CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. Stop, Collaborate, and Listen.”
Customer Bliss
OCTOBER 10, 2019
Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
OCTOBER 10, 2019
This guide will teach you how to quantify the value of your CX initiative through a step-by-step process of calculations. Guides
CloudCherry
OCTOBER 7, 2019
Wanna be a Rockstar? Take it from Jerry Garcia himself, who said, “You shouldn’t be trying to be the best in the world at what you do. You should be trying to be the ONLY person in the world that does what you do.”. That’s precisely what this week’s ‘Sweets of CX’ guest chose to do, and it changed his life.
Advertisement
Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
OCTOBER 9, 2019
The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person. I didn’t want this leader to feel like I was condescending. But in my brain, I was asking, “Do you REALLY not know? Or do you just not WANT to know?”
ShepHyken
OCTOBER 11, 2019
This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. Years ago, while writing my book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary , former Starbucks CEO Howard Schultz shared that “we aren’t in the coffee business serving people, but in the people business serving coffee.”
CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”.
Integrity Solutions
OCTOBER 8, 2019
When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO. But it’s not just because the sales organization is out there closing deals.
Advertisement
Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
Beyond Philosophy
OCTOBER 11, 2019
I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales.
ShepHyken
OCTOBER 9, 2019
When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser. I like to make everyone happy. Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else.
TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.
Thematic
OCTOBER 10, 2019
How many hours have you spent sitting in front of Excel spreadsheets trying to find new insights from customer feedback? You know that asking open-ended survey questions gives you more actionable insights than asking your customers for just a numerical Net Promoter Score (NPS). But when you ask open-ended, free-text questions, you end up with hundreds (or even thousands) of free-text responses.
Advertisement
Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
.png)
Totango
OCTOBER 10, 2019
Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No one else gets to have a personal conversation with the very people your product is designed to serve. When you listen to what your customers tell you and incorporate their feedback, you encourage loyalty in your existing customers and create a customer experience that will attract others to your product.
ShepHyken
OCTOBER 8, 2019
Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up. There must be more training and coaching present within contact centers and customer-facing roles.
Beyond Philosophy
OCTOBER 11, 2019
A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.
Customer Enthusiast
OCTOBER 8, 2019
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas to honor customers for one […]. The post Service is a principle, not a campaign appeared first on Steven Curtin. Customer Service Employee Engagement Enthusiasm at Work!
Advertisement
When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.
Experience Matters
OCTOBER 10, 2019
Experience Management (XM) isn’t just important, it’s the primary function of every organization. Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters. Customer experience XM - Experience Management
Call Experts
OCTOBER 10, 2019
A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map.
NICE inContact
OCTOBER 10, 2019
I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a creature of habit? Probably. But the real reason I stick with my favorite flavor is because I know it will make me feel good every time.
The DiJulius Group
OCTOBER 9, 2019
*The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age AVAILABLE October 8, 2019. There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming. Read Full Article. The post How To Be A Great Relationship Builder appeared first on The DiJulius Group.
Advertisement
Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
Totango
OCTOBER 8, 2019
Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. It is a process of analyzing the past and monitoring the present in order to predict the future and foster customer lifetime value. .
Kate Nasser
OCTOBER 5, 2019
We ask customers to do something hard -- trust us. So remember customers need to trust we will do the following. By Kate Nasser, The People Skills Coach™ | Customer Service | Customer Experience | Leadership | Teamwork. The post Customers Need to Trust We Will … | #CustServ National Customer Service Week appeared first on KateNasser.com.
Oracle
OCTOBER 9, 2019
This is a preview of the on-demand webinar, Digital Transformation of Customer Experience Management: The Role of Cloud Technology. Cloud technology plays a key role in helping brands take their CX management to the next level.
Gainsight
OCTOBER 7, 2019
Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.”. The myth of the unique business model. Maybe you’ve heard this from your clients and partners as well. And it makes sense—you have the closest view of your company to see all the intricacies and idiosyncrasies. Every snowflake looks the same until you get really, really close.
Advertisement
Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!
Expert insights. Personalized for you.
261 
Let's personalize your content