GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.

Customer Retention 390

Customer Retention 2018 Net Promoter Score Customer Satisfaction 390

BlueOcean

DECEMBER 18, 2018

You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence?

Contact Center 195

Contact Center 2018 Measurement Omnichannel 195

Customer Bliss

DECEMBER 20, 2018

“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

2018 147

2018 2005 Customer Experience Chief Customer Officer 147

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether. That’s Not My Department” and 10 Other Phrases Customers Hate.

Article 124

Article 2018 Customer Service Books 124

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GetFeedback

DECEMBER 17, 2018

Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.

2018 223

2018 Customer Journey Mapping Net Promoter Score NPS 223

Customer Bliss

DECEMBER 18, 2018

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? Click here to learn more about the course and enroll. . The following is a lightly edited transcript of the video below.

2018 166

2018 Chief Customer Officer Books Banking 166

ShepHyken

DECEMBER 19, 2018

Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.

2018 124

2018 Customer Confidence Reference Customer Service Training 124

InMoment XI

DECEMBER 19, 2018

“CX is More Than Just a Program, It’s a Way of Operating.” ” At Reliant, the focus is not just to be the best at energy, but to also stand out as a champion of customer service. Hear how they have improved their NPS scores 150% by differentiating the way consumers can interact with their energy. View Article. Energy/Utilities

2018 200

2018 NPS Article Consumers 200

OpinionLab

DECEMBER 17, 2018

The market we made. 1999 was a seminal year for the web. Y2K established the need for more agile approaches to coding. Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options.

2018 95

2018 2001 Competitive Advantage Feedback 95

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Experience Matters

DECEMBER 18, 2018

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise.

2019 104

2019 2018 Customer Connectedness Brands 104

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. Happy and satisfied customers, on the other hand, enhance loyalty and revenue.

2018 105

2018 Blog 2019 Social Media 105

GetFeedback

DECEMBER 17, 2018

Three ingredients to create the perfect customer survey and improve customer service and overall experience. Articles

2018 150

2018 Customer Service Article Customers 150

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. Contextual awareness will redefine the customer experience. As companies show no slowdown in collecting data from consumers, customers are increasingly expecting brands to use this data to create a more personalized, streamlined experience, demanding timely, proactive responses and suggestions.

2019 79

2019 2018 Magazine Hospitality 79

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Experience Matters

DECEMBER 21, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics. While some level of compensation tied to CX can be helpful, it is often overdone.

2018 103

2018 Metrics Measurement Employee Experience 103

ShepHyken

DECEMBER 17, 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. Why Customer Experience Has Never Been More Vital by Samantha Paxson. Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do.

2018 90

2018 Article 2019 Customer Service 90

GetFeedback

DECEMBER 18, 2018

With Automated Email you can create engaging one-touch email surveys that are sent directly at specific points in the customer journey. Product & News

2018 150

2018 Customer Journey Engagement Customers 150

Bold360

DECEMBER 19, 2018

Well, it’s that time again (can you believe it?). The time where we look back and reflect on the year that was and discuss what we can expect from the year to come. So here it goes. 2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. We saw companies, like ours, making the technology much more approachable and as a result, there were some really great real-world successes.

2019 78

2019 2018 Blog Consumers 78

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Beyond Philosophy

DECEMBER 17, 2018

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory. Consumers have no choice in the matter.

2018 123

2018 Government Travel Customer Satisfaction 123

ShepHyken

DECEMBER 18, 2018

The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service. Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. Top Takeaways: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization.

2018 112

2018 Books Customer Focused Culture 112

Myra Golden

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that!

2018 85

2018 Workshop Customer Service Call Center 85

Joe Rawlinson

DECEMBER 18, 2018

Content marketing is not merely effective today. Its efficiency is growing with every passing year, according to statistics. People today devour massive amounts of content daily, so providing them with the top-quality stuff is the way to set yourself apart from the competition. In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment.

2018 92

2018 2019 Omnichannel Marketing 92

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Oracle

DECEMBER 19, 2018

For many shoppers in the U.S., holiday shopping is a ritual. In fact, according to the National Retail Federation , retailers earned as much as one-fifth of their annual profits from holiday shoppers last year — and the trend shows no sign of stopping as this year comes to a close. While shopping is nothing new for consumers, this year, the experience is changing: consumers are now more likely to interact with a chatbot during their search for presents than ever before.

2018 81

2018 Retail 2016 Consumers 81

Retently

DECEMBER 17, 2018

Disloyal customers are costing businesses billions. But what actually triggers disloyalty? Former CEB Global’s research (now part of Gartner), explained that the level of effort consumers put into interacting with a brand has a direct impact on loyalty levels. In fact, according to CEB Global, it seems that around 96% of consumers that reported having difficulty solving a problem were more disloyal. How do you know how easy it is for your clients to interact with your business, though?

Effort Score 71

Effort Score 2018 Measurement Net Promoter Score 71

Myra Golden

DECEMBER 17, 2018

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills. But very few people in customer service actually get the training they need to get an angry customer to back down, politely control conversations with ramblers and skillfully handle the customer who demands to speak with a supervisor. I want to talk to you about why your employees can’t seem to de-escalate intense interactions.

2018 91

2018 Workshop Interaction Customer Service 91

Integrity Solutions

DECEMBER 19, 2018

The fight to keep top talent. Millennials in leadership roles. Addressing the skills gap. And more 2019 workplace trends we’re watching. By Mike Esterday. The notion of work is changing in America. The idea of “going to work” and being “in the office” are being redefined in the workplace for 2019. Here are some of our top choices for changes happening around us that will have long-term implications for training and development in the workforce. Business transformation is escalating.

2018 79

2018 2019 Sales B2B 79

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