GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. We’re constantly learning what we’re good at and where we may want to consider our life choices and make a change.

Data 262

Data How To Social Media Effort Score 262

C3Centricity

JULY 1, 2019

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

Culture 149

Culture Exercises Connections Analysis 149

Totango

JULY 23, 2019

Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.

Customer Success 90

Customer Success Effort Score Customer Centricity Customer Journeys 90

ShepHyken

JULY 31, 2019

Customers 132

Customers 132

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Totango

JULY 9, 2019

What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company.

Tips 88

Tips Customer Experience Effort Score Customer Centricity 88

Lumoa

JULY 2, 2019

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.

How To 284

How To Analysis Data 284

InMoment XI

JULY 16, 2019

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.

Innovation 270

Innovation Customer Experience How To Customers 270

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.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Alida

JULY 12, 2019

Over the past decade, there has been a radical shift in the way that businesses connect to their customers. The vast amount of consumer information stored in customer insight data is key to creating a personalized customer experience. Marketers are scrambling to keep pace with data privacy regulations and industry best practices while creating a positive customer experience.

How To 176

How To Consumers Customer Insights Connections 176

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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

JULY 24, 2019

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.

Customer Service Training 130

Customer Service Training Training System Customer Focused 130

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We all feel it. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations.

ROI 309

ROI How To Touchpoint Hotels 309

Experience Matters

JULY 12, 2019

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr. Principal for Global EX Strategy. He spends his days thinking about and helping organizations design leading-edge EX programs.

Employee Experience 264

Employee Experience Industry Strategy Management 264

CloudCherry

JULY 31, 2019

A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson. And this comes at a time when 89 percent of organizations said they were expecting to compete on CX, per Gartner Research. What’s happening? Is CX at risk of becoming a fad?

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

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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

C3Centricity

JULY 3, 2019

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.

Multi-Channel 198

Multi-Channel Consumers Social Media Connections 198

Sampson Lee

JULY 10, 2019

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

Customer Experience 224

Customer Experience Customers 224

Customer Bliss

JULY 23, 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?

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

TechSee

JULY 31, 2019

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications.

Self Service 149

Self Service Automotive Healthcare Retail 149

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.

Trends

Experience Matters

JULY 2, 2019

Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement. Looking back, here are six principals that have helped me succeed: Actively Simplify. When faced with new situations, it often seems easiest to add layers of rules or additional concepts.

Groups 244

Groups Customer Experience Customers 244

Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

Customer Centricity 139

Customer Centricity Culture Government Course 139

Joe Rawlinson

JULY 10, 2019

“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.

Customer Service 130

Customer Service Customer Journeys Social Media Poor Customer Service 130

Heart of the Customer

JULY 11, 2019

“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences. This is especially […]. The post Stop Playing CX Whack-A-Mole appeared first on Heart of the Customer.

Customer Experience 128

Customer Experience Company Customers Customer relationships 128

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.

Connections

ShepHyken

JULY 3, 2019

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem.

Customers 134

Customers Customer Service Training Examples Training 134

TechSee

JULY 9, 2019

According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience. To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

UJET

JULY 10, 2019

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. As a company grows, introducing new features, products, and services, they can find themselves facing an increasing number of support requests.

Call Center 111

Call Center Customers Survey Interaction 111

Beyond Philosophy

JULY 16, 2019

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches.

Insurance 126

Insurance Customer Journeys Comparison Consulting 126

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

Customer Experience

Kustomer

JULY 10, 2019

Leveraging Artificial Intelligence (AI) within customer service operations helps companies control costs while improving their support game.

Customer Service 103

Customer Service Company Customers 103

Heart of the Customer

JULY 17, 2019

ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence. Unfortunately, focusing on that big goal can be overwhelming. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your […]. The post Measuring “ROE” – Return on Ease appeared first on Heart of the Customer.

Measurement 109

Measurement ROI Return on Investment Customer Experience 109

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.

Hotels 130

Hotels Customer Service Training Customers Examples 130