Customer Bliss

FEBRUARY 18, 2020

In my 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. For the previous video about this topic, click here to read the transcript and access the video.

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Chief Customer Officer Customer Relationships Presentation Customer Journey 248

ShepHyken

FEBRUARY 18, 2020

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Top Takeaways: It isn’t enough to simply gather data.

Multi-Channel 116

Multi-Channel ROI Leadership NPS 116

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1.

CEM 109

CEM Customer Journey Insights Sales 109

Customers That Stick

FEBRUARY 18, 2020

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins. Yet leaders often struggle with empowerment.

Management 88

Management Customer Centricity Culture Leadership 88

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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.

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Oracle

FEBRUARY 18, 2020

In partnership with Convince and Convert , Oracle CX Marketing has been producing “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts, delivered while they are on the road, at the airport, or otherwise on-the-go. Here are 6 customer outreach tips from the marketing pros as derived from the series.

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Marketing Events Social Media B2B 88

Ecrion

FEBRUARY 18, 2020

The customer experience in the digital era is something that is continuously evolving. Eventually, the goal isn’t to follow the latest trends but to understand the trends that will be happening in the future. The question is – how do you do that? Most people don’t have a crystal ball lying around. Don’t worry. Here you can find some of the expected customer experience trends to keep in mind through 2020 and beyond.

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2020 Customer Experience Social Media Call Center 75

Talkdesk

FEBRUARY 18, 2020

Learn from the industry’s best. What do the world’s leading luxury concierge service, an apparel brand with a mission to help those in need, and one of the fastest-growing digital mortgage companies have in common? They are all featured presenters at Opentalk® 2020 , the premier customer experience (CX) event of the year! On Wednesday, April 22 and Thursday, April 23, 2,000 CX leaders from retail, hospitality, financial services, healthcare and other industries will gather at Pier 35 in San Fran

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2020 Apparel Hospitality Insurance 56

CSM Magazine

FEBRUARY 18, 2020

Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses can take advantage of the gig economy to improve their customer experience. Companies have a problem which their customers can solve, and I don’t just mean buying more of their products or subscribing to their services. Businesses are constantly struggling with how to make customer service available to their customers round the clock, yet are still maintaining the same time-restricted customer

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Customer Service Magazine 2016 Customers 59

Customercount

FEBRUARY 18, 2020

In a time when customer loyalty is so important the Customer Effort Score determines how much effort do customers have to put in to do business with you. Continue reading → The post Why you should measure your Customer Effort Score appeared first on CustomerCount.

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Effort Score Measurement Loyalty Customers 82

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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

ViiBE Blog

FEBRUARY 18, 2020

Links to loyalty. In 2020, having a CX strategy is key, as customers are more selective with their loyalty. They are not asking for much, but they do expect timely, personal, and positive customer service. In fact, 60% of consumers report that customer service and brand loyalty are directly correlated. Nonetheless, maintaining that loyalty is becoming more difficult. 77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change bra

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Exceptional Customer Service Loyalty 2017 Employee Experience 52

Think Customers

FEBRUARY 18, 2020

When virtual reality (VR) technology first came out it was a novelty primarily seen as an innovative way for gamers to dive into a digital world. It has grown into something so much more—a collaborative and interactive application that is a key tool in any modern workplace’s arsenal. Organizations that want to meet the expectations of the millennial and Gen Z workforce need to understand the types of technology they prefer to use, both for personal and professional use.

Technology 52

Technology 2025 Automotive E-support 52

Chadwick Martin Bailey

FEBRUARY 18, 2020

Customize, personalize, localize, humanize – these are the elements of a customer-centric program that is designed to expand brand reach, and to cement relationships with existing users. A deep commitment to customer-centricity at every level of the organization is the key to customer engagement and brand expansion. Your goal should be to go beyond mere understanding of your customer, and to instead build your company’s empathy for and intuition about your customer.

Brands 52

Brands Social Media Customer Centricity Workshop 52

Forrester's Customer Insights

FEBRUARY 18, 2020

Mmmmm … Millennials. If you haven’t already heard (about a million times), this generation is taking over the workforce. And becoming more responsible for making purchase decisions while on the job. Whether you believe projections that most of the U.S. labor force will be run by 18 to 35-year-olds by 2025, many studies (like this […].

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2025 B2B Customer Insights Insights 59

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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

NetBase

FEBRUARY 18, 2020

With new apps available making investing an attainable option for anyone, young investors are increasingly attracted to the electric vehicle market – and to the surrounding conversation. Capturing customer experience analytics with social listening is critical, as their investment decisions mirror their buying habits. And next generation consumer and market intelligence helps us see how that looks behind the scenes!

Automotive 60

Automotive Government E-support Financial 60

InMoment XI

FEBRUARY 18, 2020

The Importance of a Brand’s Promise According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do. View Article.

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Definition Article Brands 260

Topdown

FEBRUARY 18, 2020

Customers no longer have to drive to brick and mortar stores as often. They’re online interacting with multiple platforms. The challenge for many businesses is in balancing the need for meeting customer demand with profitability, where digital transformation puts businesses ahead of the game.

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Interaction Customers Employee Experience Communication 48

Grade.us

FEBRUARY 18, 2020

Reading Time: 16 minutes. Houzz is a thriving community with more than 40 million homeowners and more than 1.5 million home improvement professionals. So you can imagine the value of Houzz reviews for any home services business. The founders behind the website were motivated by pain. Adi Tatarko and her husband, Alon Cohen, struggled to find the right professionals to build their dream home.

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Advertising Brands Marketing Reference 34

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

MyCustomer

FEBRUARY 18, 2020

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 18th Feb 2020. By Neil Davey Managing editor.

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2020 Management Customer Experience Customers 40

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see sessions at this year’s X4 for market researchers from the most inspirational stories to the thought leadership that will give you plenty to take back to your organization at the end of the event. You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at th

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2020 Marketing Government Leadership 29

Forrester's Customer Insights

FEBRUARY 18, 2020

Websites are the centerpiece of the US federal customer experience (CX). To gauge how well they serve customers, we evaluated seven of the most-visited sites. Our new report reveals how well they perform on 27 proven criteria and what they — and government organizations everywhere — can do to improve. The full report, The Forrester […].

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Government Customer Experience Customers 37

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see sessions for product teams at this year’s X4. There’s everything from breakthrough brands to world-class thought leadership. You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough products , thought leadership from the best in the business, and an inside look at the tech helping organizations turn products into obsessions.

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2020 Leadership Events Automotive 29

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Forrester's Customer Insights

FEBRUARY 18, 2020

The Demise Of The Cookie Is Only One Crumb Of The Data Deprecation Issue When marketer inquiries began to flood after Google’s announcement that it will phase out third-party cookie support by 2022, we had to share some bad news: There isn’t a simple solution. Data deprecation is a much bigger trend that is changing how marketers work. As privacy regulations, browser restrictions, and walled gardens constrict the availability of consumer data, advertisers, publishers, and providers are all looki

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Marketing 2022 Advertising Consumers 29

Uplight

FEBRUARY 18, 2020

Since its conception in 2016, Orchestrated Energy – Uplight’s patented approach to sophisticated load management – has sought to seamlessly integrate comfort, energy efficiency and power pricing considerations using smart devices in the home, starting with smart thermostats. And over the years it has done exactly that, winning awards for setting the industry benchmark of Read More.

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2019 2016 Management Insights 64

Centercode

FEBRUARY 18, 2020

Working on the frontlines of the Customer Validation industry, Centercode’s account executive team members are experts on the challenges facing today’s CV professionals. They regularly interface with people across industries, departments, companies, and levels of experience to help them discover solutions for building more effective CV test processes that lead to better products.

Customers 52

Customers 52

One Millimeter Mindset

FEBRUARY 18, 2020

Addressing unmet client needs is the key to designing the products, services, programs and systems which best serve customers. Over the long-haul. When client retention is the objective. Yet the strategic business stories you tell often do not address those long-term, stated or unstated client needs. Why do you continue to play it safe and comfortable?

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Books Consulting Blog Connections 88

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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