GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

MAY 6, 2019

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.” — Bruce Arnett, CTO, MaritzCX Being a People Leader Bruce has over 20 years of.

Article 380

Article Customer Experience Customers 380

Customer Bliss

MAY 23, 2019

“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. .

Culture 216

Culture Customer Journey Presentation Measurement 216

Beyond Philosophy

MAY 31, 2019

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

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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.

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ShepHyken

MAY 28, 2019

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.

Culture 127

Culture Loyalty Books Consulting 127

GetFeedback

MAY 5, 2019

Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it. Then, a couple of days later, you realize you don’t understand a bunch of features and you need some extra help from the provider. But somehow nobody replies to your emails.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Survicate

MAY 14, 2019

You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products.

Customer Satisfaction 110

Customer Satisfaction Social Media Customers Measurement 110

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina is a startup platform that connects people to local places and activities for purpose-filled experiences.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

Net Promoter Score 155

Net Promoter Score 2004 Insurance 2007 155

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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

ShepHyken

MAY 1, 2019

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the produc

Customer Service 121

Customer Service Brands Advertising Customer Service Training 121

ProProfs Chat

MAY 24, 2019

As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market.

Social Media 100

Social Media E-support Customer Retention Telecommunications 100

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level. Specifically, employee satisfaction is the extent to which your employees are happy with their jobs.

Net Promoter Score 273

Net Promoter Score Feedback Measurement NPS 273

ReviewTrackers

MAY 17, 2019

Social media gives consumers ideas about things to do and buy to make their lives better. . These ideas include which restaurants to go to on Saturday nights. . Restaurant Customer Statistics for Every Social Media Manager. An effective social media strategy in marketing is a must for all restaurants. Here are five statistics that prove just how successful social media can be for restaurants when there’s an emphasis on the customer.

Social Media 100

Social Media 2018 Customer Expectations Brands 100

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

Second to None

MAY 17, 2019

We are not looking to toot our own horn, if you will, but we were recently inspired to explore the regional differences across the U.S. when a potential client pointed out the positive differences between working with Second to None, a Midwest-based company, versus those on the East Coast or the West Coast. Of course most people are aware of the verbal differences, like how people in the south say coke whereas those in the west say soda, but the differences extend beyond accents. .

B2B 90

B2B Roadmap Brands Culture 90

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.

Blog 116

Blog Customer Experience Touchpoint User Experience 116

CSM Magazine

MAY 2, 2019

A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company. 70% of consumers say they will continue to support companies that give them great customer experience.

Management 91

Management Customer Experience Consumers Customers 91

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

GetFeedback

MAY 9, 2019

Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.

Article 291

Article Customer Experience Customers 291

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

Second to None

MAY 9, 2019

In the customer experience domain, the way to the customer’s heart is through their personal information. It sounds somewhat questionable. The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data.

2018 86

2018 Social Media Consumers Banking 86

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.

Customer Experience 127

Customer Experience Events Social Media Insurance 127

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . As has been widely documented, the balance of power in today’s marketplace has shifted away from the town square and to the customer.

Blog 113

Blog 2011 Loyalty Definition 113

Oracle

MAY 29, 2019

Consider this customer experience scenario: It all started when I called for a take-out dinner order, and the hostess told me she was too busy to ask the kitchen if there was an ingredient I was allergic to in the meal I wanted to order. I should’ve stopped the transaction there, but because I was in a rush, I ordered meals for my family, figuring I’d grab myself a bowl of cereal at home, and went to pick up their food.

Customer Experience 93

Customer Experience Customer Service Social Media Customers 93

CSM Magazine

MAY 1, 2019

It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls.

Customer Service 92

Customer Service Customers Leadership Books 92

Myra Golden

MAY 7, 2019

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”. In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know?

Transportation 92

Transportation Hospitality Workshop Interaction 92

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

Customer Service Representative