 4, 2019
Social Media and the Customer Journey. Human Connections Through a Digital Platform. Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers.
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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Gravy Analytics
JUNE 3, 2019
Location intelligence is a relatively new term in marketing, but one that is gaining popularity as consumers demand more relevant content and offers. Broadly defined, location intelligence is a type of business intelligence based on the physical locations consumers visit. To get location intelligence, companies gather data from consumers’ mobile devices with their permission.
Totango
JUNE 6, 2019
Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like. Those illuminated parts of the brain are associated with our emotional responses, and they encourage us to act in a certain way based on an expected future reward.
GetFeedback
JUNE 3, 2019
Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.
ShepHyken
JUNE 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. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. (Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.
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.
QuestionPro Audience
JUNE 3, 2019
Content Index. What are online consumer research panels? Definition. Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Recruitment modes for online consumer research panels: Advantages and shortcomings of online consumer research panels: Advantages of online consumer research panels: Shortcomings of
PeopleMetrics
JUNE 4, 2019
The following is an excerpt from Listen Or Die by Sean McDade, P hD. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.
GetFeedback
JUNE 3, 2019
Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.
Chattermill
JUNE 3, 2019
Customer Experience Measurement: Which Metrics Should You Focus On? by Sam Frampton. on 4 Jun 2019. customer experience. In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. We now live in a world where customers have an infinite supply of products and services to choose from, and it’s getting harder and harder to stand out from the crowd.
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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.
Totango
JUNE 4, 2019
According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80% of people believe their input is being either ignored or lost, that marks a failure that could lead directly to churn.
Pointillist
JUNE 5, 2019
By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? To find out, Pointillist surveyed over 700 CX, marketing, and analytics professionals worldwide to uncover key trends, insights and benchmarks on: Top-of-mind challenges and priorities Effective strategies, tactics and approaches High priority met
UJET
JUNE 4, 2019
According to research from GfK MRI , 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.
Ecrion
JUNE 4, 2019
Document automation for business is a necessity to keep up with B2B and B2C demands. Here are the many reasons why you, too, should embrace document automation. It’s 2019. What do your documents say about you? If they’re screaming that your brand is behind the times, it’s time for an overhaul. Sending disparate, mismatched documents via fax, email or old-school snail mail isn’t only outdated.
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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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