GetFeedback

JUNE 16, 2019

Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.

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Reference Feedback Customer Expectations Blog 276

InMoment XI

JUNE 17, 2019

Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry. Hear how businesses can enhance customer experiences (CX) and employee experiences (EX), and what questions you should ask when starting a CX program to improve loyalty and retention.

Customer Experience 150

Customer Experience Employee Experience Loyalty Customers 150

Customer Bliss

JUNE 20, 2019

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Many of you may be familiar with The YMCA (the Y), either from your own experiences at the center or because of the iconic song that many of us have danced to at parties.

Employee Experience 128

Employee Experience Culture Customer Journey Mapping Customers 128

Alida

JUNE 21, 2019

Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience. In Customer Advocacy, we live by a “listen + act” philosophy: we deeply value customer input, we are always listening, and we drive real change based on what our customers tell us.

Employee Experience 165

Employee Experience Customers Customer Centricity Innovation 165

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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

JUNE 17, 2019

Watch this webinar to learn the latest results from CustomerThink's research into the most effective ways to prove the ROI of Customer Experience.

Customer Experience 150

Customer Experience Webinar ROI Customers 150

ShepHyken

JUNE 19, 2019

It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.

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Customer Service Reference Customer Service Training Customers 133

Beyond Philosophy

JUNE 17, 2019

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! So I shouldn’t complain. But my blessing/curse does get in the way of enjoying simple things, like restaurant meals.

Customer Centricity 121

Customer Centricity Culture Consulting ROI 121

Experience Investigators by 360Connext

JUNE 18, 2019

Customer Experience is About Value and Values. Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promote our values in our customer experience, so customers can align their values with ours? Finally, how can we make our customers feel valued and important?

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Customer Experience Customers Brands Connections 110

Totango

JUNE 20, 2019

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. The customer’s usage rates are low. They’re not regularly accessing key features.

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Net Promoter Score Metrics Customer Journey ROI 86

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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

ShepHyken

JUNE 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. (Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.

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Article 2019 Customer Service Call Center 113

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, we would say regarding journey mapping that it is not only vital to consider the customer journey from beginning to end but also to view it from the customers’ perspective.

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Customer Journey Mapping Customer Journey Consulting Customers 100

ReviewTrackers

JUNE 17, 2019

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy. Over half a million small businesses get started every month, but very few survive. For a small business to survive and thrive, it is essential to get the basics right and find creative ways to create buzz about their offering, without sac

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Management Multi-Channel Advertising Fashion 87

Uplight

JUNE 17, 2019

I am thrilled to announce Tendril’s acquisition of FirstFuel. The move, combined with our previous acquisitions of EEMe and EnergySavvy, makes Tendril the single source for utility customer experience and engagement solutions to North American utilities and their residential and business customers. FirstFuel is a terrific fit for the type of company we are building.

Customer Centricity 89

Customer Centricity Innovation Culture Technology 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

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. The Interview with Mary Drumond: It’s important to look into the reasons why customers make their decisions.

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Poor Customer Service Feedback Customer Expectations Loyalty 109

Wootric

JUNE 19, 2019

As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? . Of course, you never went back to that brand again. And, why should you? According to Gartner , 89% of businesses compete mostly on the basis of customer experience.

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Customer Experience Poor Customer Service 2017 Consumers 82

ReviewTrackers

JUNE 21, 2019

One of the key aspects of reputation management that we here at ReviewTrackers continue to stress to all of our clients and partners, regardless of size, is the importance of having a holistic reputation strategy. Holistic reputation management seeks to cover all bases, ensuring that enterprises are going beyond visibility and analysis and are taking the necessary steps to make corrections to any aspect of the customer experience that might be hindering the perception of the business organizatio

Customer Service 82

Customer Service Management Fashion Hotels 82

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019. Author: Anne-Merete Jensen - Senior Business Consultant Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. For example, two-thirds of consumers say the questions they ask brands are now more detailed than they were 5 years ago. 91% of them say it annoys them whe

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Customer Service Contact Center 2019 Retail 76

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

Optimove

JUNE 20, 2019

In 2014, I became the Digital Marketing Manager for a software company. One of my first orders of business was to evaluate our marketing technologies and decide which we should keep, which to drop, and which to bring on board. I looked at our “MarTech stack,” identifying what we were using and how, and my head began to hurt. I believe many marketers feel this way; we’ve taken the term ‘MarTech stack’ too literally, collecting technologies into a pile, allowing each device to exist in its own sil

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One Millimeter Mindset

JUNE 20, 2019

When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success? Regardless of whether you design, sell or serve, clients do not initially do business with you anticipating a client retention strategy focused on listening to your excuses. If you are making excuses in order to retain clients, it is time to take your professional pulse.

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Workshop Download Employee Experience Blog 74

Experience Matters

JUNE 18, 2019

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. For some recent speeches I’ve combined my personal introduction with a broader overview of the evolution of enterprise transformation. After several requests, I’ve captured the content in this short (5 minute) video.

Management 106

Management Customer Experience Customers 106

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation. Mark spoke on multiple topics, but […].

Metrics 98

Metrics Books Customer Focused Management 98

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ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users!

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

Interactions

JUNE 20, 2019

Deploying AI in the enterprise has driven a lot of hype over the past couple of years, with regular news articles raising fears and hopes around the possibilities of what AI can accomplish. Enterprises are being bombarded with calls to adopt AI in their company, and many are adding the new technology to their lineup. According to research from Gartner , the top three motivators for AI and Machine Learning (Ml) investment are to improve customer experience, automate repetitive or manual tasks, an

Technology 67

Technology Customer Experience Roadmap Contact Center 67

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

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Contact Center Social Media 2019 Document 70

ChurnZero

JUNE 21, 2019

[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. . Companies work hard to attract and win their customers. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue.

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Webinar Measurement Customer Success Metrics 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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