Topdown
JULY 2, 2018
Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize.
Customer Guru
JULY 3, 2018
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course. This blog discusses what customer experience lessons one can learn from the best-in-business SaaS brands.
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Alida
JULY 4, 2018
Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to realize your customer experience strategy as soon as possible. While customer experience (CX) transformation is an urgent matter, a CX strategy without direction guarantees pitfalls. According to Forrester Research, a focus on CX is a must in the age of the customer.
InMoment XI
JULY 2, 2018
In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article.
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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.
TechSee
JULY 3, 2018
“Instruction manuals” The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes. But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 4, 2018
I read recently about a senior manager at a prominent organization who was considering stopping their CX programme because he believed he could get everything he needed to know about the voice of the customer solely from social media. I have some concerns here and in this Café post, we talk about some of the. View Article.
Vonage
JULY 3, 2018
There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Do you know who else is listening? Venture capitalists. Investors take customer success seriously when assigning value to your business.
QuestionPro Audience
JULY 3, 2018
To celebrate America’s Independence Day, we put together this infographic with facts and figures to show how Americans are celebrating. Please refer to the firework section before you light anything tomorrow! We wish you a happy and safe 4th of July from QuestionPro Audience.
Maru/HUB
JULY 2, 2018
Last month we talked about survey fatigue and how to produce a well-designed survey that’ll allow you to get the most actionable information with little effort from the respondents. However, prompted customer service surveys are much more difficult to even get the respondents to complete, never mind extract information from. That’s why this week we’ve put together some best practices that will not only make participants complete a full customer service survey, but also result in more insightful
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.
ReviewTrackers
JULY 2, 2018
This article is written by Holly Rollins. Holly is the president and owner of 10x digital. She has more than 20 years experience in marketing, public relations, digital marketing and content marketing. She has created successful content marketing and digital marketing/PR for diverse sectors; from healthcare and wellness to global retail and commercial real estate.
InMoment XI
JULY 4, 2018
I read recently about a senior manager at a prominent organization who was considering stopping their CX programme because he believed he could get everything he needed to know about the voice of the customer solely from social media. I have some concerns here and in this Café post, we talk about some of the. View Article.
AskNicely
JULY 3, 2018
Marketing and Customer Success: Do you know how to activate your Wonder Twin powers? . Wait, who or what are Wonder Twins? You may remember the the Wonder Twins from the SuperFriends cartoon TV series. They are Zan and Jayna, alien siblings from the planet Exxor with shapeshifting abilities — but they can only activate them when they touch hands. Zan has the ability to morph into any form of water, while Jayna can transform into any animal.
Vonage
JULY 6, 2018
Customer service is not always easy to pull off, and it's certainly not something that “just takes care of itself” or is “just common sense.” However, there are some parts of delivering great customer service–or, more accurately, avoiding poor customer service–that are straightforward, easy to fix, and high-impact. Here, I’ll highlight a handful of these customer service “worst practices” and provide an achievable solution for each that can get your customer service back on track.
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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.
ReviewTrackers
JULY 5, 2018
The food delivery industry is booming. “Consumers are staying home more than ever before and, increasingly, even when they’re eating out, they’re eating in,” writes Matthew Cochrane in an article in the Motley Fool. The U.S. home delivery food market will increase 79 percent in the next five years, according to the investment firm Cowen. In addition, in the first quarter of 2018, active diners on Grubhub increased 72 percent year over year at 15.1 million, according to a release from Grubhub. .
InMoment XI
JULY 4, 2018
I read recently about a senior manager at a prominent organization who was considering stopping their CX programme because he believed he could get everything he needed to know about the voice of the customer solely from social media. I have some concerns here and in this Café post, we talk about some of the. View Article.
IntouchInsight
JULY 6, 2018
Watch now! A 2-minute overview about how you can use IntouchCheck mobile form software to build your own mobile forms, save time, and find & fix issues faster.
ijgolding
JULY 5, 2018
Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. I regularly blog about my suffering with various airlines, restaurants, retailers and care hire businesses in the sincere hope that those organisations are listening!
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.
Experience Matters
JULY 2, 2018
Effort is one of the three components of a customer’s experience (along with success and emotion), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Effort Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric.
InMoment XI
JULY 2, 2018
In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article.
IntouchInsight
JULY 5, 2018
Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees.
Kayako
JULY 6, 2018
Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact. But are businesses meeting customer expectations when it comes to live chat support? The answer is a resounding no.
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
JULY 5, 2018
Episode 4 – It’s All About the Money. Focus on CX to Grow Profits. Shownotes: Money and profits – not bad words. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers.
Retently
JULY 2, 2018
Satisfied clients don’t just help your company generate more leads and acquire more business; they also enable you to increase the customer lifetime value , reduce your churn rate and finally bring in more revenue. How likely are your customers to recommend you to their friends, colleagues and work acquaintances? Wouldn’t it be convenient if there was a metric that you could use to assess that?
Customer Bliss
JULY 3, 2018
How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.
Experience Investigators by 360Connext
JULY 2, 2018
What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even MORE from you.
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
Kristina Evey
JULY 5, 2018
Episode 4 – It’s All About the Money. Focus on CX to Grow Profits. Shownotes: Money and profits – not bad words. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers.
Retently
JULY 2, 2018
There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. Ask the right NPS question to get a constant pulse on your customer satisfaction and you will gain an accurate understanding of how your company, product or service is perceived.
CX Journey
JULY 5, 2018
Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017. Data is just data until you do something with it, right?! That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data. In December 2017, I hosted a webinar with Logi Analytics titled 5 Steps to Making Data Actionable , in which I shared tips on moving beyond data for the sake
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