Maru/HUB

JULY 2, 2018

Last month we talked about survey fatigue and how to produce a well-designed survey that’ll allow you to get the most actionable information with little effort from the respondents. However, prompted customer service surveys are much more difficult to even get the respondents to complete, never mind extract information from. That’s why this week we’ve put together some best practices that will not only make participants complete a full customer service survey, but also result in more insightful

Survey 197

Survey Customer Service Customer Experience Professionals Customers 197

Vonage

JULY 3, 2018

There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Do you know who else is listening? Venture capitalists. Investors take customer success seriously when assigning value to your business.

Customer Success 204

Customer Success Social Media Metrics Customer Centricity 204

Customer Guru

JULY 3, 2018

The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course. This blog discusses what customer experience lessons one can learn from the best-in-business SaaS brands.

Culture 94

Culture CRM Training Employee Engagement 94

InMoment XI

JULY 4, 2018

I read recently about a senior manager at a prominent organization who was considering stopping their CX programme because he believed he could get everything he needed to know about the voice of the customer solely from social media. I have some concerns here and in this Café post, we talk about some of the. View Article.

Social Media 150

Social Media Measurement Management Automotive 150

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

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

ROI 284

ROI Customer Experience NPS Financial 284

Experience Matters

JULY 31, 2018

One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video identifies six key characteristics to keep in mind whenever you’re dealing with all types of people. This video is a great introduction to a discussion with your team.

Video 254

Video Customer Experience Customer Connectedness Groups 254

IntouchInsight

JULY 11, 2018

Learn more about how mystery shopping helps improve customer experience at your business.

Customer Experience 223

Customer Experience Customers 223

QuestionPro Audience

JULY 30, 2018

What is a representative sample? Representative sample definition: A representative sample is defined as a small quantity or a subset of something larger. It represents the same properties and proportions like that of a larger population. For example, consider a brand that is about to launch a new product in a US city. It will be practically impossible to send a survey to collect insights into the product’s features from every person in the city.

Examples 220

Examples How To Study Groups 220

Centriam Customer Experience Lab

JULY 26, 2018

Touchpoint 199

Touchpoint Banking Tips Survey 199

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

CloudCherry

JULY 10, 2018

Are your customers successful and happy with your products and services? Are they telling their friends and business partners to buy from you? If they have a concern, are you making meaningful change to address it? These are questions that all businesses need to ask themselves to ensure everything is being done to create customer delight. Happy customers are not only retained but they also help create more happy customers.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

GetFeedback

JULY 19, 2018

Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.

Tips 240

Tips Survey Net Promoter Score Data 240

InMoment XI

JULY 31, 2018

You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee. The first. View Article.

186

186

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. Strategic Partnerships with Contact Centers. “ 60% of B2B clients are emotionally indifferent toward their suppliers. ”.

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

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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

QuestionPro Audience

JULY 25, 2018

First, let’s be honest. Although it is now a commonly used term, if you’re not familiar with “cluster sampling”, it can come across as a bad episode from the Twilight Zone. There’s something eerie about the word to make one feel like he/she is about to get probed by aliens. Ok, perhaps it is just me and my wild imagination. Unless you’re 70 years old, cranking stats in a windowless basement office, market research terminologies can make even the brightest of the bunch take a mulligan or spurt an

Comparison 218

Comparison Groups Healthcare Travel 218

Experience Matters

JULY 25, 2018

We’re always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. In case you’ve missed any of them, here’s a collage of the infographics that we’ve already published this year. Here are the individual infographics: Six Laws of Customer Experience Mastering Customer Experience Metrics Building A Strong Voice of The Customer Program Online Training For a Customer-Centric Organization Humanize Customer Experi

Infographics 181

Infographics Customer Experience ROI Customer Centricity 181

Steve DiGioia

JULY 30, 2018

because one size doesn't fit all. This original article was written by Steve DiGioia. I’m easy to please, at least I think so; and I’m not high-maintenance. I don’t have unreasonable requests, and I understand things don’t always go as planned. I’m flexible and adaptable. I wish more people were like that too (boy, I’ve dealt with some crazies over the years…).

Course 173

Course Customers Company How To 173

GetFeedback

JULY 23, 2018

This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

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

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

IntouchInsight

JULY 6, 2018

Watch now! A 2-minute overview about how you can use IntouchCheck mobile form software to build your own mobile forms, save time, and find & fix issues faster.

Software 168

Software Video 168

QuestionPro Audience

JULY 3, 2018

To celebrate America’s Independence Day, we put together this infographic with facts and figures to show how Americans are celebrating. Please refer to the firework section before you light anything tomorrow! We wish you a happy and safe 4th of July from QuestionPro Audience.

Infographics 191

Infographics 191

Experience Matters

JULY 11, 2018

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. That’s why created this video. It’s meant to explain what NPS is all about and why it may be a valuable approach for some companies.

Net Promoter Score 36

Net Promoter Score Video NPS Metrics 36

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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

Retently

JULY 17, 2018

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape.

Net Promoter Score 166

Net Promoter Score NPS Report Customer Satisfaction 166

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way. But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

CloudCherry

JULY 18, 2018

Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

IntouchInsight

JULY 5, 2018

Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees.

Employee Engagement 168

Employee Engagement Engagement Video Technology 168

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

QuestionPro Audience

JULY 31, 2018

It’s that time again—when we scour the internet for the most interesting, colorful, well-designed infographics of the month, and this month’s group is no exception. From AI in healthcare, to investment tips for 20-year-olds, we cover it all. 1 — THE ART & SCIENCE OF DELEGATION IN A SMALL BUSINESS. Every small business owner should take a look at this infographic. 20% of small business fail in the first year, but this infographic tells you how to grow your company, and avoid burno

Infographics 170

Infographics Healthcare Consumers Tips 170

Experience Matters

JULY 9, 2018

In case you missed it, I’m a huge Boston sports fan. So it feels great to write a post that combines one of my favorite teams with one of our Four CX Core Competencies. I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. I’ve been a fan of Stevens since he was a coach at Butler University. He smart, confident, and seems to understand how to lead people.

Leadership 174

Leadership Sports Customer Experience How To 174

Vonage

JULY 6, 2018

Customer service is not always easy to pull off, and it's certainly not something that “just takes care of itself” or is “just common sense.” However, there are some parts of delivering great customer service–or, more accurately, avoiding poor customer service–that are straightforward, easy to fix, and high-impact. Here, I’ll highlight a handful of these customer service “worst practices” and provide an achievable solution for each that can get your customer service back on track.

Customer Service 163

Customer Service Poor Customer Service Hotels Healthcare 163