Survicate

NOVEMBER 28, 2018

Are you planning to email a survey, but writing the subject line is holding you back? . Do you fear that any subject line you’d come up with would fail to engage your audience? I’m not surprised. 35% of recipients open emails based on the subject line alone, after all. So, it’s safe to assume the success of your email survey and its response rate depend on your ability to write catchy subject lines.

Survey 56

Survey Engagement How To Travel 56

Experience Matters

NOVEMBER 26, 2018

You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why. Let’s start with a basic premise that no individual experience exists in a vacuum. People form their opinions about any experience based on a collection of different factors. The more we can understand those factors, the better we can extrapolate the insights about a single personal experience to form a deeper understanding

Data 264

Data Customer Experience Company Customer Connectedness 264

Topdown

NOVEMBER 29, 2018

For the past few years, we here at Topdown have been focusing on ways to improve your organization’s customer experience (CX). We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes. To help you get started down this path, we created a special-edition eBook as a thought-starter to create strategies for identifying key business indicator (KPI) metrics that he

Metrics 48

Metrics Strategy Customer Experience eBook 48

GetFeedback

NOVEMBER 30, 2018

Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over. Given these expectations, implementing a live chat feature should be a no-brainer for your business.

Customer Service 236

Customer Service Survey Customers Tips 236

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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

Steve DiGioia

NOVEMBER 26, 2018

This original article was written by Steve DiGioia. Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? I was thinking back to my daughter’s high school awards ceremony. She, as well as over 100 other students, were being recognized for their athletic and academic achievements.

Customer Service 239

Customer Service Customers Management 239

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Antoinette leads this state department that provides public health insurance to the citizens of Colorado through their Health First Colorado Medicaid program and the Child Health Plan Plus; they cover approximately 1.3 million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

InMoment XI

NOVEMBER 29, 2018

A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. View Article.

Trends 150

Trends Chief Customer Officer Customer Experience Customers 150

AskNicely

NOVEMBER 28, 2018

NPS Benchmarks are increasingly of interest. However, it’s not just about “what is a good NPS score?” Advanced NPS users know the most value is had by taking the score out of the boardroom and straight to the frontline staff. So, what does that winning process unlock for them? New research shows it can increase a company’s likelihood of net-negative churn and faster revenue growth.

NPS 150

NPS Net Promoter Score Study Groups 150

Vonage

NOVEMBER 27, 2018

If your company has limited resources and modest means, there are still ways to follow in the footsteps of the customer service-focused companies with nearly unlimited budgets that you hear so much about: Apple and Zappos, Mercedes-Benz and Lexus, Amazon and Nordstrom. . Consider this: None of these venerable brands initially commanded the kind of resources they have today.

Resources 145

Resources Company Customer Service Customer Retention 145

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

Customer Bliss

NOVEMBER 27, 2018

In my new 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?

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

InMoment XI

NOVEMBER 27, 2018

T’was the month before Christmas and all through the house, all the creatures were clicking…ordering gifts via Amazon.com! Our household enjoys the convenience of “window-shopping” and making purchases from the comfort of our laptop (not fighting crowds or wasting gas). We happily anticipate hearing the doorbell ring knowing our perfectly chosen items have just been delivered. .

Retail 150

Retail 150

Beyond Philosophy

NOVEMBER 29, 2018

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also.

Customer Experience 167

Customer Experience Retail Connections Consumers 167

Kayako

NOVEMBER 30, 2018

It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. When you’re small and nimble, you might be able to get by with just your Outlook inbox and a contact phone number for a while. But eventually, every growing business needs to find a solution to customer support—enter help desk software.

Self Service 125

Self Service Multi-Channel Software Social Media 125

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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

NICE inContact

NOVEMBER 28, 2018

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations: .

Contact Center 121

Contact Center How To Call Center Tips 121

Kerry Bodine

NOVEMBER 26, 2018

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”. May 8 & 9 in Chicago : Our newest workshop on journey mapping and facilitation, which will prepare you to run successful customer research sessions.

Customer Journeys 120

Customer Journeys Sales Customers 120

Joe Rawlinson

NOVEMBER 28, 2018

Telegrams first gave way to the telephone which were then made obsolete by smartphones. Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. But instead of waiting for problems to appear and then go about solving them, why not anticipate customer demands in advance?

Customer Service 144

Customer Service Hotels e-support Customers 144

Kayako

NOVEMBER 30, 2018

It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. When you’re small and nimble, you might be able to get by with just your Outlook inbox and a contact phone number for a while. But eventually, every growing business needs to find a solution to customer support—enter help desk software.

Software 120

Software Self Service Multi-Channel How To 120

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

NICE inContact

NOVEMBER 30, 2018

One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, and with a little bit of mom’s help set up a lemonade stand on the corner and hoped some of your friends’ parents would buy a glass or two.

Touchpoint 121

Touchpoint Customer Retention Financial Customer Journeys 121

Kerry Bodine

NOVEMBER 26, 2018

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”. May 15 & 16 in Chicago : Our newest workshop on journey mapping and facilitation, which will prepare you to run successful customer research sessions.

Customer Journeys 120

Customer Journeys Sales Customers 120

GetFeedback

NOVEMBER 30, 2018

An inside look into GetFeedback's best practices for live chat customer service.

Customer Service 150

Customer Service Customers 150

Wired and Dangerous

NOVEMBER 26, 2018

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.

Social Media 117

Social Media Entertainment Hospitality Travel 117

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

NICE inContact

NOVEMBER 28, 2018

This is not some get rich quick scheme. If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe it’s high agent turnover or absenteeism. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

ShepHyken

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund.

Video 127

Video Social Media Customer Service Training Customers 127

Beyond Philosophy

NOVEMBER 30, 2018

Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on.

eBook 121

eBook Resources Customer Experience Customers 121

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that.mapping tools had to evolve because people failed to see the value in mapping with the then-current approaches; in addition, maps were not proving to be that catalyst for change that they are designed to be.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

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

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. First generation ACDs (Automatic Call Distributors) plus significant global telephony and Internet build-outs of the dot-com age made this technically feasible.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

ShepHyken

NOVEMBER 27, 2018

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . . Top Takeaways: The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re trying to

Customer Journeys 110

Customer Journeys Customer Centricity Social Media Survey 110

Beyond Philosophy

NOVEMBER 26, 2018

My local diner has a menu that looks like a spiral-bound book. “Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs. On a recent visit, I planned on having a sandwich, but the menu gave me pause. Maybe I really wanted breakfast.

Ecommerce 109

Ecommerce Comparison Study Consulting 109