GetFeedback

MAY 9, 2019

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. .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

TechSee

MAY 21, 2019

It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. Take, for example, a new telco customer and the wide range of emotions they could experience along their personal journey with the company: excitement when unboxing, frustration during installation, annoyance at being transferred between departments, relief at

Analytics 138

Analytics Innovation Customer Experience Analysis 138

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.

Net Promoter Score 151

Net Promoter Score Hospitality System Consulting 151

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

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

Experience Matters

MAY 20, 2019

The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? No. Are they irrelevant? No. We’ve just decided to give them away for free on the Qualtrics XM Institute site. That’s right, you can now get access to almost our entire research library for free. One of the reasons we joined Qualtrics was to be able to help more people and organizations.

Groups 58

Groups Report Management Customer Experience 58

GetFeedback

MAY 23, 2019

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. In essence, VoC gives your customers a voice within your organization. .

NPS 308

NPS Net Promoter Score Effort Score CEM 308

Lumoa

MAY 23, 2019

In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.

Ecommerce 282

Ecommerce Tips Customer Experience Customers 282

IntouchInsight

MAY 16, 2019

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience.

Customer Experience 263

Customer Experience Customers 263

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already.

Contact Center 51

Contact Center Customer Service Conference Training 51

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

Kerry Bodine

MAY 7, 2019

Hot off the heels of my announcement of our new project manager, Jade Mulé , I’m excited to announce our latest addition to the Bodine & Co. team , Kevin Corcoran. As a CX Consultant at Bodine & Co., Kevin will be challenging our clients to look deeply at their numbers, while also allowing the human element of data be the voice in guiding business transformation.

Consulting 51

Consulting Resources Industry Technology 51

QuestionPro Audience

MAY 8, 2019

Population vs Sample – the difference. The concept of population vs sample is an important one, for every researcher to comprehend. Understanding the difference between a given population and a sample is easy. You must remember one fundamental law of statistics: A sample is always a smaller group (subset) within the population. In market research and statistics, every study has an essential inquiry at hand.

Study 239

Study Survey Measurement Data 239

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Lumoa

MAY 7, 2019

What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use.

Customer Retention 272

Customer Retention Measurement How To Tips 272

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

Steve DiGioia

MAY 13, 2019

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question? Is her friendly demeanor something she’s learned or was taught, or is she just “naturally friendly”?

Industry 232

Industry Customer Service Training Course 232

InMoment XI

MAY 6, 2019

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. Being a People Leader Bruce has over 20 years of experience in the software engineering domain and has all the qualities it takes to be a successful leader in software development. As CTO at MaritCX, he offers. View Article.

Software 231

Software 231

Kristina Evey

MAY 14, 2019

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey.

Customer Journeys 227

Customer Journeys Employee Experience Leadership 227

IntouchInsight

MAY 9, 2019

CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives.

Customer Journeys 226

Customer Journeys Tips 226

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

GetFeedback

MAY 9, 2019

Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.

Customer Experience 291

Customer Experience Customers 291

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.

Industry 222

Industry Strategy Hospitality Hotels 222

Customer Bliss

MAY 23, 2019

“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. .

Culture 216

Culture Company Customer Journeys CRM 216

InMoment XI

MAY 9, 2019

At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights. The room was all a buzz with CX professionals, who were sharing ideas and discussing the methods that work best when it comes to driving action throughout.

Strategy 225

Strategy Interaction 225

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

Kristina Evey

MAY 15, 2019

Working with many business leaders over the years, I’ve seen many well-intended strategies, processes, and nuances built into the operations … Read More Your Customer’s Priorities Drive the Customer Experience. The post Your Customer’s Priorities Drive the Customer Experience appeared first on Kristina Evey.

Customer Experience 214

Customer Experience Customers Strategy Customer Retention 214

Vonage

MAY 13, 2019

You know it’s Salesforce World Tour when a legion of exuberant mavens native to AI, omni-channel and the IoT pack the Jacob K. Javits Convention Center in Midtown Manhattan to inspire and innovate. And just like in December of 2019, we brought together a group of thought leaders to exchange ideas over a breakfast about customer service in the context of inherently connected and demanding customers.

Omni-Channel 210

Omni-Channel Policies Employee Engagement Communication 210

GetFeedback

MAY 5, 2019

Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it. Then, a couple of days later, you realize you don’t understand a bunch of features and you need some extra help from the provider. But somehow nobody replies to your emails.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Experience Matters

MAY 29, 2019

Okay, it’s that time again. Every few years someone ignites the debate about whether Net Promoter Score® (NPS®) is a great or terrible thing. A recent article in the WSJ (The Dubious Management Fad Sweeping Corporate America) has sparked the discussion this time. Rather than write something entirely new, I decided to share something I wrote in 2015 that addresses the issue.

NPS 205

NPS Net Promoter Score Metrics Management 205

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Strategy

Experience Investigators by 360Connext

MAY 23, 2019

Recapping SAP CX Live’s Top Themes & Insights. Photo credit: @SAPCX on Instagram. SAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their many partners view the world of the future. Enterprise software giant, SAP, hosted two remarkable, concurrent events in May and I was lucky to be a part of them, thanks to partnerships with SAP Litmos and SAP.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

NICE inContact

MAY 1, 2019

With $1.7 billion in annual revenue, Sitel is the third-largest business process outsourcer (BPO) in the world. The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million custom

Contact Center 40

Contact Center Management Omni-Channel Insurance 40

Customer Bliss

MAY 22, 2019

In lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on 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. Would you roll your mother into a hospital hallway and then leave her there? You know that you wouldn’t.

Company 201

Company Hospitality How To Case Study 201