GetFeedback
OCTOBER 27, 2019
Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms. They may assume that if someone doesn’t cancel their membership that they’re satisfied, but we know that’s not the case.
CloudCherry
OCTOBER 27, 2019
Considering Implementing a CX Program? Good decision! While you’re at it, it might be a good idea to consider the things that are often overlooked when it comes to this noble endeavor. And, on this week’s ‘ Sweets of CX ,’ we’ve got the one and only Nate Brown – Head of CX for UL EHS , Co-Founder of CX Accelerator , CloudCherry’s first ever CX Champion, and our honored guest- to lend his expertise.
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NICE inContact
OCTOBER 27, 2019
The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had.
Confirmit
OCTOBER 27, 2019
Every organization wants happy customers! According to Forrester Research 1 experience-driven businesses grew revenue 1.4 times faster year-on-year. Happier customers ultimately mean more revenue. We often find companies pay particular attention to individual touchpoints and transactions, and as a result are less informed of their customers’ end-to-end experience.
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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.
Genroe
OCTOBER 27, 2019
Transactional Net Promoter Score (NPS), where you ask customers to indicate their willingness to recommend your processes rather than their overall relationship with your organisation, inevitably leads you to review your service delivery mechanisms – and perhaps it even leads you into the exciting world of Customer Experience Management, CEM. Service delivery strategies are often […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alliance by IFS
OCTOBER 27, 2019
To satisfy the growing expectations of customers and thrive in today’s digital era of field service, field service organizations (FSOs) must adopt a robust and agile field service management (FSM) platform as part of their digital transformation strategy. But selecting and implementing the right FSM solution can be a difficult process. So difficult, that McKinsey data shows that across industries only 16 percent of digital transformation projects are successful.
Genroe
OCTOBER 27, 2019
What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes. At some point in your best practice Net Promoter implementation, you are going to want to, in fact need to, start setting NPS targets for your staff and organisation. This is not a trivial exercise. There are […]. The post Three Prerequisites to Setting Net Promoter® Targets appeared first on Genroe.
Genroe
OCTOBER 27, 2019
Your boss walks in with a chart of the last 12 months of transactional Net Promoter survey results and he’s not happy! The score went down last month and he want’s to know why. Looks like you’ll have to hunt around to find a reason for the change; or will you? Just because your survey […]. The post How to calculate Margin of Error and other stats for NPS® appeared first on Genroe.
Genroe
OCTOBER 27, 2019
Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about collecting customer feedback. Lots of earnest discussion follows, agreements are reached, actions allocated and heads nod in full agreement. Everyone leaves full of enthusiasm. Flash forward 18 months (sometimes less, sometimes more) and many of the […].
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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
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