Alida

DECEMBER 15, 2016

Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. For example, content marketing costs 62 percent less than outbound marketing and generates more than three times as many sales leads. Yet, according to Altimeter, 70 percent of marketers lack a consistent or integrated content strategy.

2016 213

2016 Marketing Feedback 2017 213

InMoment XI

DECEMBER 15, 2016

On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step. View Article

2016 329

2016 Article Customer Experience Customers 329

Customer Bliss

DECEMBER 15, 2016

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? These questions, all tied to strategic management, should be top of mind for you — even if you’re working from home the next few weeks.

2016 152

2016 Management 2017 Books 152

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service 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. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas. Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world.

2016 114

2016 Article Social Media 2017 114

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Alida

DECEMBER 15, 2016

In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years. The number of mergers and acquisitions (M&A) will increase, according to Dr. Cosgrove, as the industry grapples with pressures to be more efficient. He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down.

2016 138

2016 2013 Airlines 2009 138

InMoment XI

DECEMBER 15, 2016

On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step. View Article. Government

2016 200

2016 Article Government Customer Experience 200

CustomerGauge

DECEMBER 12, 2016

Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? Don’t worry, I was in your shoes once. Before I worked in marketing, I was a development editor at a technical publication for software books (I know, I know, I’ve gone to the dark […]. The post NPS and the Digital Transformation of CX appeared first on CustomerGauge. Blog Customer Experience Digital transformation Featured NPS Customer experience cx

2016 119

2016 NPS Books Marketing 119

Michelli Experience

DECEMBER 15, 2016

If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. This generation of young people will likely tell future generations that they lived in an era when some people actually lined up to give paper money or swipe a plastic card in front of someone called a cashier. How preposterous!!!

2016 85

2016 Consulting Download Article 85

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score. They no longer see it climb the way it once did. They call me and ask, what’s wrong? However, the question shouldn’t be what’s wrong. The question needs to be what’s next?

2016 144

2016 NPS Net Promoter Score Presentation 144

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Experience Matters

DECEMBER 14, 2016

People are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic. At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use. In the report, ROI of Customer Experience, […]. Customer experience Industry Data

2016 91

2016 ROI Download Loyalty 91

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your company? Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual. Not unusual in a bad way, but unusual because it spoke about one thing and one thing only – it’s people!

2016 84

2016 Seminar Advertising Airlines 84

ClearAction

DECEMBER 11, 2016

An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 1 They’re all parts of a whole. Business results are correlated with coordination of customer experience management methods.

2016 73

2016 Net Promoter Score Loyalty Programs Customer Experience 73

ShepHyken

DECEMBER 14, 2016

When it comes to customer service, everyone can be a leader. You do the right thing, because you know it’s the right thing to do. Others notice and admire you. With that in mind, what I’m about to share isn’t as much about customer service (although it could be) as it is about stepping up with the characteristics and traits that can make you a leader – someone others want to emulate and act like.

2016 103

2016 Customer Service Training Events Customer Service 103

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Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area with out Intensify Emotion efforts. […]. Customer experience Emotion

2016 87

2016 Customer Connectedness Customer Centricity Brand Values 87

Amity

DECEMBER 12, 2016

Picture this: Company X is trying to promote a software to other businesses via social media by sharing organic articles aimed at educating their audience about their product. Now imagine the same content being shared by one of your Facebook friends, who happens to be working for that company. Which message are you more likely to acknowledge or click? Probably your friend’s. The scenario above can be summed up in two words: employee advocacy or (as some call it) social advocacy.

2016 84

2016 Social Media Entertainment Webinar 84

LiveChat

DECEMBER 12, 2016

When I was working in customer service, my greatest problem were emotions. When I was having a bad day (you know, one of those days with high percentage of grumpy, upset or rude customers), I wasn’t able to cope with anger and frustration. My biggest dream was to have the ability to turn off my emotions for a couple of hours. Because I felt that negative emotions were too difficult for me to handle, I was dreaming about becoming a robot.

2016 73

2016 Customer Service Communication Call Center 73

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. Shep Hyken. You’re doing all the right things. You have a program in place to track Voice of the Customer data. You’re capturing, measuring, and evaluating both customer sentiment and employee performance.

2016 87

2016 Blog Measurement Article 87

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Experience Matters

DECEMBER 12, 2016

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […]. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Emotion ROI of Customer Experience

2016 103

2016 ROI Customer Connectedness Measurement 103

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Some teams are responsible for onboarding and training. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. There are even more functions beyond those, but the point is: customer success is still being defined. At InVision , our customer success team is responsible for managing the relationships with our most important users: Enterprise customers.

2016 84

2016 Roadmap Events Management 84

NICE inContact

DECEMBER 12, 2016

We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

2016 74

2016 Contact Center Document Interaction 74

ShepHyken

DECEMBER 13, 2016

Mat Patterson on How to Scale and. Grow Your Customer Service. Shep Hyken speaks with Customer Evangelist of Help Scout, Mat Patterson , about the difficulties of maintaining great customer service while your company grows. While the focus is on growing companies, Mat shares some amazing tips for creating and maintaining great customer service that can be applied to any company.

2016 99

2016 Marketing Customer Service Customers 99

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Experience Matters

DECEMBER 12, 2016

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […]. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Emotion ROI of Customer Experience

2016 99

2016 ROI Customer Connectedness Measurement 99

Middlesex Consulting

DECEMBER 12, 2016

In the B2B world, capital equipment aftermarket service is unique. The quality of the service not only impacts the revenue the service business produces; it impacts the long-term outlook for product sales. This dual influence causes both the CFO and Head of Sales to demand different outcomes from the service business. The CFO wants her service revenue NOW. The Sales head wants better service so she can sell more products to existing customers.

2016 60

2016 Consulting Customer Satisfaction B2B 60

Provide Support

DECEMBER 13, 2016

Stay Connected with your Customers. According to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. You may attract new customers with help of great content. However, to keep them you need to offer exceptional customer experience.

2016 67

2016 Connections 2003 2015 67

Heart of the Customer

DECEMBER 12, 2016

Bob Thomas is the chief experience officer for the YMCA of the Greater Twin Cities, a leading nonprofit dedicated to strengthening communities through youth development, healthy living, and social responsibility. He is responsible for engaging community members to help them meet their personal goals while ensuring a great Y experience through integrated marketing, membership sales, […].

2016 74

2016 Sales Marketing Culture 74

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