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?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
Advertisement
The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
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.
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.
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.
GetFeedback
JUNE 3, 2019
Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible. Having a good customer experience with the content you share is important for your customers to feel closer to your brand and more eager to interact with you.
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.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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
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 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.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
.png)
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.
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
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 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: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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.
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.
GetFeedback
JUNE 3, 2019
Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.
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
Advertisement
A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
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.
GetFeedback
JUNE 3, 2019
Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.
One Millimeter Mindset
JUNE 3, 2019
Do you depend on professional speak to make you appear credible to listeners? You know, discipline-specific terminology or buzz words which often comprise over 50% of professional conversations. If so, you assume the people listening to you, either in person or virtually, are impressed with your command of discipline-specific words. And that, once impressed, you also assume these influencers and decision makers will buy into whatever product, service or solution you are selling, pitching or pro
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Expert insights. Personalized for you.
186 
Let's personalize your content