CloudCherry
JANUARY 22, 2018
Customers today expect brands to be one step ahead of them. That implies that they are looking for experiences that are accompanied by the ‘ wow ’ factor. To deliver on these expectations, however, the pre-requisite is that organizations need to be proactive. More than having the ability to understand what customers need today, brands have to predict what customers want tomorrow.
Customer Bliss
JANUARY 25, 2018
Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar and I chat about how she’s been able to d efine Zoetis as a truly c ustomer obsessed company , where every decision is led by how it will benefit the customer base.
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InMoment XI
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a.
Customer Guru
JANUARY 23, 2018
Happy customers play a major role in bringing repeat business and business through word-of-mouth and referrals. When a customer service agent resolves a customer’s grievance with immense care and attention, the customer will talk about it to his friends and family. For this, your customer service skills must be par excellence. On the other hand, if your customer service team is indifferent to the customers’ issues, they will fail to impress the customers.
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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.
Lumoa
JANUARY 23, 2018
If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 26, 2018
Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open. Celebrating Exceptional CX Efforts The CX Elite Awards celebrate the achievements and exceptional impact practitioners and companies are making in their customer experience efforts. Each award recognizes and.
Customers That Stick
JANUARY 22, 2018
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Oracle
JANUARY 24, 2018
Customer Relationship Management, or CRM software, has come a long way since its beginnings in the 70s and 80s. It continues to evolve to incorporate new technology, features, and innovations to help organizations build and nurture personalized customer relationships. Here are four tech trends that are driving innovation in CRM in 2018, and helping organizations reach and engage their target audiences across channels. 1.
Beyond Philosophy
JANUARY 24, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.
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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.
InMoment XI
JANUARY 26, 2018
Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open. Celebrating Exceptional CX Efforts The CX Elite Awards celebrate the achievements and exceptional impact practitioners and companies are making in their customer experience efforts. Each award recognizes and.
Experience Matters
JANUARY 22, 2018
For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals.
ShepHyken
JANUARY 24, 2018
People say all the time that the first impression is important. No doubt it is. Just as important, if not even more so, is the last impression, as it leaves a lasting impression. If you’ve been following my work, this concept may be familiar to you. Recently, I tweeted about lasting impressions (follow me on Twitter @Hyken if you aren’t already doing so).
Alida
JANUARY 22, 2018
New gadgets always grab attention. But for a brand to be successful in the long run, any cool gadget needs to be backed by an exceptional customer experience. Done right, it creates a cult following. Home fitness startup Pelaton epitomizes how excellent CX drives consumers to buy into a new device. And in this case, it’s not a wearable, it’s a rideable.
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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InMoment XI
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a.
Heart of the Customer
JANUARY 25, 2018
The primary reason to run a customer journey mapping project is to drive customer-focused change. That’s what we heard when we asked customer experience practitioners to rate their success with their journey mapping project. A successful journey mapping project is one where change is made from the results. Driving change requires a strong model, and at Heart of […].
ShepHyken
JANUARY 22, 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. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. (CustomerThink) Here are 10 basic, however viable courses for business to turn irate, baffled, or disappointed clients into upbeat clients.
Kayako
JANUARY 24, 2018
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved.
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.
Totango
JANUARY 22, 2018
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless.
Centriam Customer Experience Lab
JANUARY 25, 2018
Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool.
ShepHyken
JANUARY 26, 2018
This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken.
Myra Golden
JANUARY 23, 2018
I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you.
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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.
ServiceDock
JANUARY 25, 2018
Note! The intention of this post is to keep businesses updated on the rollout of WhatsApp Business. We will update it regularly for the benefit of our clients and other interested parties.
ijgolding
JANUARY 22, 2018
In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. We’ve all seen social media posts from unhappy customers go viral- these posts can have a detrimental effect on your brands reputation and your audiences desire to do business with your company.
Oracle
JANUARY 25, 2018
Customers are the most important part of small- or medium-sized businesses (SMBs). Today, it’s no longer enough to simply provide them with a great product or service. “Satisfied” won’t cut it; they want to be delighted. They expect an unrivaled customer experience (CX), tailored to their exact wants/needs, throughout the entire buyer journey.
ShepHyken
JANUARY 23, 2018
When Virtual Reality Becomes Your Customer’s Reality. Shep Hyken Interviews Jeff Day, CEO of Bluewater Technologies. What if you could be face-to-face with your customers, anytime, anywhere? . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?
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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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