CloudCherry
MARCH 8, 2018
Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.
Alida
MARCH 8, 2018
Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception. Our customer experience team recently embarked on an exercise to create our own personas.
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Beyond Philosophy
MARCH 9, 2018
On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.
Experience Investigators by 360Connext
MARCH 5, 2018
Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.
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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.
CloudCherry
MARCH 8, 2018
Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Guru
MARCH 7, 2018
This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion.
Experience Investigators by 360Connext
MARCH 8, 2018
Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common: a passion for human evaluation of the customer experience. We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results.
CloudCherry
MARCH 7, 2018
In this digital age, data resides at the core of everything. Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. While we have all heard about Big Data, the term Dark Data is not quite as well known. In fact, it’s quite new and was mainly coined as this ‘dark data’ has become increasingly important, since it makes up a large percentage of Big Data but remains unused!
Customer Bliss
MARCH 8, 2018
“I think the power of collaboration and people talking together and sitting together shouldn’t be underestimated,” says Charlotte Dunsterville, Chief Customer Officer of Sure International Telecom , a mobile, fixed and enterprise telecommunications supplier in Guernsey, Jersey and the Isle of Man, part of the Batelco (Bahrain Telecom) Group of companies.
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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.
Customer Guru
MARCH 5, 2018
Written by Sonal Jaiswal | Evangelist, Customer Guru. The theme for International Women’s Day 2018 is Press for Progress. There is no better time to emphasize and work on this theme than now. The times today are very exciting – new technologies are disrupting old ways, newer ideas are revolutionizing the way in which the world functions.
TechSee
MARCH 6, 2018
The comic that will drive your KPIs out of this world. “Faster than a speeding bullet, more powerful than a locomotive, able to leap tall buildings in a single bound…”. Sound familiar? Well, it certainly should. It’s been almost 80 years since Superman Comics came into existence and Metropolis has never been the same since. Today’s superheroes come in many forms.
Experience Matters
MARCH 7, 2018
It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization.
ServiceDock
MARCH 9, 2018
We recently ran a customer experience (CX) focused AdWords campaign and it amazed us how many people were searching for something like "tactics to improve Net Promoter Score" or "how to increase NPS in a restaurant?”. The questions suggest there might be an issue with the mindset of the people conducting the searches because improving NPS is not the same thing as improving CX.
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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Lumoa
MARCH 5, 2018
B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.
ShepHyken
MARCH 5, 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. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez. (HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.
Amity
MARCH 5, 2018
Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success.
Oracle
MARCH 8, 2018
SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Rashana Bhide, Organizational Psychologist and Talent Partner for Engineering at Bloomberg and Founder of the Corner of the Court Project , to learn about her work in tech and her efforts to further a diverse workforce by partnering with male allies.
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.
Second to None
MARCH 9, 2018
Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. People have a shorter attention span than ever before, and that is especially true online, so your social media customer service team needs to be able to respond quickly and appropriately to social media interactions.
ShepHyken
MARCH 6, 2018
The “Magic” Behind the Words You Use. What if you knew the “Magic Words” to use with your customers? Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service. . . Top Takeaways: TIM’S GENEROUS GIFT : To start with, Tim has offered a free video course on body language. Just click here. Seven words that motivate, engage, and influence: Because – Studies show that when this word is used, the answer is changed.
NICE inContact
MARCH 6, 2018
Voice of the Customer (VOC) is the entirety of a customer’s expectations, experiences, and feedback from on-boarding through to successful implementation and beyond. The problem—this encompasses such an expansive amount of interactions and touch points between you and your customer that it can be difficult trying to understand (and tie together) tools to successfully capture VOC.
CX Advantage Walker
MARCH 6, 2018
Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence. Being an Analytical Leader I recently contributed.
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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.
Second to None
MARCH 8, 2018
Finding ways to influence higher levels of convenience for customers is a must within the fast-casual restaurant industry. Reducing customer effor t is one of the foundational philosophies of any successful Customer Experience initiative, however, these efforts need to remain in tandem with your brand’s unique identity. Fast-casual restaurants have worked to distinctly separate themselves from the way customers perceive traditional fast-food destinations, but there are still aspects of the typic
ShepHyken
MARCH 9, 2018
This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i].
Customer Guru
MARCH 7, 2018
Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. Piramal is a Pharmaceutical Contract Development and Manufacturing Organization, offering end-to-end services required to bring a drug to the market place faster and is renowned for its quality and reliability.
TechSee
MARCH 6, 2018
The comic that will drive your KPIs out of this world. “Faster than a speeding bullet, more powerful than a locomotive, able to leap tall buildings in a single bound…”. Sound familiar? Well, it certainly should. It’s been almost 80 years since Superman Comics came into existence and Metropolis has never been the same since. Today’s superheroes come in many forms.
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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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