ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality.

Customer Service 142

Customer Service Books Workshop Customer Service Training 142

InMoment XI

APRIL 5, 2024

However, in other cases, response bias can be more pronounced, particularly if the survey topic is sensitive or if participants have strong opinions or motivations that influence their responses. While a high response rate can be an indicator of a more representative sample, it’s not a standalone solution for addressing response bias.

Feedback 260

Feedback Reference Hospitality Workshop 260

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. In the best case, every touchpoint will evoke positive emotions and deeply fulfill your customer’s need at that specific point in their journey. Use your Customer Experience Mission Statement and CX Success Statement to guide you.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Any CX charter should address the following six components: What is Our CX Vision?

Document 358

Document Net Promoter Score Government Leadership 358

InMoment XI

JUNE 14, 2022

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. This is where CX metrics are so valuable. Customers Will Tell You Where Your Product Led Growth Bottlenecks Are. Where are the bottlenecks?

Metrics 260

Metrics Net Promoter Score NPS Effort Score 260

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). Today, the field of CX is a dynamic arena where mature technology applications seamlessly integrate to enhance user experiences. The technology provides more intuitive and personalized responses to meet individual needs.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

CX Accelerator

APRIL 1, 2022

I depend on your service to run my business so I need it to work. I need to know what’s going on and I need some assurance from you that this issue is being corrected once and for all.”. It’s impossible to talk about transparency without addressing the topic of oversharing. Back to CX Accelerator Blog Home.

Contact Center 266

Contact Center Communication Connections Customers 266

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. Prove That You’re Customer-Focused to Increase Trust.

Customer Experience 286

Customer Experience 2018 Culture Books 286

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. These 10 elements are proven tactics for better CX. Strategic Alignment.

Customer Experience 59

Customer Experience Webinar Books NPS 59

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Here are the key takeaways from the webinar.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

Upstream Works

NOVEMBER 30, 2022

This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company. Unsurprisingly, contact center as a service (CCaaS) adoption has accelerated, as contact center leaders are recognizing the need for innovation to better support digital customer experiences.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

CX University

MAY 23, 2023

The CX Professionals Association (CXPA) recently organized the CX Leaders Advance Conference, bringing together CX experts, thought leaders, and enthusiasts from around the world. I had the privilege of presenting on the topic of “Design Skills to Master Change and Emotional Impact” during this event.

2023 52

2023 Insights Customer Centricity Presentation 52

TechSee

SEPTEMBER 29, 2020

However, these drastic measures are usually short term as they negatively affect CX and employee morale. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX. Reduce the need for followup with next issue avoidance.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

COPC

APRIL 28, 2023

and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the COPC CX Standard , meet twice a year to ensure the Standard continues to adapt to the changing dynamics of the industry. Guest speakers from Mastercard , Nexcom A/S (Nexcom) and Quiq presented on the topic.

Customer Experience 74

Customer Experience Presentation Contact Center Customers 74

Interactions

APRIL 19, 2023

That’s a question every customer experience (CX) executive spends their day trying to answer. Interactions CMO Peter Mullen recently participated in a panel discussion at the GDS CX Innovation Summit entitled “Embracing the Fusion of Authenticity, Trust, and Customer Loyalty” to address that topic.

Loyalty 62

Loyalty Fashion Healthcare Contact Center 62

Upstream Works

NOVEMBER 30, 2022

This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company. Unsurprisingly, contact center as a service (CCaaS) adoption has accelerated, as contact center leaders are recognizing the need for innovation to better support digital customer experiences.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Customer Bliss

DECEMBER 28, 2017

If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time. What will CX Look Like in 2017? I thank you for taking the time to read my posts, and I look forward to creating even more great content for you next year!

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

SurveySparrow

AUGUST 28, 2023

Alright, let’s start with a bit of technical jargon—SaaS customer experience (CX) is the intricate dance of interactions, emotions, and perceptions that customers go through while navigating a Software as a Service (SaaS) product. As you dive deeper into the platform, you notice that it adapts to your needs. Need help?

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Playvox

FEBRUARY 6, 2024

QM, sometimes referred to as quality assurance (QA), includes more than just scoring interactions and is made up of a variety of processes and systems aimed to help improve and engage agents – with the desired outcome of delivering outstanding customer experience (CX).

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Daniel Group

MAY 25, 2023

Welcome to CX Success Strategies | June 2023 Have you given your team clear directions for CX? Establishing clear directions for CX is crucial in any business undertaking. In other words, your team needs your direction for CX. Governance provides clear direction for CX by: Setting a clear future outcome(s).

Government 52

Government 2023 Culture Touchpoint 52

Beyond Philosophy

NOVEMBER 5, 2022

As champions of Customer Experience, we don’t need to tell you how crucial it is to get people to change. Climate change is a topic so important to Chance that she is donating half of the profits from her book to go to 350.org appeared first on CX Consulting. ’ As a result, he has 290,000 followers of his work.

Multi-Channel 89

Multi-Channel Books Consulting Financial 89

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

inmoment

JUNE 29, 2020

Though COVID-19 has changed all the rules, businesses needn’t necessarily change how they approach customer service and customer experience (CX) in these challenging times. Rather, the Coronavirus presents an opportunity to get back to the basics of providing a quality experience, and that’s addressing fundamental customer needs.

Measurement 75

Measurement Retail Customers Brands 75

CSM Magazine

DECEMBER 10, 2021

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. For employees, you might need to reimagine the onboarding or recruiting journey to better serve a remote workforce’s expectations. Just like a customer, your employees’ needs will change over time. Now for the good news.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

CX Accelerator

DECEMBER 31, 2018

This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. What additional support do you need?Any If people do abuse it and it’s failing out of balance, they need to be coached up or coached out. Nate Brown is the Co-founder of CX Accelerator.

Culture 244

Culture 2019 Contact Center Leadership 244

SurveySparrow

JUNE 21, 2023

In today’s fast-paced and highly competitive business environment, the role of a Customer Experience Consultant, often shortened to CX consultant, is becoming increasingly significant. To ease the work of a CX consultant, SurveySparrow offers customer satisfaction surveys to know how happy your customers are with your product.

Consulting 52

Consulting Metrics Customer Journey Mapping Customer Experience 52

ShepHyken

JANUARY 31, 2022

My Comment: Trust is a hot topic and more important than ever in building repeat business and ultimate loyalty. The hot topics are personalization, omnichannel, and content marketing (storytelling). This article shares a short description of these topics and several more. by Sam Bradley.

2022 64

2022 Article Customer Service Contact Center 64

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Understanding these differences and how they complement each other can help brands achieve a broader CX perspective. Let’s dive into their fundamental differences, shall we?

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

Daniel Group

APRIL 13, 2022

For Referral Marketing to Succeed, you need Excellent CX First! You need to clearly understand how significant customer experience is to sales and marketing. I’ll start with the highlights from my two recent blogs to expand on this topic: Three Tips to Fire Up Your Customers to be Your Best Sales Force!

Marketing 98

Marketing B2B Feedback Sales 98

ShepHyken

NOVEMBER 27, 2023

My Comment: I’m a geek for great stats and facts about customer service and CX. The information is compelling to get a company started on their customer service/CX initiative or add “fuel to the fire” to your existing program, even if it’s doing well. There is no end to the service/CX journey.

Article 68

Article 2023 Customer Service Net Promoter Score 68

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

OpinionLab

DECEMBER 19, 2017

This happens frequently on a variety of topics. Me: There are a lot of people on this call that are talking and I don’t need to talk so I am just listening. My daughter: Why do you need to be on the call if you are not talking? Me (struggling to answer): I don’t know, maybe I don’t need to be on it. My daughter: Why?

NPS 88

NPS Webinar Loyalty Measurement 88

BlueOcean

DECEMBER 13, 2022

Salesforce reports that 55% of members would use their loyalty programs more if the rewards were personalized to reflect their unique needs. If you only take one thing away from this article, let it be this: At the core of this topic is the profound understanding that loyalty programs alone do not inspire loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Beyond Philosophy

JULY 7, 2022

Thanks for considering this topic, and have a great day. Since I assume many of you are scratching your heads about the same problem, I thought I would also address that here. So, I have lost nearly 100 pounds over the past year and needed to replace my wardrobe. We touched on these topics before. Almost Perfect.

Retail 161

Retail Online Experience Interaction Technology 161

SurveySparrow

FEBRUARY 24, 2024

You’ll also be able to put what you’ve learned into practice with the help of a survey tool and see the effect it brings once you cover the topics!) Improving Customer Experience: Use data to enhance interactions and address pain points. Let’s see where you need a heads-up and how to overcome those issues.

Definition 52

Definition Social Media Feedback Customers 52