GetFeedback
SEPTEMBER 13, 2018
Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.
One Millimeter Mindset
SEPTEMBER 11, 2018
Social communication etiquette is going over the top. Have you noticed? In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees. As well as between clients and vendor partners. Then again, how about social communication patterns between social connections.
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CX University
SEPTEMBER 11, 2018
Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to a recent Gallup poll, 32% of all quitters leave due to poor career advancement and promotion opportunities. Literally one-third of retention (the largest segment by a 10% margin) is due to career advancement.
Alida
SEPTEMBER 14, 2018
In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit. Scott opened the annual event by inspiring the people in the room to use their expertise in customer intelligence to provide more value to their organizations.
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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.
GetFeedback
SEPTEMBER 14, 2018
Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. This means that companies need to pay attention more than ever to the customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
One Millimeter Mindset
SEPTEMBER 12, 2018
Are we a bit too devoted to and obsessed by our professional labels? The awards we collect. The Top List of This or That we are on. Those accomplishments, honors, certifications, academic degrees in which we revel. Our professional labels are What We “Do”, for Other People, Right Now. Hmmm……. Really? Our professional labels are the stuff we put on our LinkedIn and other social media platform profiles.
Alida
SEPTEMBER 10, 2018
In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. In fact, according to Bain’s research, 80% of business executives believe they deliver a superior customer experience—but only 8% of customers agree.
GetFeedback
SEPTEMBER 14, 2018
How easy is it for your customers to get help? Learn straightforward tactics to reduce customer effort and increase loyalty at every touchpoint.
Beyond Philosophy
SEPTEMBER 14, 2018
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.
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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
Natalie Petouhof
SEPTEMBER 12, 2018
Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.
Customer Bliss
SEPTEMBER 11, 2018
In my new 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. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages.
Kristina Evey
SEPTEMBER 13, 2018
Frustration Drives People Away. I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water.
Beyond Philosophy
SEPTEMBER 13, 2018
I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.
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.
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ShepHyken
SEPTEMBER 12, 2018
One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests.
Wootric
SEPTEMBER 13, 2018
The potential for machine learning to elevate the customer experience has everyone buzzing. But AI-powered text and sentiment analysis may not be worth it for everyone. It is certainly not a cure-all for your CX woes, but it is an incredible solution for specific problems that CX pros may face. Enhancing a mature CX program with analytics software. For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listeni
Help.com
SEPTEMBER 11, 2018
Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” If you didn’t get that memo until now, don’t worry. You still have time to build the kind of support that anticipate customers’ needs rather than reacts to them.
Kayako
SEPTEMBER 14, 2018
If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyal
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
ShepHyken
SEPTEMBER 11, 2018
Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture. ?
One Millimeter Mindset
SEPTEMBER 13, 2018
Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. First, the industrial Internet of Things (Industry 4.0 or #Industry40) business environment includes processes, software interfaces, equipment and machinery and people. Next, each of these critical components are required to communicate and collaborate with each other.
Customer Enthusiast
SEPTEMBER 14, 2018
For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. It’s true. While there are things that employees do have to do, providing exceptional customer service isn’t one of them.
ReviewTrackers
SEPTEMBER 13, 2018
Introduction: Consumer Insights. For many of today’s business organizations, obtaining consumer insights has become one of the most important strategic priorities. This allows them to understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions. Consumer insights also empower businesses to think and become customer-first: an essential ingredient to success in today’s connected world.
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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,
Second to None
SEPTEMBER 11, 2018
Developing an omnichannel brand identity has become more challenging as digital technologies have advanced. More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. However, these added instances also increase the importance and challenge of maintaining a consistent brand identity across all these different touchpoints.
Steve DiGioia
SEPTEMBER 10, 2018
can a crooked sign ruin your business? This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing. All is well – but is it? Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady.
ChurnZero
SEPTEMBER 14, 2018
Last week wrapped up the 7th annual INBOUND conference hosted by HubSpot. INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience.
One Millimeter Mindset
SEPTEMBER 10, 2018
Business growth either leverages profitable leadership communication. Or it showcases collaboration gaps. You have heard the expression: “The right hand does not know what the left hand is doing.” How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution?
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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.
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