Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

2018 150

2018 NPS Customer Experience Touchpoint 150

Customer Bliss

FEBRUARY 21, 2018

“ Our customers’ lives and our lives are made up of moments,” says Dan Heath , co-author of The Power of Moments: Why Certain Experiences Have Extraordinary Impact in today’s episode. Do you think about how you can create remarkable moments for your customers? Dan and I talk about what a power moment is, the recipe for creating one, and how these experiences affect us in our personal and business lives. Create Peak Moments for Your Customers.

2018 168

2018 Airlines Culture Books 168

CloudCherry

FEBRUARY 20, 2018

Technology has become decisive to shaping customer experiences. It has opened up infinite possibilities for brands to not just capture customer data, but also engage with customers in real-time, in a seamless manner. And Virtual Assistance is an important part of the technology wave. It adds a level of personalization to the customer experience and also improves the efficiency of addressing customer queries, issues and more.

2018 170

2018 Consumers Social Media Brands 170

GetFeedback

FEBRUARY 20, 2018

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight. Articles

Effort Score 195

Effort Score 2018 Measurement Insights 195

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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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ProProfs Chat

FEBRUARY 23, 2018

What is Customer Analytics? Simply put, customer analytics is the process and technology that organizes and interprets gathered data to reflect the demographics, actions, and habits of your customers. This data can provide unique, actionable insights that can transform the way you run your sales, marketing, and customer service departments. It can impact your entire business. Customer analytics helps take the guesswork out of running a business. Of course, individuals are unpredictable.

2018 100

2018 Sales Social Media Advertising 100

Customer Guru

FEBRUARY 23, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

2018 112

2018 2009 Financial Banking 112

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us. Please stay on the line and a representative will be with you shortly.”

2018 97

2018 Customer Satisfaction Blog Exceptional Customer Service 97

ProProfs Chat

FEBRUARY 22, 2018

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass helpful feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. As Damon Richards states: “ Your customer doesn’t care how much you know until they know how much you care ”. Relationship with a Customer If you’re a good salesperson, you can sell anything to anyone once.

2018 101

2018 Customer Service Social Media Feedback 101

Oracle

FEBRUARY 23, 2018

Creating a great customer experience (CX) is one of the most effective business objectives you can set for your small or medium-sized business (SMB). Having your customer in mind at all times means that you can focus your attention on what adds value to their lives and what makes the buyer’s journey more seamless. However, there’s a limit to the type of customer experience you can build without technology.

2018 87

2018 Lifetime Customer Touchpoint Interaction 87

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Experience Investigators by 360Connext

FEBRUARY 21, 2018

What if the customer experience you had to deliver was all about YOU? What if the customer experience you delivered was a 20-minute speech? The National Speakers Association Winter Conference sought to be an experience, and to ask professional speakers how they can be an experience. Here are some ideas I believe anyone can apply to the experience connected to their personal brand. Same is lame.

2018 110

2018 Sports Entertainment Presentation 110

CloudCherry

FEBRUARY 22, 2018

Go to a non-business department in any university and ask what they think of the idea that they are actually selling a product/service and should treat their students like a business treats their customers. In all likelihood, you’ll get a lot of horrified looks. The students will nod in agreement, but the faculty — especially those who are passionate about academia – will give you haughty glares and might just evict you from the premises.

2018 150

2018 Customer Experience Social Media Definition 150

GetFeedback

FEBRUARY 20, 2018

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight. Articles

Effort Score 150

Effort Score 2018 Measurement Insights 150

Oracle

FEBRUARY 21, 2018

Oracle is hosting its annual Modern Customer Experience conference April 10 – 12, 2018 in Chicago, with over 250 planned sessions spanning customer experience focus areas like sales, commerce, service, and marketing. In addition to covering hot tech topics in CX like artificial intelligence and IoT, ModernCX will feature keynotes from top CX leaders, special programs, and top-notch entertainment. Ready to register now for Modern Customer Experience 2018?

2018 94

2018 Entertainment Customer Experience Demo 94

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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task. Drivers for customer self-service.

Virtual Agent 132

Virtual Agent 2018 Call Center Contact Center 132

ShepHyken

FEBRUARY 19, 2018

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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way.

2018 90

2018 Article Social Media Customer Service 90

Beyond Philosophy

FEBRUARY 22, 2018

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? In case you haven’t been following along, here’s what happened.

2018 130

2018 Travel Fashion Communication 130

Pointillist

FEBRUARY 19, 2018

By Will Thiel. “By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey.

2018 111

2018 Touchpoint Customer Experience Customer Journey 111

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When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Influitive

FEBRUARY 22, 2018

Today’s customers don’t trust ads. Instead, they turn to their inner circle of peers when they need recommendations on new products or services. Nielsen’s “Consumer Trust in Advertising” study shows that, ‘recommendations from people I know’ remains the most trusted form of brand discovery, and ‘consumer opinions posted online’ comes in at third most trusted.

2018 101

2018 Marketing Advertising Brands 101

ShepHyken

FEBRUARY 20, 2018

Great Customer Experiences Start with Great Employee Experiences: Valuable Lessons From Comcast. Shep Hyken Interviews Tom Karinshak, Senior VP of Customer Service at Comcast. Are your employees properly equipped? . . ? <span

2018 87

2018 Social Media Call Center Customer Service 87

LiveChat

FEBRUARY 19, 2018

Your corporate image depends on the customer service you provide. A once unsatisfied client is unlikely to use your product again. That’s why you should take every opportunity to deliver a great customer experience. One of the best ways to do this is to automate your customer service with AI chatbots. In this post, we’ll talk about the best virtual assistants to improve your customer service. We’ll also describe the long-term benefits they may bring to your business.

2018 76

2018 Customer Service Hotels Return on Investment 76

Customer Guru

FEBRUARY 20, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

2018 78

2018 2017 Brands Metrics 78

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UJET

FEBRUARY 22, 2018

Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business. Customer Experience

2018 86

2018 Customer Experience Customers 86

ShepHyken

FEBRUARY 21, 2018

Not long ago, I had a somewhat tenuous conversation with one of our suppliers. I mentioned to him that it took too long for him to call me back. This time it took three days. His response was, “I called you back the same week. That isn’t good enough?”. It’s not! That’s not what good service, at least for me, is about. But, that’s not what this lesson is really about. It is actually about this guy’s assumption that three days would be an acceptable response time. The key word here is assumption.

2018 87

2018 Definition Customer Service Training Information 87

Experience Matters

FEBRUARY 21, 2018

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value.

2018 88

2018 B2B Customer Success Technology 88

Win the Customer

FEBRUARY 23, 2018

Public relations disasters are many companies’ worst nightmares. Whether it’s a common mistake that leads to a temporary bad reputation or a bigger problem that affects the future of your business, negative PR can be hard to recover from. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing.

2018 94

2018 2015 2016 Travel 94

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Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!

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