GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? A great customer experience (CX) , of course. . In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

Alida

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal. When customer experience is approached as a shared service, both companies and consumers benefit exponentially and you ensure longevity in the market.

Customer Experience 204

Customer Experience Customer Voice Customer Insights Customers 204

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. Why do we do this?

2019 146

2019 Social Media Webinar Events 146

Beyond Philosophy

SEPTEMBER 20, 2019

How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved.

Consulting 114

Consulting Customer Experience Management Loyalty Customer Experience 114

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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.

Customers

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . While some data says yes, other research says no. .

Loyalty 257

Loyalty Touchpoint Books Metrics 257

ShepHyken

SEPTEMBER 17, 2019

Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby: Self-service is all about empowering customers and giving them the ability to solve their own problems.

Culture 98

Culture Customer Service Connections Feedback 98

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 to 77.1. .

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

GetFeedback

SEPTEMBER 20, 2019

How to use NPS, CES and CSAT to measure customer loyalty and improve the customer experience across the entire organization.

NPS 170

NPS Metrics Loyalty Measurement 170

Thematic

SEPTEMBER 16, 2019

You know you need to collect customer feedback. You send out surveys and read reviews. But once you have customer feedback in-hand, what do you do with it? How do you identify common themes in customer responses — and turn that into actionable business insights? You could spend long hours sorting through walls of text, creating spreadsheets of themes and sentiments , and manually coding each open-ended question.

NPS 84

NPS Feedback Measurement Airlines 84

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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

SEPTEMBER 16, 2019

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. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk.

Article 98

Article 2019 Airlines Customer Service 98

Oracle

SEPTEMBER 18, 2019

Artificial intelligence is no longer on the sidelines of the business world, restricted to exploratory projects or in-house experiments affecting only a small aspect of operations. It’s now a force to be reckoned with, and it’s one that is increasingly powering customer experience solutions for companies across a wide range of industries.

Financial 88

Financial Customers Presentation Customer Relationships 88

GetFeedback

SEPTEMBER 15, 2019

This guide will teach you how to use customer loyalty metrics to improve customer experience and increase retention rates.

Metrics 150

Metrics Loyalty NPS Customers 150

Heart of the Customer

SEPTEMBER 19, 2019

CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking for ways to bring your customers to life for your employees – here’s a great opportunity. CX Day, sponsored by the CXPA, gives you the excuse to get in front […]. The post Make a Splash on CX Day appeared first on Heart of the Customer.

Customers 74

Customers Customer Engagement Engagement Customer Experience 74

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

ShepHyken

SEPTEMBER 18, 2019

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question? Why did I wait so long to write about this? I have addressed this topic in several other ways.

Customer Service Training 131

Customer Service Training Document Culture Books 131

One Millimeter Mindset

SEPTEMBER 16, 2019

Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors. You know the saying: “The devil’s in the details” ? Well, those details are your story context: the environment surrounding the decision to be made.

Sales 72

Sales Return on Investment Workshop Customer Retention 72

GetFeedback

SEPTEMBER 18, 2019

A step-by-step explanation as to why effortless experience is not all that matters when it comes to cultivating customer loyalty. .

Loyalty 150

Loyalty Customers Article 150

TechSee

SEPTEMBER 18, 2019

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base.

Contact Center 84

Contact Center Average Handle Time Reference Technology 84

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

ShepHyken

SEPTEMBER 20, 2019

This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. These issues are usually more complex, involving several internal stakeholders and requiring a larger, more advanced and specialized team to address them.

B2B 106

B2B Blog B2C Sales 106

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. Author: Anne-Merete Jensen - Senior Business Consultant As we count down the days until National Customer Service Week , which starts on 7th October, I’m going to use this post to focus on the theme of recognition.

Customer Service 66

Customer Service Contact Center Average Handle Time E-support 66

ProProfs Chat

SEPTEMBER 20, 2019

Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. It weakens the roots of even a great business and well-known brand. .

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

Totango

SEPTEMBER 17, 2019

Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say your customer just completed onboarding quicker than the average user, but you missed the chance to recognize their success. How do you build that relationship if your team does not have the right tools to engage intelligently with customers?

Metrics 64

Metrics Presentation Customer Success Customers 64

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

SurveySparrow

SEPTEMBER 19, 2019

Do you have any trouble at all remembering Nike’s swoosh logo or KFC’s colours? Do these brands’ colours, logos, mascots, etc, strike an immediate chord with you? That is because they have built a brand identity so strong that there are no equals in their realm. If you see a yellow-colour arch in the shape of the letter ‘M’, your mind immediately screams McDonald’s.

Brands 64

Brands Brand Values Social Media Innovation 64

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago. But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky.

Contact Center 63

Contact Center Call Recording Document ROI 63

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

CSM Magazine

SEPTEMBER 17, 2019

Wendy Hamilton, CEO of TechSmith, discusses the transformative power of visual tools for customer service teams. Incorporating visuals into your customer communications can be a game-changer. Research has shown that 67% of people perform better when communicated visually than those following text directions alone. If a customer is struggling with a software error or bug reporting, and they can’t find the information they need on your website, providing them with a visual guide – an annotated scr

Customer Service 65

Customer Service Social Media Banking Article 65

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement