GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

MAY 6, 2019

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.” — Bruce Arnett, CTO, MaritzCX Being a People Leader Bruce has over 20 years of.

Article 285

Article Customer Experience Customers 285

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

Net Promoter Score 155

Net Promoter Score 2004 2007 Insurance 155

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Chief Customer Officer 178

Chief Customer Officer Books Call Center 2018 178

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GetFeedback

MAY 5, 2019

Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it. Then, a couple of days later, you realize you don’t understand a bunch of features and you need some extra help from the provider. But somehow nobody replies to your emails.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

Joe Rawlinson

MAY 8, 2019

A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Quite simply, poor customer service will eventually spell the end of an organization – according to the White House Office of Consumer Affairs, customers who are the victims of an unhappy experience will tell 9 to 15 people about it.

Customer Service 117

Customer Service Social Media Poor Customer Service Banking 117

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level. Specifically, employee satisfaction is the extent to which your employees are happy with their jobs.

Net Promoter Score 273

Net Promoter Score Feedback Measurement NPS 273

ShepHyken

MAY 6, 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. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. (Team Support) Feedback matters in the customer-centric era of business we work in.

Article 118

Article 2019 Customer Service Magazine 118

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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

Customers That Stick

MAY 9, 2019

In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service. About The Intuitive Customer. FROM THE PUBLISHER: Consumers are unreasonable – but they’re not stupid.

Books 97

Books Retail Consumers Customers 97

Beyond Philosophy

MAY 10, 2019

We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens. Likewise, we buy Powerball tickets in the improbable event that we will win. In other words, we are terrible at estimating the probability of unlikely events, for good or ill.

Management 87

Management Events Customer Experience Design Insurance 87

GetFeedback

MAY 7, 2019

There is no denying the fact that we live in an era of instant gratification. The immediate response that we get from tapping or scrolling on a gadget has transformed us into impatient beings who refuse to wait for anything. Things are no different when it comes to client expectations regarding customer service. According to a study by Harvard Business Review , 65 percent of customers want their issues resolved in the first contact, while 50 percent of them will not give more than a week’s time

Customer Experience 252

Customer Experience Document Customer Service Representative Customers 252

ShepHyken

MAY 7, 2019

Culture Your Culture. Making Customers the Focus of Your Company and its Culture. Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture ; and the most effective work cultures for customer service. In Shep’s opening monologue, he talks about the difference between a repeat customer and a loyal customer.

Culture 115

Culture Books Employee Experience Innovation 115

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

Second to None

MAY 9, 2019

In the customer experience domain, the way to the customer’s heart is through their personal information. It sounds somewhat questionable. The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data.

2018 86

2018 Social Media Consumers Customers 86

Myra Golden

MAY 7, 2019

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”. In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know?

Transportation 92

Transportation Hospitality Workshop Interaction 92

GetFeedback

MAY 8, 2019

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. Given its significance, we conducted a global study to identify the latest customer service trends and best practices.

Customer Service 268

Customer Service Metrics Healthcare Government 268

ShepHyken

MAY 8, 2019

The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers.

Customer Service Training 122

Customer Service Training Information Customer Focused Customer Service 122

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

Talkdesk

MAY 6, 2019

It stands to reason that happier employees create better customer experiences, right? But how much does it matter to your customers—and to the success of your business? . The short answer is that it matters a lot. Recent research shows that organizations with highly engaged employees outperform those with low employee engagement by over 200%. If your employees are punching the clock every day, putting on a thin facade of politeness with customers, just to stay employed—then you’re missing out.

Engagement 84

Engagement Contact Center Culture Loyalty 84

ProProfs Chat

MAY 9, 2019

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement? And, are your strategies effective enough to shape their purchasing journey? Consumers today are in command of their product purchasing journey.

Social Media 83

Social Media Consumers Poor Customer Service Sales 83

GetFeedback

MAY 9, 2019

Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.

Article 291

Article Customer Experience Customers 291

ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand. Customer service offers more than just an avenue for your clients to show their support or grievance; it also helps attract new buyers and retain existing ones.

Blog 114

Blog Article Customers Customer Service 114

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Myra Golden

MAY 6, 2019

Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.” Here are the top three things my consultant advised me to do immediately to achieve the goals she set for me. 1.

Customer Service 85

Customer Service Call Center Consulting Culture 85

NICE inContact

MAY 10, 2019

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building.

Interaction 80

Interaction Contact Center Customers Blog 80

GetFeedback

MAY 9, 2019

Surface time-sensitive customer feedback and take immediate action to enhance the customer experience. It’s often said that “talk is cheap but actions are priceless.” In this case, collecting customer feedback is easy but taking action is where the real substance lies. By now we know customer feedback is critical for good business. It identifies strengths and blind spots so you can better understand the holistic customer experience.

NPS 170

NPS Demo Feedback Article 170

Oracle

MAY 7, 2019

View a complimentary copy of the full report. Online shopping may be top-of-mind when we think about customer experience, but perhaps equally ubiquitous and relatable is the field service experience. A long wait for the “cable guy” or the technician who never showed up to a service call are often joked-about clichés, but are real issues when it comes to delivering positive customer experiences.

2019 75

2019 Management Competitive Advantage Reference 75

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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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