BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.
Customer Bliss
JUNE 28, 2018
Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.
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CX Accelerator
JUNE 27, 2018
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.
ShepHyken
JUNE 27, 2018
There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that custo
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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.
GetFeedback
JUNE 27, 2018
Feedback is a gold mine for businesses, but sending surveys and analyzing the results takes time. How do you keep up with a constant flow of new data and insights without losing sight of your goals? With GetFeedback, you can tap into the minds of employees, prospects, customers, and partners—all though a single, powerful platform. And today, we’ve added two more features to help you streamline survey development: Multi-Language Surveys and Draft Mode.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JUNE 29, 2018
Weekends in my household are often consumed by time well spent with my wife and two young children, who enjoy everything from hide & seek and board games with crazy rules, to baseball and bike riding. While I love these activities and the family memories they create, I too enjoy weekend time spent alone on. View Article.
Retently
JUNE 24, 2018
In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. From automating various tasks to integrating with other systems, find out below what you should pay attention to when deciding on the appropriate customer satisfaction survey software for your
Customer Bliss
JUNE 28, 2018
Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare.
Myra Golden
JUNE 25, 2018
Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers. To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those peop
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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
JUNE 29, 2018
Weekends in my household are often consumed by time well spent with my wife and two young children, who enjoy everything from hide & seek and board games with crazy rules, to baseball and bike riding. While I love these activities and the family memories they create, I too enjoy weekend time spent alone on. View Article.
ShepHyken
JUNE 25, 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. Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. (Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs.
Customer Guru
JUNE 26, 2018
What is an omnichannel experience? Omnichannel experience is not just a buzzword. Rather, it is a necessity for retail marketing today. Omnichannel experience is a revolutionary multichannel approach for marketing, selling, and serving customers in order to provide a cohesive customer experience. Its purpose is to create a harmonious and seamless customer experience across all touchpoints or channels – whether customers are shopping online from a desktop or mobile device, by telephone, or
ijgolding
JUNE 25, 2018
Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! In fact, so much is happening in industries around the world, I and other CX commentators have been spoilt for choice.
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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Experience Matters
JUNE 28, 2018
Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable? Temkin Group’s research shows that when employees are highly engaged, they are much more likely to behave in ways that help your organization: They stay late at work if something needs to be done They help other people Do good things for the company, even when it’s no
ShepHyken
JUNE 29, 2018
This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. – Bill Gates. There is no denying that loyal customers are the bread and butter of an organization. Retaining current customer satisfaction while securing more is fundamental to the growth of a business.
Michelli Experience
JUNE 26, 2018
Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids ). I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously.
ReviewTrackers
JUNE 29, 2018
This article was written by Anastasia Sviridenko. She is responsible for crafting and marketing content over at TextMagic. When she’s not working, you can find her going for a run or catching up on the latest sci-fi series. According to a study by Dimensional Research, 90 percent of the customers say that online reviews influence their buying decisions.
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.
Chattermill
JUNE 25, 2018
How Amazon is taking over the world by focusing on Customer Experience above all else. by Mikhail Dubov on 26 Jun 2018. customer experience. Amazon. business. Why CX will win the day and how Amazon is getting it done. amazon. A recent headline tells just how big Amazon has gotten: “Amazon Is Worth More Than Walmart, Costco, and Target Combined". If you are not based in the US, you can easily substitute the brands above with the top 4 retailers in your country and it will probably still work.
ShepHyken
JUNE 26, 2018
Everybody Deserves a Voice. How does participation create a customer experience culture? Shep Hyken sits down with Doug Bell, a customer experience consultant and founder and CEO of The Experience Manager , to discuss the benefits of creating a customer experience movement. ? ?. Top Takeaways: A company customer experience movement starts by giving everyone in the company a way to communicate with leadership.
C3Centricity
JUNE 28, 2018
What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!
NICE inContact
JUNE 28, 2018
The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era. With the move to NICE inContact CXone, however, the company is well on its way to its mission to create a planet run by the sun. As part of a fast-growing company in a hot market, its contact center is a hard-working one.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
ReviewTrackers
JUNE 23, 2018
Whether you’re managing a small- or medium-sized business or running an enterprise-level organization with hundreds of business locations, you can’t deny the importance of your local search ranking on Google. According to the Local Search Report by ReviewTrackers: . More than a third (35 percent) of searches have local intent. 53 percent of searchers typically visit a business within 48 hours of search.
Joe Rawlinson
JUNE 27, 2018
For ecommerce websites, the essential thing is to attract as much relevant traffic as possible. Of course, you need to have a well-designed website, offer quality products, add various incentives, discounts, content, etc. but all of these things are easy compared to driving quality traffic. On top of that, all of these things won’t matter if there are no interested people visiting your site and seeing what products and discounts you are offering.
Second to None
JUNE 26, 2018
Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.
InnerTrends
JUNE 29, 2018
Without any further ado, a highly engaged user is defined as someone who regularly receives value from your product. There are 2 main elements to this definition that are worth exploring: the value users find in your product, and. the frequency with which they use it. A. The value refers to the actions performed by the users (inside or outside the app) which deliver what you promised them.
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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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