April, 2019

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Designing The Customer Experience for Marketers

CloudCherry

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. However, expectations with the importance of CX is continuing to grow. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing?

Marketing 278
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How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way

Customer Bliss

How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger , Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while leveraging his background in product development, and marketing and advertising, to transform a 170-year-old company’s communication methods into the world of digital.

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Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially.

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Branding and CX: The Surprising Way They Work Together to Form Customer Loyalty

Beyond Philosophy

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Loyalty 130
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Guest Blog: The Rise of Chatbots in Customer Experience

ShepHyken

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Blog 114

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10 Quotes from Oracle CEO Mark Hurd on Evolution of Sales and Customer Experience at ModernCX

Oracle

This past month at Oracle’s Modern Customer Experience conference , CX leaders from 37 countries gathered in Las Vegas for three days of customer experience insights, trends, and technologies. The event featured 300+ educational sessions and 400+ speakers, including a keynote session with Oracle CEO Mark Hurd. Oracle CEO Mark Hurd has regularly spoken at Oracle Modern Customer Experience, with past keynotes available on his official YouTube channel.

Sales 107
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Ideal VP Customer Experience Role

Customer Experience Update Submitted Articles

Vice President of Customer Experience job description for sustained growth by embedding customer-centered management as a way of life.

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How to Map the Customer Journey Stages to Foster Lifetime Value

Totango

From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship?

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Why Too Many Choices Can Be Killing Your Bottom Line

Beyond Philosophy

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.

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The 2023 Verint Experience Index: Retail

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

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Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. So, we’ll just refer to him as Bob. As part of his onboarding process, Bob was put through customer service training.

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Creating a Customer-Centric Culture with Shep Hyken

ProProfs Chat

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. He is the Chief Amazement Officer of Shepard Presentations. A bestselling author featured on the New York Times and Wall Street Journal, he has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

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What Is AR or Augmented Reality Technology?

Oracle

The sky is blue. The grass is green. AR (augmented reality) is the next big thing. It’s not all around us yet, but it’s rapidly extending its reach as new implementations surface. This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time.

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How to Handle Food Complaints in Online Reviews

ReviewTrackers

Any restaurant is bound to receive criticism about its food at some point, which makes it important for restaurant marketers to know how to handle food complaints in their online reviews. According to a Corra survey – which uses a five-point scale to judge a consumer’s likeliness to complain – people complaining “when the food is bad at a restaurant” has an average score of 3.13 out of 5 points.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Brian Solis: How to deliver CX in the age of digital distraction

MyCustomer

How to deliver CX in the age of distraction. By. Chris Ward. Thursday, April 25, 2019 - 08:31. Culture. Customer emotion. Customer experience management. Brian Solis: How to deliver CX in the age of digital distraction. Engagement.

2019 98
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Are You Ready for Facial Recognition Technology in Your CX?

Beyond Philosophy

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.

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Guest Blog: How to Get the Most from Seasonal Customer Service Employees

ShepHyken

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Macy’s planned to hire 80,000 seasonal workers, while Target promised roughly 120,000 seasonal jobs. Many of these employees were tasked with challenging customer-facing positions.

Blog 107
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An Insider View on Customer Support Strategies with Lindsay Willott

ProProfs Chat

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. But are these articles sufficient enough to revamp the existing strategies? Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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What is Customer Engagement Marketing?

Oracle

The omnichannel approach to sales is redefining how marketers approach their audience. Now, instead of focusing on how one message appears on targeted platforms, marketing teams are scrambling to create multiple messages for a singular campaign to deploy over various channels — all with the hopes of getting the attention of the right customers. But, what if brands didn’t have to rely so heavily on a mass message, and instead tried personalizing their approach to individual consumers?

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Welcome, Jade Mulé!

Kerry Bodine

I’m thrilled to announce the addition of Jade to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.

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Customer Experience Questions to Challenge Yourself Every Day

Kristina Evey

Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read More Customer Experience Questions to Challenge Yourself Every Day. The post Customer Experience Questions to Challenge Yourself Every Day appeared first on Kristina Evey.

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What Customer Emotions Drive the Most Value

Beyond Philosophy

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

2004 126
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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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The Difference Between “Surprise and Delight” and Just “Delight”

ShepHyken

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience. Otherwise, the concept would be called surprise and disappoint. Nobody wants that! A while back, I interviewed Matt Dixon on Amazing Business Radio about the wonderful book he co-authored with Nick Toman called The Effortless Experience , where they cover the s

Books 112
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What is Bank Reputation Risk Management?

ReviewTrackers

Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors. Negative reputation, meanwhile, can drive away potential clients and increase customer churn.

Banking 90
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The Top 5 Customer Onboarding Metrics and How to Leverage Them

Totango

Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product.

Metrics 90
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The 2019 Social Analytics and Artificial Intelligence Report

NetBase

. Understanding the emotions motivating consumer behavior is never easy, and consumers posting online about every bit of their experience with your brand compounds the problem. With sarcasm, imagery and emojis thrown into the mix, brands struggle to gather accurate insight to inform strategy. Our 2019 Social Analytics and Artificial Intelligence Report deconstructs the struggle and offers insight to help!

2019 90
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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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