GetFeedback

FEBRUARY 26, 2020

The four major activities that must be undertaken after CES feedback is received by the company.

Effort Score 338

Effort Score Feedback How To Customers 338

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Customer Success 119

Customer Success How To Metrics Customer Journeys 119

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

Survey 333

Survey Measurement Interaction Customers 333

ShepHyken

FEBRUARY 28, 2020

This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople?

Roadmap 121

Roadmap Sales Airlines Case Study 121

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

Steve DiGioia

FEBRUARY 3, 2020

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958.

Customer Service 298

Customer Service Retail Course Customers 298

Heart of the Customer

FEBRUARY 20, 2020

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […].

Chief Customer Officer 114

Chief Customer Officer Interaction Marketing Company 114

Inbenta

FEBRUARY 6, 2020

Self-service and customer relations: provide autonomy to your customers. According to a Zendesk study, the main reasons for customer dissatisfaction are the multiplication of online contributors (57%) and a resolution time that is too long for 46% of respondents. A customer who fails to find an immediate solution to his problem will put an end to his journey and can even end up doing business with your competitors.

Self Service 114

Self Service Chatbots Contact Center Knowledge Base 114

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 417

Customer Experience Customer Experience Management Customers Management 417

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

CX Accelerator

FEBRUARY 2, 2020

By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 320

Customer Experience Customer Journeys Tourism Study 320

GetFeedback

FEBRUARY 27, 2020

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand.

ROI 329

ROI How To Brands Customer Experience 329

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Experience Matters

FEBRUARY 21, 2020

Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric. Instead, the key to success is the program that is wrapped around those numbers (see our 5 steps for an effective CX metrics program).

Metrics 258

Metrics Leadership Engagement Data 258

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

Customer Bliss

FEBRUARY 26, 2020

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. They take the time to make the interview go beyond questions on just aptitude and skill; they get to know the human behind the resumé. They learn about the person whose actions will define who they are as people to customers, partners and the marketplace.

Case Study 258

Case Study Study Company Culture 258

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Trends 195

Trends Technology Social Media Interaction 195

Wired and Dangerous

FEBRUARY 10, 2020

The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.

Customer Expectations 143

Customer Expectations Meeting Customers Measurement 143

GetFeedback

FEBRUARY 1, 2020

Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI.

ROI 320

ROI Customer Satisfaction Measurement Interaction 320

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

ReviewTrackers

FEBRUARY 6, 2020

It has become common over the past years for consumers to search for a specific local business online before making a purchase decision. And when they search online, they always check out online reviews and other types of consumer-generated information. This all happens before the customer enters the buyer’s journey. According to Yelp, 85 percent of consumers use search engines to look for local businesses.

Tools 156

Tools Net Promoter Score Effort Score Feedback 156

Experience Matters

FEBRUARY 25, 2020

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007.

Course 257

Course Report Customer Experience Company 257

Customer Bliss

FEBRUARY 18, 2020

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. The following is a lightly edited transcript of the video below. For the previous video about this topic, click here to read the transcript and access the video.

Chief Customer Officer 248

Chief Customer Officer Video Customer relationships Course 248

Beyond Philosophy

FEBRUARY 27, 2020

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .

Financial 187

Financial Consulting Exercises Video 187

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

FEBRUARY 19, 2020

In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well. But on a day to day basis, amazement happens when you deliver experiences that are consistently and predictably above average.

Customer Service Training 155

Customer Service Training Customer Experience Customer Service Training 155

Thematic

FEBRUARY 12, 2020

Before we get into the nitty gritty detail of Unified Data Analytics, let’s remind ourselves of the cautionary tale of one of pioneers of the Internet… Have you ever heard of Netscape? This company, which created one of the first web browsers, is most famous for its downfall: Once owning 90% of the market, within a few years it lost almost all of it.

Analytics 144

Analytics Data NPS Analysis 144

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . by Will Milano. One of our goals at Integrity Solutions is to help our clients think differently and expand their knowledge about the sales profession, sales performance improvement and leadership, customer service and delivering exceptional client experiences.

Sales 126

Sales Leadership Contact Center Course 126

Experience Matters

FEBRUARY 6, 2020

This post identifies four ways that Experience Management (XM) insights can be used to better serve all of the human beings that an organization interacts with. The post The Four P’s of XM Insights appeared first on Experience Matters.

Interaction 239

Interaction Management Customer Experience Customers 239

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

Customer Bliss

FEBRUARY 11, 2020

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. The following is a lightly edited transcript of the video below. To start defining your legacy and your “Three Blocks Long,” click here for downloadable worksheets.

Chief Customer Officer 218

Chief Customer Officer Video Leadership Company 218

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. . We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

Meeting 162

Meeting Innovation Social Media Chatbots 162

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.

Customer Focused 149

Customer Focused B2B Customer Service Training Customers 149