CloudCherry

AUGUST 17, 2018

How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM).

CEM 281

CEM Customer Relationship Management Customer Experience Management Customer Relationships 281

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.

Net Promoter Score 184

Net Promoter Score Consulting NPS Measurement 184

Experience Investigators by 360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.

Omnichannel 137

Omnichannel Brands Customer Journey Mapping Social Media 137

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Definition

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

SaleMove

AUGUST 16, 2018

Engaging in online sales without built-in, comprehensive support is a lot like opening a brick-and-mortar store without floor staff. No one’s available to help find a product, explain features or help in choosing between options. It’s an experience that usually requires customers to be independently resourceful, educated and committed beyond reason to a brand, product or service.

Culture 102

Culture Omnichannel Financial Technology 102

Experience Investigators by 360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.

Omnichannel 110

Omnichannel Brands Customer Journey Mapping Social Media 110

CX Accelerator

AUGUST 16, 2018

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.

Social Media 140

Social Media Books Culture Employee Experience 140

GetFeedback

AUGUST 15, 2018

It’s no surprise that successful brands are built on the positive relationships they create with their customers. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week.

Customer Satisfaction 150

Customer Satisfaction Effort Score Reference 2016 150

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ShepHyken

AUGUST 15, 2018

Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member.

Net Promoter Score 90

Net Promoter Score NPS Banking Travel 90

TechSee

AUGUST 14, 2018

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct. They offer insights and proposed courses of action to decision-makers based on problem diagnosis, previous actions taken, the outcomes of those actions and other relevant contextual info. These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. .

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

Retently

AUGUST 15, 2018

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies. As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products.

Customer Service 87

Customer Service Social Media Exceptional Customer Service Hotels 87

GetFeedback

AUGUST 16, 2018

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.

Metrics 195

Metrics Measurement Customer Service Customers 195

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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

Customer Bliss

AUGUST 14, 2018

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. These posts continue the learning for you with ongoing #MakeMomProud behaviors that you can learn from and emulate, with quick toolkits to assist you in your customer experience and culture transformation.

Insurance 111

Insurance Books Entertainment 2016 111

ShepHyken

AUGUST 14, 2018

The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce. They discussed her new book Growth IQ , what the carnival can teach you about business, and the 10 simple paths of business growth. ?. Top Takeaways: While growing up in Hawaii, Tiffani worked in a roaming carnival.

Hospitality 81

Hospitality Books Innovation Customer Experience 81

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that the world of business does, deep down, recognise that customers are connected to the reason their organisation exists

2013 74

2013 Customer Journey Definition Magazine 74

GetFeedback

AUGUST 16, 2018

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.

Metrics 150

Metrics Measurement Customer Service Customers 150

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

AUGUST 14, 2018

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences. It was a pleasure speaking with Canine Therapy Corps , Yamaha , Vitamix , as well as another one of my favorites, Pepper the Robot. Pepper is a humanoid robot manufactured by SoftBank Robotics.

Retail 174

Retail 2017 Travel Demo 174

ShepHyken

AUGUST 13, 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. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? by Steve Bernstein.

2018 72

2018 Article Customer Service Loyalty 72

Experience Matters

AUGUST 14, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #2: You Need A 360-Degree View of Customers What’s Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting for a 360-degree view of your customers woul

Customer Insights 98

Customer Insights Insights Customers Customer Experience 98

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth. You also have to make customer satisfaction a top priority. It’s a key competitive differentiator that will increase your customer lifetime value, strengthen your brand reputation, and positively impact your bottom line

Customer Satisfaction 146

Customer Satisfaction Metrics Net Promoter Score Effort Score 146

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

Joe Rawlinson

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. This confirms the psychological phenomenon that negativity garners more lasting responses than positivity.

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. In the world we live in today, we are constantly faced with challenges and competition, and the only way you’re going to win in such a cut-throat environment is to stand out. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena.

Metrics 75

Metrics Blog Customer Satisfaction Omnichannel 75

Omnicus

AUGUST 13, 2018

Lessons Learned Through Laughter.

Customer Experience 86

Customer Experience Customers 86

Northridge Group

AUGUST 16, 2018

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service.

Management 83

Management Contact Center Events Customer Service 83

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