ShepHyken

SEPTEMBER 14, 2018

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. From automation to artificial intelligence, now is an exciting time to explore all the possibilities. One of the most promising methods for improving your conversion rates is through live chat software.

Blog 293

Blog E Commerce E-support Sales 293

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. In today’s episode, we’re continuing the conversation around journey mapping by revisiting two conversations I’ve had with previous guests on the show.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

One Millimeter Mindset

SEPTEMBER 11, 2018

Social communication etiquette is going over the top. Have you noticed? In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees. As well as between clients and vendor partners. Then again, how about social communication patterns between social connections.

Communication 167

Communication Social Media B2B Connections 167

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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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CX University

SEPTEMBER 11, 2018

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to a recent Gallup poll, 32% of all quitters leave due to poor career advancement and promotion opportunities. Literally one-third of retention (the largest segment by a 10% margin) is due to career advancement.

Management 209

Management 2006 2016 2018 209

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit. Scott opened the annual event by inspiring the people in the room to use their expertise in customer intelligence to provide more value to their organizations.

Entertainment 133

Entertainment Customer Relationships 2018 Insights 133

Retently

SEPTEMBER 11, 2018

For every complaint you receive from a customer, there are approximately 26 other people who are unhappy with your company, but choose to say nothing. Those are clients you will most likely lose if you don’t take proper action, that is why tracking customer satisfaction metrics is critical. Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online.

NPS 130

NPS Customer Satisfaction Metrics Net Promoter Score 130

Oracle

SEPTEMBER 11, 2018

The last few years have seen a proliferation of digital health tools including apps and wearables. “Doctor” Google is often a first port of call when looking for health information. We digitally count our steps. We’re becoming more knowledgeable and empowered about our own health outcomes as we demand more control and increasingly want more personalized care solutions.

Healthcare 169

Healthcare Consumers Hospitality Consulting 169

One Millimeter Mindset

SEPTEMBER 12, 2018

Are we a bit too devoted to and obsessed by our professional labels? The awards we collect. The Top List of This or That we are on. Those accomplishments, honors, certifications, academic degrees in which we revel. Our professional labels are What We “Do”, for Other People, Right Now. Hmmm……. Really? Our professional labels are the stuff we put on our LinkedIn and other social media platform profiles.

Customer Experience 118

Customer Experience Workshop Social Media Sales 118

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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

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. In fact, according to Bain’s research, 80% of business executives believe they deliver a superior customer experience—but only 8% of customers agree.

Customer Journey Mapping 203

Customer Journey Mapping Customer Journey Webinar Document 203

GetFeedback

SEPTEMBER 14, 2018

How easy is it for your customers to get help? Learn straightforward tactics to reduce customer effort and increase loyalty at every touchpoint.

Loyalty 150

Loyalty Touchpoint Customers Article 150

Beyond Philosophy

SEPTEMBER 14, 2018

Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.

Customer Experience 143

Customer Experience Customers 143

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

Customer Service 89

Customer Service E Commerce Average Handle Time Contact Center 89

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

Customer Bliss

SEPTEMBER 11, 2018

In my new 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. The following is a lightly edited transcript of the video below. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages.

Customer Journey Mapping 111

Customer Journey Mapping Customer Journey Chief Customer Officer Leadership 111

Kristina Evey

SEPTEMBER 13, 2018

Frustration Drives People Away. I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water.

Customer Experience 97

Customer Experience Customers Presentation Events 97

Beyond Philosophy

SEPTEMBER 13, 2018

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

Wireless 83

Wireless Telecommunications 2018 2019 83

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well.

Feedback 124

Feedback NPS Roadmap Customers 124

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

ShepHyken

SEPTEMBER 12, 2018

One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests.

Hospitality 130

Hospitality Customer Service Training Customers Customer Service 130

Wootric

SEPTEMBER 13, 2018

The potential for machine learning to elevate the customer experience has everyone buzzing. But AI-powered text and sentiment analysis may not be worth it for everyone. It is certainly not a cure-all for your CX woes, but it is an incredible solution for specific problems that CX pros may face. Enhancing a mature CX program with analytics software. For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listeni

ROI 81

ROI NPS Feedback Insights 81

Help.com

SEPTEMBER 11, 2018

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” If you didn’t get that memo until now, don’t worry. You still have time to build the kind of support that anticipate customers’ needs rather than reacts to them.

Customer Expectations 72

Customer Expectations Interaction Customer Service 2018 72

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyal

Loyalty 72

Loyalty Sales Competitive Advantage Consumers 72

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ShepHyken

SEPTEMBER 11, 2018

Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture. ?

Customer Centricity 83

Customer Centricity 2018 Culture Customer Service 83

One Millimeter Mindset

SEPTEMBER 13, 2018

Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. First, the industrial Internet of Things (Industry 4.0 or #Industry40) business environment includes processes, software interfaces, equipment and machinery and people. Next, each of these critical components are required to communicate and collaborate with each other.

Leadership 71

Leadership 2015 Workshop Communication 71

Northridge Group

SEPTEMBER 13, 2018

Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile.

Insights 102

Insights Customer Experience Customers 102

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. It’s true. While there are things that employees do have to do, providing exceptional customer service isn’t one of them.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

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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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