GetFeedback
AUGUST 29, 2018
If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.
BlueOcean
AUGUST 30, 2018
Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.
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CloudCherry
AUGUST 30, 2018
Every customer experience team wants to improve their bottom line, but it’s usually one of the hardest things to make an impact on. While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. When we increase NPS, we don’t necessarily impact our bottom line or increase our revenue.
Customer Bliss
AUGUST 28, 2018
“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first
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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
AUGUST 31, 2018
Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. But we know great survey design is just the first step to collecting powerful customer insights. To get the most out of your survey program, you need to think about improving engagement every step of the way.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
AUGUST 31, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.
Customer Bliss
AUGUST 31, 2018
You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts.
ShepHyken
AUGUST 29, 2018
When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first.
One Millimeter Mindset
AUGUST 27, 2018
Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?”. Customers cannot get you out of their minds.
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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.
Second to None
AUGUST 30, 2018
The following article is a guest submission written by Ryan Gould. Ryan is the Vice President of Strategy and Marketing Services for Elevation Marketing. Ryan is an expert search, social and content marketer, he leads Elevation Marketing’s digital strategy department, helping brands achieve their business goals, such as improving sales and market share, by developing integrated marketing strategies distinguished by research, storytelling, engagement and conversion.
Customer Bliss
AUGUST 31, 2018
You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021? Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts.
Oracle
AUGUST 29, 2018
I get it. The pressure of running a commerce business has never been greater. Retail is challenged, Amazon is crushing, customer behavior is changing and expectations are greater, technology options are more complicated than they’ve ever been. And yet, businesses still can’t answer rudimentary questions about their customer base. They still have trouble executing campaigns.
ReviewTrackers
AUGUST 30, 2018
Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. One study surveyed over 200 businesses on the trends, solutions, and challenges in customer experience.
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
AUGUST 31, 2018
Delightful customer experience! A motto every company wishes to follow and abide by at all times. But is it really possible? Guess what, statistics like: Annually US companies lose $62 billion due to bad customer service. 74% customers switch to a different option in market if their purchasing experience has been too difficult. 51% customers never go back to the same organization after experiencing one negative instance.
TechSee
AUGUST 28, 2018
AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion , enhanced CX with 85% of customer interactions expected to be through robots by 2020 , and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.
Beyond Philosophy
AUGUST 31, 2018
Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at [link]. The post Why People Don’t Say What They Mean?
Topdown
AUGUST 27, 2018
When it comes to customer care, time is of the essence. Nobody looks forward to dealing with a customer service issue. The sooner a company resolves customer problems, the better.
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.
ShepHyken
AUGUST 31, 2018
This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.
Alida
AUGUST 27, 2018
Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. While health care organizations do have to work within certain regulatory frameworks, they must also deal with digital-first competitors and transformative technologies.
SaleMove
AUGUST 27, 2018
Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in their call centers with bots. In theory ( and in Facebook CEO Mark Zuckerberg’s mind ) it makes perfect sense. In the United States, one in 25 employees is a call center worker and staffing costs are often one of a company’s biggest expense, so why not invest in a cheap technology that will lower that line item?
CSM Magazine
AUGUST 31, 2018
Many organizations are using customer journey mapping to understand and improve the experience of their customers. But it can be confusing. Let’s clear up the confusion and see how you can add clarity and power in the process. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.
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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.
ShepHyken
AUGUST 28, 2018
Be Nice… Always. Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?. Top Takeaways: Customers aren’t always looking for money or a “yes” to fix their problems.
Omnicus
AUGUST 28, 2018
Why you should reinvent your organization to take advantage of the best of digital and human capabilities.
Oracle
AUGUST 30, 2018
According to Harvard Business Review , companies that connect with consumers’ emotions will not only see a huge payoff in growth and profitability, but in brand awareness and loyalty. The harsh reality is: as highly emotional beings that are constantly multi-tasking amidst distractions, “40% of today’s customers have a high willingness and ability to shift their spend,” according to Forrester , and “today’s customers reward or punish companies based on a singl
Wootric
AUGUST 29, 2018
It sounds simple — but it’s not easy: talking with your customers through every stage of the customer lifecycle. There’s been a lot said about the value of talking to your customers before you build the product to ensure market fit, but very little said about continuing the conversation past marketing and past the sale. Why do I know talking with your customer is *the* very best predictor of, and contributor to, SaaS business growth?
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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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