Sat.Dec 23, 2017 - Fri.Dec 29, 2017

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5 Most Popular Customer Experience Blog Posts of 2017

Customer Bliss

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

2017 141
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Is Your Company Surveying Employees For Their Commitment To Customers and CX?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111
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Complaining Customers Aren’t Looking for Excuses

ShepHyken

The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry.

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Improving Brand Loyalty and the Customer Experience Through Cybersecurity

Win the Customer

When you think about attracting and retaining new customers to your business, you might focus on the importance of having a team of friendly and capable employees devoted to making them feel welcome and appreciated. Having great products and services doesn’t hurt, either. But while these are definitely smart goals to have as a business owner, there’s yet another key way to improve customers’ overall brand experience: cybersecurity.

Loyalty 93
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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!

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Best of the Podcast: The Process of CX Hiring and Transformation at Volkswagen Group Australia

Customer Bliss

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry. As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast.

More Trending

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Guest Blog: Customer Service in Retail – Infographic

ShepHyken

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. With the proliferation of the Internet and the ubiquity of smartphones, tablets, and laptops, the whole retail industry has experienced huge disruption.

Retail 89
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The Art of Listening: A Key to Customer-Centricity

ClearAction

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Consider internal customers as well as external customers in honing this skill.

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Your Step-by-Step Guide to Creating Reports that Prove Advocate Marketing ROI

Influitive

As an advocate marketer, you’re probably used to having the value of your program questioned. “Isn’t it more of a nice-to-have than a need-to-have?” “What exactly is the ROI of engaging customer advocates?” “Why should we devote our budget to this over other marketing programs?” These doubts are exactly why it is so vital for.

ROI 75
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0: The Intuitive Customer Episode Zero

Beyond Philosophy

Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and phycology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first on.

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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

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Amazing Business Radio: Eddie Yoon

ShepHyken

Companies Grow When Customers are Treated as Unique Individuals. Shep Hyken Interviews Eddie Yoon, Author of Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth. Do your customers feel like friends or just transactions? . . ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

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An Exciting Year For Temkin Group Research

Experience Matters

As the year winds down, it’s fun to look back and appreciate what’s been done. As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. I’m very proud of what our team accomplished. We used many different research approaches (e.g., best practice interviews, company surveys, and large-scale consumer studies) to deliver insights about customer experience that shaped the thinking and actions of 1,000s of professionals around the world.

2017 70
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5 Fails to Avoid with Your VoC Program

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What's going on? I've been known to cite two reasons for VoC program ineffectiveness: Companies simply “collect feedback , ” just like some people collect stamps, which requires you to: buy the stamps, put them in a book, put them on a shelf, and forget about t

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How Legal Process Outsourcing Aids Businesses During Economic Downturn

Magellan Solutions

Money. This is the tangible thing that employees and business owners alike work hard for. . At times, money seems to be abundant everywhere you look. Wages increase, demand for products are on the rise, businesses sprout like mushrooms and thrive, and an overall feeling of wealth permeates society. But during times of recession, the reverse happens.

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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.

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Do Customers Experience Your Internal Collaboration — or Lack of It?

ClearAction

Do Customers Experience Your Internal Collaboration — or Lack of It? Lynn Hunsaker. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights?

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Let Humanity Glow (Video)

Experience Matters

To those who are already celebrating, and to those who are on the eve of it, Merry Christmas! And Happy Holidays to everyone! To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. Enjoy! ?? The bottom line: Let’s make humanity great again!

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Siloed Customer Experience

Informedy

We now have more than enough evidence that the customer experience (CX) should be the primary focus of organizations both big and small. Whether it’s the lifetime value that your customer represents, the costs associated with an unhappy customer, or just the difficulty and expense associated with finding new customers who will engage your brand’s products or services, it is widely understood how critical your CX is to the health of the business.

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What Does a Customer-Centred Orientation Look Like Through The Customer’s Eyes?

Maz Iqbal

Are you customer-centred? That is a sloppy question as there is no agreement on what is being talked about when talking about customer-centricity. So, let me ask that question in a more precise way: when the customer interacts with you/your organisation, through any touchpoint or combination thereof, does the customer experience the feeling of being … Continue reading "What Does a Customer-Centred Orientation Look Like Through The Customer’s Eyes?".

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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

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Making Your Customers a Part of Your Team

Talkdesk

This article was originally written by Mathilde Collin, CEO at Front, for Opentalk Magazine. . Businesses have a variety of core motivations. Turning a profit can certainly be one, but there’s also making people’s lives easier with your product or sharing a passion with your customers. Usually, you can tell what’s driving a company pretty quickly. Think of the typical interaction with your home internet service provider compared to the morning greeting you get at your neighborhood coffee shop.

Culture 40
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{Infographic} Retail Armageddon, Chupacabra, and Other Myths

Michelli Experience

Save Save. The post {Infographic} Retail Armageddon, Chupacabra, and Other Myths appeared first on Joseph Michelli.

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Your Best Professional Year Yet!

Myra Golden

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”. Kristy L. Bolen, Project Manager. Carlson Hotels Worldwide. Learn more about my Full-Access Program.

Hotels 45
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How to Set Better Customer Service Goals for Your Support Team

LiveChat

You often hear about the importance of writing down your goals, as they are intended to give you a destination. However, many find that they aren’t constructing measurable and clear-cut goals to work towards. Customer service goals should stem from extensive research and never be based on random facts, which will eventually lead to a low success rate.

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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

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Making Your Customers a Part of Your Team

Talkdesk

This article was originally written by Mathilde Collin, CEO at Front, for Opentalk Magazine. . Businesses have a variety of core motivations. Turning a profit can certainly be one, but there’s also making people’s lives easier with your product or sharing a passion with your customers. Usually, you can tell what’s driving a company pretty quickly. Think of the typical interaction with your home internet service provider compared to the morning greeting you get at your neighborhood coffee shop.

Culture 40
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{Infographic} Retail Armageddon, Chupacabra, and Other Myths

Michelli Experience

Save Save. The post {Infographic} Retail Armageddon, Chupacabra, and Other Myths appeared first on Joseph Michelli.

Retail 40
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Ensure an Accurate View of the Customer Experience Through Your Quality Program

COPC

Use your call center quality program to gain deeper CX insights and drive positive change. For some time now, many organizations have marched under banners with words like “Customer First,” “Customer-Focused” or “Customer Success.” For these brands, there is an understanding that highly satisfied customers are more likely to be loyal and that loyal customers are more likely to become advocates for the brand.

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How to Successfully Implement Customer Feedback Surveys

Ann Michaels and Associates

Few people get excited about taking a survey. Unless your customers instantly see why it’s important or you offer a reward, they’re likely to dismiss it. However, your company needs those responses. They help you help your customers. If you understand what motivates potential respondents, you’ll be more than equipped to get the survey results you need.

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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.