Retently
JULY 2, 2018
Satisfied clients don’t just help your company generate more leads and acquire more business; they also enable you to increase the customer lifetime value , reduce your churn rate and finally bring in more revenue. How likely are your customers to recommend you to their friends, colleagues and work acquaintances? Wouldn’t it be convenient if there was a metric that you could use to assess that?
Alida
JULY 4, 2018
Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to realize your customer experience strategy as soon as possible. While customer experience (CX) transformation is an urgent matter, a CX strategy without direction guarantees pitfalls. According to Forrester Research, a focus on CX is a must in the age of the customer.
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Customer Bliss
JULY 3, 2018
How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.
Customers That Stick
JULY 5, 2018
Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations and 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.
Retently
JULY 2, 2018
There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. Ask the right NPS question to get a constant pulse on your customer satisfaction and you will gain an accurate understanding of how your company, product or service is perceived.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 2, 2018
In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article.
TechSee
JULY 3, 2018
“Instruction manuals” The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes. But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily.
ShepHyken
JULY 4, 2018
Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario. But, what happens when the response is wrong? I was on a website looking for a camera for my notebook computer.
ProProfs Chat
JULY 6, 2018
Did you know whenever we receive good customer service from a company, we tell two to three people. But in case of a bad experience, we broadcast it to ten or twelve others! Yes, that’s true and even science supports this. Quality of customer service is the golden key to enhance a brand image. Word of mouth, recommendations and referrals are mostly the crucial drivers of a successful business.
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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
JULY 2, 2018
In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article.
Customer Bliss
JULY 6, 2018
“An actionable, smart, and fun book everyone in hospitality should read. It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.
Oracle
JULY 5, 2018
Cutting-edge technologies are a great way for businesses to complement their customer experience (CX) logic with new exciting flavors, like virtual reality (VR), the concept where real and simulated worlds collide. VR is shaping up to be a game changer in many companies’ customer engagement strategies. In an ecosystem as dynamic as customer experience, VR appears to have hit the sweet spot due to its unique tangibility hallmarks and mind-blowing emotional footprint.
Experience Investigators by 360Connext
JULY 2, 2018
What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even MORE from you.
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
JUNE 30, 2018
Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience? The post How Small Things Influence Customer Behavior. appeared first on.
ShepHyken
JULY 6, 2018
This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. In fact, in highly competitive industries where brand loyalty is fleeting, companies cannot afford to deliver anything less than a perfect customer experience, or customers may take their business elsewhere.
Second to None
JULY 5, 2018
Investing in a Customer Experience measurement program like mystery shopping is a significant albeit necessary cost to achieve success in the modern business landscape. Consumers now have more purchasing options than ever before, making it essential that your organizational leadership is equipped with high quality consumer data. Many leaders across different industries implement mystery shopping programs to capture a better understanding of how consumers perceive their brand, but it can be chall
8x8
JULY 3, 2018
One recent study published by Marketing Week revealed that 75% of companies acknowledge that customer experience (CX) is of increasing strategic importance. Yet only 24% said that customer experience is fully embedded in their organization. If your company has not fully embedded a mature customer experience model, you are not alone. In fact, just 13% of organizations self-rate their CX delivery at 9/10 or better according to Dimension Data.
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.
transcosmos Information Systems
JULY 6, 2018
Every customer service channel is an opportunity for your brand to provide a positive customer experience, build customer relationship, and increase customer loyalty. However, not all businesses provide efficient and effective customer email support. Email is King. In today’s digital age, people no longer have the patience to call a hotline. They know they can send a quick message to customer support and go on with their daily lives while waiting for the information or solution they’re looking f
ShepHyken
JULY 3, 2018
Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?. Top Takeaways: Redbord shares the five rules of a customer-centric organization. 1) Knowledge of your customer. 2) Applying the knowledge. 3) Listening and prioritizing.
Second to None
JULY 3, 2018
Creating a product that excels in comparison to your competitors is an obvious goal for brands in any industry, but sometimes establishing customer relationships requires more than a great product. This is especially true for those brands that place their awesome products into big-box stores like Costco , Walmart or Home Depot. However, even though there is a disconnect between your organization and the way that your product is displayed, from a customer’s perspective, the crux of responsibilit
UJET
JULY 5, 2018
Decades ago, when business was mostly done in person or over the phone, it was easier to grasp a customer's satisfaction level. Happy customers smiled and said, “Thanks, see you next time.” Happy customers shook your hand and left good tips. They said things like, “You know, I told my brother about this place,” and so on.
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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.
QuestionPro Audience
JULY 6, 2018
It shouldn’t come as any surprise that the pet industry, which reached $86 billion in 2017, will continue to have a strong growth trajectory. Our relationships with our pets have slowly changed over the past few decades, eventually evolving into a beloved member of the family, according to 95% of Americans , up from 88% in 2007. 62% of American households now own at least one pet, and according to the ASPCA, the annual cost of owning a dog averages as much as $1,843.
ShepHyken
JULY 2, 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. 11 Types of Difficult Customers and Ideas for How to Handle Them (INFOGRAPHIC) by David William. (Small Business Trends) A critical part of running a successful business is managing customers.
Oracle
JULY 6, 2018
One of the biggest challenges in customer experience management is also one of the biggest opportunities—data. The sheer amount of data that companies have amassed creates potential to transform buying experiences. For that reason, the unification of data, artificial intelligence (AI), and analytics are the future of customer experience management. Companies are in a better position to achieve the highly sought-after goals of CX personalization and customer loyalty by avoiding the following stra
IntouchInsight
JULY 5, 2018
Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees.
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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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