CloudCherry

MARCH 19, 2018

In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? By value, I mean more referrals, repeat business, higher revenue, and greater profitability.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause. Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-invest

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Win the Customer

MARCH 22, 2018

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.

Customer Service 144

Customer Service Social Media Customers Consumers 144

InMoment XI

MARCH 21, 2018

Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some. View Article.

Loyalty 186

Loyalty Customer Satisfaction Metrics Measurement 186

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CloudCherry

MARCH 19, 2018

In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? By value, I mean more referrals, repeat business, higher revenue, and greater profitability.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Customer Bliss

MARCH 22, 2018

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel,” is a great quote from Maya Angelou, that Claudiu Coltea , EVP and Head of Customer Experience for Citizens Financial Group, shared while answering the pay-it-forward question, that I ask in every podcast interview, “what do you know now that you wish you knew then?

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Beyond Philosophy

MARCH 23, 2018

Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.

Airlines 124

Airlines Management Transportation Reference 124

Customer Guru

MARCH 21, 2018

The days when a customer service (CS) team was strictly responsible for handling complaints from customers are long past. In this new market, your CS team has to handle plenty more than unruly and unhappy customers. Besides handling complaints, it also needs to focus on an even bigger role by taking the lead in sculpting an amazing customer experience, which ultimately cultivates high customer satisfaction that will also create customer promotion through additional recommendations and referrals

Customer Service 117

Customer Service Customer Service Strategies Fashion Customers 117

InMoment XI

MARCH 21, 2018

Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some. View Article.

Loyalty 150

Loyalty Customer Satisfaction Metrics Measurement 150

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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

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and provided lots of extra sources, if you want to dive deep into the topic.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ShepHyken

MARCH 21, 2018

I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within seconds an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection.

Sports 56

Sports Events Customer Service Training Presentation 56

UJET

MARCH 22, 2018

"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced bread." "There is simply no better online business.". The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Departm

2017 101

2017 Customer Experience Retail Connections 101

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics.

Loyalty 93

Loyalty 2018 Travel Insights 93

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

Oracle

MARCH 23, 2018

Companies were previously slow to adopt CPQ solutions because they were at one time difficult to use. But now, CPQ solutions have evolved to become easy to use, easy to implement, and instrumental in achieving high levels of productivity and ROI. Today’s CPQ market consists of companies in various industries such as insurance, automotive, travel, and financial services, who use the tool to achieve high levels of ROI.

Document 97

Document Automotive ROI 2017 97

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success?

Communication 86

Communication Blog Leadership Airlines 86

Second to None

MARCH 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey. Increased accessibility has changed the expectations of the average customer, and as a result brands have a whole new set of responsibilities that did not exist even ten years ago.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Steve DiGioia

MARCH 19, 2018

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. “Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment.

Loyalty Programs 81

Loyalty Programs Customer Relationship Management Loyalty Customer Relationships 81

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

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

ShepHyken

MARCH 19, 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. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. (Adweek) Consumers are demanding multichannel options that are easier to use.

Article 83

Article 2018 Customer Service Loyalty 83

Second to None

MARCH 22, 2018

The ongoing battle between brick-and-mortar stores and online retail is now on more even ground than ever before. The traditional arguments for both sides relate to the convenience provided by online shopping, and the immediate service provided by employees within the in-store atmosphere. While it is certainly being pushed more to the side, brick-and-mortar retail still has immense value in the marketplace.

Retail 81

Retail Leadership Voice of Customer Brands 81

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics.

Loyalty 74

Loyalty 2018 Travel Insights 74

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Customers

Oracle

MARCH 21, 2018

Because of the speed customer experience (CX) is moving, executives leading the charge often have mixed up perceptions about their own proficiencies and how prepared they are to face the future. Rapidly changing data and smarter technology keeps changing what customers expect from brands. As we previously reported , we set out to hear from the field directly, analyzing survey responses from over 350 CX professionals to get a better handle on their actual state of CX.

Customer Experience 101

Customer Experience 2018 Customer Expectations Insights 101

transcosmos Information Systems

MARCH 20, 2018

We’re living in a digital world where changes in the customer service industry happen by the day. Over the recent years, the focus has been on enhancing customer support in every contact point so that the overall customer experience is always a positive one. Since this trend is poised to continue for a long time, businesses should adapt and come up with different strategies to better serve customer demands and needs.

2018 76

2018 Customer Service E Commerce E-support 76

Pointillist

MARCH 22, 2018

By Swati Sahai. ‘90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. “Would you like fries with that?”— McDonald’s classic question is perhaps the best-known example of cross-selling. Amazon has attributed upto 35% of its revenue to cross-sell, both through its “Frequently Bought Together” and “Customers Who Bought This Item Also Bought” features.

Customer Journey 71

Customer Journey Hotels B2B Touchpoint 71

Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

2018 99

2018 Airlines Consumers Interaction 99

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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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