CloudCherry

FEBRUARY 20, 2018

Technology has become decisive to shaping customer experiences. It has opened up infinite possibilities for brands to not just capture customer data, but also engage with customers in real-time, in a seamless manner. And Virtual Assistance is an important part of the technology wave. It adds a level of personalization to the customer experience and also improves the efficiency of addressing customer queries, issues and more.

Consumers 170

Consumers Social Media Brands Customer Service 170

Customer Bliss

FEBRUARY 23, 2018

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. In an article recently featured in Retail Drive, “ Why Best Buy is Investing in Employees ,” Corinne Ruff shares how Best Buy’s determination to invest in its employees is driving growth and success for the company.

Employee Experience 165

Employee Experience Retail Financial Sales 165

GetFeedback

FEBRUARY 20, 2018

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

Effort Score 195

Effort Score Customer Experience Measurement Customers 195

Beyond Philosophy

FEBRUARY 22, 2018

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?

Travel 131

Travel Fashion Customers Communication 131

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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.

Customers

CloudCherry

FEBRUARY 22, 2018

Go to a non-business department in any university and ask what they think of the idea that they are actually selling a product/service and should treat their students like a business treats their customers. In all likelihood, you’ll get a lot of horrified looks. The students will nod in agreement, but the faculty — especially those who are passionate about academia – will give you haughty glares and might just evict you from the premises.

Customer Experience 150

Customer Experience Social Media Customers Customer Journey 150

GetFeedback

FEBRUARY 20, 2018

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

Effort Score 150

Effort Score Customer Experience Measurement Customers 150

Win the Customer

FEBRUARY 23, 2018

Public relations disasters are many companies’ worst nightmares. Whether it’s a common mistake that leads to a temporary bad reputation or a bigger problem that affects the future of your business, negative PR can be hard to recover from. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing.

2015 99

2015 Social Media 2016 Travel 99

ProProfs Chat

FEBRUARY 23, 2018

What is Customer Analytics? Simply put, customer analytics is the process and technology that organizes and interprets gathered data to reflect the demographics, actions, and habits of your customers. This data can provide unique, actionable insights that can transform the way you run your sales, marketing, and customer service departments. It can impact your entire business.

Sales 100

Sales Social Media Advertising Customers 100

Experience Investigators by 360Connext

FEBRUARY 21, 2018

What if the customer experience you had to deliver was all about YOU? What if the customer experience you delivered was a 20-minute speech? The National Speakers Association Winter Conference sought to be an experience, and to ask professional speakers how they can be an experience. Here are some ideas I believe anyone can apply to the experience connected to their personal brand. 1.

Entertainment 110

Entertainment Sports Presentation Travel 110

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

Oracle

FEBRUARY 21, 2018

Oracle is hosting its annual Modern Customer Experience conference April 10 – 12, 2018 in Chicago, with over 250 planned sessions spanning customer experience focus areas like sales, commerce, service, and marketing. In addition to covering hot tech topics in CX like artificial intelligence and IoT, ModernCX will feature keynotes from top CX leaders, special programs, and top-notch entertainment.

2018 94

2018 Customer Experience Entertainment Events 94

ProProfs Chat

FEBRUARY 22, 2018

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass helpful feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. As Damon Richards states: “ Your customer doesn’t care how much you know until they know how much you care ”.

Customer Service 101

Customer Service Social Media Customers Feedback 101

Customer Guru

FEBRUARY 20, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Marketing 78

Marketing Customer Centricity Metrics 2017 78

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

FEBRUARY 21, 2018

Not long ago, I had a somewhat tenuous conversation with one of our suppliers. I mentioned to him that it took too long for him to call me back. This time it took three days. His response was, “I called you back the same week. That isn’t good enough?”. No! It’s not! That’s not what good service, at least for me, is about. But, that’s not what this lesson is really about.

Customer Service Training 87

Customer Service Training Definition Information Customer Focused 87

Oracle

FEBRUARY 23, 2018

Creating a great customer experience (CX) is one of the most effective business objectives you can set for your small or medium-sized business (SMB). Having your customer in mind at all times means that you can focus your attention on what adds value to their lives and what makes the buyer’s journey more seamless. However, there’s a limit to the type of customer experience you can build without technology.

2018 87

2018 Lifetime Customer Customer Relationship Management Touchpoint 87

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.

Customer Journey Mapping 78

Customer Journey Mapping Customer Journey Hotels Books 78

Second to None

FEBRUARY 22, 2018

Organizations that have managed to open up branches across the country are constantly trying to measure, understand and improve the performance of each individual location to ensure they match brand standards. One effective way to understand the performance of individual branches under your brand umbrella is to implement competitive benchmarking programs , because it can capture contextual information about branch performance.

Voice of Customer 72

Voice of Customer Brands Leadership Customer Centricity 72

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

ShepHyken

FEBRUARY 20, 2018

Great Customer Experiences Start with Great Employee Experiences: Valuable Lessons From Comcast. Shep Hyken Interviews Tom Karinshak, Senior VP of Customer Service at Comcast. Are your employees properly equipped? . . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”><span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; over

Social Media 87

Social Media Call Center Customer Service Training Employee Experience 87

LiveChat

FEBRUARY 19, 2018

Your corporate image depends on the customer service you provide. A once unsatisfied client is unlikely to use your product again. That’s why you should take every opportunity to deliver a great customer experience. One of the best ways to do this is to automate your customer service with AI chatbots. In this post, we’ll talk about the best virtual assistants to improve your customer service.

Customer Service 76

Customer Service Return on Investment Books Hotels 76

Influitive

FEBRUARY 22, 2018

Taking an advocate community global can be daunting for many organizations. Building and implementing a strategy to connect almost 2,000 advocates speaking multiple languages spanning more than 40 countries has been challenging to say the least. Through this process, the number one lesson I’ve learned is to utilize best-in-class tools to connect and enable your.

Connections 74

Connections B2B Customer Engagement Marketing 74

Second to None

FEBRUARY 20, 2018

Online stores and increased accessibility has ramped up competition amongst organizations in every industry, making it essential that brands find a way to offer a unique value to their customers that only they can provide. By tailoring your services to provide this level of value, you are positioning your brand to both endear itself to customers for the long-term and contributing to a winning platform in the present.

Net Promoter Score 69

Net Promoter Score Voice of Customer Brands Advertising 69

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

ShepHyken

FEBRUARY 19, 2018

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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. (BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way.

2018 82

2018 Article Customer Service Social Media 82

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand.

Marketing 67

Marketing CEM 2001 Advertising 67

Influitive

FEBRUARY 22, 2018

Today’s customers don’t trust ads. Instead, they turn to their inner circle of peers when they need recommendations on new products or services. Nielsen’s “Consumer Trust in Advertising” study shows that, ‘recommendations from people I know’ remains the most trusted form of brand discovery, and ‘consumer opinions posted online’ comes in at third most trusted.

Brands 101

Brands Marketing Advertising Consumers 101

Second to None

FEBRUARY 19, 2018

Personalization can serve as a differentiator for your brand’s Customer Experience platform, but there is a fine line between providing a uniquely specific service and creating an invasive perception of your brand. Ideally, customers will feel as though your brand is not taking advantage of information to maximize profit from each individual, but instead are using this data to provide a more accurate value.

2018 59

2018 Retail Brands Consumers 59

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement