Hero Digital
DECEMBER 27, 2018
Today, the customer journey spans across digital channels (websites, mobile apps, smart TVs) and physical ones (in-store shopping, face-to-face financial planning meetings, doctor-patient appointments). No matter the industry, customers expect a frictionless journey across every touchpoint, online and off, as if there were no separation between them.
TechSee
DECEMBER 27, 2018
You’ve heard of the Nightmare Before Christmas, but for retailers, especially those carrying consumer tech products, the real horror begins after gifts are opened. Here’s why some companies are hoping augmented reality will help them sleep easy. This holiday season, Santa will be delivering hot consumer products all across the globe. And if the big guy doesn’t come through?
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One Millimeter Mindset
DECEMBER 26, 2018
It never ceases to amaze me how many local businesses – particularly micro and small businesses – rely on customer told stories to attract and retain customers. Social word-of-mouth, via reviews on sites like Yelp. Or five-point scorecard feedback on post card mailings (yes, mailings instead of emailing). Or nicely crafted stories by website copywriters, who never have used their clients’ products and services.
GetFeedback
DECEMBER 27, 2018
The term "customer experience" gets thrown around a lot, but what does a great customer experience look like? Here are five qualities that define it.
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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.
Customer Bliss
DECEMBER 26, 2018
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
DECEMBER 27, 2018
What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place. All this and more is part of a relationship between you and the consumer called the customer experience (CX).
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback.
AskNicely
DECEMBER 28, 2018
Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. An advantage of a simple, quick NPS survey is that it garners higher response rates from customers and clients. While the average email click-through rate ranges from 3 to 9% , done correctly NPS survey click through and response rates can be as high as 40% or more.
Experience Matters
DECEMBER 27, 2018
Last year Temkin Group labelled 2018, The Year of Humanity. With all of the discord and tension throughout the world, it seemed like a good time to promote the following mindset: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion. Tune into the condition of the people around us and care about their well-being.
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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 Guru
DECEMBER 23, 2018
As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. So, it is imperative that all brands focus more on the customer. These resolutions in the new year will certainly be a start! The post 19 Customer Experience resolutions for 2019 appeared first on Customer Guru.
GetFeedback
DECEMBER 26, 2018
Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do.
Customer Bliss
DECEMBER 28, 2018
Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation. Patricia shared a detailed account regarding how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
ShepHyken
DECEMBER 26, 2018
“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys : Price: Let’s get this one out of the way first.
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.
NICE inContact
DECEMBER 26, 2018
An Outbound IVR is one of multiple different outbound tools – others are Predictive Dialers and Robocallers – that can be part of a contact center solution. Essentially, an Outbound IVR is used to proactively reach out to a large number of customers in a personalized manner using different interaction channels, such as voice messages, SMS / text messages or emails. .
GetFeedback
DECEMBER 26, 2018
We all want to feel appreciated, and your customers are no different. In fact, according to research conducted by the Peppers & Rogers Group , up to 60% of customers will stop dealing with a business that they feel is indifferent to them. So how can you make your customers feel appreciated? Believe it or not, a simple customer “thank you” email can go a long way in creating a positive customer experience and brand perception.
Oracle
DECEMBER 26, 2018
As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Companies have applied artificial intelligence and machine learning to everything from customer success programs to healthcare. This year, brands explored the right questions to assess AI readiness, as outlined in “Ready for Machine Learning and Artificial Intelligence?
ShepHyken
DECEMBER 28, 2018
This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Millennials (those youngsters born between 1981 and 1996) represent more than 25% of the nation’s population, which is why it makes perfect sense that if they have a preference for how to communicate with businesses today (from fast food to fashion), those businesses are going to sit up and take notice!
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.
NICE inContact
DECEMBER 26, 2018
Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. How many times each week do your conversations start with “If only” or “What if”? As in, “If only we could personalize our customer experience (CX) more easily” or “What if we could consolidate routing across our entire contact center operation?
GetFeedback
DECEMBER 27, 2018
Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from.
Oracle
DECEMBER 24, 2018
2018 was a year of significant innovation within the marketing world. Marketing thinkers, practitioners, and business leaders shared great insights this year. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. Balancing data with humanity in marketing. “Data allows us to reach into places we haven’t had access to before, anticipating unmet needs, having empathy.
ShepHyken
DECEMBER 24, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. (Freshdesk) Customer service teams now have more resources at their disposal than ever for understanding and assisting customers.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
ProProfs Chat
DECEMBER 27, 2018
You must have heard this a lot: Customers want their issues resolved, and they want it done now. And why shouldn’t they? They are aware that organizations use tools like live chat software , ticketing systems, and online repositories to make the support process seamless. When it comes to instant support, we think of live chat and chatbots. They both have resulted in more sales, revenue, and a boost in customer loyalty.
GetFeedback
DECEMBER 26, 2018
Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. The platform’s robust offerings and ease of integration have long set it apart from competitors, and the numbers prove it—the software giant saw $10.48 billion in total revenue in fiscal 2018. But most modern CRMs, including Salesforce, lack one large piece: customer surveys.
Beyond Philosophy
DECEMBER 28, 2018
Thanks for all your support! Please do a review and tell your friends and colleagues about the podcast. The post Christmas And New Years Message appeared first on.
Oracle
DECEMBER 27, 2018
In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level. Here are 5 customer experience trends that shaped the last year. Cloud technologies powered a better customer experience.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
CX Journey
DECEMBER 27, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018. Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome. Your culture transformation, your employee experience transformation, and your customer experience transformation are not cake walks.
GetFeedback
DECEMBER 27, 2018
The benefits of online surveys are vast. In fact, Pew Research noted that online surveys are one of the cheapest, most convenient means of data collection that include very limited influence from social bias. Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your orga
ShepHyken
DECEMBER 25, 2018
The Gig Economy. Cost-Effective Customer Support in an On-Demand Society. Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business.
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