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

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

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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

GetFeedback

JULY 24, 2018

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.

Video 277

Video Customer Experience How To Customer Journeys 277

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

Vonage

JULY 11, 2018

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now.

Tips 216

Tips Customer Service Sports Exercises 216

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

PeopleMetrics

JULY 17, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably.

Measurement 210

Measurement CEM Telecommunications Wireless 210

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

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

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

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.

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186

Beyond Philosophy

JULY 19, 2018

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.

Policies 199

Policies Customer Centricity Government Video 199

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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

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

Escalent

JULY 30, 2018

Do you know where your customers are coming from, how they decide which providers they choose and why? Technology has drastically changed the purchase journey for most businesses on multiple levels.

Technology 182

Technology Financial Brands Customers 182

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

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

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

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

ReviewTrackers

JULY 12, 2018

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Like employer branding, employee branding also involves presenting the company in the best possible light in front of employees, job candidates, internal and external stak

Brands 175

Brands Company Social Media Competitive Advantage 175

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

Amity

JULY 30, 2018

It’s no secret that successful adoption plays a huge role in customer retention rates. As a CSM, improving product adoption should be a top priority for you in order to ensure your customers’ long-term success. Here are 3 proven methods you can use right now to encourage customers, both new and old, to use your product more effectively. Let's get started!

Customer Retention 174

Customer Retention Tips Engagement Loyalty 174

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

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

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

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

ReviewTrackers

JULY 2, 2018

This article is written by Holly Rollins. Holly is the president and owner of 10x digital. She has more than 20 years experience in marketing, public relations, digital marketing and content marketing. She has created successful content marketing and digital marketing/PR for diverse sectors; from healthcare and wellness to global retail and commercial real estate.

B2C 168

B2C Strategy Company How To 168

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

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

ijgolding

JULY 5, 2018

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. I regularly blog about my suffering with various airlines, restaurants, retailers and care hire businesses in the sincere hope that those organisations are listening!

Customer Experience 160

Customer Experience Airlines Retail B2B 160

GetFeedback

JULY 20, 2018

Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. 1. Pick the right customer survey metric.

Survey 186

Survey Net Promoter Score Effort Score Metrics 186