Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

Engagement 179

Engagement Social Media Sales Loyalty 179

CX Accelerator

JUNE 19, 2018

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Beyond Philosophy

JUNE 22, 2018

When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. We discussed Extremeness Aversion on our podcast earlier this month.

Customer Expectations 144

Customer Expectations Customers Presentation Sales 144

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Though he’s only been in this position for less than a year, Shawn is responsible for improving the experience of the hospital which spans both patient and caregiver experience, and the overall quality and safety aspect of the health care center.

Hospitality 143

Hospitality Healthcare Customer Centricity Presentation 143

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Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

Engagement 110

Engagement Social Media Sales Loyalty 110

ShepHyken

JUNE 20, 2018

The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry. And, Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world.

Customer Service 104

Customer Service Social Media Customer Relationship Management Customer Service Training 104

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. We spoke about the book, how good employee and customer experience affects businesses and customers, and why technology and CX should play nicely together without removing the human element.

Books 120

Books Chief Customer Officer 2006 Voice of Customer 120

Alida

JUNE 19, 2018

Large brands are increasingly turning to smaller ones for inspiration. These brands are hoping that by learning and adopting a startup mentality, they can fend off disruption and continue to lead their industry. In many ways, copying or even acquiring smaller players makes sense for larger brands. As digital natives, younger startups know how to use new technology to drive growth and can teach established players a new thing or two.

Brands 138

Brands Apparel Retail Insights 138

Customer Guru

JUNE 19, 2018

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot. However, a video released in April 2018 invoked myriad emotions in people, making them not wanting to visit a nearby Starbucks any time soon; some were infuriated, some were saddened, but most of them were just confused.

2018 89

2018 Poor Customer Service 2015 Customer Retention 89

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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

Experience Matters

JUNE 20, 2018

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” We’ve developed an updated infographic that brings the laws to life.

Customer Experience 116

Customer Experience Download Customers 116

ShepHyken

JUNE 17, 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. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. (Retail Customer Experience) A retail business can never be immune from complaints.

Article 83

Article 2018 Customer Service Airlines 83

Answer Dash

JUNE 20, 2018

Live chat is an effective tool most organizations are using to increase both conversion rates and sales. However, success with live chat only comes when the tool is used properly. This means using the best live chat software for website that makes it possible for you to engage with customers with relevant content and provide them with necessary help as they try to make a purchase online.

Sports 76

Sports 2017 Communication Sales 76

Oracle

JUNE 22, 2018

Having a great customer experience (CX) isn’t just for big brands. When a small- or medium-sized business (SMB) creates a CX roadmap, they differentiate themselves from the competition and win customer loyalty. However, an SMB faces unique challenges and opportunities when designing their CX. “CX is a giant. It’s like the Grand Canyon.

Fashion 71

Fashion Social Media Roadmap Retail 71

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

Up Your Service

JUNE 20, 2018

Smart service providers are using technology to delight customers , become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can enhance your customer experience: 1. Make your technology easy for customers to use. Is your website easy to navigate? At key points of interaction it helps to provide clear instructions.

Technology 68

Technology Customer Experience Social Media Document 68

ShepHyken

JUNE 22, 2018

This week we feature an article by Oisin Lunny who writes about a key to providing top-notch customer experiences, Rich Communication Services (RCS). – Shep Hyken. Technology is a vital part of our daily lives, but it’s notorious for its impersonality when it comes to business-to-consumer (B2C) communications. This reputation stems from the fact that most customer interactions are still driven by business convenience, not what makes things better for the customer.

Blog 15

Blog Customer Experience B2C Airlines 15

Answer Dash

JUNE 19, 2018

In the world of online support and customer service, you can’t avoid tickets or ticket triaging - it’s how customers get in touch with you and how you solve problems and improve customer experience. But not all tickets were created equal, and they shouldn't all be sorted through and answered by customer support representatives. It’s inefficient, costly, and just bad business.

Customer Satisfaction 69

Customer Satisfaction Customer Care ROI Customers 69

Oracle

JUNE 19, 2018

SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Niki Hall, Vice President of Marketing at Five9 , who shared with us her path to a successful career in technology and her 3 ingredients for a best-in-class team. View Niki’s interview and read the transcript below.

2018 75

2018 Technology Books Marketing 75

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

NICE inContact

JUNE 20, 2018

You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

Customer Service 66

Customer Service Contact Center 2011 Connections 66

ShepHyken

JUNE 19, 2018

Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Top Takeaways: The more automated things become, the more important it is to have strong customer service.

Books 78

Books Loyalty Customer Satisfaction Employee Experience 78

ReviewTrackers

JUNE 18, 2018

If you’re running or managing a business in the financial services industry, you’ve probably heard of Credit Karma. Founded in 2006, the website is known as a free credit and financial management platform, offering free credit scores, reports and insights, plus tools for identifying and disputing credit report errors. It gives members access to their credit scores and reports from TransUnion and Equifax, with weekly updates, as well as analyzes members’ credit profile and makes product recommend

Financial 62

Financial Banking Social Media 2006 62

Second to None

JUNE 21, 2018

The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. This helps ensure they share the content with others while gaining their loyalty to the brand. There are important guidelines for content marketing and the old views should be eliminated. Producing immediate sales from the content is important.

Loyalty 61

Loyalty Consumers Marketing Social Media 61

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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.

Customers

QuestionPro Audience

JUNE 22, 2018

The U.S. pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association.

2017 83

2017 2016 2018 Technology 83

Influitive

JUNE 21, 2018

The perils of leaving customer engagement and retention to chance This is a visualization of the typical SaaS buying process, which has clear stages and great content to guide buyers toward purchasing your product: This is a thing of beauty. People in your organization are constantly examining, optimizing, and perfecting it. Now, this is a.

Customer Retention 58

Customer Retention Loyalty Customer Engagement Engagement 58

Experience Matters

JUNE 18, 2018

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.

Customer Success 81

Customer Success Fashion B2B Customers 81

SurveyGizmo

JUNE 20, 2018

Why Use Lead Generation Surveys? Lead generation forms on webpages are undoubtedly an efficient way to collect data such as contact information about your prospects. These forms, however, typically fail to collect additional and useful data due to the fact that prospects are resistant to filling out a large amount of fields. Consider an example in which your goal is to facilitate lead generation for a growing business.

Net Promoter Score 61

Net Promoter Score Customer Satisfaction NPS Interaction 61

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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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