Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Customer Journeys 149

Customer Journeys Training Exercises Customers 149

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Lynn Hunsaker. Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Are you tracking all of these? Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances.

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

Comm100

AUGUST 8, 2019

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world. CNN : “Smart robots could soon steal your job” Entrepreneur: “Robots Are Stealing Our Jobs” – Wall Street Journal : “White-collar Robots Are Coming for Jobs” The New York Times : “Are Robots Coming for Your Job?

Chatbots 119

Chatbots Contact Center Analysis Knowledge Base 119

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).

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

IntouchInsight

AUGUST 22, 2019

Your source for the best knowledge on collecting data to drive business improvements.

Loyalty 263

Loyalty Feedback Data Customers 263

InMoment XI

AUGUST 28, 2019

Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious. A report by Prophet cites that 81% of consumers are unsatisfied with their healthcare experience, and that the happiest consumers are those who interact with the system the least.

Healthcare 244

Healthcare Consumers Report System 244

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.

Travel 240

Travel Customer Service Training Culture Loyalty 240

GetFeedback

AUGUST 26, 2019

You have a good Customer Satisfaction Score (CSAT) but you want to make it even better. Here's proven-to-work tips on how to improve your CSAT score.

Customer Satisfaction 283

Customer Satisfaction How To Tips Customers 283

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

QuestionPro Audience

AUGUST 8, 2019

Not many would describe taking traditional surveys as a compelling experience. Reaching the modern internet user is becoming more of a challenge. There are multiple articles of people earning up to $1,000 per month through paid online surveys and it only takes a few minutes to sign up and get started. The problem is, there are plenty of paid online survey companies out there that aren’t legitimate.

Survey 231

Survey Company 231

Experience Matters

AUGUST 5, 2019

Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters.

Customer Experience 230

Customer Experience Customers 230

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Customer Bliss

AUGUST 29, 2019

Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they order? And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

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CloudCherry

AUGUST 4, 2019

Many corporate initiatives start out with a flood of excitement and energy, but it can be hard to sustain that momentum over the long haul. That’s a big reason why some customer experience (CX) programs are struggling. Think about it: CX programs can take three to five years to become a core part of the business. You need time to institute the voice of the customer (VoC) practices and take action based on authentic customer feedback.

Effort Score 236

Effort Score Customer Centricity Feedback Culture 236

GetFeedback

AUGUST 30, 2019

Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers? With their opinions, concerns, and demands? . That’s where surveys come in. .

Survey 276

Survey How To Entertainment Customer Satisfaction 276

QuestionPro Audience

AUGUST 8, 2019

How many times have you seen somebody advertise on social media about putting their pet(s) up for adoption? Initially, the excitement of getting a puppy or a kitten home knows no bounds. But after a few months or years, these exciting pets suddenly need a new home or are at the risk of being abandoned by their owners.

Social Media 225

Social Media Advertising 225

Experience Matters

AUGUST 21, 2019

Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters.

Customer Experience 228

Customer Experience Customers 228

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

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.

Management 211

Management Innovation Voice of Customer Customer Centricity 211

Steve DiGioia

AUGUST 12, 2019

and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? Isn’t that what you’re known for? Isn’t the word “donut” in your company name, on your napkins, and on all your signs?

Course 208

Course Company Customers Customer Service 208

CloudCherry

AUGUST 19, 2019

Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of. Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity.

Customer Centricity 218

Customer Centricity Culture Data Insurance 218

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest adv

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

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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.

Voice of Customer

QuestionPro Audience

AUGUST 27, 2019

Multistage sampling, also known as multistage cluster sampling is an extension or a more complex form of cluster sampling. It is a kind of sampling that involves dividing the population into groups (or clusters) for further research. In multistage sampling, giant clusters of the chosen population are divided into sub-groups at different stages to make primary data collection easier to manage.

Groups 218

Groups Data Management 218

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like. email. And they like it more than companies think they do.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

Steve DiGioia

AUGUST 5, 2019

it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do? Well, first off, they fixed the bug and made changes to the login process that made signing-in more secure for all users, not just the 467 who were affected.

Company 200

Company Social Media System Loyalty 200

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

Trends

CloudCherry

AUGUST 13, 2019

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program.

Data 218

Data Net Promoter Score Effort Score Analytics 218

GetFeedback

AUGUST 14, 2019

“How was your day today?”—that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next. If someone’s day was “OK,” maybe we try to understand if it was really OK or if it was actually not OK.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

QuestionPro Audience

AUGUST 27, 2019

What is an online panel? An online panel is an online group of pre-selected people that are both interested and willing to participate in a market research study, online focus groups, online surveys , etc. These groups of people could be your current customers, future customers, sales leads or could very well simply be people with common interests and beliefs.

Groups 218

Groups Study Survey Sales 218