CloudCherry

DECEMBER 9, 2019

Join us, CX Soldier…. …As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. Need a little back-story on how our CX Champ ended up joining the frontlines in the CX World at Promomash? Five years ago, she met the team at a Trade show and- in her own words, “fell in love with the idea of saving all my time away from spreadsheets, and mov

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Thematic

DECEMBER 9, 2019

Digital transformation is one of those terms that has been taking the corporate world for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first.

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Feedback 2020 Travel Voice of Customer 126

One Millimeter Mindset

DECEMBER 9, 2019

Developing storytelling confidence moves you one millimeter forward, beyond remaining professionally comfortable. Embracing not only the risk, but also the opportunity, of connecting your stories to other people’s stories. And growing your professional credibility, as you grow your storytelling acumen. Storytelling seems to be an extremely popular skill set these days.

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Workshop Employee Experience Communication Presentation 66

Myra Golden

DECEMBER 9, 2019

Date of birth? Last name? Zip code? Have you ever had a conversation with a customer service person, and it went something like that? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic. And it’s hard to create rapport with customers if you sound mechanical. Think about the difference in placing a fast-food order where the person says, “Pull forward.” versus, “My pleasure.

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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

NICE inContact

DECEMBER 9, 2019

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer. It lets you “listen” to EVERY call – and analyze EVERY call. Sounds better than having to take a sampling and hoping you get the right ones to give you a full perspective, right?

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Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell , ensures you end calls positively. 1. Open with a lead-in.

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COPC

DECEMBER 9, 2019

On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. The meeting was hosted by Taiping Insurance as the rotating chairman. COPC China User Group representatives in attendance included Meituan Dianping, Guangdong Power Grid, Guangzhou Telecom, Welsend, Sunshine Insurance, Bank of Communications, Teleperformance and Zhong You Tian Cheng Technology.

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Kerry Bodine

DECEMBER 9, 2019

I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & Co. uses on our own consulting engagements.

Download 62

Download Consulting Presentation Engagement 62

Oracle

DECEMBER 9, 2019

This is a preview of the ebook “3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy” For retailers wondering how to achieve CX optimization for the Q4 holidays and beyond, a few words come to mind: transparent , convenient , and custom. We’re in an era of shopping where technology and access to information has shifted power to consumers in an unprecedented way.

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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

Kerry Bodine

DECEMBER 9, 2019

I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & Co. uses on our own consulting engagements.

Download 62

Download Consulting Presentation Engagement 62

Prophet

DECEMBER 9, 2019

There is no uncommon growth without disruptive insights. And given how proliferate and accessible agile customer research tools are these days, it’s safe to assume the reverse is also true – that every failed branding execution has a failed attempt to identify critical customer insights behind it. We see examples of insights-lacking brand activations pop […].

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CSM Magazine

DECEMBER 9, 2019

In 2019, it is important for your eCommerce store to have a mobile app for iOS and Android. If you don’t, you’ll lose to your competitors. Research from consulting agencies and brands proves that mobile apps increase conversion rates and average purchase receipts, help maintain relationships with customers, motivate them to make new purchases and advise friends and family.

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Sales E-support Loyalty Programs Consulting 52

NetBase

DECEMBER 9, 2019

Peloton’s viral exercise bike ad shows the power of consumer perception, and the importance for brands to monitor social analytics to maintain brand – and stock – health. And it also offers a case study in how to pick up a viral moment and use it to your brand’s advantage, as one super savvy company (not Peloton) did here! The Peloton Ad Controversy.

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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

Bold360

DECEMBER 9, 2019

If you blinked and suddenly it’s the holiday season, you’re not alone. It came fast this year and now we’re in the thick of it. To discuss how companies prepare for and deliver best-in-class customer experience (CX) during intense periods of seasonality, we sat down with Joshua Forman, Director of Product Management at Wayfair, for episode 8 of CXNext Live.

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MyCustomer

DECEMBER 9, 2019

Loyalty Did science & soft skills save CX from stagnation?

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Forrester's Customer Insights

DECEMBER 9, 2019

Recently I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already you should jump on it today. As I write this post in December of 2019, corporate […].

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Customers That Stick

DECEMBER 9, 2019

In this One Win Book Review, we take a look at The Happiness Advantage by Shawn Achor. Check out the video below to hear Adam’s one win that you can take away from The Happiness Advantage to improve your organization’s customer experience and customer service. About The Happiness Advantage. FROM THE PUBLISHER: Shawn Achor, who spent over a decade living, researching, and lecturing at Harvard University, draws on his own research—including one of the largest studies of happiness and p

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Books Retail Customer Service Customer Experience 17

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

Forrester's Customer Insights

DECEMBER 9, 2019

For better or for worse, my family is a customer of a large bank near my home. Once in a while I step in to the branch to update documents for my mother (she still likes to see her account balance in print), or some other such need. Here’s the kicker though: Every time I […].

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Banking Document Employee Experience Customers 28

QuestionPro Audience

DECEMBER 9, 2019

QuestionPro Audience is an economical and quick market research solution that fits your budget. You can access and buy survey respondents from around the globe from our panel and get results quickly. It gets you immediate answers for brand research and tracking, product testing and development, market segmentation, advertising testing, consumer behavior, and more.

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Advertising Consumers Feedback Brands 88

Forrester's Customer Insights

DECEMBER 9, 2019

Shifting Gender Norms Threaten Brands With Cultural Irrelevance Gender is squarely in our cultural spotlight. As a culture, we are questioning long-held expectations attached to being a man or a woman, envisioning a spectrum between that binary, and even outright rejecting the cultural construct of gender. The force is strongest among younger consumers, and the […].

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Marketing Culture Consumers Brands 26

Kerry Bodine

DECEMBER 9, 2019

I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & Co. uses on our own consulting engagements.

Download 12

Download Consulting Presentation Engagement 12

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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Gainsight

DECEMBER 9, 2019

At times it can feel like Sales and Post-Sales teams have nothing in common. But there’s one thing that both sides of the house can always agree on: they hate surprises. If you’re a Sales rep that has been working to sell a prospect for six months only for them to vanish off the face of the Earth, you’re going to be left wondering what happened. If you’re a Customer Success Manager (CSM) responsible for a long-term account that has been nothing but successful and showing great customer health on

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Events Sales Customer Success 2020 52

SurveySparrow

DECEMBER 9, 2019

Don’t make excuses about why your customer service isn’t world-class. Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game. John has written numerous books on customer service, including The Customer Service Revolution and The Relationship Economy. In addition to being at the helm of The DiJulius Group, John also has a chain of spas named John Robert’s, where he gets to test out his findings in real-life

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Customer Service Books 2002 Measurement 90

Qualtrics

DECEMBER 9, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Karn’s “Why Qualtrics” story. I have to say my life at Qualtrics has been anything but dull. I got an amazing opportunity to be a part of the landing team to expand Qualtrics business to Southeast Asia. We grew from a few to a 20+ team, and our customers turned from prospects to fans, friends, and family.

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Sales Culture Connections Employee Experience 49

dscout People Nerds

DECEMBER 9, 2019

If you want to be really thorough with your evaluative research—run your usability tests over weeks, not hours. .

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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