CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

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2019 Culture Feedback Contact Center 243

BlueOcean

FEBRUARY 25, 2019

Quick, how many services or memberships do you subscribe to? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)

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2019 Customer Experience Call Center Entertainment 233

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .

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Article 2019 Customer Experience Metrics 274

Customer Bliss

MARCH 5, 2019

In my 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . The following is a lightly edited transcript of the video below.

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Innovation Loyalty 2019 Hospitality 173

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CloudCherry

DECEMBER 9, 2019

Join us, CX Soldier…. …As As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk.

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2019 Brands Culture Loyalty 273

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. Unfortunately, no matter what you do, the Bluetooth functionality isn’t working.

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2019 Customer Experience Wireless Loyalty 157

Experience Investigators by 360Connext

DECEMBER 17, 2019

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond.

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2019 2020 B2C Touchpoint 144

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

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2019 Technology Blog Social Media 114

Alida

JANUARY 7, 2019

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level. With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. That takeover will drive significant change across corporate structure, technology and data workflows.

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2019 Customer Experience Insights Customer Centricity 137

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Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. Given that, it’s 6 times more expensive to attract new customers than to keep existing ones – the ignorance shall turn costly. The longer your company can retain its customers, the greater the value of each customer you acquire.

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Net Promoter Score 2019 2008 Customer Retention 105

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas. Could this be part of the reason that a huge percentage of CX initiatives are failing?

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2019 Customer Experience ROI Definition 292

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.

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2019 Lifetime Customer Contact Center Social Media 239

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers. Because of this, customer experience should be the primary focus of any company.

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2019 Customer Experience Net Promoter Score Social Media 264

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Customer Bliss

SEPTEMBER 24, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it. How about you? Make It Easy to Get Help When Needed. I understand that bags can get lost, but why add pain to misery?

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2019 Airlines Download Books 217

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better. Perhaps, you will remember a conversation with a support rep where he/she understood your problem perfectly, and helped you resolve it in no time. Or, maybe, you will recall a sweet gesture from your favorite restaurant where they offered a complimentary steak on your birthday.

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2019 Customer Service Customer Experience E Commerce 204

InMoment XI

DECEMBER 5, 2019

No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side.

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2019 Engagement Article Blog 260

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%.

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2020 2019 Customer Service 2024 117

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Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

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Customer Focused 2019 Workshop Customer Centricity 145

ShepHyken

NOVEMBER 22, 2019

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. .

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Blog 2019 Multi-Channel Exceptional Customer Service 120

Alida

AUGUST 27, 2019

Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program. Best Practices Customer Experience Customer Centricity Insight Communities Voice of Customer

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Insights 2019 Management Innovation 138

Lumoa

JANUARY 17, 2019

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics! Feed generated with FetchRSS

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2019 Measurement Metrics Feedback 132

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CX Accelerator

OCTOBER 26, 2019

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why?

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2019 Contact Center Reference Financial 248

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

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2019 Metrics Customer Care Measurement 186

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

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Customer Satisfaction 2019 Feedback B2B 309

Customer Bliss

MARCH 12, 2019

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. . The following is a lightly edited transcript of the video below. What’s the State of Customer Experience?

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2019 Customer Experience Chief Customer Officer 2018 215

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