Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

Culture 264

Culture Measurement Customer Centricity Hotels 264

eglobalis

FEBRUARY 25, 2018

bridge silos gap customer experience service. The post Tear Down This Wall: 27 Ways to Bridge the Gap between CX Company Silos appeared first on Eglobalis.

Company 308

Company Customer Experience Customer relationships Customers 308

QuestionPro Audience

FEBRUARY 14, 2018

Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands. However, if the participants are responding arbitrarily, the survey instrument may need some attention in order to get the actionable data necessary to make accurate decisions. It is important to keep survey respondents engaged in order to ensure a positive experience for both parties involved.

Survey 268

Survey Engagement ROI Tips 268

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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

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CloudCherry

FEBRUARY 1, 2018

The modern-day banking customer has evolved over the years. The dawn of the Digital Age has not only made it easier for customers to engage with banking institutions but also given them more choices. Customers are also more aware today. They’re looking for unique and delightful experiences. Experiences that make them want to keep going back to the same company.

Infographics 239

Infographics Banking Policies Loyalty 239

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 280

Customer Experience Customers Innovation Culture 280

QuestionPro Audience

FEBRUARY 15, 2018

2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes. With smart speakers like Amazon Echo, Google Home, and the soon-to-be-released Apple HomePod, consumers have many options when it comes to a digital voice assistant, and the ability to optimize and control lighting, heating, energy consumption, electronic devices and security features.

Consumers 252

Consumers Retail Report Technology 252

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

Experience Matters

FEBRUARY 14, 2018

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.

Feedback 241

Feedback Marketing Customer Experience Company 241

Centriam Customer Experience Lab

FEBRUARY 8, 2018

To help you build or improve your business cases, Centriam built a single page summary — a map of sorts — which outlines twelve different financial gains resulting from customer experience improvements. These twelve drivers are aggregated into five categories.

Financial 218

Financial Customer Experience Customers 218

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?

Feedback 277

Feedback Net Promoter Score Effort Score NPS 277

CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

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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

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

QuestionPro Audience

FEBRUARY 23, 2018

Ridesharing services like Lyft and Uber are here to stay. According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. In fact, U.S ridesharing adoption jumped 15 points to 53% in 2017. This is in part due to the continued popularity among millennials, who make up 57% of all rideshare passengers. They have embraced ridesharing more than any other demographic, driving the growth in the ridesharing economy.

Transportation 239

Transportation Rewards Programs Study Consumers 239

Experience Matters

FEBRUARY 21, 2018

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Why? Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value.

B2B 220

B2B Customer Success Software Technology 220

Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up.

Training 213

Training Culture Customer Service Training Customers 213

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

GetFeedback

FEBRUARY 20, 2018

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

Effort Score 195

Effort Score Customer Experience Measurement Customers 195

CloudCherry

FEBRUARY 26, 2018

Companies have forever been collecting feedback from customers. It’s never the intent that is under question. It’s the outcome – which is where most companies haven’t covered themselves in glory. Despite listening to customers endlessly, they still don’t know how to act on all that feedback. In addition, they’ve set up processes and policies in the name of a Voice of Customer program in order to capture customer expectations and create products/services accord

Infographics 230

Infographics Voice of Customer Policies Feedback 230

Experience Investigators by 360Connext

FEBRUARY 9, 2018

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey?

Touchpoint 207

Touchpoint Customer Journeys ROI Customers 207

QuestionPro Audience

FEBRUARY 12, 2018

Attention, small businesses! According to the U.S. Small Business Administration , there are currently 28.8 million small businesses in the United States. These businesses have played a major role in economic growth because they create so many jobs (1.4 million in 2014!), but getting the business off the ground is a struggle. About two-thirds of small businesses survive 2 years, half will survive 5 years, and one-third will make it to 10 years.

Marketing 239

Marketing Consumers Study Innovation 239

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

Experience Matters

FEBRUARY 26, 2018

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Empl

Employee Engagement 218

Employee Engagement Infographics Engagement Customer Centricity 218

Kayako

FEBRUARY 7, 2018

Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers.

Customer Service 211

Customer Service Training Feedback Interaction 211

GetFeedback

FEBRUARY 27, 2018

Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.

Survey 195

Survey Feedback Customers Company 195

CloudCherry

FEBRUARY 16, 2018

Companies with the best-in-class Voice of Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher. So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.

Voice of Customer 220

Voice of Customer Customer Centricity Culture Feedback 220

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

BlueOcean

FEBRUARY 27, 2018

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care.

Omni-Channel 199

Omni-Channel Social Media Customer Service Contact Center 199

QuestionPro Audience

FEBRUARY 7, 2018

Every good idea should be supported by extensive research. Businesses can’t afford to go to market with a new product that hasn’t been properly researched. If you’re unconvinced, let us remind you of “new Coke”, which was launched in 1985 after Coca-Cola lost market share to their rival, Pepsi. Coke’s decision to alter their traditional recipe resulted in major outcry from consumers, who inundated the company’s call centers with more than 400,000 complaints.

Data 230

Data Tips Survey Call Center 230

Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.

Infographics 205

Infographics Leadership ROI Groups 205