CloudCherry

FEBRUARY 26, 2018

Companies have forever been collecting feedback from customers. It’s never the intent that is under question. It’s the outcome – which is where most companies haven’t covered themselves in glory. Despite listening to customers endlessly, they still don’t know how to act on all that feedback. In addition, they’ve set up processes and policies in the name of a Voice of Customer program in order to capture customer expectations and create products/services accord

Voice of Customer 230

Voice of Customer Feedback Loyalty Customer Expectations 230

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together. Still relatively new to his role at Cedars-Sinai, Alan walks us through the steps he took to define his position and lead a patient experience transformation throughout the hosp

Hospitality 154

Hospitality Healthcare 2016 Definition 154

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. The instantaneous nature of our lives has generated customer expectations for fast, simple, and efficient experiences that rival those of messaging, e-mail, media, and other online functionality available instantly via smartphones.

Customer Service 116

Customer Service Call Center E-support Contact Center 116

Customer Alignment

MARCH 2, 2018

In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

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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

CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers?

Customer Centricity 231

Customer Centricity Culture Customers Loyalty 231

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions.

Customer Service Training 99

Customer Service Training Customer Service Competitive Advantage Customers 99

Customer Guru

FEBRUARY 26, 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.

Insurance 106

Insurance E-support Call Center Customer Centricity 106

CloudCherry

FEBRUARY 24, 2018

Markets and businesses today are evolving rapidly. What doesn’t change is that building loyalty and retaining customers in the long-term is the only way brands can drive profitability. The attention span of customers is dwindling as a consequence of stiff competition. Delivering great customer experiences has become a lot more integral to improving loyalty.

Culture 191

Culture Employee Experience Loyalty Feedback 191

Michel Falcon Experience

FEBRUARY 25, 2018

Michel Falcon: Hey everyone, I’m Michel Falcon, and in this video, I’m going to share the seven tips that I use to build better interview processes, to build high performing teams, increase employee engagement, and build a more profitable company. Do you feel your interview process lacks structure? Have you been asking the same interview questions for years?

2018 113

2018 Culture 2017 Sales 113

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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

Beyond Philosophy

MARCH 2, 2018

Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. However, anyone who has ever read George Orwell’s 1984 or suffered the scrutiny of a micro-manager will have a healthy dose of doubt that a wristband that reports back the nitty-gritty details about productivity will impr

2018 101

2018 Government Employee Experience 2013 101

ReviewTrackers

FEBRUARY 28, 2018

Social media gives customers the opportunity to voice their opinion about your business in an open space. It’s a space that exists for everyone to see — friends, family, and other consumers. That’s why businesses should manage their reputation on social media. But what exactly is it? And how exactly can it help your business? . Here is a guide to help you understand social media reputation management and why you need to incorporate it into your marketing strategy.

Social Media 100

Social Media Management Consumers 2018 100

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading 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 in delivering unparalleled experiences to their customers and creating raving fans for themselves.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

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

Joe Rawlinson

FEBRUARY 28, 2018

The behavior of consumers has evolved as their environments and behaviors have shifted — and it’s up to brands to catch up. These days, many companies are stuck in old habits, trying to stick a round peg into a square hole. Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time.

Contact Center 88

Contact Center Call Center Consumers Retail 88

Experience Matters

FEBRUARY 26, 2018

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Empl

Engagement 87

Engagement 2017 Customer Centricity Download 87

ProProfs Chat

FEBRUARY 28, 2018

Customer acquisition and conversion strategies have seen a remarkable number of innovations in the last few years. From website optimization through webinar marketing to social media, marketers have been experimenting with every opportunity to get their message across to their prospects. Live chat software is one such innovation, and probably the ultimate conversion hack tool.

Sales 90

Sales Social Media Innovation Information 90

Oracle

FEBRUARY 26, 2018

When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture. Now, in 2018, the excitement that surrounded big data has worn off.

2018 90

2018 E Commerce Fashion Retail 90

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

MARCH 2, 2018

This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. In luxury retail these days (or any retail, for that matter), it all seems to be about the internet and Millennials, doesn’t it? Retailers would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a tough demographic to crack.

Retail 79

Retail Blog Culture Article 79

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading 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 in delivering unparalleled experiences to their customers and creating raving fans for themselves.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

Amity

FEBRUARY 26, 2018

Congratulations! You have successfully made the case for Customer Success and your organization has realized that investing in a customer success program will help provide more value to your customers. However, recognizing the need for a customer success program and actually working on implementing one are two completely different stories. Even if you see the merits, you will eventually face your first roadblock, which is, where to begin?

Customer Success 84

Customer Success Sales Customers Feedback 84

Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up.

Document 85

Document Culture Customer Service Training Customers 85

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Measurement

ShepHyken

FEBRUARY 26, 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. Can awful airline customer service be overridden with AI and analytics? by Scott Kendrick. (tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics.

Article 78

Article 2018 Airlines Customer Service 78

Beyond Philosophy

MARCH 2, 2018

Didn’t Blockbuster, Kodak and Circuit City see the end was in sight? Why did they not change? Too many people reject new thinking that will improve their Customer Experience. Why? What is it about human behaviors that does this? In this podcast Colin Shaw and Professor Ryan Hamilton will debate why this is the case and what you should do about it.

Customer Experience 109

Customer Experience Customers 109

Solvvy

FEBRUARY 27, 2018

The post Customer Experience Is All That Matters appeared first on Solvvy.

Customer Experience 125

Customer Experience Customers 125

ijgolding

FEBRUARY 26, 2018

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the ‘eating out’ experience is made up of several stages and touch points – the eating bit is just one of them. Eating in a restaurant is often an indulgent treat – not a necessity – and as such, the experience needs to match up with our expectation.

Customer Experience 67

Customer Experience Customers Definition Books 67

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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