CloudCherry

AUGUST 17, 2018

How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM).

CEM 281

CEM 2018 Customer Relationship Management Sales 281

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation. Plus, it’s directly tied to revenue as it affects customer happiness and churn rates.

2018 199

2018 Metrics Measurement Customer Service 199

Oracle

AUGUST 14, 2018

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences. It was a pleasure speaking with Canine Therapy Corps , Yamaha , Vitamix , as well as another one of my favorites, Pepper the Robot. Pepper is a humanoid robot manufactured by SoftBank Robotics. In 2017, Oracle partnered with SoftBank to connect Pepper with Oracle Service Cloud and Oracle Commerce Cloud.

2018 174

2018 Retail 2017 Travel 174

Experience Investigators by 360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience. Don’t sweat the single channel any more.

Omnichannel 137

Omnichannel 2018 Brands Customer Journey Mapping 137

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Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

2018 184

2018 Net Promoter Score NPS Consulting 184

GetFeedback

AUGUST 16, 2018

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale. Articles

2018 195

2018 Metrics Measurement Customer Service 195

CX Accelerator

AUGUST 16, 2018

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement. It's incredible what can be accomplished when the only goal is to equip one another as we advance the discipline of Customer Experience.

2018 140

2018 Social Media Books Innovation 140

Experience Investigators by 360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience. Don’t sweat the single channel any more.

Omnichannel 110

Omnichannel 2018 Brands Customer Journey Mapping 110

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey

2018 133

2018 B2B Customer Insights Omnichannel 133

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GetFeedback

AUGUST 17, 2018

Are you getting the most out of the customer feedback you’re collecting? If your survey results are collecting dust in a spreadsheet, then probably not. The best way to drive immediate results with customer feedback is to integrate it with Salesforce, your source of truth for all things customer experience. With survey results on the Salesforce customer record, you can view feedback alongside the rest of your customer data.

2018 150

2018 Net Promoter Score Feedback Customer Centricity 150

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth. You also have to make customer satisfaction a top priority.

2018 146

2018 Metrics Customer Satisfaction Net Promoter Score 146

Heart of the Customer

AUGUST 13, 2018

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical […]. The post How Does a Plant Closure Help Customer Experience? appeared first on Heart of the Customer.

2018 108

2018 Consulting Customer Experience B2B 108

ShepHyken

AUGUST 15, 2018

Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member.

2018 90

2018 Net Promoter Score Banking Travel 90

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GetFeedback

AUGUST 15, 2018

It’s no surprise that successful brands are built on the positive relationships they create with their customers. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week.

2018 150

2018 2016 Customer Satisfaction Effort Score 150

Customer Bliss

AUGUST 14, 2018

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. These posts continue the learning for you with ongoing #MakeMomProud behaviors that you can learn from and emulate, with quick toolkits to assist you in your customer experience and culture transformation. Does your company have fine print?

2018 111

2018 Insurance 2016 Entertainment 111

Retently

AUGUST 15, 2018

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies. As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products.

2018 72

2018 Hotels 2011 Social Media 72

SaleMove

AUGUST 16, 2018

Engaging in online sales without built-in, comprehensive support is a lot like opening a brick-and-mortar store without floor staff. No one’s available to help find a product, explain features or help in choosing between options. It’s an experience that usually requires customers to be independently resourceful, educated and committed beyond reason to a brand, product or service.

2018 100

2018 Omnichannel Culture Financial 100

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GetFeedback

AUGUST 16, 2018

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale. Articles

2018 150

2018 Metrics Measurement Customer Service 150

Experience Matters

AUGUST 14, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths.

2018 98

2018 Insights Customer Insights Customers 98

Oracle

AUGUST 15, 2018

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! , a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss the importance of unexpected customer experiences and lessons learned from unique places. Every customer interaction is an opportunity.

2018 94

2018 Social Media Fashion Books 94

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. I am sure you can add more to the list!

2018 74

2018 2013 Magazine Definition 74

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ShepHyken

AUGUST 13, 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. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? by Steve Bernstein.

2018 72

2018 Article B2C Customer Service 72

Omnicus

AUGUST 13, 2018

Lessons Learned Through Laughter. Customer Experience

2018 86

2018 Customer Experience Customers 86

Joe Rawlinson

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. This confirms the psychological phenomenon that negativity garners more lasting responses than positivity.

2018 88

2018 Brands Customer Satisfaction Banking 88

natero

AUGUST 12, 2018

Relationships are at the core of all customer interactions, and it’s impossible to have a productive one if the communication is one-sided. In our personal lives, we have the luxury of writing people off who don't reciprocate our efforts to form a bond. In business, this is rarely the case. As a result, Customer Success Managers (CSMs) often struggle to come up with ways to bring unresponsive customers back into the fold.

2018 81

2018 Engagement Article Communication 81

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