InMoment XI
AUGUST 30, 2019
This article was originally published by the CXFocus Magazine. Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. However, this actually makes the case for CX stronger. View Article.
Experience Investigators by 360Connext
AUGUST 27, 2019
The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation! Personalization! Blockchain Technology!
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Bliss
AUGUST 27, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Buying an extended warranty sometimes feels like burning money to me. If I don’t buy it, I need it. If I do buy it, I need it one minute, one hour or one day after the warranty runs out, and if I do call just a bit after it runs out, the answer is, “Sorry, the warranty is over.̶
GetFeedback
AUGUST 30, 2019
Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers? With their opinions, concerns, and demands? . That’s where surveys come in. .
Advertisement
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.
InMoment XI
AUGUST 28, 2019
Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious. A report by Prophet cites that 81% of consumers are unsatisfied with their healthcare experience, and that the happiest consumers are those who interact with the system the least.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
AUGUST 29, 2019
Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they order? And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different.
GetFeedback
AUGUST 26, 2019
You have a good Customer Satisfaction Score (CSAT) but you want to make it even better. Here's proven-to-work tips on how to improve your CSAT score.
CloudCherry
AUGUST 26, 2019
Photo by Austin Distel. Photo by Ambrose Chua. Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019.
QuestionPro Audience
AUGUST 27, 2019
What is an online panel? An online panel is an online group of pre-selected people that are both interested and willing to participate in a market research study, online focus groups, online surveys , etc. These groups of people could be your current customers, future customers, sales leads or could very well simply be people with common interests and beliefs.
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.
Alida
AUGUST 27, 2019
Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program.
Lumoa
AUGUST 25, 2019
Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.
CloudCherry
AUGUST 27, 2019
Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience. Technically, it’s really just a shared definition of an outstanding experience.”. So, we have the WHAT. But, wouldn’t it be nice to know WHY it’s critical to have a firm grip on this ‘compass’, and HOW to best create one?
C3Centricity
AUGUST 26, 2019
More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t want to be automatically segmented and followed as they go about the web, viewing different sites.
Advertisement
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.
InMoment XI
AUGUST 26, 2019
Australia Post’s Parcel Delivery Experience Transformation Team (PDET) raised NPS by 27% and Saved $1.7m in Cost Savings A key initiative of Australia Post’s Parcel Delivery Experience Transformation Team (PDET) is the “Text Your Choice” program, which allows customers ease in choosing their preferred method of parcel delivery. Text Your Choice has significantly raised NPS.
GetFeedback
AUGUST 26, 2019
Measuring Customer Satisfaction Score (CSAT) can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. . To calculate your company’s CSAT Score , you have to take the number of satisfied customers (those who selected the top two choices in your scale) and divide that number by the
CloudCherry
AUGUST 26, 2019
You might have heard the news. If you haven’t please find it here. . It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream. I now recognize that tiny bunch for what they are – absolutely the best crew in the universe! . I have written countless internal mails during this journey – many of them ultimately became our Culture Manual but this might be the most groundbreaking one of them all.
NICE inContact
AUGUST 27, 2019
Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated.
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.
BlueOcean
AUGUST 26, 2019
Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience. The result is a design that celebrates the company’s commitment to its clients’ customers.
GetFeedback
AUGUST 26, 2019
Download our free Customer Satisfaction Score (CSAT) toolkit for customer satisfaction best practices, a free CSAT survey template, and much more.
CloudCherry
AUGUST 26, 2019
You might have heard the news. If you haven’t please find it here [link]. It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream. I now recognize that tiny bunch for what they are – absolutely the best crew in the universe! It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.
NICE inContact
AUGUST 28, 2019
Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. However, the reality is that, just like a song isn’t one note, you need more than one way to capture all of the tones in your customers’ voice.
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.
Kristina Evey
AUGUST 27, 2019
Losing customers and customer churn are a huge concern for businesses everywhere, yet many leaders don’t know what to do … Read More Episode 63 – Preventing Customer Churn and Winning Back Lost Customers. The post Episode 63 – Preventing Customer Churn and Winning Back Lost Customers appeared first on Kristina Evey.
GetFeedback
AUGUST 30, 2019
Listening to what your customers have to say and providing what they want is fundamental to the success of your.
Beyond Philosophy
AUGUST 25, 2019
Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is yes.). People act differently in various types of relationships and transactions. This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast.
Wired and Dangerous
AUGUST 26, 2019
Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Many have rules like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.” Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.” There are restaurants that communicate what they think of young guests by the size of their “children’s menu.
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
TechSee
AUGUST 27, 2019
According to Aberdeen Research , 82 percent of companies have experienced unplanned machine downtime over the past three years, costing as much as $260,000 an hour. Unplanned downtime can result from a wide range of causes, including excessive tool or job changeover, but equipment failure and unanticipated maintenance remain the biggest concerns for most companies, hindering the drive toward the highest possible Overall Equipment Effectiveness score.
GetFeedback
AUGUST 26, 2019
How to measure your Customer Satisfaction Score (CSAT) and use the insight to optimize your customer experience (CX) program.
Beyond Philosophy
AUGUST 30, 2019
The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question!
Expert insights. Personalized for you.
150 
Let's personalize your content