GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand a

Social Media 284

Social Media Feedback Customers Customer Centricity 284

ShepHyken

NOVEMBER 20, 2019

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative. Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”.

Definition 121

Definition Customer Focused Customer Service Training Employee Experience 121

Michel Falcon Experience

NOVEMBER 20, 2019

Employee engagement strategies are one way that I’ve built my business and career. It’s also one of the topics that I regularly keynote speak about. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Like, actually grow a business. None of this “nice to have” stuff. But, guess what….

Engagement 89

Engagement Culture Guest Experience Hospitality 89

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Author: Arnaud Dufournet - Chief Marketing Officer Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues.

Touchpoint 69

Touchpoint Customer Centricity Culture 2019 69

Advertisement

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

The DiJulius Group

NOVEMBER 20, 2019

Can You Keep Quiet Longer Than 18 Seconds? Providing excellent customer service starts with how well we listen and manage customer expectations. The highest form of respect we can show another person is genuinely listening and giving them our undivided attention. However, the listener also benefits dramatically, because it is only when we are listening.

Customer Expectations 69

Customer Expectations Article Customer Service Management 69

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. That’s a lot to keep up with. Let us introduce you to the mantra, “Stay thirsty my friends.” To you this may sound like the tagline of a famous beer commercial , but to us, it’s a core value that we live by every day.

Books 80

Books Blog Management Leadership 80

Cyara

NOVEMBER 20, 2019

Change and disruption are often feared…and for good reason. In fact, 88% of the companies that were on the Fortune 500 in 1955 no longer exist. That is a staggering statistic. Every industry, from healthcare to banking to retail to travel, has been transformed by technology. At last month’s Cyara Xchange event, we explored what disruption meant to customer experience and how to lead through it.

Healthcare 72

Healthcare Travel Banking Retail 72

Call Experts

NOVEMBER 20, 2019

The holiday season is here! People are running to get gifts from their favorite brands online and in-store. According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. For reference, this count is almost 10 million higher than what we saw in 2016. In 2019, Salesforce forecasts a "sustained and solid U.S. digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to Dec

Call Center 49

Call Center Management Contact Center 2018 49

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. In this second post in our ‘CX Consulting 101’ series, we look at journey mapping and other methods of customer experience research used to understand the current state of your CX in order to prioritize efforts and start demo

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

Advertisement

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

One Millimeter Mindset

NOVEMBER 20, 2019

An invitational business story welcomes clients. You invite them to become part of your organization’s world. And, the focus is way beyond the short-term gain of closing a contract. How impactful and inviting is the business story you tell, today? First, invitational stories generate a sense of community. Next, these stories change client perception.

Sales 48

Sales Communication Customers Customer Retention 48

Playvox

NOVEMBER 20, 2019

Your customer service agents are arguably your most critical asset and certainly your most expensive. It only makes sense, therefore, to do everything you can to optimize their performance. High performing agents lead to higher customer satisfaction (CSAT) and net promoter score (NPS) scores, increased first call resolution (FCR) rates and successful selling.

Net Promoter Score 43

Net Promoter Score NPS Customer Satisfaction Customer Service 43

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. It’s focused on top generational picks, and is here just in time for brands to put the finishing touches on their seasonal offerings. We have some highlights from the report to share below!

2019 40

2019 Fashion Social Media Consumers 40

Think Customers

NOVEMBER 20, 2019

IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how consumers interact with technology, just look at the UK baby whose first word was Alexa. The recent Connected Future Summit gathered experts and pioneers in this field to contemplate a world that is becoming more connected.

2015 40

2015 Consumers Connections Technology 40

Advertisement

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

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. It’s focused on top generational picks, and is here just in time for brands to put the finishing touches on their seasonal offerings. We have some highlights from the report to share below!

2019 40

2019 Fashion Social Media Consumers 40

Centercode

NOVEMBER 20, 2019

Thanksgiving marks the biggest shopping weekend of the year, and if the trend continues, Cyber Monday will shatter retail records again as more and more consumers shop from the comfort of home. Last year, more than 174 million Americans shopped over Thanksgiving weekend , with 7 in 10 shoppers making purchases online. And with retailers continuing to offer massive discounts, you can bet your bottom dollar that consumers will be spending millions on technology.

Consumers 56

Consumers Roadmap Retail Download 56

West Monroe

NOVEMBER 20, 2019

As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience. This raises an important question: In an industry long viewed as providing below average service, how do organizations shift their approach to keep pace with the dramatic change in customer expecta

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

Forrester's Customer Insights

NOVEMBER 20, 2019

I’ve been there just like you. As a content creator before Forrester I produced 3,000 videos and managed my assets like you probably do–or did. Content was across multiple hard drives, FTP servers, personal cloud storage, and wherever else it might land. “Workflow” was done through email and spreadsheets and determining content ROI was tough. […].

ROI 48

ROI Management Technology Marketing 48

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

GetFeedback

NOVEMBER 20, 2019

Here are 7 effective (and some outside-the-box) ways to collect customer feedback using your business's social channels.

Social Media 199

Social Media Feedback Customers Article 199

Qualtrics

NOVEMBER 20, 2019

Consumers are set to spend up to $166.9 billion this holiday season through online and other non-store sales. To put this in perspective, more than a quarter of holiday sales in 2019 will happen online. It also represents a 14% increase in online year-on-year sales, and a huge $150 billion more than was spent in 2009. Digital channels like websites and social media are a fundamental component in every holiday sales strategy.

2009 20

2009 Social Media Sales Consumers 20

Martin Hill-Wilson

NOVEMBER 20, 2019

There are two core reasons to invest in Emotive CX for Customer Interaction. CX as a force for change needs to refocus on the emotive part of ‘experience’ to regain its mojo. Secondly, human assistance is being liberated through the blended impact of RPA and conversational AI and so needs to upskill. In more robotically advanced places than the UK (e.g.

Interaction 63

Interaction Customers 63

Qualtrics

NOVEMBER 20, 2019

Crafting unique and memorable experiences for your customers will give you the edge on the competition this holiday season. Here are 4 brands adding sparkle to their offering. 1. Story. Fairytales do come true. STORY is described as a “retail concept that takes the point of view of a magazine, changes like a gallery and sells things like a store”. So what exactly does that mean?

Apparel 20

Apparel Sports Retail Magazine 20

Advertisement

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.

Information

Centercode

NOVEMBER 20, 2019

Thanksgiving marks the biggest shopping weekend of the year, and if the trend continues, Cyber Monday will shatter retail records again as more and more consumers shop from the comfort of home. Last year, more than 174 million Americans shopped over Thanksgiving weekend, with 7 in 10 shoppers making purchases online.

Consumers 52

Consumers Retail 52

ClientSuccess

NOVEMBER 20, 2019

Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their product or service. .

Social Media 45

Social Media Feedback Customer Retention Interaction 45

MyCustomer

NOVEMBER 20, 2019

Download the Case Study. Lead goal. 100. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

NPS 40

NPS Download Customers 40

ClientSuccess

NOVEMBER 20, 2019

Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their product or service. .

Social Media 40

Social Media Feedback Customer Retention Interaction 40

Advertisement

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