Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Surprisingly, the major glitch for agility and alignment is lack of clear understanding about how major priorities and objectives fit together, according to extensive research conducted

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Customer Experience Customer Journeys Financial Handbook 76

Thematic

APRIL 29, 2019

“We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. Since I co-founded customer feedback company Thematic , friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. I can relate, churn is what hurts founders the most!

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Analysis How To Survey e-support 85

IntouchInsight

APRIL 4, 2019

CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes.

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Data Customer Experience Customers 321

Lumoa

APRIL 3, 2019

Find out what it takes to create effective customer surveys and start sending customer surveys right away!

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Survey How To Customers 258

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

5CA

APRIL 24, 2019

Customer experience (CX) must be one of the most popular catchphrases being used by businesses today. Companies are embracing the idea and investing in creating a strong customer experience, which includes good customer service. Current research from Forrester and Gartner argues that this will be the biggest differentiator companies will compete on in the next few years, ahead of price or quality.?.

Customer Service 45

Customer Service Customers Customer Experience Company 45

Up Your Service

APRIL 18, 2019

Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations. I heard this concern as our clients and prospects spoke about their employees, branch locations, franchises, partners, and affiliates.

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Groups Culture Examples Customer Experience 76

GetFeedback

APRIL 22, 2019

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant?

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Customer Satisfaction Survey Net Promoter Score Effort Score 323

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

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Social Media Rewards Programs Feedback Call Center 321

Kristina Evey

APRIL 10, 2019

Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey.

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Feedback Customers Engagement Customer Experience 288

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Lumoa

APRIL 24, 2019

What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in.

Analysis 281

Analysis Software How To 281

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. However, expectations with the importance of CX is continuing to grow. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing?

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Omni-Channel Marketing Customer Experience B2B 278

Kerry Bodine

APRIL 28, 2019

The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. In The Princess Bride, the character Vizzini repeatedly exclaims, “Inconceivable!” in response to situations that are, in fact, quite conceivable — but simply contrary to what he hoped would happen, like a foe not falling to his death.

Customer Journeys 54

Customer Journeys Marketing Customer Centricity Customers 54

GetFeedback

APRIL 18, 2019

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Whether you are a business with retail storefronts or a strictly digital company, the customer experience (CX) services you provide for your customers matter quite a bit. According to Great America , 70% of buying experiences revolve around the customer’s feelings and journey from a casual onlooker to a brand promoter.

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Customer Experience How To Omni-Channel Customer Centricity 274

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Report

ijgolding

APRIL 23, 2019

If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. As a result, when I was asked to contribute to a new educational video series on the subject that has become my vocation, it was a very easy decision

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Video Customer Experience Communication Customer Journeys 273

Steve DiGioia

APRIL 1, 2019

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.

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Airlines Travel Customers Measurement 269

Lumoa

APRIL 14, 2019

New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors.

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Kristina Evey

APRIL 2, 2019

Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.

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Customer Experience Customers Employee Experience Customer Experience Management 244

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

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

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.

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Net Promoter Score Customer Experience Social Media NPS 47

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text.

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Survey Net Promoter Score NPS Healthcare 265

Vonage

APRIL 30, 2019

When customers call support for help, they’re already facing problems. But once the phone rings, in far too many cases, they’re plunged into a real nightmare: seemingly infinite IVR prompts, endless hold times, and - just as they’re at their wits end - a connection to a live agent who’s not equipped or incentivized to help them. All your customer experience efforts are destroyed in the space of a single call!

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Infographics Contact Center Chatbots Course 213

Customer Bliss

APRIL 5, 2019

How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger , Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while leveraging his background in product development, and marketing and advertising, to transform a 170-year-old company’s communication methods into the world of digital.

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Engagement Advertising Consumers Marketing 213

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Voice of Customer

C3Centricity

APRIL 3, 2019

How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. And getting it approved by your executive board is perhaps the most challenging part of all. Management are renowned in most organisations for “innocently” posing questions when passing marketers in the corridor or while socialising at a company event.

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Marketing How To Advertising Brands 212

Kristina Evey

APRIL 23, 2019

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey.

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Employee Experience Customer Experience Customers Leadership 227

Kerry Bodine

APRIL 25, 2019

I’m thrilled to announce the addition of Jade to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.

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Consulting Video Course System 229

GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions. You need to get to know your target audience by listening to what they have to say and then taking what you learn and putting those insights into action to make changes

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Customer Experience Return on Investment Poor Customer Service Metrics 262

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

Alida

APRIL 23, 2019

In today’s day and age of GDPR and the California Consumer Privacy Act (CCPA) companies are facing a conundrum. How can we truly be customer-centric, driving our business based on our customers’ needs while respecting their privacy? The answer is simply consent data. Profound, actionable insights are derived from high-quality consent data. These deep insights bring a better understanding of your customers, allowing you to build stronger relationships with them.

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Customer Centricity How To Consumers Customers 203

NICE inContact

APRIL 1, 2019

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Here are 5 steps organizations can take to improve call center selling .

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Call Center Tips Contact Center Training 192

C3Centricity

APRIL 17, 2019

Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.

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Marketing Technology Customer Centricity Conference 200