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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
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.
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.
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.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
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.
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier.
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.
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.
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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.
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.
The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments. It was also a great night of learning. In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the cus
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
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
“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are some tips and ideas for you to adopt – or adapt. People. This is the easiest of the marketing 5Ps for a customer centric organisation to adapt because a customer first strategy is all about your customers.
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.
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.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
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. ”.
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
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.
Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. So what are the success factors of readiness? Remember winter storm Juno in the USA in 2015? It dropped a couple of feet of snow on the Eastern coastline of North America.
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
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…).
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.
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.
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.
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
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
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.
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.
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