GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.
Customer Bliss
FEBRUARY 14, 2019
Today I’m chatting with Scott Campbell , the senior vice president, and chief client officer at American National , which offers personalized life, business, and auto insurance. . Before leading client experience at American National, Scott spent a large chunk of his career in marketing and communications. He previously served as the company’s chief marketing officer.
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Experience Investigators by 360Connext
FEBRUARY 13, 2019
Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.
TechSee
FEBRUARY 12, 2019
We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work. Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
GetFeedback
FEBRUARY 12, 2019
Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
FEBRUARY 13, 2019
Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.
Beyond Philosophy
FEBRUARY 13, 2019
A psychology theory is all very well and good. However, if you can’t apply it to solve your practical needs, it is useless. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. A lot. We discussed a common mistake a lot of people make with psychological theory in our recent podcast.
GetFeedback
FEBRUARY 14, 2019
Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. How can you tell if it’s working? At GetFeedback, we use four metrics to measure the performance of our live chat support.
Upstream Works
FEBRUARY 14, 2019
There’s a lot of pressure to make Valentine’s Day count. After all, it’s one single day dedicated to achieving your relationship goals when there may be 364 other days that go unrecognized. At Upstream Works, we are all about customer relationships. They are at the heart of what we do all year round, and with good reason. Customer love translates to customer loyalty and advocacy.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ShepHyken
FEBRUARY 12, 2019
A Social CRM. Growing Your Business by Growing Your Soul. Shep Hyken interviews Jon Ferrara. They discuss his company Nimble , the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue… He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara: Jon Ferrara created GoldMine, the pioneer CRM program, by synthesizing existing technologies at the time.
Retently
FEBRUARY 12, 2019
While NPS® can be an excellent loyalty and customer satisfaction metric , it can also be much more than that. When used properly, Net Promoter Score® can play a significant role in your prospecting and sales process, essentially doubling your growth efforts by focusing on both customer retention and prospects conversion. But how do you use NPS to drive more sales and revenue?
GetFeedback
FEBRUARY 15, 2019
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.
Oracle
FEBRUARY 13, 2019
From the continued growth of ecommerce to the rise of experiential retail , 2018 saw a number of changes within the retail industry. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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Centriam Customer Experience Lab
FEBRUARY 14, 2019
Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line.
ShepHyken
FEBRUARY 13, 2019
Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. So we feel obligated to express our love and appreciation to those close to us. I’ve written several articles about this before, and my favorite one is called The Valentine Obligation.
GetFeedback
FEBRUARY 13, 2019
The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences. For example, if a volunteer is looking to work with animals, the centre will match that individual with an organization that handles animals.
Beyond Philosophy
FEBRUARY 11, 2019
My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic. What’s more, this award was voted on by clients and peers. All the hard work by my team has paid off, and I couldn’t be prouder of them. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Second to None
FEBRUARY 15, 2019
Key Performance Indicators (KPIs) allow for a company to visualize and track their progress towards key business objectives. In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. Additionally, these metrics let companies track their progress against their competitors’.
ShepHyken
FEBRUARY 15, 2019
This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t.
GetFeedback
FEBRUARY 15, 2019
It's quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. .
Gainsight
FEBRUARY 11, 2019
Last month, I quit my position as head of Customer Success at my company, RD Station. It was a dream job for a CS leader, if I may say so myself. In those six years leading the team, I’ve led its growth from one person to 180 people that are now spread across five different functional teams: Customer Success Manager (CSM), Partner Success Manager (PSM), Professional Services, Support, and CS Ops.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
Integrity Solutions
FEBRUARY 15, 2019
The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. By Bruce Wedderburn. The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.
Myra Golden
FEBRUARY 14, 2019
If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree.
GetFeedback
FEBRUARY 15, 2019
It's quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. .
Beyond Philosophy
FEBRUARY 15, 2019
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don’t usually share is that by academic standards, this concept is relatively new. An older theory also explains why we act the way we do as customers, and you need to know about it to promote customer success.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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