Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to Grow his initial research suggested that the best and most effective way to predict profitable growth was for businesses to measure their customer’s disposition toward recommending them to others—assessing the customer’s world in a si

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Customer Bliss

DECEMBER 16, 2019

Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace. Here’s the lesson I’ve learned: No amount of tactical improvements will elevate your company above all others. The only thing that will do this is to have a vision of how your company will be viewed 20 years or more from now.

Company 209

Company Strategy Retail System 209

Kristina Evey

DECEMBER 3, 2019

It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey.

Customer Experience 168

Customer Experience Loyalty Sales Customers 168

InMoment XI

DECEMBER 3, 2019

The Beginning of Customer Relationship Management It was the 80’s. Hair was big, rock was loud, and something funky and new was being born. It was called Customer Relationship Management (CRM) and it was freakin rad. Rather than waiting for customers to come you, you could get them to come to you. Moreover, with these. View Article.

Customer Relationship Management 195

Customer Relationship Management CRM Customer relationships Management 195

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

Retently

DECEMBER 4, 2019

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. But those customers are actually vital for business development and this quote should sum up just how important they really are: “The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- Scott Cook.

Net Promoter Score 95

Net Promoter Score How To NPS Effort Score 95

ijgolding

DECEMBER 4, 2019

Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

Experience Investigators by 360Connext

DECEMBER 10, 2019

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map? If you don’t, the holiday season is a perfect time to get started so you know your customer journey will be up to snuff throughout the coming year.

Customer Journeys 162

Customer Journeys Retail Social Media Customers 162

Alida

DECEMBER 23, 2019

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals. Some customers—especially those that operate as a shared or centralized insight service to multiple stakeholders—next want to know how to demonstrate the impact of insight in their business.

How To 130

How To Customer Centricity Meeting Customers 130

ReviewTrackers

DECEMBER 16, 2019

Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor. If the kind of customer feedback posted publicly on online review sites and social media channels can indeed make or break your business, wouldn’t you rather everything be positive and perfect and full of praise?

Social Media 129

Social Media Study Consumers Feedback 129

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

Lumoa

DECEMBER 12, 2019

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

ROI 321

ROI Customer Experience Financial Measurement 321

Steve DiGioia

DECEMBER 16, 2019

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves.

Retail 240

Retail How To Industry Customers 240

Customers That Stick

DECEMBER 12, 2019

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be. But first, what do we mean by a game changer? It’s simply something that materially redefines how we look at or execute around customer experience.

Customer Experience 78

Customer Experience Retail Tips Customers 78

ServiceDock

DECEMBER 30, 2019

The retail sector is expected to continue to experience enormous challenges in the new decade. More Company Voluntary Administrations (CVAs) and liquidations are expected resulting in mass store closures and redundancies. Grim times indeed. But not all retailers are suffering equally and there are examples of brands who are opening new stores and appear to be doing very well from the outside looking in.

Retail 62

Retail Customer Experience Tips How To 62

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is; “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally

Tips 145

Tips Connections Customer Experience Leadership 145

Heart of the Customer

DECEMBER 20, 2019

To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in. Here is what they said: The ability to see our business from the patient […]. The post Why You Should Know How to Journey Map appeared first on Heart of the Customer.

Customer Journeys 78

Customer Journeys How To Tools Resources 78

Totango

DECEMBER 17, 2019

The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. Keeping track of all of these engagements can be daunting, but effective communication and making customer information transparent and accessible throughout the company ensures an excellent experience.

Customer Success 62

Customer Success Effort Score Voice of Customer Guidelines 62

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit. Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line.

Customer Experience 63

Customer Experience Roadmap Financial Contact Center 63

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

ShepHyken

DECEMBER 25, 2019

If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress. Depending on where you work or the industry you’re in, some of you get crazy busy during the holidays while others actually slow down.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

Maz Iqbal

DECEMBER 14, 2019

What is the driving force (as in motivation) for much of that which occurs under the Customer Experience label in many a corporate enterprise? My experience suggests it is some combination of fear and greed: fear of losing out and greed for higher revenues, higher profit margins, and higher profits. There is only so much … Continue reading "Customer Experience Lessons From Leitner’s Hotel Garni".

Hotels 62

Hotels Customer Experience Customers Technology 62

CloudCherry

DECEMBER 9, 2019

Join us, CX Soldier…. …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. Need a little back-story on how our CX Champ ended up joining the frontlines in the CX World at Promomash? Five years ago, she met the team at a Trade show and- in her own words, “fell in love with the idea of saving all my time away from spreadsheets, and mov

Culture 312

Culture Brands Loyalty Customer Experience 312

Lumoa

DECEMBER 3, 2019

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.

Customer Journeys 281

Customer Journeys Customers Customer Experience Management 281

Advertisement

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

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

ROI 275

ROI Consumers Loyalty Industry 275

GetFeedback

DECEMBER 26, 2019

A good customer thank you email can go a long way in creating a great customer experience and brand perception. Use these 5 tips to craft the perfect note.

Tips 221

Tips Customers Brands Customer Experience 221

QuestionPro Audience

DECEMBER 9, 2019

QuestionPro Audience is an economical and quick market research solution that fits your budget. You can access and buy survey respondents from around the globe from our panel and get results quickly. It gets you immediate answers for brand research and tracking, product testing and development, market segmentation, advertising testing, consumer behavior, and more.

Advertising 221

Advertising Survey Feedback Consumers 221

Alida

DECEMBER 3, 2019

Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants. A basic observation that really shouldn’t be rocket science is that if you aren’t in business to make your customers’ lives easier, then you should probably find another business that isn’t dependent on customers. Oh wait, aren’t all businesses dependent on customers?

Software 208

Software Marketing Customer Experience Company 208

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

InMoment XI

DECEMBER 23, 2019

Understanding NPS The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to Grow his initial research suggested. View Article.

Net Promoter Score 195

Net Promoter Score NPS B2B 195

CloudCherry

DECEMBER 23, 2019

Understanding Customers…. Love it or hate it, it’s the key to driving great CX. And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). In truth, there’s no guest I’d rather have started out with, as Mike has an incredibly kind and calm presence that- no doubt- is part of the secret to his success with Custome

CEM 195

CEM Customer Success How To Return on Investment 195

Experience Matters

DECEMBER 30, 2019

As 2019 comes to an end, it’s time to think about what we’ll see next year. I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020. As we looked across the different elements we were expecting to see, an overall theme for 2020 emerged… The Year Of Insightful Actions.

Company 195

Company Management Customer Experience Customers 195