GetFeedback

JULY 25, 2017

Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.

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Metrics Customer Experience Management Feedback Customers 195

Customer Bliss

JULY 25, 2017

Episode Overview. Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change. One interesting point (that I loved) which comes up here is how you absolutely need to honor the past as you shape the future, in any organization.

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Healthcare 2013 Metrics Loyalty Programs 0

Alida

JULY 28, 2017

Consumers are looking for more than low prices. They want a better customer experience (CX) and are willing to pay for it. While retail giants such as WalMart and Amazon have both risen to success by reducing their price, 81 percent of customers indicate that they’re willing to pay more online and in-store for a superior customer experience, according to a recent Capgemini report. “The Disconnected Customer: What Digital CX Leaders Teach Us About Reconnecting with Customers,” also found 90

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Net Promoter Score Retail Consumers Culture 140

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link. Here’s what it looks like when you fall short in one of these areas: Without Purposeful Leadership the company is Stagnant.

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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.

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GetFeedback

JULY 25, 2017

Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.

Metrics 150

Metrics Customer Experience Management Feedback Customers 150

ShepHyken

JULY 26, 2017

There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”. In other words, “Stop it!”. That reminds me of a very funny video I saw on YouTube that features comedian Bob Newhart. It’s called “Stop It!”. In the video, Bob Newhart is a therapist and his patient is complaining about a problem she is having.

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Workshop Customer Service Training Presentation Customer Service 94

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. 72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus , ahead of workforce, and just behind growth.

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Chief Customer Officer Customer Experience Airlines Insurance 78

Kayako

JULY 27, 2017

CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! It can leave you feeling overwhelmed with a lot of decisions to make about data.

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Metrics Net Promoter Score NPS Customer Satisfaction 80

Beyond Philosophy

JULY 24, 2017

So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me into a negotiation anyway. I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper.

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Webinar Sales Books Customer Experience 111

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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

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Influitive

JULY 25, 2017

In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies. Cisco had a traditional reference program with around 100 European customers that sales and marketing.

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2016 B2B Reference Brands 83

ShepHyken

JULY 25, 2017

Chase Clemons Discusses How to Create Customer Happiness. How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: That you know them.

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Customers Loyalty Books Customer Service 77

Heart of the Customer

JULY 27, 2017

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience. This post is dedicated to those who have a passion […]. The post “I’m new to CX – what do I do?

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Customer Experience Customers 94

QuestionPro Audience

JULY 24, 2017

Do Any of These Beliefs about Data Security Risk Sound Familiar? #1 If a vendor has been certified as PCI or HIPAA compliant, procurement can skip the security review. Not a good idea. Regulatory compliance is just one data point. A vendor can be PCI compliant on a very specific portion of its technology yet have weak controls in other areas .

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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

Middlesex Consulting

JULY 23, 2017

Ron Giuntini, CEO/Founder of G35 Software, wrote this post. Introduction. This post is a high level overview of the whole service contract scene. If it were a course, it would be called Service Marketing 101. B2B service contracts, also referred to as an extended warranty, extended service contract, and managed services, have been around for decades.

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Events B2B Sales E-support 60

Joe Rawlinson

JULY 26, 2017

Paying attention to your customers’ buying habits can pay off. Using customer analytics to track buyer behavior can boost your sales, customer satisfaction and customer retention by as much as 25 percent, Quantzig data shows. Studying your customers’ purchasing patterns is so effective because it enables you to tailor your marketing and sales tactics toward the preferences of your target market and even toward the habits of individual customers.

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Social Media Retail Customer Relationship Management Definition 84

Michel Falcon Experience

JULY 23, 2017

The post Richard Branson’s Rules for Customer Experience Success appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker.

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Customer Experience Customers 89

Experience Matters

JULY 26, 2017

I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event). As I did after the the last congress, I’m sharing my thoughts and observations from the four day event.

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2017 2019 Events Definition 83

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

Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. No other approach you take will defuse anger if you don’t first move over to the left brain. Psychologists talk about what they call the communication chain.

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Workshop Customer Service Training Communication Customers 56

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online 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. What do older generations want from customer service? by Roxanne Abercrombie. (CustomerThink) It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online purchase in the past three months, and a colossal 28 milli

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Article Customer Service 2017 Loyalty Programs 51

Clicktools

JULY 25, 2017

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Everyone in my company knows I drink Dunkin’ Donuts coffee every morning. I love the taste. I love the loyalty program. I love that I can place my order by mobile and have it hot and ready right when I walk in the door. There is literally no way I would stop somewhere else for caffeine on my way into work.

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Loyalty Feedback Loyalty Programs Social Media 53

West Monroe

JULY 24, 2017

You will be able to guess my approximate age when I tell you that I grew up in a house that had a rotary phone. My fingers were so happy when my family finally installed a few touchtone phones. Now, I don’t even have a home phone, and Alexa is one of my favorite additions to the house. I don’t know how I would survive without Siri. These intelligent agents are making our lives so easy.

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Virtual Agent Contact Center Technology Social Media 53

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Magellan Solutions

JULY 27, 2017

The call center industry finds itself in an exciting and challenging place this time of the year. The call center industry of the Philippines, in particular, is still experiencing robust growth a couple years after it was recognized as the new call center capital of the world, leading to optimistic predictions by industry leaders and government officials.

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Call Center 2017 Omnichannel Government 56

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family? Would you or your parents drive to your neighborhood Blockbuster store, hoping to get a copy of the latest movie release before they would all be rented?

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Blog 2004 2006 Retail 79

Provide Support

JULY 26, 2017

How to listen to your customers. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.

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2003 2017 Blog Customers 56

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset. Banks must get into the customer journey mindset as one of the factors for success in the future.

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Customer Journey Insurance Healthcare Hotels 50

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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