CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 208

Customer Experience Social Media Customer Journey Mapping Customers 208

CloudCherry

OCTOBER 23, 2019

Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. Kaye Chapman is the Learning & Development Manager at Comm100 , an internationally-experience writer and trainer, a Contact Centers Specialist, and this week’s honored guest.

Customer Service 225

Customer Service Contact Center Customers Customer Relationships 225

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge.

Customer Experience Management 199

Customer Experience Management Customer Experience Management 2008 199

Experience Investigators by 360Connext

OCTOBER 22, 2019

What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond?

2020 169

2020 Customer Experience Innovation Brands 169

Advertisement

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.

2024

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 182

Customer Experience Social Media Customer Journey Mapping Customers 182

GetFeedback

OCTOBER 21, 2019

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.

Customer Experience Management 195

Customer Experience Management Customer Experience Management Loyalty 195

InMoment XI

OCTOBER 22, 2019

Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s the only way to be successful over the long term,” said Chase CEO and Business Roundtable Chairman, Jamie Dimon. This consensus among business leaders is further.

Engagement 150

Engagement Customer Experience Article Customers 150

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 140

Customer Experience Social Media Customer Journey Mapping Customers 140

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. It could be a dry cleaner, auto mechanic, dentist, or any company. Immediately you will feel the effects of bad customer service. I’m not being cynical, it’s just the fact of the matter. After centuries of doing business, why is something as important as delivering great customer service to grow through referrals and repeat customers seem to get a short end of operating budgets?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Advertisement

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

GetFeedback

OCTOBER 21, 2019

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.

Customer Experience Management 150

Customer Experience Management Customer Experience Management Loyalty 150

Beyond Philosophy

OCTOBER 25, 2019

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

Hotels 104

Hotels Travel Hospitality 2019 104

TechSee

OCTOBER 22, 2019

Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year or so. If these problems can be anticipated, they can be prevented with Next Issue Avoidance.

Contact Center 84

Contact Center Average Handle Time Metrics Call Center 84

Customer Bliss

OCTOBER 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. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.

ROI 120

ROI Chief Customer Officer Financial Call Center 120

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

OCTOBER 23, 2019

Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. The TV went on, but there was no cable or Internet signal. There was an outage. Obviously, the cable company didn’t do this on purpose.

Hotels 104

Hotels Customer Service Training Customer Service Information 104

Beyond Philosophy

OCTOBER 25, 2019

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100

SurveySparrow

OCTOBER 25, 2019

I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? Yes, they sure did!! I am not about to tell you that they were wrong. They couldn’t be more right. It’s a universal truth and everybody in the business stands by it. Then let me ask you, why is it that some companies are more successful than the rest?

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Oracle

OCTOBER 23, 2019

This is a preview of the on-demand webinar, AI for Modern Sales Teams. Artificial intelligence (AI) is helping modern sales teams better understand customer needs and sell more effectively. In a webinar co-hosted by Aberdeen and Oracle, Aberdeen VP and Principal Analyst Omer Minkara discusses research that reveals brands with best-in-class sales organizations that are supported by AI tools achieve results such as: 99% year-over-year improvements in revenue from customer referrals. 77% improvemen

Sales 75

Sales Webinar B2C 2019 75

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

ShepHyken

OCTOBER 21, 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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. (CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience.

Article 79

Article 2019 Customer Service B2B 79

Beyond Philosophy

OCTOBER 22, 2019

Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience.

Insights 92

Insights Government Books Customers 92

Upstream Works

OCTOBER 23, 2019

Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago. When a customer is engaging with a brand, they could be: walking into a brick and mortar store, researching brands on social media, taking online surveys after making a purchase, interacting with a bot on their tablet,

Customer Experience Management 60

Customer Experience Management Customer Experience Management Customer Journey Mapping 60

Michel Falcon Experience

OCTOBER 21, 2019

I had the pleasure of sitting down with best-selling author, and culture and marketing leader Bob Glazer. We dive into the importance of customer service for your employees, why companies struggle with authenticity and more. FOLLOW ME ON SOCIAL: Instagram — [link]. Facebook — [link]. LinkedIn — [link]. CONNECT WITH BOB GLAZER. Instagram — [link].

Culture 60

Culture Customer Service Connections Customers 60

Advertisement

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.

2024

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business.

Call Center 76

Call Center Leadership Blog Contact Center 76

Heart of the Customer

OCTOBER 24, 2019

A few months ago, I was interviewing a Senior VP customer of my client, and asked her, “Do you have a relationship with [my client]?” She replied, “Well, yes, we have a commercial relationship…” I cut her off (probably a bad thing to do in an interview!) and said, “I’m sorry, I didn’t explain myself well. […]. The post In CX, Relationships Matter appeared first on Heart of the Customer.

Customers 60

Customers Customer Engagement Engagement Customer Experience 60

Russel Lolacher

OCTOBER 22, 2019

Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. There is certainly a lot of messaging, slogans and words on the value put on this, but how it shows up in action from organizations is what matters.

B2C 61

B2C Management Social Media Connections 61

Influitive

OCTOBER 23, 2019

Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user. The post The 5 Stages of Customer Centric Design appeared first on Influitive.

Customer Centricity 92

Customer Centricity User Experience Consumers Customers 92

Advertisement

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.

White Paper