The DiJulius Group
AUGUST 19, 2020
1. Feature Article You Will Never Out-Sell High Customer Attrition By John DiJulius, Chief Revolution Officer There is only one thing that I care more about professionally than customer experience and that is the return on experience (ROX). An investment in customer experience is worthless to any company’s C-Suite unless you can demonstrate the.
GetFeedback
AUGUST 19, 2020
This report examines how COVID-19 has affected the ecommerce industry and the customer experience space.
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Experience Investigators by 360Connext
AUGUST 19, 2020
You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. I don’t say this to shame anybody, but to highlight it’s so easy for all of us to do.
ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr
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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.
TechSee
AUGUST 19, 2020
In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact. Known as “contactless service,” this new model is emerging as the goal of many of the world’s leading enterprises.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond the Arc
AUGUST 19, 2020
We've seen organizations focus on delivering an excellent customer experience, but then overlook one critical area. The product meets customer needs, the organization is easy to do business with, but client communications are cold, and maybe even off-putting. Not only does this distract from the message, it can erode the relationship. When you're writing a [.].
ShepHyken
AUGUST 19, 2020
What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences. So, does being a professional simply mean you’re paid to do whatever it is you are doing? I’ll answer that with a resounding, “No!
Eptica
AUGUST 19, 2020
Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retaine
Oracle
AUGUST 19, 2020
From shoppable Instagram posts to personalized discounts based on past purchases, it’s no doubt that the shopping experience is constantly evolving. According to PwC , when customers have a great experience, they’re willing to pay up to a 16% price premium. What recent retail innovations have you seen that allow for a great shopping experience?
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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
Zeisler Consulting
AUGUST 19, 2020
Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process Engineering program here. Now it’s on to building and supporting a Customer-centric culture.
MyCustomer
AUGUST 19, 2020
Loyalty Empathy's role in service: What's working well?
Daniel Group
AUGUST 19, 2020
We often see companies make great strides in improving Customer Experience (CX), but then they hit a plateau. Managers look for solutions. They ramp up training, buy new software, or start process improvement projects. These things can improve CX in the short-term , but a culture “tweak” is what is needed to make further improvements. Following is a story of what one client did to link Continuous Improvement (CI) efforts with their CX program and how the linkage has made a di
Feedbackly
AUGUST 19, 2020
If you are in retail, you are in the front-end of the business industry –the closest to customers. But, then again, you are not. Source.
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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,
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inmoment
AUGUST 19, 2020
Financial services brands know that customers take their money seriously, so many of them leverage experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. However, these relationships aren’t the only things experience programs can support for brands. In fact, many financial services companies use their customer experience programs as a primary tool to influence key business outcomes.
Magellan Solutions
AUGUST 19, 2020
According to a survey by Harris interactive , 75% of customers feel that it takes too long for them to get in touch with a customer service representative. Fortunately, live chat support can solve this issue. Outsourcing your live chat support from a reliable company lessens the risk of losing 75% of your market. Customer queries will be instantly answered by a live representative, who can ensure customer satisfaction.
Beyond the Arc
AUGUST 19, 2020
We've seen organizations focus on delivering an excellent customer experience, but then overlook one critical area. The product meets customer needs, the organization is easy to do business with, but client communications are cold, and maybe even off-putting. Not only does this distract from the message, it can erode the relationship. When you're writing a [.].
ViiBE Blog
AUGUST 19, 2020
Introduction. There are several ways a company can enhance its operations to create a successful call center. Today, omnichannel communication possibilities make customer support increasingly complex. Some companies have altogether gotten rid of classic phone support in favour of new chat options. Yet, 66% of customers report that they resolve their customer support issues over the phone.
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.
Wootric
AUGUST 19, 2020
There’s so much buzz these days about growth hacking that it’s easy to forget a fundamental truth about marketing—winning a new customer costs a lot more than keeping an existing one (anywhere from 5 to 25 times more, according to the Harvard Business Review ). Existing customers that spend more, come back more often, stay longer, and tell their friends are all contributing to higher CLV.
CSM Magazine
AUGUST 19, 2020
A law firm is nothing without a good client base – but a good customer relationship isn’t built overnight. In order to form a strong connection and give your client the most satisfying experience, you need to start with a good first impression, which is, of course, good customer service! There are plenty of factors that make a law firm well-known and respected, and customer service is definitely on top of the list.
Forrester's Customer Insights
AUGUST 19, 2020
Customer Service As We Know It Has Changed What is was Customer Service? All customer engagement in the post-sales customer journey. Support to enable better use of a product or a service. A mandatory investment that adds to cost (and this needs optimization to manage revenues). Yes, but no. All this has changed in last […].
ReviewTrackers
AUGUST 19, 2020
Hotel review sites are one of the most important sources of customers in the hospitality industry. Research shows that 78 percent of consumers use online reviews to compare hotels before placing a reservation. By comparing hotels on multiple review sites, consumers get a comprehensive picture of your business. In addition, 70 percent of customers will not even visit or stay at a hotel with negative reviews about its cleanliness.
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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.
NetBase
AUGUST 19, 2020
Building on the consumer insights and market intelligence that brands are seeing these past few months, Kraft has come up with something amazing. Mac and cheese is now emerging as a breakfast contender. And it’s surely a sign of tasty things to come! Before we get going though, here are some statistics surrounding food and consumer behavior that you’ll find interesting: A 2020 survey by Hunter, a leading food and beverage marketing firm, found that 54% more Americans are cooking at home than bef
Blueshift
AUGUST 19, 2020
If there’s been one identifiable darling of the late twenty-teens and early 2020 martech stack, it’s most definitely the Customer Data Platform (CDP). It’s seldom that you’ll hear about a data-driven marketer who doesn’t already have one or is at least searching for their perfect CDP. It may come as a surprise that this martech […]. The post SmartHub CDP Explained: Breaking Down the Customer Data Platform appeared first on Blueshift.
SurveySparrow
AUGUST 19, 2020
Want to monitor your company’s online presence? Want to get the latest news about your industry? Well, the simple solution is Google Alerts. Google Alerts is one of the best web monitoring tools that millions of marketers swear by. In a digital world full of expensive monitoring services, Google Alerts is free and requires minimal efforts to use it.
Vanilla Forums
AUGUST 19, 2020
Nonprofits do amazing work—there's no question. From providing healthcare to those in developing nations, to ensuring that people have access to mental health support services wherever and whenever they need it; the work these nonprofits do is endless.
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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.
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