GetFeedback

JUNE 22, 2019

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. After all, “The purpose of a storyteller is not to tell you how to think, but to give you questions to think upon,” according to Brandon Sanderson, author of “The

NPS 304

NPS Net Promoter Score Feedback Brands 304

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. While what we have built here has taken years to build and might not be totally replicated at your company, I hope it gives you inspiration or an idea to share with others in your organization.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

B2C 137

B2C B2B Customer Experience Culture 137

Alida

JUNE 27, 2019

As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative. They have a higher expectation of being heard and considered by the companies they patronize.

Customers 188

Customers Sales Technology Voice of Customer 188

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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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GetFeedback

JUNE 24, 2019

Watch this on-demand webinar and learn how to launch a cross-functional CX program that enforces customer-centric strategies across departments.

Webinar 210

Webinar Customer Centricity Customer Experience Customers 210

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service in

Technology 122

Technology Customer Service Contact Center Call Center 122

Alida

JUNE 26, 2019

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount. Whether that be considering how to communicate, ask questions, share back, or give personal recognition, they walk a mile in their customers' shoes to decide the best approach.

Feedback 174

Feedback Insights Communication Engagement 174

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted.

Metrics 172

Metrics Document Customer Journey Books 172

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.

Measurement 121

Measurement Customer Experience Design Loyalty Customer Retention 121

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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 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing.

Contact Center 115

Contact Center Blog 2025 2019 115

Alida

JUNE 25, 2019

“How do you keep people engaged when you’re collecting ongoing insight?” is a common question we get asked. The only way to maintain fast, agile access to a group of opted-in, richly profiled customers that you can collect feedback from over time, is to find the magic to engage them so that you continue to obtain their consent.

Feedback 164

Feedback Engagement Insights Customers 164

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience.

Net Promoter Score 115

Net Promoter Score CEM Measurement 2019 115

Beyond Philosophy

JUNE 28, 2019

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. I am proud of that. It occurred to me that it is the same thing.

Social Media 104

Social Media Apparel Sales Customers 104

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 24, 2019

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. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. (Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world.

Article 118

Article 2019 Customer Service Poor Customer Service 118

ProProfs Chat

JUNE 27, 2019

It’s true that managing a website is not just about updating content every single day; rather it is all about improving its performance by optimizing quite a few variables like conversion rate, visitor count, search engine ranking, bounce rate etc. There is no denying that luring the attention of your audience through all the noise and innumerable distractions isn’t easy at all.

User Experience 102

User Experience Sales Engagement Brands 102

ReviewTrackers

JUNE 27, 2019

Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. According to travel site TripAdvisor , as much as 93 percent of executives consider the improvement and management of their online reviews as the most important factor to the future of their business. Survey results show that, as an investment area, a review and reputation management strategy has become a higher priority for hospitality organizations than ma

Management 85

Management Hospitality Hotels Net Promoter Score 85

Alida

JUNE 28, 2019

Established in 1980, Manulife Singapore provides insurance, retirement, and wealth management solutions to meet the financial needs of customers across various stages of their lives. Their mission is: Decisions made easier. Lives made better.

Insurance 100

Insurance Customer Experience Financial Customers 100

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 26, 2019

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training Definition 134

Totango

JUNE 27, 2019

What do America’s longest running companies all have in common? They focus on the big picture: customer lifetime value. If you want your business to last, you need to prioritize customer lifetime value, too. To succeed in today’s customer-centered economy, you can’t simply focus on attracting new customers. After all, there are plenty of competitors to choose from, and customer expectations are higher than ever.

Advertising 78

Advertising Loyalty Loyalty Programs Customers 78

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. No matter how tech-savvy people are becoming but still whenever they visit a restaurant for the first time to spend good times with friends or family, they prefer relying on word-of-mouth recommendations.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

ProProfs Chat

JUNE 26, 2019

If you want the right answers, ask the right questions. But what exactly are the RIGHT questions? In this article, we tell you just that. To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Not just the questions, we’ve also handled how to collect those right answers.

Feedback 75

Feedback Net Promoter Score Events Hospitality 75

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ShepHyken

JUNE 25, 2019

A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. The Interview with Ford Blakely: When faced with a problem, it’s important to approach it from the standpoint of convenience.

Guest Experience 124

Guest Experience Technology Definition Consumers 124

Talkdesk

JUNE 27, 2019

By now, you’d have to be living in a cave to be unaware that digital transformation is a key corporate imperative today. Digital transformation initiatives are underway all across the enterprise, with the primary goal being to compete and win on customer experience. . Ironically, one of the places where these initiatives have stalled is the contact center, arguably the epicenter of customer experience.

Contact Center 79

Contact Center Customer Centricity Customer Experience Customer Service 79

Heart of the Customer

JUNE 27, 2019

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer.

Customers 133

Customers Workshop Customer Voice Consumers 133

Totango

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.

Customer Insights 68

Customer Insights Insights Touchpoint Metrics 68

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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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