GetFeedback
JULY 19, 2018
Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.
CloudCherry
JULY 18, 2018
Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals.
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Retently
JULY 17, 2018
One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape.
Customer Bliss
JULY 19, 2018
“You can’t change Rome in a day. You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception.
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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
JULY 20, 2018
Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. 1. Pick the right customer survey metric.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.
Customer Guru
JULY 20, 2018
Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today.
GetFeedback
JULY 14, 2018
A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. In the GetFeedback builder, select “Create from Scratch.”.
ShepHyken
JULY 17, 2018
Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation. What can you do to help create an effortless customer experience? Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?.
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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.
ReviewTrackers
JULY 20, 2018
If you’re trying to build your company’s online reputation , it can be tempting to take shortcuts and try to find a quick fix. This is particularly true for businesses with not-so- positive reviews and one-star ratings. After all, a stream of fresh positive reviews can quickly bury negative feedback and clear out blemishes in search results, right? This explains why there’s an increasing market for businesses looking to “buy Google reviews”: fake reviews, that is, posted under a random name and
Alida
JULY 16, 2018
Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch. Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do.
UJET
JULY 19, 2018
It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.
ShepHyken
JULY 18, 2018
There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if you know you’ll receive something back, and even if you don’t know exactly what it is? I think so, especially if the act of giving has no strings attached – even if giving more means you get more, then it truly is an act of kindness.
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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Oracle
JULY 19, 2018
Marketers are constantly asking themselves the same question: What makes our customers tick? They ask this question because every brand wants to deliver more of what people want and less of what they don’t. It’s a question that has become harder to answer in today’s digital world. Consumers now have more choice than ever before, and their expectations can appear to change on a daily basis.
TechSee
JULY 17, 2018
IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service
Up Your Service
JULY 16, 2018
? ? ?. A unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust. UP! Your Service is a long-term and satisfied customer of Salesforce.
ShepHyken
JULY 20, 2018
This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey.
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.
Second to None
JULY 17, 2018
If your organization is currently engaged in a mystery shopping program , how is the vendor you work with assuring you are collecting quality data ? Ultimately, the success of these programs relies on the integrity of the information collected, meaning that the individual evaluators could have a significant impact on the future direction of your brand.
SurveyGizmo
JULY 19, 2018
Many companies understand the value of customer experience but lack the analytics needed to strategically scale. While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).
Myra Golden
JULY 15, 2018
Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I have this old-school video at the bottom the page if you’d like to take a look.). The style, content, and quality of that video are as far as the east is from the west from my current videos and work.
ShepHyken
JULY 16, 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. 7 Customer Service Lessons from the Best Uber Driver Ever by Neil Pasricha. (Fast Company) This Toronto Uber driver has maintained a 4.99 rating after driving nearly 5,000 passengers.
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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.
Sampson Lee
JULY 20, 2018
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].
Method:CRM
JULY 17, 2018
[…]. The post 4 Ways to Increase Customer Engagement Through Email Marketing appeared first on Small business insight from the #1 QuickBooks CRM.
Eptica
JULY 18, 2018
Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX. Published on: July 18, 2018. Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.
Totango
JULY 18, 2018
According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.
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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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