Customer Bliss

SEPTEMBER 18, 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. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?

Engagement 334

Engagement Chief Customer Officer Financial Blog 334

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these ins

ROI 256

ROI Financial CEM Metrics 256

InMoment XI

SEPTEMBER 20, 2018

Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem? Our research shows that frontline personnel use customer experience.

Management 236

Management Article Customer Experience Customers 236

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. In doing so, you gain a more holistic view of your audience and get access to more data to drive your business forward. We’re here to help you think bigger about feedback, so we’ve compiled the Top 10 ways you should be collecting feedback.

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Net Promoter Score Roadmap Events Feedback 199

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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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Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. and featured renowned speakers such as Seth Godin, Kindra Hall and Alexandra Samuel.

2018 145

2018 Insights Innovation Feedback 145

Customer Bliss

SEPTEMBER 20, 2018

Do you lead your business by thinking about your customers’ wants and needs? Are you putting the customer first? In today’s episode, we revisit two conversations with CX leaders representing global organizations about defining customer-obsession. In this work, defining customer-obsession means putting the customer at the center of your work. .

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Chief Customer Officer Culture Presentation Customers 131

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.

Leadership 136

Leadership Culture Sports 2016 136

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry. Apple’s continual focus on improving its Net Promoter Score has produced significant results for the company.

NPS 117

NPS Net Promoter Score Loyalty Omnichannel 117

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

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Webinar 2017 Financial Measurement 186

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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

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Who would have thought that in 2018, with all the technological evolutions we have already lived through in the past 10-15 years, from Cloud Computing, Smartphones, Social Media, Drones, Big Data, Virtual Reality(VR), Artificial Intelligence (AI) and the Internet Of Things (IoT),

Blog 111

Blog Customer Experience 2017 Social Media 111

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just one second, please. Shhh, baby, mommy’s coming in a minute, shhh.

Customer Centricity 104

Customer Centricity Contact Center Net Promoter Score Call Center 104

Oracle

SEPTEMBER 17, 2018

Customer service is expected, and our customers know what good service looks like. They no longer compare you to just your competitor, but to the best service they’ve ever received–from anyone. You can’t rely solely on the quality of your product. You must also add customer experience (CX) to the value you offer your customers. It doesn’t matter if you’re B2B or B2C, delivering an expected level of CX is now considered “table stakes.” Don’t think your co

Customer Experience 96

Customer Experience Travel Magazine B2C 96

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

Webinar 150

Webinar 2017 Financial Measurement 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

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. They had instant oatmeal in a cup. The cashier added the hot water and $4.00 later I was on my way. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal.

Hotels 24

Hotels Workshop Customer Service Training Books 24

Amity

SEPTEMBER 18, 2018

When it comes to content marketing, the most important goal is facilitating interactions that create loyalty. If you get content marketing right, people will be excited to engage with your brand over and over. You’ll be more than a brand; you will be seen as a source of useful information and leadership. You will also be able to associate your brand with things that people consider meaningful and important.

Loyalty 88

Loyalty Marketing Transportation Social Media 88

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

Webinar 150

Webinar 2017 Financial 2018 150

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 17, 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. The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira. (Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism.

Article 88

Article 2018 Customer Service Automotive 88

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?”. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

UJET

SEPTEMBER 20, 2018

The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.

Customer Journey 81

Customer Journey Customers Customer Service Customer Experience 81

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility.

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

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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.

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Experience Matters

SEPTEMBER 17, 2018

Hopefully you know by now that Temkin Group has labelled 2018, The Year of Humanity. We’ve been trying to propel people to embrace diversity, extend compassion, and express appreciation. We’ve been doing research as part of that effort. In our latest consumer benchmark study of 10,0000 U.S. consumers, we added questions about how often people demonstrate those three behaviors.

Customer Experience 50

Customer Experience 2018 Consumers Customers 50

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

Customer Care 94

Customer Care Contact Center 2018 Magazine 94

Steve DiGioia

SEPTEMBER 17, 2018

no wonder why today’s service is so poor! This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service. You can’t give good service when you have a need for instant gratification and the onslaught of limited service businesses and self-service kiosks have changed the overall service experience from what it was years ago.

Reference 92

Reference Books Article Customer Service 92

One Millimeter Mindset

SEPTEMBER 19, 2018

The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. You know. Out of sight. Out of mind. Until “something” happens. And it always does, doesn’t it? So, just who, in your organization is responsible for customer retention ownership? Who actually owns the customer, pre-sale through post-sale?

Customer Retention 71

Customer Retention Sports Leadership Sales 71

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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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