Sat.Feb 23, 2019 - Fri.Mar 01, 2019

article thumbnail

Forrester Report on the State of Customer Analytics 2018

CloudCherry

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. A vast majority of respondents make or influence decisions at their organization.

2018 256
article thumbnail

Why GetFeedback is the Best Customer Experience (CX) Solution for Salesforce

GetFeedback

Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. In fact, 73% of U.S. consumers say that customer experience (CX) is a very important factor in their purchasing decision, so much so that even if they love a company or product, 59% will still walk away after several bad experiences and 17% will walk away after just one bad experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

CX & Mystery Shopping: Great Questions to Consider

InMoment XI

Customer Experience Research is Common Sense In college, I grew up on watching Steven Wright’s comedy acts. In fact, one-time on a business trip I ran into him at my hotel in Atlanta – what a moment. His comedy angle is basically using common sense thinking and then wrapping a question or comment around that. View Article.

Hotels 200
article thumbnail

Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

article thumbnail

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!

article thumbnail

Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service

BlueOcean

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.

2019 136

More Trending

article thumbnail

Superagent and the Phenomenal Four Enhance Customer Experience in Telecoms

TechSee

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. The ability to create personalized, seamless journeys has emerged as not merely a key differentiator, but a must-have weapon in their arsenals. It’s the key to enhancing customer experience in telecoms, right across the board.

article thumbnail

Understand Your Customers’ Needs and Unlock the Value Chain with Thales Teixeira

Customer Bliss

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? In this podcast, join me for a fascinating discussion with Thales Teixeira , the Lumry Family Associate Professor at the Harvard Business School , whose research focuses on digital disruption and what he calls, “The Economics of Attention.” Discover a new framework that will kickstart and advance your work as a CX practitioner and leader inside of your organization.

article thumbnail

Simon Says You Should Read This to Improve Your CX

Beyond Philosophy

I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Some people do push back on the idea that people are not rational. Typically, they are more rational-types. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”.

article thumbnail

10 Email Marketing Tricks to Re-Engage Your Customers

GetFeedback

There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens.

article thumbnail

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

article thumbnail

Make Your Company’s Name Your Brand Promise

ShepHyken

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things.

Brands 113
article thumbnail

The Engaging Power Of Employee Feedback

Experience Matters

Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” In the report, Employee Engagement Competency & Maturity,

Feedback 106
article thumbnail

The Tools To Use To Create Actionable Measures

Beyond Philosophy

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions.

article thumbnail

How to Use NPS® Surveys to Create the Best Customer Experience

GetFeedback

The right NPS survey will help you build long-lasting relationships with your customers.

NPS 150
article thumbnail

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.

article thumbnail

Tête-à-Tête with Annette Franz, The Customer Experience Veteran

ProProfs Chat

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc.

article thumbnail

4 Elements of a Successful Customer Experience Strategy

Oracle

Imagine this: 4 individuals sit down in a conference room to build a customer experience strategy. The first one starts and says, “Let’s begin by considering ways to engage our audience.” The second shakes their head and says, “No. Converting leads is where we should focus our attention.” The third interrupts to point out that fulfilling expectations is the most important part of any strategy.

article thumbnail

5 books to help you build trust across the customer journey

Eptica

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Published on: February 27, 2019. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?

Books 93
article thumbnail

How to Respond to TripAdvisor Reviews (With Review Response Examples)

ReviewTrackers

TripAdvisor: Why Respond to Reviews? If you’re not responding to online reviews (negative and positive) of your business on TripAdvisor, you may be missing out on the opportunity to drive new business. After all, the site is home to over 730 million reviews and opinions covering “world’s largest selection of travel listings worldwide.”. According to industry research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel

Hotels 91
article thumbnail

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

article thumbnail

5 Top Customer Service Articles for the Week of February 25, 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. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. (Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides.

2019 87
article thumbnail

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

ijgolding

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead. Knowing what to do is seriously valuable. So with the future health of the business at stake, it’s worth knowing how to keep each customer, and that’s where customer feedback comes in.

article thumbnail

The User Adoption Metrics That Matter for Your Customer Success Team

Totango

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.

Metrics 83
article thumbnail

10 Quotes About Artificial Intelligence from the Experts

Oracle

Artificial intelligence (AI) took off in some inspiring new directions over the past year, from c hatbots using conversational AI to algorithms that can identify abnormalities in patient x-rays. Here, retail executives, market analysts, and industry experts share some interesting quotes about artificial intelligence. Disruptive innovation. “Technology is going to disrupt the future of work, perhaps sooner than we thought.

2018 105
article thumbnail

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

article thumbnail

Customer Experience & Marketing Workforce of the Future

ClearAction

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview. “What we did five or ten years ago won’t be good enough for what we have to do in five and ten years from now.

article thumbnail

The Future of CX? It's #TeamHuman!

Hello Customer

New month, new Hello Customer digest! And February has been quite a month for us. We hosted a customer centricity event with Möbius Business Redesign. We kicked off an awesome collaboration with Snackbytes to create engaging and creative video content to share our vision and passion with everyone. We launched our new logo ?! And last but not least: we released our brand new event center.

article thumbnail

Illustrating the ROI of CX

Second to None

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous.

ROI 54
article thumbnail

7 Dynamic Document Production Challenges

Ecrion

All companies face challenges. It might be a simple fix, or one that requires outside help. The last thing your company needs, if it prints a ton of documents, are dynamic document production challenges. If a challenge does pop up – and, let’s be honest, there’s a good chance it will at some point – it’s important to have the right software and support team in place.

article thumbnail

The Open CCaaS Advantage Report

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.