GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions. You need to get to know your target audience by listening to what they have to say and then taking what you learn and putting those insights into action to make changes

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Customer Experience Return on Investment Poor Customer Service Metrics 262

InMoment XI

APRIL 16, 2019

This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here. What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business.

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Voice of Customer Reference Consulting Article 200

BlueOcean

APRIL 15, 2019

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the inter

Customer Care 189

Customer Care Social Media Contact Center 2019 189

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they&

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Call Center Culture Contact Center Net Promoter Score 126

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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

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well? Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors.

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Customer Service Multi-Channel Social Media Customers 255

Beyond Philosophy

APRIL 18, 2019

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.

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Information 2019 Brands Reference 128

Customer Experience Update Submitted Articles

APRIL 19, 2019

Vice President of Customer Experience job description for sustained growth by embedding customer-centered management as a way of life.

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Customer Experience Customers Management 142

GetFeedback

APRIL 15, 2019

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser. It’s about connecting with your audience and providing them with a meaningful experience that leaves them wanting more.

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Events Transportation Seminar Hotels 207

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who’s been featured in Adweek and Forbes , shares how he works closely with operations and the franchise owners t

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Guest Experience 2013 2017 Customer Experience 135

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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

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast.

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Culture Customer Service Leadership Airlines 115

ShepHyken

APRIL 16, 2019

Lead with Loyalty with Guest Sandy Rogers. Enhancing the Customer Experience Through Emotional Engagement. Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty.

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Loyalty Loyalty Programs Books Culture 98

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

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Customer Experience Customers Article 195

ReviewTrackers

APRIL 18, 2019

Any restaurant is bound to receive criticism about its food at some point, which makes it important for restaurant marketers to know how to handle food complaints in their online reviews. According to a Corra survey – which uses a five-point scale to judge a consumer’s likeliness to complain – people complaining “when the food is bad at a restaurant” has an average score of 3.13 out of 5 points.

Presentation 94

Presentation Airlines Insurance Advertising 94

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

Beyond Philosophy

APRIL 19, 2019

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience.

Technology 114

Technology Consulting Presentation Innovation 114

ShepHyken

APRIL 17, 2019

Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up calluses that prevent those nasty blisters. It’s simple. The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain.

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Airlines Banking Customer Service Training Consulting 98

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

Customer Experience 210

Customer Experience Customers Article 210

Second to None

APRIL 18, 2019

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

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Marketing Customer Experience Social Media Fashion 76

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

Oracle

APRIL 19, 2019

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.

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Metrics Net Promoter Score Customer Experience 2003 84

ShepHyken

APRIL 15, 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. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. (destinationCRM.com) Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report.

2019 87

2019 Article Customer Service Retail 87

GetFeedback

APRIL 17, 2019

Why don’t all the people who experience problems with your products or services turn to your customer support? Find out inside and learn the ways to make your silent customers share their problems with you.

Customer Service 150

Customer Service Customers Article 150

C3Centricity

APRIL 17, 2019

Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.

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Marketing Technology Customer Centricity 2019 79

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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

Gainsight

APRIL 17, 2019

It turns out that where you got your MBA isn’t a predictor of your success as a CEO. Actually, neither is your past performance! At least, that’s if you use stock prices as a yardstick for success. You can read all about the lack of correlation in this fascinating data analysis from Institutional Investor—I recommend it. I can imagine a CEO potentially feeling threatened by results like this, but I was super encouraged.

Presentation 79

Presentation B2C Roadmap Webinar 79

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals.

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Management Customer Experience Management Books Financial 69

GetFeedback

APRIL 15, 2019

Building the perfect event requires careful planning and research. To do so, you must engage your participants with well-thought-out event survey questions.

Events 150

Events Engagement Article 150

Totango

APRIL 18, 2019

The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time.

Customer Relationships 74

Customer Relationships Customer Centricity Customer Success Customer Satisfaction 74

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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