CloudCherry
JULY 23, 2019
In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. On the flip side, we’ve seen first-hand that companies are doing transformative and innovative CJM work. Those companies even call CJM their superpower.
CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. So, how do you know if customers are pleased with their level of service?
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Customer Bliss
JULY 23, 2019
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?
GetFeedback
JULY 22, 2019
A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place. That’s because, without customer feedback, you won’t know where to begin to improve your customer experience. .
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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.
TechSee
JULY 23, 2019
It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey. It means the company has done everything right, the customer has pulled out his wallet and is prepared to part with his hard-earned cash.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 24, 2019
Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.
GetFeedback
JULY 22, 2019
Infographic and cheat sheet on how to run a successful Voice of the Customer (VoC) program that will help improve customer experience across your brand.
ShepHyken
JULY 22, 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. 8 Tips for Improving Social Media Customer Service by Fara Haron. (Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer
Joe Rawlinson
JULY 24, 2019
Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? In this day and age, where cut-throat competition is rife, brand loyalty is as elusive as a dream.
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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.
Beyond Philosophy
JULY 26, 2019
How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve
Experience Investigators by 360Connext
JULY 24, 2019
It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing. The formula for success often didn’t even require gathering customer feedback, let alone responding to it.
ShepHyken
JULY 26, 2019
This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Basically, each one of us wants slightly more bang for their buck.
Totango
JULY 23, 2019
Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.
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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Beyond Philosophy
JULY 23, 2019
Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder.
Second to None
JULY 25, 2019
With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. It is almost hard to believe that this is the same reality in which people used to look businesses up in the handy-dandy yellow pages. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they?
ShepHyken
JULY 23, 2019
The Trap of “Nincompoopery” in Business and CX. Forging Real Relationships with Your Customers to Deliver Excellent Customer Service. Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It , and how to go from being a “nincompoop” to creating an exceptional customer experience. The Interview with John Brandt: There’s often a disconnect between organization leaders and customers.
Totango
JULY 25, 2019
What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. And sales is, well, sales: a customer makes a single transaction and your business profits. However, no business can thrive without making sales to new customers.
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.
NetBase
JULY 24, 2019
? ?. Updated July 2019. Gathering competitive intelligence on your competition is essential to brand survival. Access to digital data makes this a much easier to accomplish in theory – but with so many new competitors entering the game every day, any intelligence effort can quickly become time consuming. Fortunately, there are a range of competitor analysis tools to help brands speed this process up!
Ecrion
JULY 22, 2019
Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back. This means that, even if you think that your company’s current customer service policy and tactics are working, the harsh reality is that you may not know just how many of
ShepHyken
JULY 24, 2019
The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.
Avaya
JULY 22, 2019
The Fourth Industrial Revolution has transformed customers into fickle buyers. Extensive digitization has indeed changed the way we live, work and play, and there are a plethora of positives, including that it has given us, the customers, significant power. To see this in action, we don’t need to look past the impact a single tweet can have on an organization’s customer experience (CX) strategy.
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SurveySensum
JULY 25, 2019
Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Isn’t frustrating for you as a consumer? Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand.
UJET
JULY 22, 2019
Traditional call centers typically host all of its hardware and software on-site. This meant necessary hardware such as computers, servers, and all the infrastructure needs had to be stored and used at a central location. Agents would come into work and sit at a workstation to address support issues. Having all support hardware and software in one location was fine when the number of support channels was limited.
Oracle
JULY 23, 2019
At Oracle ModernCX 2019, Fortune Alexander, Senior Director of CX Product Strategy at Oracle is joined by Nancy Nardin, Sales Technology Stack Expert and Founder of Smart Selling Tools to discuss B2B sales best practices, tips, and trends. Watch our interview and read 3 best practices and trends for B2B sales. Build trust and engagement with the consumer.
Avaya
JULY 24, 2019
Brands are built on the great experiences that employees deliver to customers, starting with the contact center. As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. But what does this look like? What top factors make for a superior agent experience that then results in an incredible customer experience?
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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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