Lumoa

NOVEMBER 19, 2017

For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. There are no resources to read it through. While server space is cheap, and this might feel like an easy way to make customers believe you listen to them, don’t do like this. You are just wasting your customers’ time and fooling yourself at the same time.

Feedback 285

Feedback Net Promoter Score NPS Survey 285

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours. Now, 39% of modern consumers expect a reply within four hours. 55% of Twitter and Facebook users expect to hear back even faster.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Experience Matters

NOVEMBER 24, 2017

Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics.

Net Promoter Score 324

Net Promoter Score Company NPS Metrics 324

QuestionPro Audience

NOVEMBER 21, 2017

Thanksgiving is almost here, and to many Americans, that means turkey, football and Black Friday shopping. Love it or hate it, it’s become something of an institution in the United States. The day after Thanksgiving first became popular among shoppers in the late 1920s, when Macy’s department store advertised holiday sales during their annual Thanksgiving Day parade in New York City.

Apparel 191

Apparel e-support Infographics Retail 191

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

ijgolding

NOVEMBER 22, 2017

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 AD, Chester is one of the best preserved walled cities in Great Britain. With museums, a theatre, a Roman amphitheatre, a river, a canal and mediaeval building a plenty, Chester is a not just a great place to live, but a fantastic city to vi

Travel 379

Travel Customers Social Media Banking 379

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.

Loyalty 161

Loyalty Analysis Study Consumers 161

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. You can expect to increase your CX prowess and learn new strategies and insights from some of the world’s most dynamic experts and customer-centric brands.

Customer Centricity 150

Customer Centricity Leadership Strategy Brands 150

QuestionPro Audience

NOVEMBER 21, 2017

Happy Thanksgiving from QuestionPro Audience! Thanksgiving is a time to gather with family and friends and give thanks. Here’s wishing you a relaxing holiday with good food and even better company. QuestionPro wants to prepare you for the inevitable moment when you’re searching for a safe, non-political topic to chat with your great aunt about, so we’ve compiled a list of fun facts you may not know about Thanksgiving—check out our infographic below.

Infographics 150

Infographics Company 150

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there's phone, email, FAQs, knowledge bases, forums, chat, social media, and much more.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Experience Matters

NOVEMBER 23, 2017

Many people who read this blog are celebrating Thanksgiving and will be exchanging “Happy Thanksgiving” greetings throughout the day. But I’m pretty sure that overdosing on turkey and stuffing is not the most expedient path to long-term happiness (although I don’t have any data to support my hypothesis). So what is a better path to happiness?

Data 145

Data Customer Experience Customers 145

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. You can expect to increase your CX prowess and learn new strategies and insights from some of the world’s most dynamic experts and customer-centric brands.

Customer Centricity 0

Customer Centricity Leadership Strategy Brands 0

Kristina Evey

NOVEMBER 20, 2017

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better. We caught the last part of the colors and the temperatures were crisp and best of all… NO RAIN.

Customer Experience 245

Customer Experience Sports Customers Customer Journeys 245

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore?

Customer relationships 135

Customer relationships Airlines Consulting Customers 135

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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.

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Customer Bliss

NOVEMBER 22, 2017

I hope you’re all taking some time to enjoy being with loved ones, eating, and relaxing. But I know many of you are busy professionals and you may even be using some of your time off to catch up on industry news or your own work. So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past y

Chief Customer Officer 0

Chief Customer Officer Exercises Groups Industry 0

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.

Self Service 120

Self Service Interaction Multi-Channel Contact Center 120

Kerry Bodine

NOVEMBER 22, 2017

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. So without further ado… We hope you’ll join us in one of these fun locations next year for our signature two-day workshop! February 27 & 28 in San Francisco. May 16 & 17 in Chicago. September 12 & 13 in Boston. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the ski

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Beyond Philosophy

NOVEMBER 21, 2017

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns.

Retail 124

Retail Rewards Programs Sales Loyalty 124

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

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”. Unhappy with the bill – “it costs too much for this product that doesn’t do what I thought it did.”.

How To 0

How To Customer Service Training eBook Training 0

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

Kerry Bodine

NOVEMBER 22, 2017

Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The video of presentation will be posted online sometime in the next few months, but I didn’t want to wait that long to share my thoughts. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award winners, and many energizing

Technology 120

Technology Conference How To Trends 120

Customer Bliss

NOVEMBER 21, 2017

Overview. Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program. In this episode, I speak with Marc Riesenberg , Director of Marketing for Coding with Kids, who spoke about implementing a CX program and improving the UX while serving

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

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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

Uniphore

NOVEMBER 20, 2017

Robotic Process Automation (RPA) has been one of the most revolutionary products of enterprise technology in the last few years, stirring the winds of change in the business world by enabling increased productivity at reduced costs, and one which will likely eventually be leveraged in just about every industry. In fact, according to a recent report by McKinsey and Company , it’s predicted that automation technologies, such as Robotic Process Automation, (RPA) will have a potential economic impac

Industry 0

Industry Report Technology Company 0

ShepHyken

NOVEMBER 22, 2017

There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it.

Survey 92

Survey How To NPS Customer Service Training 92

Beyond Philosophy

NOVEMBER 22, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing.

e-support 89

e-support Banking Culture Consulting 89

Totango

NOVEMBER 22, 2017

Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer Success 85

Customer Success Conference Customer Centricity Customer Engagement 85

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

mopinion

NOVEMBER 23, 2017

Still haven’t cracked the code on growth hacking? Don’t worry, it’s probably every bit as mysterious to you as the next startup – so don’t get discouraged. While the term has been around for several years now (since 2010 to be exact), the concept has not yet fully been grasped by everyone. Put simply, growth […]. The post 10 Must-Read Growth Hacking Guides appeared first on Mopinion.

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ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Are you paying attention to what your customers are saying on social media?

Social Media 90

Social Media Customer Service How To B2B 90

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. Author: Pauline Ashenden As we approach Christmas, the festive shopping season is moving into top gear. Big retail adverts are hitting the screen, with UK companies spending an estimated £6 billion to reach shoppers as they fight to differentiate themselves from competitors.

Retail 73

Retail Customer Experience Self Service Ecommerce 73