GetFeedback
JULY 1, 2019
Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters to the audience at hand. To do so, many marketers create a presentation and a report. A presentation can provide need-to-know insights in a quick, informative way. Meanwhile, a report can provide a deep-dive of statistics, methodology, and executable actions.
CX Accelerator
JULY 1, 2019
When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. By the time my youngest son was 6 years old, I (Sheri) understood barber shops, grocery stores, restaurants, doctors offices, dentists, and most recreational activities were not built for us. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were aske
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Experience Investigators by 360Connext
JULY 2, 2019
What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users. And it isn’t limited to just customers. Organizations can also co-create with vendors, suppliers, resellers and specific groups of employees.
CloudCherry
JULY 5, 2019
I have been coaching high school lacrosse for 4 years now. I love the game of lacrosse and all that it can teach young athletes. I played the sport for 12 years and found that I love to coach just as much as I love to play. I value the relationships I build with my fellow coaches and my players. As a coach, I know that I can have a big influence on these young men as I interact with on a daily basis throughout the season.
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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.
GetFeedback
JULY 4, 2019
Not many companies spend the necessary time to designing surveys that look good. Design is often overlooked, which is a shame because it’s an essential part of getting the best survey results. As a society, we’ve become more design conscious and even use design as a way to tell which companies deserve our business. According to a 2018 Adobe and Econsultancy study , organizations that describe themselves as design-driven, outperform their peers by a considerable margin, and 73% of the respo
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 1, 2019
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. Is Customer Service The Same As Customer Experience? I Debate Myself by Steve Olenski. (Media Post) Like many others, I’m sure, I talk to myself quite frequently.
TechSee
JULY 2, 2019
Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service.
GetFeedback
JULY 2, 2019
Net Promoter Score is a fundamental customer loyalty metric. Learn how to integrate NPS with Salesforce to drive real results from customer feedback.
Beyond Philosophy
JULY 5, 2019
The Vital Art of Creating Memorable Messaging. When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options. So, from a Customer Experience perspective, it is vital that your product or service is one of these options recalled at the moment of the buying decision. In this episode of The Intuitive Customer podcast, we explore how our memories generate these choice sets for buying decisions.
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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.
ShepHyken
JULY 2, 2019
Punk CX with Adrian Swinscoe. Painting Outside the Lines of Customer Service. Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe: The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly.
Totango
JULY 2, 2019
These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next to them searching for every potential edge that will help them grow their business. The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them.
Myra Golden
JULY 2, 2019
For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.
Optimove
JULY 4, 2019
Grow with Optimove’s CDP. G2 Grid ® for Customer Data Platform (CDP) Software. Grow with Optimove’s Actionable Customer Data Platform. Improve customer experience, retention and lifetime value with Optimove’s Customer Data Platform. Unify and view all customer data in a single customer view. Autonomously receive actionable insights that drive measurable growth.
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!
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ShepHyken
JULY 3, 2019
Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem.
SurveySensum
JULY 3, 2019
Engage them, listen to them, delight them and that’s how you turn them into your super-fans. Give reasons to your restaurant guests remember you for the best-in-class experience you deliver. Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants.
Myra Golden
JULY 2, 2019
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting a
Optimove
JULY 4, 2019
I’ve worked in the CRM realm for many years, and it sometimes feels like most CRM organizations and professionals are still dipping their toes in the shallow end of the pool. As teenagers, they are more excited about features (quick fixes) than substance. It may sound harsh, so let me explain. A few months ago, I relocated to the UK with my partner to head Optimove’s London office.
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.
Experience Matters
JULY 2, 2019
Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement. Looking back, here are six principals that have helped me succeed: Actively Simplify. When faced with new situations, it often seems easiest to add layers of rules or additional concepts.
Gainsight
JULY 2, 2019
This year at Pulse 2019, Gainsight officially made our biggest product announcement ever. We unveiled the Gainsight Customer Cloud that includes incredible products like CS, PX, CX, CDP and RO—all purpose-built to drive customer success across the entire company. But there’s one announcement that’s just as big of a deal that may have flown under the radar compared to the Customer Cloud: a deep integration with Microsoft Dynamics 365.
Heart of the Customer
JULY 1, 2019
We launched our book at this year’s CXPA Insight Exchange. We’d shipped them to the hotel ahead of time, but when I arrived, they were nowhere to be found. My tracking information showed they had been delivered, but nobody knew where they were. The hotel recommended I call USPS to ask who signed for the […]. The post Is Your Customer Experience Program Making Your Customer Experience Worse?
Bizagi
JULY 4, 2019
Intelligent Process Automation is one aspect of a broader shift in technology, that of Automation as a whole. From driverless cars to autonomous drones, automation is helping make seemingly space-age technologies available today by creating and leveraging new forms of intelligence. Whether it’s customer communications in the form of desktop assistants, or automated tasks across an enterprise, automation is transforming the way we live and work.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
ReviewTrackers
JULY 2, 2019
It should not come as a surprise for those in the business of selling cars that the Internet is the first point of engagement when a potential buyer is trying to locate a new or used vehicle. Not only is it the first point of contact, but it is also the point of sale for over one-third of all new-car transactions in the United States. The rise of Internet sales has changed the rules of engagement, and those unwilling to adapt responsively are missing out on potential sales that may mean the diff
C3Centricity
JULY 3, 2019
Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.
Customer Enthusiast
JULY 3, 2019
In 2017 I wrote a blog about a partnership between Walmart and Strivr, a company that designs virtual-reality (VR) training. At that time, Walmart was testing VR-enabled learning in 31 of its Training Academies with aspirations to expand the training to 140,000 associates per year. Two years later, according to this recent Wall Street Journal article, headsets […].
NICE inContact
JULY 2, 2019
Digital customer service and business both move at the speed of now. Agility and flexibility are key, and responsiveness needs to be non-stop. This is why digital customer service is such a good fit for business and why integration needs to be seamless. There’s simply no time for mistakes. The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resour
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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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