iPerceptions

FEBRUARY 27, 2020

Based on how much Customer Experience (CX) in general evolved in the 2010s, it will be interesting to see where we will be just ten years from now.

Customer Experience 101

Customer Experience Customers 101

ReviewTrackers

FEBRUARY 27, 2020

Customer Experience 123

Customer Experience Customers 123

Optimove

FEBRUARY 27, 2020

In retail, there’s a somewhat clear separation between two main marketing strategies: Product-Driven and Customer-Driven. They differentiate in focus; Product-Based marketing centers communications around items purchased, their availability, and their usability. Customer-Based marketing is using data-driven customer- segments to determine the most effective communication.

Marketing 59

Marketing Communication Definition Customer Base 59

Beyond Philosophy

FEBRUARY 27, 2020

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .

Financial 187

Financial Consulting Insurance Books 187

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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

Michel Falcon Experience

FEBRUARY 27, 2020

Shortly after leaving university and joining 1-800-GOT-JUNK? the company welcomed a new leader to my department, the call centre. This leader’s name was Patrick Louis. Michel Falcon (Left) & Patrick Louis (Right) in Toronto, ON. The 1-800-GOT-JUNK? call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me correctly).

Banking 97

Banking Leadership Call Center Culture 97

Feedbackly

FEBRUARY 27, 2020

Do understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else. The post Customer Experience KPIs: The Hall of Fame appeared first on Feedbackly.

Customer Experience 86

Customer Experience Measurement Feedback Customers 86

Talkdesk

FEBRUARY 27, 2020

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.

Contact Center 80

Contact Center Competitive Advantage Social Media 2017 80

One Millimeter Mindset

FEBRUARY 27, 2020

Today, let’s work on how your dependence on discipline-specific terminology creates storytelling barriers. We all do it: you, me, your colleagues, even your clients. We love to use our professional jargon. After all, we spent years learning it. And now, all those big fancy words and acronyms – the hallmarks of our respective professions – just roll off our tongues.

Communication 80

Communication Innovation Marketing Sales 80

Cyara

FEBRUARY 27, 2020

Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos. We’re inviting customers, prospects, and thought leaders who are driven to build better customer experiences faster – and that includes you!

Demo 98

Demo Events 2020 Presentation 98

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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

Oracle

FEBRUARY 27, 2020

Companies collect a plethora of customer data, but not all of it is meaningful. Here’s what experts say are 3 of the most important elements that will provide insights for driving positive CX. Net Promoter Score. As explained in a Smart Insights blog , Net Promoter Score (NPS) was designed to replace long surveys with a simple measure of customer experience — how likely a customer is to recommend an organization, product or service to others, based on a 10-point scale.

Net Promoter Score 71

Net Promoter Score Metrics Effort Score 2020 71

NICE inContact

FEBRUARY 27, 2020

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged. Balaji Venkatech Bala, Senior Director of Customer Support for Sum Total Systems, sums up the importance for scripting in his organization.

Customer Satisfaction 62

Customer Satisfaction Contact Center Customers Engagement 62

Experience Matters

FEBRUARY 27, 2020

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007.

2007 84

2007 Blog Customer Experience Customers 84

Talkdesk

FEBRUARY 27, 2020

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.

Contact Center 60

Contact Center Competitive Advantage Social Media 2017 60

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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

Inbenta

FEBRUARY 27, 2020

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls. Confidence: unlike the phone, emails offer a formal way of communication with a person or company, which gives the user confidence.

Management 75

Management Contact Center Insurance Events 75

MyCustomer

FEBRUARY 27, 2020

Download this Guide. Lead goal. 300. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Download 73

Download Customer Experience Customers 73

Feedbackly

FEBRUARY 27, 2020

How do you create an effective customer experience strategy? It’s definitely not a short-term plan. Building a CX strategy takes effective planning, management of. The post FREE EBOOK – How to Build a Customer Experience Strategy appeared first on Feedbackly.

Customer Experience 69

Customer Experience Definition Feedback Customers 69

Centercode

FEBRUARY 27, 2020

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. More than half of professionals are having issues securing useful feedback. In connection to this, half also reported challenges when it comes to tester communication. Tester communication encompasses interactions at every stage of your project, starting at recruitment and continuing to test closure.

Workshop 64

Workshop Communication Engagement Feedback 64

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

PK

FEBRUARY 27, 2020

Before our client Portland General Electric (PGE) began introducing smart meters years ago, it made a critical decision: to test the meters in select neighborhoods and prove the meters’ efficacy for lowered operational costs, better customer service and reduced customer rates. When it was time for a broader rollout, the utility took a phased approach, installing 850,000 meters over the course of 18 months.

Article 52

Article Customer Service Customers Innovation 52

Centercode

FEBRUARY 27, 2020

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. More than half of professionals are having issues securing useful feedback. In connection to this, half also reported challenges when it comes to tester communication.

Communication 52

Communication Workshop Engagement Connections 52

Feedbackly

FEBRUARY 27, 2020

Net Promoter Score® (NPS) is an industry standard for the customer experience industry. It’s as simple as subtracting the percentage of detractors (scored 0-6). The post Free Net Promoter Score® (NPS) Calculator appeared first on Feedbackly.

Net Promoter Score 52

Net Promoter Score NPS Feedback Customer Experience 52

GetFeedback

FEBRUARY 27, 2020

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand.

ROI 329

ROI Brands Customers Article 329

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Information

MyCustomer

FEBRUARY 27, 2020

Engagement How Emotive CX improves employee experience.

Employee Experience 77

Employee Experience Engagement Customers 77

Brad Cleveland Blog

FEBRUARY 27, 2020

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify and address them in the video “Removing Barriers: Demotivators” from my LinkedIn Learning Course “Customer Service: Motivating Your Team.

Engagement 29

Engagement Customer Service Contact Center Call Center 29

Qualtrics

FEBRUARY 27, 2020

The XM Institute has just published a new report, The State of EX Management Programs, 2020. The report examines a survey of 250 HR executives from North American organizations with 2,000 or more employees. We found that: EX efforts are on the rise. Eighty percent of respondents plan to increase their focus on EX efforts over the coming year, while only 5% are expecting a decrease.

2020 29

2020 Management Download Feedback 29

Brad Cleveland Blog

FEBRUARY 27, 2020

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify … Continue reading → The post Removing Barriers to Employee Motivation and Engagement appeared first on Brad Cleveland.

Engagement 26

Engagement Customer Service Contact Center Call Center 26

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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