Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.

Customer Experience 253

Customer Experience Metrics Leadership Innovation 253

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete).

Survey 104

Survey Hotels Customer Service Training Feedback 104

The DiJulius Group

OCTOBER 9, 2019

*The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age AVAILABLE October 8, 2019. There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming. Read Full Article.

How To 82

How To Groups Connections Technology 82

CX Accelerator

OCTOBER 26, 2019

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.

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Contact Center Financial Technology Employee Experience 303

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Kristina Evey

OCTOBER 22, 2019

Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey.

Chief Customer Officer 277

Chief Customer Officer Employee Experience Customers Leadership 277

QuestionPro Audience

OCTOBER 24, 2019

“Time is money.” – Benjamin Franklin. When it comes to market research, time is of the essence as it helps to provide a distinct direction and lays the roadmap to quick decision making. The faster that decisions are made, the quicker can organizations adjust, realign and grow according to today’s fast-changing world. QuestionPro understands this and knows the importance of time in our client’s lives.

Roadmap 231

Roadmap Marketing 231

CloudCherry

OCTOBER 17, 2019

Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert. Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. From the first experience, customers have with your website, to the last time they pay you—it’s all encompassed under the large umbrella of experience. .

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Tips 296

Tips Culture Exercises Feedback 296

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

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

Experience Matters

OCTOBER 10, 2019

Experience Management (XM) isn’t just important, it’s the primary function of every organization. Why? Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters.

Management 212

Management Customer Experience Customers 212

Alida

OCTOBER 30, 2019

Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Here, Kelly shares some wisdom gleaned over her 17-year career in tech. She offers her perspective on the upsides and downsides of being an executive, the traits required to be a successful leader, and what she wishes she would have known when starting her career.

Chief Customer Officer 187

Chief Customer Officer Leadership Software Report 187

CloudCherry

OCTOBER 23, 2019

Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. Kaye Chapman is the Learning & Development Manager at Comm100 , an internationally-experience writer and trainer, a Contact Centers Specialist, and this week’s honored guest.

Customer Service 225

Customer Service Contact Center Customers Customer relationships 225

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GetFeedback

OCTOBER 10, 2019

This guide will teach you how to quantify the value of your CX initiative through a step-by-step process of calculations.

ROI 270

ROI How To Customer Experience Customers 270

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Lumoa

OCTOBER 21, 2019

Employee Experience 396

Employee Experience Customer Experience Customers 396

Experience Matters

OCTOBER 29, 2019

Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” This is a critical theme for many executives. If you want the benefits of Experience Management (XM), then you will need to lead a transformational journey across your organization. If you’ve been reading my work, then you realize that XM is not about the delivery of a single great experience, but it’s a discipline that’s embedded across an organizatio

Management 188

Management Customer Experience Customers 188

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

NICE inContact

OCTOBER 10, 2019

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a creature of habit? Probably.

Customer Retention 175

Customer Retention Customer Experience Contact Center Customers 175

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

GetFeedback

OCTOBER 17, 2019

Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program.

How To 244

How To Analytics Customer Experience Customers 244

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Tools 208

Tools Customer Experience Social Media Customer Journeys 208

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

OCTOBER 28, 2019

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?

Feedback 185

Feedback Policies Customers Customer Expectations 185

Experience Investigators by 360Connext

OCTOBER 22, 2019

What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond?

Trends 169

Trends Customer Experience Chatbots Brands 169

Alida

OCTOBER 17, 2019

It’s hard not to notice what’s going on in the world of data privacy these days. From new regulations on the table in multiple jurisdictions globally to huge brands being fined millions of dollars in massive penalties due to data breaches and lack of compliance with existing regulations, the free-for-all consumer data collection practices are being left by the wayside for a more transparent customer experience.

Brands 167

Brands Data Consumers Customer Experience 167

Customer Bliss

OCTOBER 9, 2019

In this week’s Daily Dose video, I share a short video inspired by 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. Anybody else get a sense of foreboding as the car salesman ushers you into that door, marked “Finance and insurance?” You’re relieved you got the price you wanted on the car.

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Insurance Video Leadership Sales 178

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

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.

Survey 165

Survey Customer Service Social Media Telecommunications 165

Customer Experience Update Submitted Articles

OCTOBER 3, 2019

To feel success in a way that will motivate employees, companies will need much more than a single focal point as their goal.

Measurement 147

Measurement Company 147

ShepHyken

OCTOBER 2, 2019

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table. When it got there, it wasn’t prepared properly. On the next attempt, the food came out uncooked.

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Customer Service Training Meeting Customer Experience Training 130