GetFeedback
JANUARY 28, 2020
Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal. Besides, the competition for customers is fierce these days than ever.
CloudCherry
JANUARY 22, 2020
As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s adva
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Experience Investigators by 360Connext
JANUARY 28, 2020
Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year.
Customer Bliss
JANUARY 17, 2020
We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life?
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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.
Beyond Philosophy
JANUARY 20, 2020
Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
JANUARY 5, 2020
Churn can cripple any organization. These 40 customer retention stats reinforce the growing need for effective customer experience management.
Win the Customer
JANUARY 20, 2020
2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. The eCommerce boom has resulted in lots of competition. Businesses need to rise to the challenge to stay relevant. This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business.
Experience Investigators by 360Connext
JANUARY 21, 2020
How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” The idea behind a true Voice of the Customer program is to consistently, reliably and intentionally gather customer feedback.
TechSee
JANUARY 28, 2020
Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS).
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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
Beyond Philosophy
JANUARY 23, 2020
Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. . We discussed this problem in a recent podcast.
Alida
JANUARY 8, 2020
According to a recent Forrester report , “consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes.”.
ShepHyken
JANUARY 29, 2020
Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop. The great genie offered to grant each of them a wish, but only if that wish would absolutely guarantee the success of their venture. The first entrepreneur said, “I wish for the best tasting ice cream in all of Businessland.
ProProfs Chat
JANUARY 30, 2020
“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Type, type, click, and the damage is done! And we all know, what goes online, reaches everyone and hampers the brand image as well.
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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Experience Investigators by 360Connext
JANUARY 2, 2020
I’m weirdly excited about this year. 2020 – a year of vision ! (See what I did there?). This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course. We’re also going to execute big strategies based on big plans in our businesses. I have total faith in you.
Lumoa
JANUARY 30, 2020
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.
Beyond Philosophy
JANUARY 19, 2020
We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.
The DiJulius Group
JANUARY 29, 2020
1. Customer Service Feature Story Meet The Most Liked Person I Have Ever Met Some people are “connectors” by nature. I have long marveled at how easily my brother-in-law Eddie Cheyfitz connects with total strangers and builds amazing relationships. He is one of the most liked people I have ever met. He and my sister. Read Full Article. The post The Likability Factor appeared first on The DiJulius Group.
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
ShepHyken
JANUARY 21, 2020
Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine. Top Takeaways: The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable com
Inbenta
JANUARY 30, 2020
The tourism industry, an ever-changing sector. The face of tourism has evolved a lot in the past decades. Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. As shown in a study conducted by Expedia, people end up visiting 38 websites on average while planning their travels and increasingly look for personalized offers and travel plans.
Customers That Stick
JANUARY 30, 2020
In this One Win Book Review, we take a look at Finish by Jon Acuff. Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. [link]. About Finish. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.
ProProfs Chat
JANUARY 7, 2020
Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. . It only takes one bad experience for the customer to swear off your business forever. .
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Beyond Philosophy
JANUARY 24, 2020
The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think. If you take a look at the words in the name, you probably imagine it means embellished markdowns.
ReviewTrackers
JANUARY 2, 2020
Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. One study surveyed over 200 businesses on the trends, solutions, and challenges in customer experience.
ShepHyken
JANUARY 28, 2020
Employees Matter. Care for Your Employees and They Will Care for Their Customers. Shep Hyken interviews Bob Chapman. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. Top Takeaways: You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life.
Eptica
JANUARY 24, 2020
Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Published on: January 24, 2020. Author: Tom Walmsley - Business Development Manager With the continued rise of customer experience programs often championed at the board-level, we see many companies investing heavily in the key battleground of increasing Customer satisfaction and loyalty.
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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
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