GetFeedback

APRIL 22, 2019

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant?

Customer Satisfaction 323

Customer Satisfaction Net Promoter Score NPS Metrics 323

CloudCherry

APRIL 22, 2019

Most businesses know that it’s not enough to merely market a product to the customer. Along with the product, brands have invested in creating a customer experience (CX) that will keep customers coming back to them. In our article ‘Delivering Customer Experience That Deliver Value’ , we discussed how understanding a customer’s psyche is key in providing customer service that has actual value for your business.

Competitive Advantage 186

Competitive Advantage Article Loyalty Consumers 186

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B customer success and delight.

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

CX Accelerator

APRIL 23, 2019

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.

2007 140

2007 Magazine Customer Satisfaction Innovation 140

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GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. .

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

Customer Bliss

APRIL 23, 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. The following is a lightly edited transcript of the video below. On today’s Daily Dose , I want to talk to you about how to suss out potential roles/positions that comes across your desk.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

CX Accelerator

APRIL 25, 2019

This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer experience can be a difficult job, an ambiguous job, and sometimes a thankless job. Nevertheless, we show up with passion and drive to fight the battles against a whole variety of villains.such as the points of tension in the journey, a lack of CX strategy, the leader that doesn’t believe in investing in the contact center and so many more.

Contact Center 140

Contact Center Customer Experience Customers 140

GetFeedback

APRIL 24, 2019

Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component. Customers need to easily be able to find answers to questions and contact support when issues arise.

Net Promoter Score 170

Net Promoter Score Effort Score NPS ROI 170

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.

Technology 118

Technology Entertainment Consulting Call Center 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

ShepHyken

APRIL 24, 2019

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience. Otherwise, the concept would be called surprise and disappoint. Nobody wants that! A while back, I interviewed Matt Dixon on Amazing Business Radio about the wonderful book he co-authored with Nick Toman called The Effortless Experience , where they cover the s

Books 118

Books Customer Service Training Customer Service Information 118

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. If you know of a great customer experience story please share in the comments section of this post.

Customer Experience 95

Customer Experience Customer Service Net Promoter Score Workshop 95

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential.

Customer Service 150

Customer Service Customers Article 150

Oracle

APRIL 22, 2019

The sky is blue. The grass is green. AR (augmented reality) is the next big thing. It’s not all around us yet, but it’s rapidly extending its reach as new implementations surface. This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time.

Technology 106

Technology Tourism Telecommunications 2025 106

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

ShepHyken

APRIL 23, 2019

Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers. The Interview with Mike Grande: Focus on a simple growth philosophy: to grow your business one customer at a time.

Loyalty 109

Loyalty Culture Interaction Sales 109

Survicate

APRIL 26, 2019

Recently, Anna Rubkiewicz dove deep into the topic of customer feedback management. In her article, Anna discussed the idea that companies can use what they learn from their customers during service or support engagements to inform the creation of their knowledge base documentation. She also reinforced the fact that surveys are, of course, an effective and efficient way to generate this feedback, as well.

Document 104

Document Feedback Information Insights 104

MyCustomer

APRIL 25, 2019

How to deliver CX in the age of distraction. By. Chris Ward. Thursday, April 25, 2019 - 08:31. Culture. Customer emotion. Customer experience management. Brian Solis: How to deliver CX in the age of digital distraction. Engagement.

2019 98

2019 Culture Customer Experience Management Engagement 98

Totango

APRIL 26, 2019

Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product.

Metrics 92

Metrics Measurement Customer Journey Customer Success 92

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

Kerry Bodine

APRIL 25, 2019

I’m thrilled to announce the addition of Jade to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.

Consulting 91

Consulting Sales Communication Management 91

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ? You’ll need to rely on more than simply the allure of a shiny new functionality or a brilliant process you have invented. .

Blog 91

Blog Article Technology NPS 91

Second to None

APRIL 23, 2019

We are always talking about how CX is a continuously changing practice that shifts to align with the current customer expectations and cultural norms. Yet we seldom discuss past iterations of CX that are no longer relevant to the market. While anticipation is key, reflecting on the history of CX can help to identify the factors that contributed towards changes in the past, and, in-turn help companies to become more equipped to both anticipate and cope with future changes. .

B2C 84

B2C Transportation Social Media Entertainment 84

Heart of the Customer

APRIL 25, 2019

We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Next week we’ll kick off the fun […]. The post May is (Journey) Mapping Month!

Events 84

Events Books Customer Focused Customer Journey Mapping 84

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TechSee

APRIL 23, 2019

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed. According to the Customers’ Voice: Predictive Maintenance in Manufacturing report by Frenus, approximately 50% of all large companies face quality issues following an unplanned shutdown.

B2C 104

B2C Automotive Reference Customer Satisfaction 104

ShepHyken

APRIL 22, 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. Why Anxious Customers Prefer Human Customer Service by Michelle A. Shell and Ryan W. Buell. (HBR) It is clear that these technologies are less expensive to offer than human support.

Article 80

Article 2019 Customer Service Competitive Advantage 80

Second to None

APRIL 26, 2019

Elderly couples are always telling younger couples that successful relationships require the ability to navigate and overcome obstacles as a team, ultimately bringing the couple closer together and making them stronger. The way in which someone handles conflict can reveal a lot about that person. The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so t

Loyalty 81

Loyalty B2C Brands 2018 81

Oracle

APRIL 24, 2019

When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.

Insights 82

Insights CEM Reference Touchpoint 82

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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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