Customer Bliss
APRIL 27, 2018
Spring is finally here, and you know what that means… spring cleaning! Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. By this point, you have no idea what it really contains. Let’s talk about de-cluttering your customer listening!
Lumoa
APRIL 24, 2018
The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleag
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TechSee
APRIL 24, 2018
What is unboxing and why is it an important focus for brands? Product unboxing goes way beyond the simple act of unpacking a new device. It is an integral part of the installation, activation and operation of a newly purchased electronic device. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.
Michel Falcon Experience
APRIL 27, 2018
People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. The People-First Culture™ is a combination of all of these factors to assist businesses on the going down the path of becoming that admired brand in the eyes of both their employees and their 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.
Customer Bliss
APRIL 24, 2018
This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016. And of course, thank you to the listeners who support this show and tune in to hear all of the wonderful CX insights, lessons, and tactics discussed.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 24, 2018
Part One: Aligning Your CX Program CX industry continues to face a very real business challenge: unifying the corporate CX strategy with the onsite, day-to-day customer interaction. Too often, customers experience uncoordinated CX touch points, which creates an appearance of disorganization for your business. In part one of this CX governance series, you will learn.
Storyminers
APRIL 23, 2018
Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’ Nimble’s newly redesigned Today Page is an intuitive, all-in-one dashboard that delivers cl
Oracle
APRIL 26, 2018
At Modern Customer Experience 2018, I was up to my eyeballs with fantastic CX insights and exciting innovations. Here are three of my top takeaways. 1. Use artificial intelligence to cycle contacts through engagement channels. Katrina Leaf, the Global Marketing Automation Manager at Fluke, covered how to improve pipeline engagement through artificial intelligence (AI) platforms.
ProProfs Chat
APRIL 24, 2018
People Helping People is a Great Job! Customer support is the most crucial aspect of determining the success of any business. Earning customer loyalty is a tough nut to crack. And, going gets tougher if a company doesn’t have a right team in place to manage the customers. The support team plays a pivotal role to ensure that you are ahead of the competitors.
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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
APRIL 24, 2018
Part One: Aligning Your CX Program CX industry continues to face a very real business challenge: unifying the corporate CX strategy with the onsite, day-to-day customer interaction. Too often, customers experience uncoordinated CX touch points, which creates an appearance of disorganization for your business. In part one of this CX governance series, you will learn.
Customer Guru
APRIL 24, 2018
What should customers do to claim great customer experience from any business? All this while we have been talking about how companies can improve customer experience. I believe customers play an important role in ensuring they have a great experience; after all, they are the most important stakeholder in it. Organisations expend substantial efforts to deliver and improve exceptional customer experience.
Alida
APRIL 27, 2018
Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). The standout theme across the sessions was one that is human and real: build better empathy with people. According to many of the speakers, creating empathy within your organization for employees and customers will guide you on a path to create better customer experien
ShepHyken
APRIL 27, 2018
This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. It just happens. – Shep Hyken. Building an e-commerce site is just the first step of a successful e-commerce journey. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.
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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ReviewTrackers
APRIL 23, 2018
Is there a way to remove or delete a Google review? It’s a question that we here at ReviewTrackers have been asked numerous times, by customers and readers alike. And it’s a question that’s typically asked with some measure of frustration: after all, if you’re managing a business, a negative review on Google can blemish your online reputation , especially if the review stands out in a search result for your business on Google.
CX University
APRIL 26, 2018
Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization.
Alida
APRIL 26, 2018
According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. But—and this is an MC Hammer big but—at last year’s Customer Intelligence Summit , Rick Parrish, Forrester principal analyst servicing customer experience professionals, shared results of a stu
ShepHyken
APRIL 25, 2018
There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency.
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.
Pointillist
APRIL 26, 2018
By Swati Sahai. As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge.
Experience Matters
APRIL 26, 2018
Do you want to examine experiences through the eyes of your customers? I’m happy to announce that we’ve just released online training to help you use on of our tools, the SLICE-B Experience Review Guide. We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own.
Oracle
APRIL 23, 2018
At Modern Customer Experience 2018, Shashi Seth, Senior Vice President of Oracle Marketing Cloud, announced that Infinity has been added to Oracle Marketing Cloud as its new real-time data analytics and customer intelligence platform. How do modern data analytics technologies help today’s marketer get ahead? Here are 3 ways to use modern data analytics and customer intelligence technologies to fuel marketing programs. 1.
ShepHyken
APRIL 23, 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 Secret To Superior Customer Experience by Denise Lee Yohn. (Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX).
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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.
Second to None
APRIL 26, 2018
Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers.
customer sure
APRIL 25, 2018
At CustomerSure, we spend every hour of every day talking to people about customer feedback. Sometimes, people tell us: Customer surveys don’t work! People hate receiving them! They have a point. On Planet Earth, in 2018, a lot of well-intentioned customer surveys are being sent. But good intentions don’t always translate to great results. If it’s your first time doing anything, you’re likely to make ‘rookie errors’ – and surveys are no different.
Myra Golden
APRIL 26, 2018
Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. In essence, we need to build a strong cohesive team.”.
Experience Matters
APRIL 24, 2018
Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for eight years. This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake.
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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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