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

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

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

Experience Investigators by 360Connext

MARCH 21, 2018

Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie. What a great time to be alive! We live in an age of constant discovery around artificial intelligence and the amazing ways we are sure to use it. When it comes to customer experience, there is no doubt AI is already impacting the way we do business, and I’m not just talking about hospitality bots.

Hospitality 137

Hospitality Hotels Healthcare Consulting 137

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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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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

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

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

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

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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

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

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

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

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

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

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

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

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 83

Communication Blog Leadership Airlines 83

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

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

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

B2C 65

B2C Customer Centricity Management B2B 65

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

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 82

Article 2018 Customer Service Loyalty 82

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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

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

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

B2C 63

B2C Customer Centricity Management B2B 63

ReviewTrackers

MARCH 23, 2018

Some businesses are still reluctant to embrace online customer reviews posted on sites like Yelp, Google, Facebook, and TripAdvisor. Maybe one of the previous comments they saw had caused a little PTSD. Or maybe there aren’t enough reviews coming in for management to make a fuss about. It could go the other way, too: too many reviews to manage and make sense of.

Social Media 72

Social Media Hotels Consumers 2018 72

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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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