August, 2019

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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

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You say you want a Revolution?

CloudCherry

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.

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The State of Customer Experience: 3 Important Stats You Need to Know

Customer Bliss

Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they order? And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different.

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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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A Day in the Life of an Insight Community Manager

Alida

Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program.

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How to Use Surveys to Land More Business Leads

GetFeedback

Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers? With their opinions, concerns, and demands? . That’s where surveys come in. .

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Amazing Business Radio: John Rossman

ShepHyken

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.

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Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets]

Thematic

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets just for you that you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs.

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Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization

Customer Bliss

As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison , CCO at DHL Supply Chain and Jon Herstein , CCO at Box. Both leaders share great tactics and strategies that they implemented when asked the question, “how did you first assess the work that needed to be done?

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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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DMPs, CRMs & CDPs. What Are They & Why Should You Care?

Alida

There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization. In this post, we hope to level set and to provide context as to what these are and how they can impact your role in your organization.

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What Type of Relationship Do Your Customers Expect From You?

Beyond Philosophy

Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is yes.). People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast.

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How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest adv

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Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call that lasted 10 hours and 43 minutes is one such legend. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

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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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5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

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Unleashing the Power of NPS in the B2C World

ServiceDock

NPS has received some bad press lately from various bloggers, but when used properly Net Promoter Systems can be an effective engagement tool for customers and employees. We usually hear this in relation to business-to-business scenarios, but the principles and concepts for Net Promoter Systems hold true for classic business-to-consumer models, too.

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Emotion as a Driver of Customer Loyalty

Second to None

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. Yet, its importance persists. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps. When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime.

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The Secret of Creating an Effective Customer Experience (CX) Strategy

Beyond Philosophy

The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question!

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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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Customer Retention Optimization Strategies to Keep Customers Long-Term

Totango

Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. .

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Guest Blog: Converting Customers To Die Hard Fans

ShepHyken

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? The truth is that your business is built to serve customers hence customer satisfaction is one of your primary goals.

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Monitoring Niche Audiences with Social Listening

NetBase

. Understanding issues before they become “issues” is a super power – a sixth sense, of sorts. Social listening helps regular marketing mortals develop this ability. And monitoring niche audiences provides an exceptional access point for fine-tuning and implementing these skills. Social Listening in a Nut Shell. Tracking issues that businesses care about is always the top priority, but what if a business is unsure of what those issues are?

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Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

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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 What You Do Story is Key to Retaining Clients

One Millimeter Mindset

Developing a What You Do Story is critical to serving and retaining internal and external clients. When you connect the story of what you “do,” inside the organization, to what everyone else “does,” something interesting happens. First, you start to better serve one another. Because your own responsibility and accountability now extends beyond the confines of your functional and departmental role.

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Do You Use the Right Measures for Your CX?

Beyond Philosophy

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j

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Understanding the Different Types of Customer Engagement

Totango

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.

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5 Top Customer Service Articles for the Week of August 19, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?

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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