Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

2017 172

2017 Customer Experience Hotels 2025 172

Customer Bliss

JULY 20, 2017

This will be a shorter post than normal, but I wanted to put this out there. Sometimes with clients or companies, I’ll hear a concern about launching a full-scale customer experience program because “we’re far behind on it” or, more vaguely, “we already have something like that.” The status quo wins out and sameness persists, even though it’s not engaging customers and rivals are chipping away at market share because of their experiences.

Article 178

Article Engagement Brands Sales 178

InMoment XI

JULY 17, 2017

According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face.

Voice of Customer 150

Voice of Customer Article Engagement Customers 150

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 132

Technology Touchpoint Workshop Books 132

Speaker: Steve Worthy, MBA

The rapid rise of AI-powered displays, touchless technology, and sensory marketing is reshaping the future of in-store engagement. Yet for many retail executives, the real challenge is not identifying new tools - it is knowing which signals to trust, which inputs to prioritize, and how to architect decisions that elevate in-store leadership rather than dilute it.

Leadership

Alida

JULY 21, 2017

Most companies today have a customer relationship problem. Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers. In fact, according to a study commissioned by IBM , nearly 80 percent of consumers don’t think the average brand understands them as an individual.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

InMoment XI

JULY 17, 2017

According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face.

Voice of Customer 210

Voice of Customer Article Engagement Customers 210

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.

Customer Experience 283

Customer Experience Contact Center Books Wireless 283

ShepHyken

JULY 19, 2017

I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system.

2017 116

2017 Customer Service Training Customers Customer Service 116

CustomerGauge

JULY 20, 2017

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. Companies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth. When it comes to customer loyalty and retention, the technology sector scores an […].

NPS 99

NPS Technology Customer Centricity Innovation 99

Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything.

Customer Service

InMoment XI

JULY 21, 2017

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as you follow the proverbial tea leaves—reading what the future holds and letting each initiative guide you to the next. In. View Article.

Article 150

Article Customer Experience B2B Customers 150

transcosmos Information Systems

JULY 20, 2017

Today’s marketing landscape is no longer brand-centric, rather is customer-centric. It’s all about what the customer wants and needs, as well as the customer’s overall brand experience. Often, this experience can make or break your brand reputation. A recent study discovered that 59% of consumers switched brands because of a negative customer experience.

Customer Service 81

Customer Service Marketing Social Media Omnichannel 81

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. – Shep Hyken. The implementation of live chat software is an easy task to achieve. The important thing to understand is that it is only a tool.

Blog 95

Blog Travel Article Customers 95

Up Your Service

JULY 17, 2017

Service education leads to creative thinking and practical action. This action produces new and greater service value. What happens in effective service education? 1. A new understanding of service value. Service education shifts a person’s point of view and enables her. to truly see the world from the customer’s perspective. This is. achieved by applying fundamental service principles to observe. and appreciate the customer’s experience from an outside-in perspective.

Leadership 75

Leadership Connections Measurement Management 75

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

2025

InMoment XI

JULY 21, 2017

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as you follow the proverbial tea leaves—reading what the future holds and letting each initiative guide you to the next. In.

Article 450

Article Customer Experience Customers 450

CSM Magazine

JULY 17, 2017

At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service. He believes that if you keep your employees happy, they will, in turn, take care of your customers.

Customer Service Representative 77

Customer Service Representative Customer Service Workshop Social Media 77

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online 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. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. (Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

2017 31

2017 Article Customer Service Net Promoter Score 31

Up Your Service

JULY 17, 2017

This blog post assumes that YOU, as a leader, understand the importance of building a service culture and your role in making it happen. If you are not sure, I strongly suggest you read this and this first. Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5).

Financial 75

Financial Blog Culture Customer Satisfaction 75

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

InMoment XI

JULY 19, 2017

This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without. View Article.

ROI 150

ROI Customer Experience Article Customers 150

ReviewTrackers

JULY 20, 2017

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. Whether you’re managing a small- or medium-sized business with one location or an enterprise-level organization with hundreds or thousands of business locations, your ability to monitor, influence, and improve the way your brand is perceived online by existing and potential customers can spell the difference between winning and losing.

Brands 72

Brands Social Media Feedback Consumers 72

ShepHyken

JULY 18, 2017

Mason Duchatschek on the Internet Boogeyman, and What to Do When You Encounter Him. What should you do when someone posts a negative review about your company or your products or services? Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation. First Up: Shep Hyken’s opening comments focus on why it is important for any business, not just a retail or online business, to protect their online reputation.

Social Media 57

Social Media B2B Reference Retail 57

Michelli Experience

JULY 18, 2017

Customer Experience and Trust…hmmm. Here’s three quick questions to engage your brain. 1) How would you answer the following? “Most people can be trusted” – True or False? 2) What percentage of Americans answered “True” to that question in 1964? and, 3) What percentage of Americans answered “True” to the same question in 2016? If I were a betting man, I would guess you answered “No” to question 1, underestimated on question 2, and may have been close on question 3.

Customer Experience 65

Customer Experience 2016 Contact Center Consulting 65

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

InMoment XI

JULY 19, 2017

This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without.

ROI 150

ROI Customer Experience Article Customers 150

Calabrio

JULY 18, 2017

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market.

Contact Center 68

Contact Center Retail Customer Experience Competitive Advantage 68

OpinionLab

JULY 17, 2017

You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what it means to be customer-centric in the work they do. Far more common are the employees who need support from their supervisors and managers when it comes to putting their daily tasks in the context of enterprise-wide CX strategies.

Management 68

Management Customer Centricity Customer Satisfaction Leadership 68

CustomerGauge

JULY 18, 2017

In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow. We’ll cover the highlights of these steps, with useful tips on […]. The post 4 Steps to Monetized Net Promoter® appeared first on CustomerGauge.

NPS 81

NPS Definition Measurement Net Promoter Score 81

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience