InMoment XI
JULY 2, 2018
In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article.
Alida
JULY 4, 2018
Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to realize your customer experience strategy as soon as possible. While customer experience (CX) transformation is an urgent matter, a CX strategy without direction guarantees pitfalls. According to Forrester Research, a focus on CX is a must in the age of the customer.
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Customer Bliss
JULY 3, 2018
How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.
ReviewTrackers
JULY 2, 2018
This article is written by Holly Rollins. Holly is the president and owner of 10x digital. She has more than 20 years experience in marketing, public relations, digital marketing and content marketing. She has created successful content marketing and digital marketing/PR for diverse sectors; from healthcare and wellness to global retail and commercial real estate.
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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.
InMoment XI
JULY 2, 2018
In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Topdown
JULY 2, 2018
Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize.
ReviewTrackers
JULY 5, 2018
The food delivery industry is booming. “Consumers are staying home more than ever before and, increasingly, even when they’re eating out, they’re eating in,” writes Matthew Cochrane in an article in the Motley Fool. The U.S. home delivery food market will increase 79 percent in the next five years, according to the investment firm Cowen. In addition, in the first quarter of 2018, active diners on Grubhub increased 72 percent year over year at 15.1 million, according to a release from Grubhub. .
Retently
JULY 2, 2018
There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. Ask the right NPS question to get a constant pulse on your customer satisfaction and you will gain an accurate understanding of how your company, product or service is perceived.
Customer Bliss
JULY 6, 2018
“An actionable, smart, and fun book everyone in hospitality should read. It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.
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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
ProProfs Chat
JULY 6, 2018
Did you know whenever we receive good customer service from a company, we tell two to three people. But in case of a bad experience, we broadcast it to ten or twelve others! Yes, that’s true and even science supports this. Quality of customer service is the golden key to enhance a brand image. Word of mouth, recommendations and referrals are mostly the crucial drivers of a successful business.
Experience Investigators by 360Connext
JULY 2, 2018
What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even MORE from you.
ShepHyken
JULY 4, 2018
Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario. But, what happens when the response is wrong? I was on a website looking for a camera for my notebook computer.
Oracle
JULY 5, 2018
Cutting-edge technologies are a great way for businesses to complement their customer experience (CX) logic with new exciting flavors, like virtual reality (VR), the concept where real and simulated worlds collide. VR is shaping up to be a game changer in many companies’ customer engagement strategies. In an ecosystem as dynamic as customer experience, VR appears to have hit the sweet spot due to its unique tangibility hallmarks and mind-blowing emotional footprint.
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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Beyond Philosophy
JUNE 30, 2018
Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience? The post How Small Things Influence Customer Behavior. appeared first on.
Experience Investigators by 360Connext
JULY 2, 2018
What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even MORE from you.
ShepHyken
JULY 6, 2018
This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. In fact, in highly competitive industries where brand loyalty is fleeting, companies cannot afford to deliver anything less than a perfect customer experience, or customers may take their business elsewhere.
UJET
JULY 5, 2018
Decades ago, when business was mostly done in person or over the phone, it was easier to grasp a customer's satisfaction level. Happy customers smiled and said, “Thanks, see you next time.” Happy customers shook your hand and left good tips. They said things like, “You know, I told my brother about this place,” and so on.
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
transcosmos Information Systems
JULY 6, 2018
Every customer service channel is an opportunity for your brand to provide a positive customer experience, build customer relationship, and increase customer loyalty. However, not all businesses provide efficient and effective customer email support. Email is King. In today’s digital age, people no longer have the patience to call a hotline. They know they can send a quick message to customer support and go on with their daily lives while waiting for the information or solution they’re looking f
Second to None
JULY 3, 2018
Creating a product that excels in comparison to your competitors is an obvious goal for brands in any industry, but sometimes establishing customer relationships requires more than a great product. This is especially true for those brands that place their awesome products into big-box stores like Costco , Walmart or Home Depot. However, even though there is a disconnect between your organization and the way that your product is displayed, from a customer’s perspective, the crux of responsibilit
Oracle
JULY 6, 2018
One of the biggest challenges in customer experience management is also one of the biggest opportunities—data. The sheer amount of data that companies have amassed creates potential to transform buying experiences. For that reason, the unification of data, artificial intelligence (AI), and analytics are the future of customer experience management. Companies are in a better position to achieve the highly sought-after goals of CX personalization and customer loyalty by avoiding the following stra
Kayako
JULY 6, 2018
Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact. But are businesses meeting customer expectations when it comes to live chat support? The answer is a resounding no.
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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,
Solvvy
JULY 3, 2018
For growing companies (like us!), growth and churn are two important areas of focus–while often times it’s easier to focus and highlight growth because it’s more exciting and sexy, churn is equally important and should not be swept under the rug and dismissed. Understanding why customers churn is critical to how you continue to position, sell, and support your customers and to build your product and business.
Thematic
JULY 1, 2018
If you missed our webinar “Customer-centric leadership – Lessons from Jeanne Bliss, catch the recording here! Who’s doing the talking? Jeanne Bliss, CEO, Customer Bliss: She’s not only driven a 95% loyalty rate at Land’s End and Microsoft, but also written successful books including “Chief Customer Officer 2.0” and “Would you do that to your mother?
AskNicely
JULY 3, 2018
Marketing and Customer Success: Do you know how to activate your Wonder Twin powers? . Wait, who or what are Wonder Twins? You may remember the the Wonder Twins from the SuperFriends cartoon TV series. They are Zan and Jayna, alien siblings from the planet Exxor with shapeshifting abilities — but they can only activate them when they touch hands. Zan has the ability to morph into any form of water, while Jayna can transform into any animal.
One Millimeter Mindset
JULY 5, 2018
Where do you stand when it comes to customer experience mid year? Have you successfully created superlative experiences for clients, every opportunity that you get? Or is your track record inconsistent? And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? Too many professionals wait until the official “numbers” are available to realize that they blew it with their customers.
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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.
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