Win the Customer

MARCH 7, 2016

In a movement of deep skepticism, I started a live chat conversation with Victoria who confirmed that there was a real person named Miroslav who was actually working on my problem. The magic of Digital works when humans are at the center of the conversation. Digital is part of the way we do business and live, and this is great news.

Customer Experience 95

Customer Experience Social Media Contact Center Blog 95

Customer Bliss

JUNE 28, 2016

Passionate about understanding customers and translating insights into integrated end-to-end experiences that consistently meet and exceed expectations, Lesley has helped deliver delight and engagement while impacting loyalty metrics such as retention, conversion, referrals, spend, and cost to serve.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Customer Bliss

JULY 12, 2016

In our conversation, Dave and I discuss the multi-year path that GM has been on. General Motors gets 100,000s of customer feedback points — surveys, etc. Dave focused on more effective customer surveys, a customer journey map, and a more robust rollout of CX tools. Here’s one example: Dave launched a survey program.

Customer Experience 0

Customer Experience Retail Customer Journey Mapping Automotive 0

Forrester

APRIL 19, 2016

Surveys are too long. Combatting these types of complaints is core to recent conversations with organizations who are establishing voice of the customer (VoC) programs. surveys. However, we've all experience an organization's attempt to execute this…usually poorly. Callbacks are interruptive.

Feedback 72

Feedback Touchpoint Customers Measurement 72

LiveChat

AUGUST 10, 2016

Everything seems to go perfectly: there is traffic on your website, customers are browsing through your products, they are sending emails with product inquiries, but yet – conversion rate is far from perfect. Average website conversion rates tend to fall between 1 to 5 percent and yours is… Well, below that level.

Exceptional Customer Service 53

Exceptional Customer Service Customer Service Information Consumers 53

Clarabridge

NOVEMBER 30, 2016

Surveys, text analytics, data aggregation and analysis—you can find out what is driving employee sentiment just as you do for customers. Executives are already thinking about this; a Gartner survey predicted that 89% of companies would be competing based on customer experience in 2016.

Customer Experience 74

Customer Experience CEM Employee Experience 2016 74

Customer Bliss

JULY 26, 2016

In our conversation, Renee outlined her clear path in embedding customer experience, including engaging with a data scientist to tell the story of customers’ lives and compel the organization to care about the “why” behind customer experience, emotions and business growth. They didn’t care about the specific time window.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Eptica

SEPTEMBER 16, 2016

According to the eleventh annual Accenture Global Consumer Pulse Survey , 71% of British consumers prefer dealing with human beings (rather than technology) when looking for advice. Customers can have meaningful conversations with brands that deepen engagement and build greater loyalty – and consequently boost the bottom line.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

Michel Falcon Experience

JANUARY 10, 2016

Efficiently survey your employees. I highly recommend surveying employees to understand what makes them tick (and what ticks them off), so that you can embrace their feedback to drive change in your organization. In this day and age you can’t survey employees like this if you want to truly understand their motivations and challenges.

Engagement 60

Engagement 2012 Feedback Culture 60

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. So, let me get back to the story of the survey request. Feeling ‘unsatisfied’, unusually for Naomi, she decided to ‘give them a piece of her mind’ by completing the survey. There was no call back.

Feedback 73

Feedback 2015 Customers 2017 73

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. 77% of brand conversations on social media are people looking for advice, information, or assistance (Mention).

Brands 94

Brands Social Media B2B Government 94

OpinionLab

NOVEMBER 1, 2016

According to a recent KPMG CEO survey presented at CXSF, 88% of CEOs surveyed are concerned about customer loyalty and 63% admit they are challenged to keep up with changing customer needs. Some tips were shared on how to connect CX initiatives to measurable business value: Manage by metrics. Recognize benefits potential.

2016 98

2016 Innovation Return on Investment Airlines 98

Talkdesk

OCTOBER 5, 2016

This year, bots and the rise of popular messaging apps such as Facebook Messenger have dominated online media conversations around trends in technology and communication. Talkdesk surveyed over 2,000 U.S. Our survey results show that the chatbot frenzy in the media might not be aligned with how your customers feel when using chatbots.

Call Center 61

Call Center Magazine 2016 Customer Service 61

Tricia Morris

MAY 13, 2016

In its 2016 survey of more than 30,000 global consumers, the Edelman Trust Barometer shows that consumers trust a technical expert (67%) and “a person like me” (63%) over an industry analyst (53%), a brand or organization employee (52%) or a company CEO (49%). Enhancing the availability of 24/7 service and support.

Customer Service 60

Customer Service 2012 2016 Consumers 60

Win the Customer

FEBRUARY 26, 2016

The surveys showed that an increase in brand transparency was directly correlated to the company’s long-term sustainability within its market share. Researchers used questionnaires at Incheon International Airport. Keep your company open to keep it around for a long time. It is no longer problem focused. Transparency for Reputation Repair.

Brands 69

Brands Social Media Airlines 2015 69

Alida

SEPTEMBER 22, 2016

Prioritize your profiling questionnaire and first surveys. Cassie Mally, director of UX at GoDaddy, stressed the importance of the profiling questionnaire—the initial survey that asks for your customers’ basic information. Two-way conversations with your colleagues—for instance, through brainstorming sessions—is important.

2016 267

2016 Innovation Marketing Insights 267

Eptica

JUNE 1, 2016

Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Win the Customer

JANUARY 19, 2016

Eighty-one percent of customers are more likely to return to a company for repeat business after a good customer service experience , a Kissmetrics survey found. Conversely, 52 percent will never do business with a company again after a poor experience. The second question asks the most important reason for the score.

Customer Retention 81

Customer Retention Return on Investment 2018 Customer Satisfaction 81

InteractionMetrics

JULY 22, 2016

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. Strategy 2: Stand back and take a multi-perspectival view of your survey.

2005 45

2005 Metrics Touchpoint Social Media 45

Steve DiGioia

SEPTEMBER 16, 2016

In my view, the best use of a Property Manager’s time is when they are communicating and having actual conversations, solving problems, boosting yields on investments, resolving conflicts and so forth. BF : Yes, we constantly survey both our owners and tenants. BM : It’s a great point you make, Brock. Does LITTLE have such a program?

Customer Experience 102

Customer Experience Sports Omnichannel Customer Journey Mapping 102

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

Tricia Morris

APRIL 15, 2016

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher. Want to know where your organization stands compared to others?

Financial 58

Financial Customer Service Poor Customer Service 2016 58

Avaya

SEPTEMBER 30, 2016

Part of our Avaya Oceana™ solution , it will be capable of holding intelligent conversations with customers, answering their queries, and resolving customer service issues. It works by leveraging self-learning artificial intelligence technologies to model customer language and dialogue interactions.

2017 76

2017 Social Media Technology Events 76

Clarabridge

DECEMBER 21, 2016

We help our customers listen to survey, social, and interaction feedback. CX Survey lets brands create and deploy dynamic surveys. Over the past year, we’ve refined our CX Survey capabilities to improve the user experience. Here’s our new CX Survey page. We focus on omni-channel listening and analysis. CX Social.

CEM 40

CEM 2016 Social Media 2017 40

Clarabridge

DECEMBER 21, 2016

We help our customers listen to survey, social, and interaction feedback. CX Survey lets brands create and deploy dynamic surveys. Over the past year, we’ve refined our CX Survey capabilities to improve the user experience. Here’s our new CX Survey page. We focus on omni-channel listening and analysis. CX Social.

CEM 40

CEM 2016 Social Media 2017 40

Eptica

JULY 8, 2016

So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. If companies want to have meaningful conversations with their customers , they need to be present on their channels of choice, offering a joined up service that focuses on what consumers want.

Consumers 50

Consumers Multi-Channel 2008 2016 50

CX Journey

OCTOBER 12, 2016

You might say, " Well, I do an employee satisfaction survey. Stay interviews are a bit different, though, and supplement your annual or semi-annual employee survey. They are more conversational in nature and are conducted between manager and employee, perhaps during weekly 1:1s. Isn't that good enough? "

2012 77

2012 Employee Experience Culture Customer Service Representative 77

CX Journey

APRIL 15, 2016

Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? And in the customer conversation, that part is often missing.

Social Media 47

Social Media Feedback Interaction Voice of Customer 47

Clarabridge

NOVEMBER 30, 2016

Surveys, text analytics, data aggregation and analysis—you can find out what is driving employee sentiment just as you do for customers. Executives are already thinking about this; a Gartner survey predicted that 89% of companies would be competing based on customer experience in 2016.

Customer Experience 40

Customer Experience CEM Employee Experience 2016 40

NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. After a lengthy and, at times, heated conversation he asked me, “What am I supposed to do with my kid now that the TV is out!?”

Telecommunications 74

Telecommunications Financial Customer Service Representative 2016 74

OpinionLab

NOVEMBER 1, 2016

According to a recent KPMG CEO survey presented at CXSF, 88% of CEOs surveyed are concerned about customer loyalty and 63% admit they are challenged to keep up with changing customer needs. Some tips were shared on how to connect CX initiatives to measurable business value: Manage by metrics. Recognize benefits potential.

2016 60

2016 Innovation Return on Investment Airlines 60

ShepHyken

JULY 22, 2016

A personal email can have a big effect: if you can get a customer to reply to a personal email account when signing up for your website, you can expect to participate in some revealing, in-depth conversations—customers are more open in personal, non-public channels. Continuously Measure Performance and Perfect Feedback Loop.

Customer Journey Mapping 72

Customer Journey Mapping Blog Customer Journey Feedback 72

Alida

APRIL 28, 2016

That’s why companies must enable two-way conversations with their staff and use the insight of their employees to improve the workplace. Increasing employee satisfaction and reducing churn requires looking beyond the annual employee engagement survey.

Culture 133

Culture Engagement Books 2013 133

COPC

MAY 23, 2016

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. These events featured conversations among top brands about managing the customer experience. Discusses CXMB Survey Results in San Diego appeared first on COPC Inc. At both workshops, COPC Inc. At both workshops, COPC Inc.

Workshop 40

Workshop 2015 2016 Events 40

LiveChat

JUNE 1, 2016

Live chat on your website allows you to have real-time conversations with your customers. People coming to your website can click on your live chat widget to start a conversation with you or one of your customer service agents. You always know how many people are on your website and how many conversations you could be having.

Sales 46

Sales Definition Customer Service Engagement 46

LiveChat

DECEMBER 9, 2016

It’s a survey with one basic question: “How likely are you to recommend our company to a friend or colleague ” followed by an option to add a short comment. Its goal was to entertain the viewers and provoke a conversation. The goal of this video is to start a conversation, not beat people over the head with a product message.

Customer Engagement 57

Customer Engagement Engagement Social Media Net Promoter Score 57