Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

GetFeedback

JUNE 5, 2018

If you’re a data-driven marketer, you want all the lead information you can get your hands on. Unfortunately, if you ask for it all at once—in one big, ugly form—people aren’t going to bite. It’s a problem marketers come up against all the time. You need the data, but how do you get it without putting people off? One data collection method is gaining popularity among innovative marketing teams: progressive profiling.

Document 170

Document Information User Experience Consumers 170

Beyond Philosophy

JUNE 4, 2018

Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset. The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset.

Wireless 144

Wireless Government Customers Reference 144

InMoment XI

JUNE 7, 2018

Car dealers have been stuck in a “transactional model” for far too long, giving less equal priority to the customer experience. And in many cases, customer retention is automatically assumed in far too many transactions. There is a huge opportunity to differentiate the dealership beyond just price and item, and make it stand out positively.

Retail 150

Retail Customer Retention Article Customer Experience 150

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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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Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Beyond Philosophy

JUNE 8, 2018

Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.

Insurance 128

Insurance Document Retail Books 128

InMoment XI

JUNE 7, 2018

Car dealers have been stuck in a “transactional model” for far too long, giving less equal priority to the customer experience. And in many cases, customer retention is automatically assumed in far too many transactions. There is a huge opportunity to differentiate the dealership beyond just price and item, and make it stand out positively.

Retail 150

Retail Customer Retention Article Customer Experience 150

Alida

JUNE 6, 2018

Great minds think alike—even fierce competitors. This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Competition between the two brands is long-standing, so it makes sense it would extend to their digital transformation efforts.

Apparel 153

Apparel Retail Innovation Entertainment 153

Customer Guru

JUNE 6, 2018

Some say that to be perfect in a customer-driven industry and to deliver 100% customer satisfaction is next to impossible. However, isn’t that what makes it more desirable? If the idea of customer service excellence were so easy, every organization would be at the top of their game! An essential starting point to make the impossible possible is to have an employee base that is customer-centric.

Customer Centricity 123

Customer Centricity Books Communication Customers 123

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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 6, 2018

In 1945 George Orwell published the literary classic, Animal Farm , which was required reading in my middle-school English class. I always remembered the line: All animals are created equal, just some animals are more equal than others. Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal?

Airlines 100

Airlines Hotels Loyalty Programs Travel 100

InMoment XI

JUNE 5, 2018

What Does Winning Look Like? Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. The following is a chapter from the book Unlock the.

Banking 150

Banking Books Article Customer Experience 150

Lumoa

JUNE 5, 2018

Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important? First, let’s get back to statistics : At least 30% of consumers stop interacting with a brand they love after the 1st bad experience and around 50% of all the consumers leave the brand for good after several bad experiences.

Webinar 84

Webinar Feedback Consumers Customers 84

Myra Golden

JUNE 8, 2018

Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. Using the principles of harmony, assertiveness and leading from the martial art Aikido, Myra walks your employees through the steps to politely and confidently control conversations.

Customer Service Training 93

Customer Service Training Communication Customer Service Customer Experience Design 93

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 4, 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. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. (CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s

Article 77

Article 2018 Customer Service Airlines 77

InMoment XI

JUNE 5, 2018

What Does Winning Look Like? Eastern Bank and Bangor Savings Bank Q&A: Banks’ Partnership Inspires Greater CX Success An interview with Joyce Clark Sarnacki; Executive Vice President & Chief Customer Experience Officer of Bangor Savings Bank and Richard Dorfman, the VP Customer Experience for Eastern Bank. The following is a chapter from the book Unlock the.

Banking 150

Banking Books Article Customer Experience 150

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.

Net Promoter Score 113

Net Promoter Score Customer Experience Telecommunications Marketing 113

Answer Dash

JUNE 5, 2018

Dennis Snow, well-known customer service guru, showcases in his new video on the problems that occur when an organization abdicates responsibility for managing the customer's experience. Let's get to know the importance of managing customer experiences of your business in this video by Mr. Snow. This vlog is created by Dennis Snow : Following a rewarding 20-year career with Walt Disney World, Dennis Snow is now the CEO of Snow & Associates.

Customer Experience 78

Customer Experience Management Customers Loyalty 78

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

JUNE 8, 2018

This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. Meet Mor and Yoni, two of the Lightricks support team all-stars. Ever been put on hold for three hours? Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.

Blog 79

Blog Social Media 2018 2017 79

Oracle

JUNE 7, 2018

So you want to be the next hotshot CX leader? There’s no denying that if you want to make an impression – in almost any business – the best way to do so is by putting the customer first. People who exceed their customers’ expectations inevitably exceed their employers’ expectations, and it’s these professionals who quickly find themselves becoming indispensable in today’s customer-centric business environment.

Webinar 79

Webinar Customer Centricity Customer Experience Customer Journey 79

Second to None

JUNE 5, 2018

The following article is a guest post submitted by Junaid Ali Qureshi. He is a digital marketing specialist who has helped several businesses gain traffic, outperform competition and generate profitable leads. His current ventures include Progostech , Magentodelvopers.online.eLablez, Star Leads.ae, Progos Tech and eCig. . If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea.

B2B 63

B2B 2018 Voice of Customer Brands 63

Retently

JUNE 4, 2018

“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”. Fred Reichheld, Bain & Company. The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

Feedback 60

Feedback Insights Net Promoter Score NPS 60

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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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Heart of the Customer

JUNE 7, 2018

We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities. Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. As she led the discussion, something interesting happened. […]. The post What is the point of a journey map?

Connections 60

Connections Engagement Customer Journey Mapping Customer Journey 60

Oracle

JUNE 6, 2018

You might not be thinking much about customer experience tech when up to your elbows in tulips, tomato vines, and rosebushes, but the Internet of Things has slowly but surely pushed its way in to gardens across the country. It’s really no surprise – IBISWorld pegs the American home gardening industry at a whopping $41 billion a year in revenue , which makes it a tempting target for both IoT start-ups and established players alike.

Technology 96

Technology Connections Presentation Customer Care 96

Myra Golden

JUNE 5, 2018

Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. I booked an extra night at the Arizona Biltmore just because I wanted some “me time” for relaxation and reading. I do this a lot, adding a day or two on to a business trip to chill, explore, and enjoy local restaurants. Do you take time just for you?

Workshop 69

Workshop Brands Customers Books 69

Second to None

JUNE 7, 2018

Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. The ubiquitous nature of the internet has led to more competition for consumer attention than ever before, making it essential that your brand is crafting an intentional digital identity to use in tandem with your existing in-store reputation.

Social Media 59

Social Media Voice of Customer Brands 2018 59

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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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