2019

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

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.)

2019 233

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

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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How Emotion-Driven Innovation Increases Customer Loyalty

Customer Bliss

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.

How to provide an effortless customer experience

TechSee

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.

2019 166

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Get to Know Bruce Arnett: The CTO at MaritzCX

MaritzCX

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.” ” — Bruce Arnett, CTO, MaritzCX Being a People Leader Bruce has over 20 years of. View Article. General

2019 320

More Trending

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

Experience Investigators by 360Connext

What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? I want to answer that… in a moment.

2019 149

A Single Customer Experience Prediction for 2019

Vision Critical

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.

2019 175

CEO’s Guide to Growth Through Customer Experience

Sampson Lee

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening

2019 175

Statistics that Predict the Future of Customer Service

Joe Rawlinson

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” ” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote. We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly.

2019 106

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Guest Blog: How to Engage Customers with Your Brand

ShepHyken

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers. These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands.

Blog 96

The True Cost of Losing a Customer

BlueOcean

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.

2019 239

Building a Successful Customer Experience Strategy

GetFeedback

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.

2019 257

Don’t Make Customers Do Extra Work!

Customer Bliss

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?

2019 217

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations. However, some inquiries are much tougher to handle: an unexpected charge, or first bill, for example. Often, the greatest challenge is simply understanding the customer’s issue in the first place.

2019 140

One Giant Leap is Necessary to Improve Your CX

MaritzCX

Lessons Learned from the Apollo Moon Mission In my first article in this series, on how to leverage the innovation process to improve the customer experience, I laid out my four simplified steps to innovation: Explore – understand customer needs, pain points and challenges at each step in the journey Ideate – generate ideas to. View Article. Aviation

2019 306

Top women CXOs

CloudCherry

It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If If you want anything said, ask a man. If you want something done, ask a woman.” – Margaret Thatcher said it and we can’t agree any less!

2019 240

SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

Experience Investigators by 360Connext

“We’re unique, and so are the CX challenges we face.” ” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers. We have bigger and badder challenges than our competitors…because of the size of our organization, the way our company is organized, and the way our industry is regulated! I have news for you.

2019 143

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

A Day in the Life of an Insight Community Manager

Vision Critical

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

What Do Companies with High Net Promoter Score Have in Common?

Retently

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.

Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

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?

2019 97

Amazing Business Radio: Roger Dooley

ShepHyken

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.” This effort can include both time and money and affects both customers and employees.

2019 101

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

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.”.

2019 186

An Article On Customer Experience That Actually Makes Sense

GetFeedback

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. .

Looking Ahead: the State of Customer Experience

Customer Bliss

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?

2019 215

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this. ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay.

2019 143

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.