GetFeedback

NOVEMBER 20, 2018

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. This is exactly why a strong survey email subject line is so important—without a compelling reason to open your email, your survey runs the risk of getting lost in your customers’ inboxes forever.

2015 246

2015 Culture Feedback Advertising 246

CX Accelerator

NOVEMBER 21, 2018

I always love the thanksgiving season, but this year it's extra special. This has been a phenomenal year for CX Accelerator and the CX industry at large. I can't image a better field in which to work - improving people's lives through great experiences. When you boil it down, Customer Experience is simply doing the right thing. It’s putting others before yourself.

2018 140

2018 Contact Center Connections Sales 140

TechSee

NOVEMBER 20, 2018

The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Every time technician is dispatched, the company incurs a significant expense. Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs.

Innovation 153

Innovation Technology Call Center Insurance 153

Customer Bliss

NOVEMBER 23, 2018

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. I truly appreciate your support; it helps keep this show going! Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

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Customers

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Yet, many businesses still model their customer journey off the classic conversion funnel, which largely ignores how to retain existing, loyal customers by only including these six stages: Awareness , Interest , Consideration , Intent , Evaluation , and Purchase.

Loyalty 220

Loyalty Net Promoter Score NPS Customer Retention 220

Alida

NOVEMBER 23, 2018

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. We encouraged storytelling, peer-to-peer networking and the sharing of insights and ideas. Across the group of 20 CX and insights leaders, we were fortunate to have an array of industries and brands attend, including Foxtel, Myer, ME Bank and Carsales. During the afternoon gathering, Ian Jackman, Head of Data Enablement captured the audience to speak about his journey of establishing the true voice of the customer

Brands 113

Brands Banking Metrics Insights 113

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it? That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction.

Loyalty 130

Loyalty Reference Customer Service Training Customers 130

GetFeedback

NOVEMBER 20, 2018

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Over half of marketers use real-time marketing tactics to promote and gauge events. Surveys make an excellent addition to the marketing toolbox.

Events 199

Events Feedback Social Media Presentation 199

Customer Bliss

NOVEMBER 20, 2018

In my new 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. In my latest book, Would You Do That To Your Mother?

Chief Customer Officer 131

Chief Customer Officer Books Brands Blog 131

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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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CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. Whether it’s the rise of the ethical consumer, an increased focus on trust or a desire for organizations to be more responsive, it’s clear that today’s consumers have more power and influence than ever before. 2019 will see an increased focus on smart technologies such as AI, augmented interactions and Voice of the Cust

2019 88

2019 Customer Experience Social Media Innovation 88

ShepHyken

NOVEMBER 20, 2018

The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.

Competitive Advantage 110

Competitive Advantage Consumers Interaction Customer Service 110

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Loyalty 195

Loyalty Customer Journey Mapping Customer Retention Customer Journey 195

ijgolding

NOVEMBER 23, 2018

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially in the shadow of Brexit!!) or religion, I will always share my opinions on my favourite subject of all – my vocation – CX!

Measurement 83

Measurement Banking Books Financial 83

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

NetBase

NOVEMBER 19, 2018

When you look at what social media has become, it’s amazing to think less than ten years ago we were merely on the brink of its potential. Social media, and the ways we analyze and use it, continues to grow rapidly, and that won’t change in the coming year. Here are some social media marketing predictions for 2019, as heard from the experts at our recent NetBase LIVE conferences in New York and Los Angeles.

Social Media 83

Social Media 2019 Marketing 2010 83

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. When we break things down into core principles, we see that we all yearn for certain attributes while abhorring others.

Blog 105

Blog Effort Score Interaction Article 105

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Loyalty 150

Loyalty Customer Journey Mapping Customer Retention Customer Journey 150

Beyond Philosophy

NOVEMBER 23, 2018

There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what they would like to eat at their theme park that people will say they would like to have an option of a salad. Disney also knows that people don’t eat salads at theme parks! They eat hot dogs and burgers.

Marketing 107

Marketing Customer Experience Customers 107

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

NOVEMBER 23, 2018

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies. It’s Not Okay to Crop My Afro Out of Your Corporate Images. Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience.

Workshop 85

Workshop Engagement Customer Experience Design Customer Experience 85

ShepHyken

NOVEMBER 19, 2018

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. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu. (CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!

Article 85

Article 2018 Customer Service Customer Centricity 85

Thematic

NOVEMBER 19, 2018

What is the customer feedback loop? The customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund. But not all feedback is customer complaints. Customers also leave feedback when they have a particularly memorable experience.

Feedback 79

Feedback NPS Net Promoter Score Customers 79

customer sure

NOVEMBER 20, 2018

It’s often said that customer complaints can be blessings in disguise. And while it’s true that businesses are better off knowing when a customer is unhappy – so they can lend support and rectify the root cause – most of us would prefer to make complaints disappear altogether. For many companies, a customer complaint going “viral” on social media is their worst nightmare.

Social Media 76

Social Media E-support Customer Centricity Customers 76

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Measurement

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. However, with customer expectations constantly rising, businesses continue to fall behind.

User Experience 75

User Experience Social Media 2025 2010 75

One Millimeter Mindset

NOVEMBER 19, 2018

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. Here’s why. First of all, customers continuously re-evaluate why they do business with us. Whether we are aware of their evaluations, or not. Second, the majority of messages we send to them, intentionally or not, clearly communicates we are out of touch with their requirements.

Customer Retention 73

Customer Retention Innovation Workshop Social Media 73

Call Center Pros

NOVEMBER 19, 2018

In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved. Everyone has a story to tell about an angry customer: We have all heard the story of the agent who could not even say hello before the client’s negativity radiated through the handset.

Events 73

Events Customers Communication Customer Service 73

Heart of the Customer

NOVEMBER 19, 2018

Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model. Whether it’s Temkin Group’s CX Maturity Model, Forrester’s six-step CX Management Maturity exam, or MaritzCX’s CXEvolution, the complex models help you evaluate your program, and each is compelling in its own way.

Consulting 90

Consulting Management Customer Centricity Customers 90

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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