GetFeedback

APRIL 19, 2018

We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention.

Engagement 170

Engagement Effort Score Measurement Article 170

InMoment XI

APRIL 19, 2018

Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty. Creating CX programs that drive results is accomplished by finding. View Article.

Customer Experience 150

Customer Experience Loyalty Article Customers 150

Customer Bliss

APRIL 18, 2018

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences. Listen to how I discussed this situation with Marketplace Morning Report, the morning after the incident.

Apparel 163

Apparel Automotive Books 2013 163

Customer Guru

APRIL 17, 2018

With the competition in the markets intensifying, it has become increasingly tough for a brand to differentiate itself from its competitors. However, there is a solution to this conundrum too. According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority.

Customer Experience 141

Customer Experience Touchpoint Customer Satisfaction Brands 141

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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

APRIL 19, 2018

Collecting feedback doesn't have to be impersonal and boring. Here are 5 survey tips you can use to start getting the data you need to succeed.

Engagement 150

Engagement Feedback Article 150

Customer Bliss

APRIL 20, 2018

In Uganda, women entrepreneurs often experience a vicious no-win cycle. They take out loans with such high rates, short cycles for repayment, and late fee penalties that no matter how hard they work, they really never get ahead. Now, that’s beginning to change: The Uganda Women Entrepreneurship Programme decided to give women entrepreneurs a chance by giving qualifying women an extended grace period for repayment, and improved loan terms based on how long the business has generated an income.

Net Promoter Score 157

Net Promoter Score Retail 2016 2017 157

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.

Feedback 110

Feedback Workshop Healthcare Culture 110

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted. AI and its enabling methodologies — Machine Learning, Deep Learning and its applications, NLP, computer vision and speech recognition — are the focus o

Customer Service 95

Customer Service Call Center 2017 Interaction 95

Oracle

APRIL 18, 2018

At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? In the tweetchat, CX experts shared valuable insights and tips—and now we’re going to share them with you.

Loyalty 107

Loyalty Brands B2C B2B 107

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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

APRIL 18, 2018

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.

Loyalty Programs 91

Loyalty Programs Loyalty Airlines Customer Service Training 91

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Customer Centricity 76

Customer Centricity Innovation Airlines 2002 76

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.

Feedback 78

Feedback Roadmap Customers Download 78

Kayako

APRIL 18, 2018

The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point. When it does, it pays to have a competent and responsive support center to handle troubleshooting.

Entertainment 79

Entertainment Document Consumers Technology 79

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

APRIL 17, 2018

Ushering in the Next Evolution of Brand Loyalty and Customer Experience. What does the future of brand loyalty look like? Shep Hyken sits down with Patrick Reynolds, Chief Marketing Officer for SessionM , to discuss how technology is transforming traditional customer loyalty programs into a dynamic and personalized customer experience. ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_

Loyalty Programs 79

Loyalty Programs Loyalty Hotels Brands 79

UJET

APRIL 19, 2018

Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Customers want their experience with a brand to be personalized and intimate.

Technology 105

Technology Customers Brands Customer Experience 105

ReviewTrackers

APRIL 17, 2018

If you’re looking to improve your business performance on social media, it’s important to know how your competitors are doing and how you’re measuring up against them. Conducting competitor analysis doesn’t have to be hard. This post will talk about how you can monitor the competition based on their activity on Facebook. Why Do Competitor Analysis on Facebook?

Social Media 73

Social Media Metrics Retail Measurement 73

Second to None

APRIL 17, 2018

Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. Whether it is someone that goes to fix or set-up in-home technology, complete physical therapy sessions, pet-grooming, etc. brands that complete this style o

Measurement 59

Measurement Customer Service Leadership Voice of Customer 59

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

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Blog 81

Blog Customer Experience Hotels 2018 81

Amity

APRIL 19, 2018

I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete. I am sure many of you immediately push back at this thought and will tell me that there is always going to be a need for such a reactive group, a group of individuals who wait for the customer to reach out to answer their questions, but I disagree with this thought process.

Webinar 91

Webinar Customer Success Customer Base Consumers 91

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Oracle

APRIL 17, 2018

Website forms are one of the most sensitive parts of a customer’s interaction with a business. As brands, when we present the consumer with a form, our implicit expectation is that the consumer will provide us with truthful answers – and will do so willingly and happily. However, the consumer also has expectations, stemming from a successful marketing campaign, a review they read, or even a previous experience within a brick-and-mortar store.

Brands 66

Brands Consumers Interaction Measurement 66

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Second to None

APRIL 19, 2018

Customer Experience measurement can help your team unlock vital information about the way that customers perceive your existing platform. The data provided by these programs can serve as an essential building block to any leading Customer Experience program because it comes directly from the mouth of the consumer. Traditionally, the focus of these programs is to measure employee performance within individual interactions, quantify customer effort and ensure adherence to compliance standards.

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

ReviewTrackers

APRIL 19, 2018

Customers tell stories on social media. Customers tell stories about their experiences with businesses – whether it’s about a restaurant or a bank, customers are going to write how they feel interacting with your brand. Building a social media marketing plan is essential to the success of your business because customers go to social media platforms to interact with other consumers – and your brand.

Social Media 56

Social Media Marketing Advertising Consumers 56

Experience Matters

APRIL 19, 2018

You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed. I applaud Starbucks’ swift and robust response to the situation.

Customer Experience 81

Customer Experience Customers 81

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? We’ve compiled a new version of our CX professional’s guide to industry conferences and virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. Bookmark this page and check back as we update event and conference information throughout the year.

2018 60

2018 Events 2019 Customer Experience 60

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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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