GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand a

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Social Media Feedback Customers Customer Centricity 284

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This is an important role for the growth of your organization, and you will need the help of your C-Suite team, especially the CEO, in order to gain real traction in your work.

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Chief Customer Officer Leadership Definition Connections 183

InMoment XI

NOVEMBER 21, 2019

Key Life Moments and the Experience Connection I think that your worst service experience ever is probably just as memorable as other key moments in your life, like the day you got married or the day you graduated from college. Just think about that. We have experiences with different companies nearly every day. You log. View Article.

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Customer Experience Article Connections Customers 200

Experience Investigators by 360Connext

NOVEMBER 19, 2019

Do you consider yourself a life-long learner? Most successful people are. Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. Better yet, lifelong learning leads to a healthier life, more financial success and even better social standing. There are so many wonderful ways to learn in today’s world.

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Customer Journey Mapping Leadership Customer Journey Financial 110

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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.

Customers

ShepHyken

NOVEMBER 20, 2019

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative. Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”.

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Definition Customer Focused Customer Service Training Employee Experience 121

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

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Books 2019 2020 Customer Experience 110

Michel Falcon Experience

NOVEMBER 20, 2019

Employee engagement strategies are one way that I’ve built my business and career. It’s also one of the topics that I regularly keynote speak about. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Like, actually grow a business. None of this “nice to have” stuff. But, guess what….

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Engagement Culture Guest Experience Hospitality 89

Totango

NOVEMBER 21, 2019

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.

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Customer Satisfaction NPS Metrics Net Promoter Score 91

Heart of the Customer

NOVEMBER 21, 2019

Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it? It’s easier to reveal where customers are having problems than it is to do something about it. Taking […]. The post Turbocharge Your Journey Map appeared first on Heart of the Customer.

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Customer Journey Mapping Books Customer Journey Customer Focused 120

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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

Retail

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice.

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2020 Contact Center 2019 Omnichannel 78

Michel Falcon Experience

NOVEMBER 19, 2019

PURPOSE, PROCESS, AND PROFIT. My 3-P strategy was developed to ensure businesses (including my own) are not just successful for a few weeks, months or years, but that they are successful for DECADES to come. Watch this short video if you want to learn how your businesses can THRIVE for decades as well. Want more tips like this? Follow me on LinkedIn or check out one of my other quick videos like What is People First Culture for exclusive insights and tips on company culture, employee engagement,

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Culture Engagement Insights Customer Service 68

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Author: Arnaud Dufournet - Chief Marketing Officer Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues.

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Touchpoint Customer Centricity Culture 2019 69

ShepHyken

NOVEMBER 18, 2019

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. Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. (MediaPost) Consumers and brands are on a collision course over what makes a good customer experience.

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Article 2019 Customer Service Retail 72

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

Interactions

NOVEMBER 21, 2019

Artificial Intelligence (AI) has come a long way in the past decade. Machines can communicate with humans like never before. Some are even smart enough to react and adapt in real time based on the flow of conversation. . Those of us who work in industries like applied AI for customer service get to see this technology advancement occur up close. In the last few years, I’ve witnessed the surge of Conversational AI applications, both voice and text based, ranging from simple chatbots to more advan

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Social Media Consumers Technology Brands 61

Michel Falcon Experience

NOVEMBER 18, 2019

In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! Stay tuned for next week’s installment! Eager to learn more? Follow me on LinkedIn and pick up a copy of my book! BOOK — [link]. LINKEDIN – www.linkedin.com/in/michelfalcon.

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Culture Books Blog Customer Experience 60

Middlesex Consulting

NOVEMBER 19, 2019

When we talk about customer satisfaction, we eventually arrive at talking about how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel. On the other hand, we like to work with companies who “empower” their employees to take care of the customer. Sometimes this works and […].

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Consulting Customer Satisfaction Customers Engagement 60

Call Experts

NOVEMBER 20, 2019

The holiday season is here! People are running to get gifts from their favorite brands online and in-store. According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. For reference, this count is almost 10 million higher than what we saw in 2016. In 2019, Salesforce forecasts a "sustained and solid U.S. digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to De

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Contact Center Management Call Center 2018 60

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

Think Customers

NOVEMBER 22, 2019

On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly matching Netflix’s 60 million in the future, if this were Game of Thrones, Disney Plus is Daenerys coming to claim her throne. And soon more services will battle for the streaming kingdom. NBC’s Peacock launch in April 2020 will undoubtedly rock Netflix and Hulu with its reclamation of The Office and Brooklyn 99.

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Entertainment 2020 Customer Relationships Brands 52

Gainsight

NOVEMBER 22, 2019

Today is the big day. You and the rest of the product team are launching what is sure to be the next game-changer. You’ve done all the legwork leading up to the release to make it a success, so what could go wrong? Why Aren’t Customers Adopting Our Latest Release? Your colleagues in Marketing, Sales, and Customer Success (CS) are trained on the new release.

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Multi-Channel Demo Customer Success Communication 80

Team Support

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems.

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B2B Customer Relationship Management Touchpoint Customers 80

Blueshift

NOVEMBER 22, 2019

Like anything worth investing in, the steps to improving customer engagement with data activation take time. A thoughtful audit of your current status, and projected future needs can result in a more stable stack. These steps are designed to not only get your data activation journey started, but also put in end to the seemingly […]. The post 4 Tips for Getting Started with Data Activation appeared first on Blueshift.

Customer Engagement 79

Customer Engagement Engagement Customers Insights 79

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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,

Measurement

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on.

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Communication CEM 2001 Touchpoint 54

Confirmit

NOVEMBER 21, 2019

Register to the webinar for your region. Australia: 12th December @ 11am AEDT. Europe: 12th December @ 11am GMT. North America: 12th December @ 11am EST. Companies are starting to own their employee experience (EX) like never before. Finally, organizations are realizing that creating a great EX is the best strategy for driving a great customer experience (CX) and improving organizational performance.

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Webinar Employee Experience Culture Insights 52

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this third post in our ‘CX Consulting 101’ series, we look at how to excel at customer experience design by focusing on your customers’ feelings, co-creating with front-line personnel, and providing action

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Customer Experience Design Consulting Customer Experience Workshop 52

CCO Council

NOVEMBER 21, 2019

Introduction. A major airline found their internal customer satisfaction ratings dropping. A VP, not entirely jokingly, said, “Send all the flight attendants to charm school!” Charm school isn’t the answer. Unless you work for the DMV, employees typically WANT to do what is right for the customer. But often, internal policies and procedures are tying their hands.

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Chief Customer Officer Engagement Airlines Employee Experience 52

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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