GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BlueOcean

DECEMBER 18, 2018

You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

Customer Bliss

DECEMBER 20, 2018

“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

2018 147

2018 Customer Experience 2005 Chief Customer Officer 147

InMoment XI

DECEMBER 19, 2018

“CX is More Than Just a Program, It’s a Way of Operating.” At Reliant, the focus is not just to be the best at energy, but to also stand out as a champion of customer service. Hear how they have improved their NPS scores 150% by differentiating the way consumers can interact with their energy. View Article.

NPS 150

NPS Article Consumers Interaction 150

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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.

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GetFeedback

DECEMBER 17, 2018

Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.

Customer Journey Mapping 223

Customer Journey Mapping Net Promoter Score NPS Customer Journey 223

Customer Bliss

DECEMBER 18, 2018

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?

Banking 166

Banking Chief Customer Officer Books 2018 166

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.

Article 123

Article Customer Service 2018 Books 123

Beyond Philosophy

DECEMBER 17, 2018

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.

Government 123

Government Travel Customer Satisfaction Customer Centricity 123

GetFeedback

DECEMBER 18, 2018

With Automated Email you can create engaging one-touch email surveys that are sent directly at specific points in the customer journey.

Customer Journey 150

Customer Journey Engagement Customers 150

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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.

Voice of Customer

Retently

DECEMBER 17, 2018

Disloyal customers are costing businesses billions. But what actually triggers disloyalty? Former CEB Global’s research (now part of Gartner), explained that the level of effort consumers put into interacting with a brand has a direct impact on loyalty levels. In fact, according to CEB Global, it seems that around 96% of consumers that reported having difficulty solving a problem were more disloyal.

Effort Score 98

Effort Score Measurement Net Promoter Score NPS 98

ShepHyken

DECEMBER 19, 2018

Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.

Customer Service Training 123

Customer Service Training Reference Customers Books 123

Beyond Philosophy

DECEMBER 20, 2018

How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure. However, participants at a study at Vanderbilt University do. The participants typed from 72 to 94 words a minute.

Presentation 107

Presentation Customer Experience Books Consulting 107

GetFeedback

DECEMBER 17, 2018

Three ingredients to create the perfect customer survey and improve customer service and overall experience.

Customers 150

Customers Customer Service Article 150

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!

Customer Experience

Retently

DECEMBER 20, 2018

Potential customers often ask us — “what makes Retently better than the competition?”. This is something we think about a lot. After all, answering this question well leads to acquiring new business, while responding poorly sends potential customers fleeing for whichever competitor they’re comparing us to. Comparing Retently to the competition is quite a challenge.

NPS 104

NPS Multi-Channel Feedback Article 104

OpinionLab

DECEMBER 17, 2018

The market we made. 1999 was a seminal year for the web. Y2K established the need for more agile approaches to coding. Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options. And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital cha

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. Happy and satisfied customers, on the other hand, enhance loyalty and revenue.

Blog 100

Blog Customer Satisfaction Culture Social Media 100

Experience Matters

DECEMBER 18, 2018

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise.

2019 104

2019 Employee Experience Brands Customer Experience 104

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.

Customer Insights

TechSee

DECEMBER 19, 2018

With Google Home, Apple Homekit and Amazon Echo creating buzz around connected devices, smart home products have become increasingly popular. While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Successful onboarding of new smart devices is dependent on the consumer to choose the right location for the device, to connect correctly to the current infra

Sales 84

Sales Wireless Download Innovation 84

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. 1. Contextual awareness will redefine the customer experience. As companies show no slowdown in collecting data from consumers, customers are increasingly expecting brands to use this data to create a more personalized, streamlined experience, demanding timely, proactive responses and suggestions.

2019 79

2019 Customer Experience Hospitality Hotels 79

Myra Golden

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t

Workshop 85

Workshop Customers Customer Service Management 85

Experience Matters

DECEMBER 21, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics.

Metrics 103

Metrics Customer Experience Customers Measurement 103

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Bold360

DECEMBER 19, 2018

Well, it’s that time again (can you believe it?). The time where we look back and reflect on the year that was and discuss what we can expect from the year to come. So here it goes. 2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. We saw companies, like ours, making the technology much more approachable and as a result, there were some really great real-world successes.

2019 78

2019 2018 Consumers Employee Experience 78

Oracle

DECEMBER 19, 2018

For many shoppers in the U.S., holiday shopping is a ritual. In fact, according to the National Retail Federation , retailers earned as much as one-fifth of their annual profits from holiday shoppers last year — and the trend shows no sign of stopping as this year comes to a close. While shopping is nothing new for consumers, this year, the experience is changing: consumers are now more likely to interact with a chatbot during their search for presents than ever before.

Retail 81

Retail 2018 Hotels Social Media 81

ShepHyken

DECEMBER 18, 2018

The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service. Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. Top Takeaways: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization.

Books 105

Books Customer Service Customer Focused Customers 105

One Millimeter Mindset

DECEMBER 19, 2018

These 18 ways create a more effective customer retention strategy. However, they are contrary to everything you have learned as a sales professional. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. Which is just about everyone in the organization. Sshhhh…. This is super-secret stuff.

Customer Retention 73

Customer Retention Return on Investment Workshop Sales 73

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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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