GetFeedback
MAY 23, 2019
CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. In essence, VoC gives your customers a voice within your organization. .
Customer Bliss
MAY 23, 2019
“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. .
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TechSee
MAY 21, 2019
It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. Take, for example, a new telco customer and the wide range of emotions they could experience along their personal journey with the company: excitement when unboxing, frustration during installation, annoyance at being transferred between departments, relief at
InMoment XI
MAY 23, 2019
Surveys are a great way for customers to candidly share the story of their experiences. When used correctly, surveys can provide insight on where certain improvements can be made in order to promote retention and loyalty. But what happens when these surveys are hijacked? Just as Batman and Robin must continually update their weapons arsenal. View Article.
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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
MAY 24, 2019
Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished. Among this debate, misconceptions have emerged from both sides. In order to truly understand this metric, these common NPS myths should be debunked. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 24, 2019
The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an excellent memory of your Customer Experience.
InMoment XI
MAY 21, 2019
Shifting Focus to the Customer, Not the Product Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, others have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination. However, for those well.
GetFeedback
MAY 24, 2019
Four Net Promoter Score (NPS) myths debunked once and for all. NPS is a necessary customer experience metric, and this article will prove it.
ProProfs Chat
MAY 24, 2019
As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market.
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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.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.
Thematic
MAY 22, 2019
Earlier this month I attended the CXPA conference in Salt Lake City. CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Check them out. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. As a first time attendee I was exposed to the challenges that modern CX teams are facing.
ShepHyken
MAY 22, 2019
Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you.
Totango
MAY 21, 2019
In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Plus, retaining a following of customers gives you a good brand image, as it shows that your company is capable of inspiring loyalty.
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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Beyond Philosophy
MAY 23, 2019
I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It takes too much time and energy for us to respond to tricky or difficult challenges. Moreover, if we are at a state of cognitive depletion, where we are too tired to make good decisions or use rational thought to figure out a solution, we are likely to w
Oracle
MAY 22, 2019
Shopping cart, wish list, gift card, coupon – these concepts have migrated online with the rise of ecommerce and are now primarily associated with nifty icons on a website rather than objects of the physical world. According to Statista , the ecommerce share of all retail sales worldwide amounted to nearly 12% ($2.8 trillion) in 2018. These numbers are growing year over year.
ShepHyken
MAY 24, 2019
This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side?
SurveySparrow
MAY 21, 2019
Some businesses know that they have happy employees who adore their jobs. Some other companies find (to their dismay) that most of their employees barely tolerate working for them. Worst of all, many employers just do not know how their employees feel about them even. And really, I cannot think of a more toxic ignorance than that. The future of a company is hopelessly bleak should the employees hate their jobs and the management remain unaware of that.
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.
ReviewTrackers
MAY 24, 2019
Independent mechanics generate about $62 billion in annual revenue and serve two out of three vehicles in circulation. Car repair is a perfect example of an industry where reputation (and keeping a good name offline) matters more than anything else. A good name is of particular importance for independent car repair shops without the advantage of brand association available to the service department of car dealerships.
Oracle
MAY 19, 2019
Dogs have long been touted as man’s best friend. Loyal, playful, and always eager to greet their owners when they return home, these animals are incredible sources of joy for people around the world — well, unless you’re a cat person. For people struggling with mental or physical health issues, therapy animals of any species take those comforting feelings a step further.
Totango
MAY 23, 2019
When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.
Lumoa
MAY 23, 2019
In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.
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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.
Integrity Solutions
MAY 20, 2019
If your employees struggle with a willingness to ask the questions that will deliver more client value, you need focus on shifting their mindsets and building their confidence. One of the biggest issues on the minds of L&D professionals working in and with financial institutions today: What separates the most effective tellers, CSRs, loan officers and other bank and credit union employees from all the rest?
Oracle
MAY 21, 2019
SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 14th video in the Smarter Demos series, we take a look at some of the latest CX tech innovating the automotive experience. Yamaha, along with Shon Wedde, Senior Director, Product Management, Oracle , brings a new vision of customer service to life by integrating IoT, AR, and other mobile technologies for the consumer and dealer markets.
One Millimeter Mindset
MAY 23, 2019
Leadership through storytelling takes another look at your toxic professional stories. You know, the ones you bury, because you associate these stories not only with personal and professional embarrassment and humiliation. But also, with toxic workplace environments. Often, you move on: from toxic colleagues, workplaces and stories. However, you remain good and stuck in these stories, spinning your professional wheels.
RapportBoost
MAY 22, 2019
Many of our clients describe a conundrum they face with their live chat team. While they want agents to represent the brand consistently and professionally, they recognize that these people must possess the latitude to show authenticity and go “off script” to build genuine connections. That means employing a “one-size-fits-all” approach for nearly any organization never works, most notably when brands treat prospective and existing customers the same way.
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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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