Sat.Mar 24, 2018 - Fri.Mar 30, 2018

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Bad Feedback Is the Best Feedback. Are You Listening For It?

Experience Investigators by 360Connext

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.

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5 Insights About Sourcing and Developing Strategic Partnerships

BlueOcean

If your company is beginning the fiscal year in April, you likely have a stream of questions flowing through your mind. Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? And will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outso

Insights 184
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How Would I Recommend Thee? Let Me Count the Ways

InMoment XI

NPS® has popularized the importance of looking at the customers’ willingness to recommend as a key indicator of a positive customer experience that drives business growth. The thought process has extended to the workplace with many businesses focusing on eNPS or the employees’ willingness to recommend a company as a place to work. But employees. View Article.

NPS 200
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[Infographic] The complete checklist to drive Employee Engagement

CloudCherry

The equation is quite simple: Happy Employees result in Happy Customers. And the renowned customer-centric brands are first and foremost known for taking care of their employees. Engaged employees not only bring their A game to work, but also work towards building a delightful experience for the customer. So, how do you keep employees’ motivation levels high?

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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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How Hong Kong’s top brands lead with relationships

Alida

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. With more than 200 leaders in insight, innovation, marketing and customer experience in attendance, the luxurious MO was the perfect location for the sold-out, informative event.

Brands 124

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How Would I Recommend Thee? Let Me Count the Ways

InMoment XI

NPS® has popularized the importance of looking at the customers’ willingness to recommend as a key indicator of a positive customer experience that drives business growth. The thought process has extended to the workplace with many businesses focusing on eNPS or the employees’ willingness to recommend a company as a place to work. But employees. View Article.

NPS 200
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CX Wisdom You Need to Know From 6 Leaders in B2B Organizations

Customer Bliss

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work.

B2B 171
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Perfect These Three Things To Curate A Great Customer Experience

Second to None

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Ultimately, your organization needs to train employees to optimize each individual interaction, in order to churn out as many brand ambassadors as possible. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance.

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The 3 M’s For Improving Customer Experience SUCCESSFULLY

Customer Guru

Written by Vivek Jaiswal | Co-founder, Customer Guru. What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. The answer isn’t simple because improving customer experience takes time and there is no shortcut to it.

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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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Improving Customer Experience Through A/B Testing Your Customer Service

Joe Rawlinson

Multivariate testing (including A/B testing) is a technique used to identify the best performing campaigns on your marketing inventory. Such testing tools can be used to identify the ad copies, landing pages and even Call-To-Action (CTA) buttons that perform the best. The way to do this is simple – marketers pick two or more variations of the component to optimize (ad copy, landing page, etc.) and make these variations available to a random group of website visitors who belong to the same

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Expert Round-up: How to Achieve a Higher Customer Satisfaction Level

ProProfs Chat

Whenever you plan to open up a business, what’s the first thought that strikes you? Do you plan on achieving a certain goal in a specific period? Do you wish to achieve great profits and start gaining a good head start over other newbies in the market? Or do you plan to open a business with an objective of expanding it on a global level? Lot of speculations to keep up with, isn’t it?

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5 Tips to Improve CX Survey Engagement Rates

ServiceDock

In a recent hard hitting but excellent article by Bob Thompson of CustomerThink , he pointed out that 93% of customer experience initiatives are failing. He went on to say that Paul Hagen (Head of Customer Experience & Innovation Strategy at West Monroe Partners ) believes that the vast majority (75%) of failures are due to poor execution. Hagen's key recommendation to improve execution is.

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Common Customer Experience Mistakes

Customer Guru

Creating a perfect customer experience (CX) is definitely not an easy job. The consumer base is so diverse and demanding that not one solution fits all. Overcoming the challenges of CX may seem difficult, but you can start off by not making these few mistakes. Ignoring your customers. Not collecting feedback from the customer is an unforgivable mistake.

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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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5 Top Customer Service Articles For the Week of March 26, 2018

ShepHyken

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. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. (Inc.

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Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

CX University

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an inordinate amount of time on this because we all know and dislike silos.

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Are You Working With An OmniChannel Expert?

Second to None

Customer relationships are the foundational building blocks of a high-performance organization. Brands that intentionally design their experience to ensure that each individual interaction ends positively are contributing to happy consumers, but also to a system that encourages overall growth. However, in the modern business climate, this responsibility has expanded more than ever before.

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Why it is time to calculate the ROI of VoC programs

Eptica

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.

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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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These Airports Have Been Recognized for Best Customer Service and Experience

Customer Bliss

As many of us CX practitioners know and may have experienced firsthand, the airline industry faces numerous challenges in creating a customer experience that puts the customer first. Not only do individual airlines have their share of CX problems, but so do airports. From dealing with security lines, flight delays, finding your terminal, and searching for food, there are a myriad of factors that affect airport customer experience.

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4 Things You Can Do To Help Your Customers Cut to the Point

Myra Golden

I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point.

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Create Better And Longer Relationships With Customers

Second to None

Encouraging excellent relationships with customers can be a significant differentiator across almost every industry. Customer retention is a key signifier of a high-performance CX platform, and your brand’s ability to provide the unique value desired by your target customers. Creating this level of performance requires a significant investment of time and resources, because there needs to be consistent measurement of ongoing performance in order to maintain a leading platform.

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Stupid Questions To Avoid When Writing A Survey!

QuestionPro Audience

Clichés and aphorisms can be both inspirational and educational. Sometimes they are practical for everyday living. Take, for example, the sayings: “There are no stupid questions” or “The only stupid question is the one you don’t ask.”. In market research, however, clichés and aphorism are like sailing on the Titanic. Rest assured this is the case for survey questions.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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How to Drive Business Growth with Human to Human (H2H) CX

Oracle

It’s easy to lose sight of ‘human experience’ (HX) and ‘customer experience’ (CX) when you’re dedicating so much of your business’s time and resources to product development. Good CX creates easy and enjoyable interactions with your company throughout the entire customer journey—from the moment they land on your website to post sale.

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The Customer Experience Landscape: Interview with Jim Tincher (Part 1)

IntouchInsight

We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

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Why Red And Green Compliance Programs Don’t Work

Second to None

If your brand is sending any group of independent contractors to monitor the compliance rate of your employees, there is an inherent risk of a negative interaction taking place. Brands that stock and sell products like alcohol, tobacco or mature video games have a responsibility to their community to ensure that they are training employees to adhere to federal and local regulations.

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Stupid Questions To Avoid When Writing A Survey!

QuestionPro Audience

Clichés and aphorisms can be both inspirational and educational. Sometimes they are practical for everyday living. Take, for example, the sayings: “There are no stupid questions” or “The only stupid question is the one you don’t ask.”. In market research, however, clichés and aphorism are like sailing on the Titanic. Rest assured this is the case for survey questions.

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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.