eglobalis
NOVEMBER 5, 2017
In this article, we are going to give a few examples of enterprise technology companies simplifying their products, services, and experiences. The post How do enterprise technology companies simplify their products services and experiences? Part II appeared first on Eglobalis.
Customer Bliss
NOVEMBER 9, 2017
As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.
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InMoment XI
NOVEMBER 7, 2017
Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two.
Alida
NOVEMBER 10, 2017
Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? This time of the year invites tech predictions from analysts, futurists and advisory firms. For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data.
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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.
Beyond Philosophy
NOVEMBER 8, 2017
We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 7, 2017
Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two. View Article.
Lumoa
NOVEMBER 8, 2017
In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. When customers are asked not only the score but also why they gave that score, they provide very useful information about the drivers of satisfaction or dissatisfaction.
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience. After all, even though everyone in the company is technically responsible for delivering a great customer experience, those people who come into direct contact with your current a
Customer Bliss
NOVEMBER 7, 2017
Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.
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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.
Bob Hayes
NOVEMBER 5, 2017
Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs.
Alida
NOVEMBER 8, 2017
The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?
Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
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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Bob Hayes
NOVEMBER 5, 2017
Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs.
Alida
NOVEMBER 10, 2017
The prognosis is in: Health care is in the midst of disruption. The industry is facing uncertainty around the Affordable Care Act, and there’s pressure to drive digital transformation and manage costs. Just as intense is the pressure to deliver experiences that meet the expectations of consumers. In our recent webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age , digital strategy expert Ed Bennett shared his thoughts on the challenges facing health care and h
ShepHyken
NOVEMBER 6, 2017
Each week I read a number of customer service articles from various online 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. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. (Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.
OpinionLab
NOVEMBER 9, 2017
Improved customer experience can have huge and widespread impact on success against broader business objectives – such as increasing revenue and improving customer loyalty. But only if they’re focused in a way to drive biggest bottom-line impact. I’ve worked with companies across various industries examining customer-initiated feedback to uncover CX pain points.
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.
Storyminers
NOVEMBER 8, 2017
When people think of branding, they tend to think of it in terms of attracting customers—showing off your company’s best qualities to acquire new sales. But branding doesn’t stop after a sale is made. It persists throughout a customer’s entire experience and beyond. And if it falters at any point, it could cost you a repeat purchase in the future—or your reputation.
ClearAction
NOVEMBER 5, 2017
Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. If your answer is “kinda”, then you’ll be leaving money on the table. Customers are the source of paychecks, budgets and dividends.
ShepHyken
NOVEMBER 7, 2017
Be a Cut Above the Rest. Shep Hyken Interviews Steve Hockett, President of Great Clips. Wouldn’t you like to learn a few tips from a company that sees over 35 million customers a year? Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience. Shep Hyken interviews Steve Hockett, the President of Great Clips.
Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
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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.
Comm100
NOVEMBER 6, 2017
Introduction. Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).
ProProfs Chat
NOVEMBER 7, 2017
Customers have become more demanding than ever, thanks to the growing number of competing firms selling similar products. Owing to the increase and a significant surge in customer expectations, your business can no longer sustain the price of poor customer service. In fact, Accenture claims that 66 percent of customers switch companies due to poor customer service.
ShepHyken
NOVEMBER 10, 2017
This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. I believe that chat is an excellent self help tool. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.
Experience Matters
NOVEMBER 9, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech support for a computer. We analyzed the emotional responses across different ages of consumers after that interaction and found that: All ages of consumers are most likely to feel relieved The next most frequent emotions are happy and frustrated As you can see in the chart below: 18- to 24-year-olds: Whi
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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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