CloudCherry

AUGUST 4, 2019

Many corporate initiatives start out with a flood of excitement and energy, but it can be hard to sustain that momentum over the long haul. That’s a big reason why some customer experience (CX) programs are struggling. Think about it: CX programs can take three to five years to become a core part of the business. You need time to institute the voice of the customer (VoC) practices and take action based on authentic customer feedback.

Customer Centricity 236

Customer Centricity Demo Feedback Culture 236

Customer Bliss

AUGUST 8, 2019

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Experience Investigators by 360Connext

AUGUST 6, 2019

Success Relies Upon Customer Trust. When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Which brand hasn’t disappointed you? Which brand delivers on their expectations?

2019 125

2019 Touchpoint Brands Customers 125

GetFeedback

AUGUST 7, 2019

Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation. The appointment is set, the onsite technician is dispatched, but there’s no telling if or when he’ll arrive. Eventually he does, but it’s still a few more hours until the onsite service is complete.

Telecommunications 170

Telecommunications Transportation Feedback Customer Satisfaction 170

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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.

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ShepHyken

AUGUST 7, 2019

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call that lasted 10 hours and 43 minutes is one such legend. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

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Customer Service Culture Customer Service Training Leadership 132

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets just for you that you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs.

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ROI 2019 NPS Metrics 123

GetFeedback

AUGUST 5, 2019

Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers – through surveys. Since then we’ve continuously worked on making it easier and simpler for organizations to build better customer relationships. Our goal is to provide companies with a seamless way to marry feedback data and customer data, enabling them to take intelligent action at the right time and provide an exceptional customer experience.

Innovation 170

Innovation Feedback Customer Relationships Blog 170

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? The truth is that your business is built to serve customers hence customer satisfaction is one of your primary goals.

Blog 121

Blog Seminar Hotels Customer Satisfaction 121

Beyond Philosophy

AUGUST 9, 2019

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly.

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Measurement Airlines Voice of Customer Books 104

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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

Alida

AUGUST 6, 2019

In this automated, AI obsessed and data-driven world there is sweet irony that one of the biggest impediments to digital transformation, successful product launches, and exceptional customer experiences, are gut decisions and the opinions of the most senior person in the room.

Customer Centricity 133

Customer Centricity Culture Customers Customer Experience 133

Totango

AUGUST 8, 2019

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. In his 2016 letter to Amazon shareholders , Bezos describes the preservation of this day 1 feeling as the biggest driver for pursuing a customer-centric approach.

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Customer Centricity Customer Relationships Metrics Lifetime Customer 91

ShepHyken

AUGUST 6, 2019

“Sense and Respond” Culture. Building a Culture of Creative Response to Customer Need. Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf: Do work that has an impact on your customers. Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers.

Culture 119

Culture Customer Centricity Measurement Books 119

Second to None

AUGUST 9, 2019

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. Yet, its importance persists. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps. When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime.

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Loyalty Touchpoint Voice of Customer Brands 83

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

UJET

AUGUST 6, 2019

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Then you had to verify your identity with security questions, explain your issue, and hope that the problem could be completed by the first agent. The reality was that you would likely be transferred and have to repeat this process multiple times before the issue was resolved.

Social Media 78

Social Media Entertainment Retail Download 78

Kayako

AUGUST 7, 2019

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything. Your strategy should aim to make it simple and easy for your customers to get to you, find what they’re looking for, make a purchase, and get the best onboarding and support possi

Customer Journey 74

Customer Journey Advertising Customers Sales 74

ShepHyken

AUGUST 5, 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. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. (Thrive Global) How do you prevent yourself from undermining your own CX efforts so that your company can thrive?

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2019 Article Customer Service Customer Relationship Management 109

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

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Contact Center 2019 Net Promoter Score NPS 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

Steve DiGioia

AUGUST 5, 2019

it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do? Well, first off, they fixed the bug and made changes to the login process that made signing-in more secure for all users, not just the 467 who were affected.

Social Media 80

Social Media Books Events Loyalty 80

ClearAction

AUGUST 9, 2019

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer. For products or services you buy for more than $100 a month, pick one where you’ve switched brands, and answer this quiz: What was most instrumental to your decision to switch: deals or respect?

Leadership 74

Leadership Marketing Customer Experience Airlines 74

ReviewTrackers

AUGUST 7, 2019

Is there a way to remove or delete a Google review? It’s a question that we here at ReviewTrackers have been asked numerous times, by customers and readers alike. And it’s a question that’s typically asked with some measure of frustration: after all, if you’re managing a business, a negative review on Google can blemish your online reputation, especially if the review stands out in a search result for your business on Google.

Feedback 101

Feedback Social Media Blog Download 101

Oracle

AUGUST 9, 2019

Consider the amount of stress that often surrounds a wedding. There’s the planning, trying to accommodate two different families’ wishes, the finances, and the overall nerves that come along with the big day. So, when it comes time for the honeymoon, newlyweds simply want to relax, take a breath, and enjoy each other’s company — in a beautiful location, of course.

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Technology Travel Document Hotels 76

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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.

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Optimove

AUGUST 8, 2019

2019 is the year of the customer data platform (CDP). Marketing analysts and thought leaders have shared their frustration over disconnected customer data, and requests for CDPs are sprouting up like wildflowers in the spring. In this blog, we’ll segment the CDP tech stack into five categories to help you filter out the clutter and identify the best solution for your business.

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Customers Events Insights Customer Journey 76

NICE inContact

AUGUST 6, 2019

In an earlier post, The Digital Revolution, Rising Consumer Expectations , we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.

Contact Center 63

Contact Center Omnichannel Fashion Consumers 63

Customer Enthusiast

AUGUST 8, 2019

Earlier this summer, I was relaxing by the pool at a well-known resort in Las Vegas. Because it was 100° in the shade, from the moment I settled into my lounge chair I was on the lookout for a beverage server. Within a few minutes, the server appeared carrying a tray with several drinks. I […]. The post Balancing productivity and customer service quality appeared first on Steven Curtin.

Customer Service 65

Customer Service Customers Customer Experience Management Sales 65

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. Author: Taoufik Massoussi - Product Manager & Head of AI Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it.

Customer Success 66

Customer Success Net Promoter Score E-support E Commerce 66

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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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