GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. From the first experience, customers have with your website, to the last time they pay you—it’s all encompassed under the large umbrella of experience. .

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Customer Experience 2008 Document Metrics 220

InMoment XI

OCTOBER 17, 2019

A growing concept in popularity these days, is that many organizations make the claim of being customer-centric. That essentially means they are claiming to have transformed a business from one that previously focused primarily on products and services, to one that now values customers and customer experience above all else. Without a lot of strategic.

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Customer Centricity Article Customer Experience Customers 249

CloudCherry

OCTOBER 17, 2019

Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert. Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge.

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Customer Experience Chief Customer Officer Customers Insights 231

Alida

OCTOBER 17, 2019

It’s hard not to notice what’s going on in the world of data privacy these days. From new regulations on the table in multiple jurisdictions globally to huge brands being fined millions of dollars in massive penalties due to data breaches and lack of compliance with existing regulations, the free-for-all consumer data collection practices are being left by the wayside for a more transparent customer experience.

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Brands Consumers Customer Experience Voice of Customer 167

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

GetFeedback

OCTOBER 17, 2019

Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program.

Customer Experience 244

Customer Experience Customers 244

BlueOcean

OCTOBER 17, 2019

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. It’s not unusual for the process to take 12 to 18 months from discovery to go-live with significant time and budget required along the way. And we have seen deals with the successful bidder derailed by details in the eleventh hour, setting the buyer back to square one after more than a year of effort.

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Contact Center Consulting Culture Reference 149

Experience Investigators by 360Connext

OCTOBER 15, 2019

Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me.” and ends with a “They just refused!”. Consider the classic Jerry Seinfeld scene where he and Elaine show up to get a rental car and there’s no car there for them, even though they had reserved the car.

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Sales Customer Experience Customer Journey Document 110

Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions. You may be familiar with some of their brands, Babybel, The Laughing Cow, and Boursin. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth.

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Retail Customer Experience Chief Customer Officer Customer Centricity 111

TechSee

OCTOBER 15, 2019

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. With the global average value of a lost customer estimated to be $243 , focusing efforts on improving customer retention rates is critical to help companies control attrition, which is estimated to cause total losses of $1.6 trillion per year.

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Customer Retention Social Media Airlines Insurance 107

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

GetFeedback

OCTOBER 14, 2019

Learn how to overcome the top four challenges that may be getting in the way of executing a successful customer experience (CX) program.

Customer Experience 150

Customer Experience Customers Article 150

Beyond Philosophy

OCTOBER 18, 2019

What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second quarter of this year. They are so successful; they have plans to become publicly traded in 2020.

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Hospitality Hotels Books Consulting 94

Customer Bliss

OCTOBER 17, 2019

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. The following is a lightly edited transcript of the video below. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” Now what’s interesting about this is

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Chief Customer Officer Roadmap Leadership Hospitality 135

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete).

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Hotels Customer Service Training Feedback Article 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

GetFeedback

OCTOBER 16, 2019

Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program.

Customer Experience 150

Customer Experience Customers 150

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.

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Airlines Books Travel Consulting 90

Retently

OCTOBER 15, 2019

When customers receive a survey by email, what’s the first thing they notice? The survey question? The response options? The branding? No, it’s actually the email subject line that determines whether or not they’ll find the message interesting or engaging, and open it in the first place. Taking into account the survey fatigue, coming up with efficient subject lines that will actually get the door open is quite a challenge.

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Engagement Feedback B2B Net Promoter Score 83

ShepHyken

OCTOBER 18, 2019

This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy. In my new book, The Intention Imperative , I explain how to design and deliver for positive emotions.

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Blog Customer Service Books Article 88

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

Oracle

OCTOBER 15, 2019

What works for one customer may fail for another. That’s one of the most prominent insights from the “ One Size Doesn’t Fit All ” research study completed by Oracle in partnership with Jeanne Bliss, which finds that the customer service journey isn’t universal. Yet, service departments shoulder the responsibility for providing answers, offering assistance, and fielding complaints from an array of consumers.

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Customer Service Consumers Travel Interaction 75

Strativity

OCTOBER 18, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this first post in our “CX Consulting 101” series, we look at how to gain power from the past, intercept cynical voices, and build organizational alignment to kick off your customer experience transformation the right way.

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Consulting Customer Journey Mapping Customer Experience Customer Retention 71

Call Experts

OCTOBER 18, 2019

Before we explain the cost of IVR systems, we first have to answer “what is IVR?”. . An AI-powered system that interacts with callers can gather information, and report the information to designated locations via email, SMS, or secure portal login. There are two different types of IVR systems that you can implement to support your business: on-premises systems and cloud systems.

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Call Center Contact Center 2018 Customer Journey Mapping 64

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? This is almost as much as the combined valuation of Facebook and Google ($2.1 trillion).

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ROI Customer Experience 2011 Customer Centricity 59

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Optimove

OCTOBER 17, 2019

The Subscription Model is a business in which a customer pays a recurring price at regular intervals for access to a product or service. This model is an excellent opportunity to earn regular and predictable revenue while strengthening relationships with customers and building brand loyalty. There are many types of subscription models. These can be divided into two major categories; Content-based subscription – services that offer exposure to content such as TV programs, music streaming,

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Rewards Programs Magazine Loyalty Social Media 63

Thematic

OCTOBER 13, 2019

Have you heard of the Grace Hopper Celebration , also known as GHC ? It’s the world’s largest gathering of women in tech! This year, 25,000 women met in Orlando, Florida. And it was epic! I was honored to speak on a panel titled “So you want to be a CEO?” that was moderated by my friend, Lilia Abaibourova. I was joined by her and two other female CEOs, Jenny He and Seema Gururaj.

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2006 2025 2019 2012 87

Oracle

OCTOBER 18, 2019

The beginning: 1960s and 1970s. Some would say that the history of cloud computing began with Remote Job Entry (RJE) in the 1960s, while others point to terminal computing in the 1970s as the beginning of cloud computing. Others still would say that the most credible claim might be General Magic’s development of Telescript, a precursor to Oracle’s Java , highlighted in the following quote from Andy Hertzfeld in a 1994 Wired magazine article : “The beauty of Telescript, is that

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Magazine Innovation Travel 2019 87

Eptica

OCTOBER 16, 2019

Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. Published on: October 16, 2019. Author: Pauline Ashenden - Marketing Manager The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. Over 140,000 customers have had to be brought home from their destinations at a cost of £100 million , in the UK’s largest peacetime repatriation. 360,000 people are due refunds on holidays booked with the c

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Travel Airlines Hotels Social Media 56

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