ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Customer Service 254

Customer Service Hospitality Customer Service Training Customers 254

Vanilla Forums

JULY 29, 2020

All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave. But most companies also think that delivering superior customer services comes with a hefty price tag. These companies, as it turns out, are happily mistaken.

Customers 193

Customers Customer Service 193

TechSee

JULY 29, 2020

Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50. Over his bagel breakfast, he spends a few minutes with his colleagues, rehashing the big game last night, before heading to his first appointment across town.

Travel 109

Travel Technology Connections Consulting 109

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 2. Published on: July 29, 2020. Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it com

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

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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

CSM Magazine

JULY 29, 2020

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix. Here we bring together three of the best UK based campaigns, the ads that captured the zeitgeist and propelled the public perception of the brand forward.

Marketing 104

Marketing Social Media Multi-Channel Advertising 104

MyCustomer

JULY 29, 2020

3rd Aug 2020 Everybody needs a role model, right? Individuals succeed primarily because they pick someone they admire, follow their example, and.Which four brands most inspire CX professionals? By Michael Hinshaw Managing Director.

Customer Experience Professionals 113

Customer Experience Professionals Brands Customer Experience 2020 113

Customer Enthusiast

JULY 29, 2020

There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting through lots of data to determine what customers say about their needs and their perception of how well companies meet those needs. Sometimes the data comes through feedback surveys in […]. The post Three simple ways to improve CX appeared first on Steven Curtin.

Feedback 73

Feedback Customer Experience Customers Engagement 73

The DiJulius Group

JULY 29, 2020

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). While they are two very different aspects of the customer opinion, the information collected from each are very important. Read Full Article.

Voice of Customer 78

Voice of Customer Consulting Customer Satisfaction Article 78

Oracle

JULY 29, 2020

Now that we’re halfway through 2020, we took a look back on our top 5 articles from SmarterCX.com over the past few months. In case you missed these hot topics that captivated our readers, here’s another look at select tips, insights, and trends into the customer experience, employee engagement, and technology. Check out 5 of the top headlines from 2020 so far, then subscribe to the newsletter to stay up to date for the remainder of the year. 10 SEO Tips to Implement in 2020.

2020 71

2020 Article Definition Loyalty 71

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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

Centercode

JULY 29, 2020

Begging for feedback from unenthusiastic or inexperienced testers is a frustratingly common occurrence for many beta and delta testing teams. But tester engagement — and the resulting feedback — are both vital to test success. After all, without pre-release feedback to act on, there’s no way to be sure your next release has the quality your customers expect and deserve.

Engagement 94

Engagement Feedback ROI Download 94

Team Support

JULY 29, 2020

“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO. Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. In Part 1 we recommended starting with determining if the system you choose should be cloud-based (a server hosted in the Cloud) or on-premise (application is installed and maintained on the company's internal servers), and we gave you a

B2B 66

B2B Government 2018 Document 66

Forrester's Customer Insights

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 71

Banking 2030 2025 Retail 71

MyCustomer

JULY 29, 2020

Engagement Journey map or customer experience map?

Customer Experience 104

Customer Experience Engagement Customers 104

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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

Calabrio

JULY 29, 2020

Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help! He has now made his award-winning customer experience certification program available online — and you can apply now for a sponsorship! Hear it from Dodkins himself: Throughout the program, you’ll learn valuable lessons on enhancing your personal CX profile, including: How to connect wit

Customer Experience Professionals 83

Customer Experience Professionals Customer Journey Customer Expectations Connections 83

SaleMove

JULY 29, 2020

At Glia, we pride ourselves on being a leading provider of Digital Customer Service by improving how Credit Unions serve their members in today’s digital world. With the pandemic accelerating an organization’s digital initiatives, Glia gained 20 new Credit Union clients in 4 short months. These 20 Credit Unions represent over $45 billion in assets under management and service over six million members across the country.

Demo 52

Demo Blog Customer Service Communication 52

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

inmoment

JULY 29, 2020

It’s important for brands to spend time acquiring and then retaining new customers , but it’s just as (if not more) important to find ways to expand relationships with the customers that they already have. Today’s conversation focuses on that very theme: how can brands deepen relationships with existing customers to drive better experiences and create a positive impact on the bottom line?

Loyalty Programs 52

Loyalty Programs Loyalty Webinar Brands 52

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

Customercount

JULY 29, 2020

Krulak's Law highlights the importance of those on the front line, and not the head office, in the delivery of the best customer experience (CX). The post The importance of Krulak’s Law in CX appeared first on CustomerCount.

Customer Experience 52

Customer Experience Customers Customer Engagement Engagement 52

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy. With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this.

Customer Retention 59

Customer Retention Financial Customer Success Customers 59

Ann Michaels and Associates

JULY 29, 2020

We began conducting competitive intelligence for our clients over fifteen years ago. Back then, we primarily used Mystery Shopping as a way to gain valuable information for our clients on their top competitors. We have worked with start ups, established businesses as well as companies who need information for the acquisition process. Types of Competitive Intelligence Gained: Website Impressions: Your website is your business.

Social Media 59

Social Media Measurement Blog Sales 59

delighted

JULY 29, 2020

On the heels of our feature updates for survey creation ( Additional Questions ) and distribution ( Mobile SDK and Web ), we’re excited to announce an enhancement to how you can organize all of that feedback you’ve been collecting: Folders for Trends. Included for free on all Delighted plans, Folders lets you group Trends by department, topic, or even Delighted user – the sky’s the limit.

Feedback 54

Feedback Customer Experience Customers 54

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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.

Information

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy. With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this.

Customer Retention 52

Customer Retention Financial Customer Success Customers 52

CSM Magazine

JULY 29, 2020

Since the end of March, the UK government has encouraged the country to stay indoors and only leave for essential or unavoidable reasons. Such as buying food, toiletries, and medicine, taking the agreed amount of exercise, or working if you are an essential worker. If you are classified as an essential worker, it means your job role is critical to keep services running.

Transportation 52

Transportation Government Hospitality Travel 52

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy. With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this.

Customer Retention 52

Customer Retention Financial Customers Customer Success 52

MyCustomer

JULY 29, 2020

Download this Report. Lead goal. 200. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

B2B 52

B2B Customer Experience Download Customers 52

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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