Alida

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal. When customer experience is approached as a shared service, both companies and consumers benefit exponentially and you ensure longevity in the market.

Customer Experience 204

Customer Experience Customer Voice Customer Insights Customers 204

IntouchInsight

SEPTEMBER 5, 2019

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance.

Employee Experience 313

Employee Experience Connections Customer Experience How To 313

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use. Others, sadly, haven’t a clue and chase away more customers than they help.

Customer Service 222

Customer Service Self Service Customers Meeting 222

Lumoa

SEPTEMBER 16, 2019

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.

How To 277

How To Customers 277

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? A great customer experience (CX) , of course. . In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Alida

SEPTEMBER 5, 2019

Customer Centricity 201

Customer Centricity Customers 201

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . While some data says yes, other research says no. .

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Loyalty Customer Experience Touchpoint Metrics 257

InMoment XI

SEPTEMBER 26, 2019

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. This one-day free event is hosted in New York, designed to deliver best practices, inspiring idea exchanges, case studies, and expertise from top thought leaders and practitioners of experience management programs. You don’t want to miss!

Management 367

Management Case Study Study Customer Experience 367

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Customer Bliss

SEPTEMBER 24, 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. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.

Airlines 276

Airlines Video Customers Customer Service 276

CloudCherry

SEPTEMBER 1, 2019

No, we’re not talking about the chocolate variety. It’s all about the delicious strategy of Keeping It Simple, Stupid…A philosophy highly recommended by Matt Dixon -Chief Product & Research Leader at Tethr , Best-Selling Author, one of the world’s leading CX Experts, and this week’s guest on ‘ The Sweets of CX’ Podcast. Customer service should be simple right?

Conference 244

Conference Study Sales Leadership 244

Steve DiGioia

SEPTEMBER 2, 2019

a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume. I don’t care what her resume says, does she have the skills we need to properly take care of our customers?

Customer Service 238

Customer Service Loyalty Customers Software 238

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing the power of CXone APIs to broadcast SLA performance through Amazon Alexa and other devices.

Travel 193

Travel Contact Center Innovation Analytics 193

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

InMoment XI

SEPTEMBER 4, 2019

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on. Today, the unavoidable fact is that people make decisions and invest their loyalty based mainly on experiences, not necessarily the nuances.

Consumers 320

Consumers Innovation Loyalty Interaction 320

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Customer Bliss

SEPTEMBER 10, 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?

Hotels 223

Hotels Chief Customer Officer Course Video 223

Alida

SEPTEMBER 30, 2019

On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency.

Customer Insights 169

Customer Insights Brands Customers Data 169

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Customers

Steve DiGioia

SEPTEMBER 16, 2019

It’s there, just like a shadow. You can’t touch it, but you know it’s there. It’s a feeling. A feeling that all your efforts are finally paying off. Can you feel it? A feeling that you’ve turned the corner. Now your team has started to believe in you. You’ve wondered, maybe even doubted yourself, if you can get this group of recruits to do better, be better, perform better.

Leadership 174

Leadership Groups Meeting Interaction 174

Beyond Philosophy

SEPTEMBER 10, 2019

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?

Customer Satisfaction 163

Customer Satisfaction Report Customers Survey 163

InMoment XI

SEPTEMBER 10, 2019

Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK. School is back in session, which means a new and unfamiliar schedule…and necessary bedtimes. View Article.

Employee Experience 308

Employee Experience Healthcare 308

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Customer Bliss

SEPTEMBER 4, 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. “Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.” Does that sound familiar to you?

Survey 210

Survey Video Feedback Engagement 210

Alida

SEPTEMBER 18, 2019

Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment.

How To 172

How To Innovation Customer Insights Customers 172

Customer Experience Update Submitted Articles

SEPTEMBER 23, 2019

Employees who feel cared for care for your customers. And that starts with having a defined culture.

Customer Experience 177

Customer Experience Culture Customers 177

Beyond Philosophy

SEPTEMBER 11, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

Customer Experience 148

Customer Experience Loyalty System Customers 148

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Michel Falcon Experience

SEPTEMBER 3, 2019

We’ve all done it. We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ve mistakenly hired these people before. But today I have guidelines that greatly increases the likelihood that I won’t hire them again. I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company.

Company 131

Company How To Culture Hospitality 131

ShepHyken

SEPTEMBER 18, 2019

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question? Why did I wait so long to write about this? I have addressed this topic in several other ways.

Customer Service Training 131

Customer Service Training Training Culture Examples 131

Customer Bliss

SEPTEMBER 18, 2019

Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. . Alison brings more than 25 years of experience in marketing to her work at the Columbus Metropolitan Library, she’s a board member of the CXPA, and she has previously been a guest on my podcast. .

Survey 156

Survey Customers Culture Engagement 156