ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is; “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally

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Blog Article Connections 2020 134

Beyond Philosophy

DECEMBER 27, 2019

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

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2019 Loyalty Customer Retention Consulting 131

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. In this blog post, we are focusing on the internal help you will need. The Information Technology (IT) Department. Let’s begin with the information technology (IT) department. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

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CEM 2001 Telecommunications Customer Experience Professionals 82

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

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Article 2020 Roadmap Metrics 97

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ChurnZero

DECEMBER 27, 2019

Author: Emily Nesterick. Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot.

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2019 Blog E-support Chief Customer Officer 64

Oracle

DECEMBER 27, 2019

This is a preview of the ebook “The 2020 Guide to Digital Commernce.” Given the relentless pace of change in marketplace trends and consumer whims, there’s a good chance your digital commerce strategy could use a refresh. Or at least a robust review. To help sharpen your team’s thinking around the exercise, consider building the conversations around the following questions.

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2020 Touchpoint Omnichannel Consumers 66

Talkdesk

DECEMBER 27, 2019

TrackTik provides a complete set of tools for security workforce management to 210,000+ facilities and 500+ clients, across 35+ countries. With its headquarters in Montreal, Canada, and remote teams in the U.S., U.K., and the Netherlands, TrackTik selected Talkdesk Enterprise Cloud Contact Center for its scalability to support the company’s growth plans with unmatched uptime and global call quality.

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Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to Grow his initial research suggested that the best and most effective way to predict profitable growth was for businesses to measure their customer’s disposition toward recommending them to others—assessing the customer’s world in a si

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Net Promoter Score NPS B2B Metrics 52