CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
GetFeedback
OCTOBER 27, 2019
Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms. They may assume that if someone doesn’t cancel their membership that they’re satisfied, but we know that’s not the case.
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CloudCherry
OCTOBER 27, 2019
Considering Implementing a CX Program? Good decision! While you’re at it, it might be a good idea to consider the things that are often overlooked when it comes to this noble endeavor. And, on this week’s ‘ Sweets of CX ,’ we’ve got the one and only Nate Brown – Head of CX for UL EHS , Co-Founder of CX Accelerator , CloudCherry’s first ever CX Champion, and our honored guest- to lend his expertise.
Beyond Philosophy
NOVEMBER 1, 2019
Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast. We discussed how one of the ways to view patterns is through this two-system lens, meaning the Intuitive and Rational Systems we use in our thinking. .
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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.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
OCTOBER 31, 2019
The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween. As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. No trick or treating.
Alida
NOVEMBER 1, 2019
With an open dialogue with customers, companies can accelerate and de-risk product innovation by gathering insights at every step of the product development cycle. With the Inner Circle, an online community of VMware customers and partners that facilitates rapid-cycle research, VMware product teams can improve product innovation while building customer satisfaction and loyalty along the way.
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
Customer Bliss
OCTOBER 31, 2019
As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. This deep dive is what I often refer to as the underbelly work. It’s about getting into the nitty-gritty and involves restructuring and reexamining how things have been done before.
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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.
Experience Investigators by 360Connext
OCTOBER 29, 2019
Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. Many CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story.
Alida
OCTOBER 29, 2019
We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing?
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
TechSee
OCTOBER 29, 2019
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.
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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Customer Bliss
OCTOBER 29, 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. When customers need you, are you there?
ShepHyken
NOVEMBER 1, 2019
This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company. The diagramming technique captures the multiple interactions customers make with businesses at varied touch-points.
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
One Millimeter Mindset
OCTOBER 30, 2019
Enduring professional stories are the stories clients and colleagues remember, long after you leave the room. First, your message sticks in their brains: motivating their actions beyond today. Then, that message catalyzes their professional behavior and mindset tomorrow and in the future. Why? Because your stories stick. Do you tell enduring professional stories or temporary ones?
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.
Heart of the Customer
OCTOBER 31, 2019
I’m returning home from a day and a half at Comcast’s headquarters, locked in a room with other marketing and CX thought leaders. (Okay, so not exactly locked in…) They brought us to Philadelphia to share the work they’re doing in customer experience and to get our feedback and advice. But mostly to show us […]. The post Good CX = Great Business Case appeared first on Heart of the Customer.
ShepHyken
OCTOBER 30, 2019
There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this. Kent was in the Navy, and we affectionally nicknamed him “Admiral.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
Integrity Solutions
OCTOBER 30, 2019
Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. The question is, are sales training efforts keeping up?
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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.
Cyara
OCTOBER 29, 2019
Change -- it is a word I hear everyday in my role here at Cyara as a customer success manager. Change excites me. It used to scare me, but I have learned that if you can’t embrace change in technology then your business will not survive. This is why I am so excited to be a part of Cyara -- we are led by an amazing change agent, our CEO Alok Kulkarni.
ShepHyken
OCTOBER 29, 2019
Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. Shep Hyken interviews Blake Morgan. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience.
Eptica
OCTOBER 31, 2019
Date: Thursday, October 31, 2019 Author: Pauline Ashenden - Marketing Manager 6 ways to prepare for peak – whatever your industry. Published on: October 31, 2019. Author: Pauline Ashenden - Marketing Manager Retailers need no reminding that we’re coming up to their busiest time of the year. Last year’s peak season was responsible for over 20% of annual retail sales and even more in some sectors such as toys and games.
Advantage Communications
OCTOBER 31, 2019
Today’s business world is highly competitive. No matter what industry your business is in, or whether it’s a start-up or enterprise , it’s highly likely that you will be competing with a large number of companies selling similar products or services. The only way to stand out from the crowd is to create a world-class customer experience (CX) that focuses on customer satisfaction.
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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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