Sharpen Your Customer Vision with Custom Notifications
GetFeedback
APRIL 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
Wed.Apr 26, 2017
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Customer Surveys Are as Important as Ever!
CX Journey
APRIL 26, 2017
Image courtesy of m kasahara I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ. Yes, there are several other ways in which companies can listen to customers and learn how well they’re delivering on the experience, but surveys aren’t going anywhere.
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Sharpen Your Customer Vision with Custom Notifications
GetFeedback
APRIL 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
HPE Software On How To Close The Loop & Drive Revenue Growth [Interview]
CustomerGauge
APRIL 26, 2017
NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.
Frost Radar: Voice of Customer Analytics, 2024
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
How Peapack-Gladstone Bank Supercharged Its Client Experience
GetFeedback
APRIL 26, 2017
We sat down with Peapack-Gladstone Bank to understand why they tapped into GetFeedback to supercharge their client experience.
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It’s a Little Thing… But It Makes a Difference
ShepHyken
APRIL 26, 2017
Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.
{Infographic} What Are Your UICs?
Michelli Experience
APRIL 26, 2017
The post {Infographic} What Are Your UICs? appeared first on Joseph Michelli.
You can’t have a customer journey map without a customer
Heart of the Customer
APRIL 26, 2017
At a CXPA event my good friend Lisa told me about a conversation she recently had. She was talking about the need to do some journey mapping, and mentioned how a good map takes 12-16 weeks. Her conversational partners’ response was, “What do you mean? I have the software – I can have that knocked […]. The post You can’t have a customer journey map without a customer appeared first on Heart of the Customer.
How to increase feedback response rates
mopinion
APRIL 26, 2017
A Feedback button on your website is a great way to start gathering insights into WHY your visitors do what they do on your site. Using their feedback you can make improvements to the User Interface (UI), fix bugs and ultimately improve conversion rates. That said, maybe your online feedback response rates are a little […]. The post How to increase feedback response rates appeared first on Mopinion.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Customer Experience in action through Artificial Intelligence
Eptica
APRIL 26, 2017
Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do.
How to make NPS and Customer Experience Surveys More Useful
Clarabridge
APRIL 26, 2017
There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys.
Mini Confirmites Join the New York Office
Confirmit
APRIL 26, 2017
Today the office will be a bit noisier than usual. No, there isn’t any construction going on (that was completed last summer), and there aren’t any big meetings happening. We will be welcoming 14 Mini-Confirmites to the New York City office. For the first time in Confirmit’s 20 year history, we will be observing Take Our Daughters And Sons To Work Day.
Tales of Terrible Customer Service
Amity
APRIL 26, 2017
SaaS Tattler Issue 103: Tales of Terrible Customer Service. It’s called SaaS for a reason: Software as a SERVICE. So, while Customer Success is tasked with much more than customer service, they are the ones - along with support - who interact with customers all day long, and they are the ones who represent your brand through various types of interactions.
AI for Business Outcomes: Selecting the Right Tools to Drive Results
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Bring Our Daughters and Sons to Work Day: Chloe and Emma
Confirmit
APRIL 26, 2017
Today, I’m bringing my two daughters to Confirmit’s New York office. Chloe (8) and Emma (6) are really looking forward to heading to work with Dad for the day. I wanted to take part in this initiative because I really want to show my kids what the corporate workplace is like. They have some experience with learning about public sector environments - police, EMT, firefighters, etc., but the corporate world has a very different view and I think it’ll be fun for them to see it.
12 reasons to follow up with detractors
delighted
APRIL 26, 2017
Running a successful NPS program is more than simply asking your customers for feedback. It’s about using that feedback to fundamentally improve your product or service. But an often under valued aspect of doing NPS well is rigorously following up with detractors – folks who didn’t have a great experience and wouldn’t recommend you. We’ve worked with thousands of companies who have seen the power of following up with detractors and we’ve compiled the top 12 reasons you you should follow up with
Best Practices for Live Chat Support (Infographic)
Provide Support
APRIL 26, 2017
There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?
Essential Features of Enterprise-Grade CCM Software
Topdown
APRIL 26, 2017
Not all customer communications management (CCM) software is created equal. In fact, there’s a fairly broad spectrum of solutions, ranging from lightweight Microsoft Word and SalesForce.com (SFDC) plugins to complex and powerful (and costly ) multifunctional enterprise-grade platforms. But how can you tell if a solution that lies somewhere along that continuum has the features you need to get enterprise-grade CCM outcomes for your business without unneeded complexity and expense?
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Take Our Daughters and Sons to Work Day: Why I am Taking Part
Confirmit
APRIL 26, 2017
Growing up I always went to work with my mother. I always knew what she did (well, the highlights) and who she did it with. She worked in fashion, and her co-workers were characters who she sometimes brought home. I knew how to ‘commute’ to NY, where the breakroom was and what tasks I could perform to pretend I was working alongside her.
7 Customer Service Interview Questions You Need to Ask
CSM Magazine
APRIL 26, 2017
Myra Golden shares 7 useful questions when interviewing prospective customer service employees. There was a time when customer service departments and jobs were solely reactive. The job was to answer questions and resolve problems. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role.
Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution
ForeSee
APRIL 26, 2017
Plenty is currently being discussed in business circles and financial publications about the state of the American retail industry, which is experiencing a big shift in operations and strategies toward. The post Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution appeared first on ForeSee.
Leaders Need to Spend Time on the Frontline
Brad Cleveland Blog
APRIL 26, 2017
The post Leaders Need to Spend Time on the Frontline appeared first on Brad Cleveland.
eCommerce in 2025: How Customer Experience Drives Online Retail Success
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
How to Deliver Moments of Magnificence to Your Customers
CSM Magazine
APRIL 26, 2017
Few companies deliver what I call Moments of Magnificence to customers. It shouldn’t be that way. It doesn’t have to be that way. The drive to improve customer loyalty has received an unprecedented amount of attention by companies worldwide. The Bureau of Labor Statistics, the American Society for Quality and other studies report that the additional focus isn’t making a difference.
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