InMoment XI
MAY 11, 2018
Once Upon a Time… It’s the 2nd business day of the month. The Digital Channel Manager just received the monthly scorecard, and she can’t wait to open it and see what her OSAT score is this month! “Oh, yes!” she exclaimed. It was a 72%!!! This was great news, because it was only 69% last. View Article.
Customer Bliss
MAY 9, 2018
Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?
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Vonage
MAY 9, 2018
Many of the ways that a company and its employees can go wrong in serving customers are subtle, but the following five certainly aren’t. If any of these serious customer service missteps are happening, or have happened recently, at your company, it’s time to look into a company culture (and perhaps personnel) overhaul, sooner rather than later. 1. Misleading a customer.
Lumoa
MAY 7, 2018
A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.
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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.
Experience Matters
MAY 10, 2018
This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
MAY 10, 2018
Food, and what consumers expect from food manufacturers and grocery stores, is evolving. Case in point: after almost a decade of discussion, the FDA is now requiring restaurants and food chains with 20 or more locations to post calorie counts. One loud voice leading this charge is the millennial generation. Here are 4 ways millennials are changing the way we eat.
Omnicus
MAY 7, 2018
Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.
Experience Matters
MAY 7, 2018
Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer
Comm100
MAY 10, 2018
Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask
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.
Steve DiGioia
MAY 7, 2018
This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also deal with the occasional upset customer (whether we like it or not).
GetFeedback
MAY 9, 2018
This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. A consumer survey by Imprint Plus found that 32.5% of all shoppers prefer to shop online and another 37.8% prefer a mixture of both online and in-store.
Experience Matters
MAY 9, 2018
We’ve heard from many of our readers that they often use our blog content, especially our videos, as part of their team meetings. They find that the information we share can initiate powerful discussions. We decided to more actively support this usage with a new offering, CX Sparks. These are free guides that we’ve created to help you drive stimulating discussions.
InMoment XI
MAY 7, 2018
A comprehensive CX strategy is incomplete without industry benchmarks and competitive data. Benchmarking your CX scores against other companies in your industry will allow you to identify areas for improvement along with areas to identify your advantages. This will ensure you not only make better decisions, but the right decisions for your CX program.
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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.
QuestionPro Audience
MAY 7, 2018
We happily admit it: here at QuestionPro Audience, we are research and data nerds. We love to know the latest research, and if it’s in an informative and easy-to-read infographic, even better! We’ve compiled this week’s best infographics, for your reading and visual pleasure. Enjoy! 1 – MUSIC’S GENDER GAP . Last.fm compared their listening data to awards and festivals from the last 16 years to find out if female artists are being rewarded as much as they are being listened to.
CX Accelerator
MAY 8, 2018
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?
Alida
MAY 8, 2018
Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.
InMoment XI
MAY 11, 2018
Once Upon a Time… It’s the 2nd business day of the month. The Digital Channel Manager just received the monthly scorecard, and she can’t wait to open it and see what her OSAT score is this month! “Oh, yes!” she exclaimed. It was a 72%!!! This was great news, because it was only 69% last. View Article.
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.
ijgolding
MAY 10, 2018
I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’ No – is the simple answer. When customer experience is your passion; your vocation; and you have a desire to share thought, knowledge and opinion; then identifying suitable topics to write about is
Customer Bliss
MAY 7, 2018
They share freely. They have our back. They are there, in good times and bad. They always have our best interest in mind. They are brave. This describes our moms. It also describes companies who follow her lead in how they grow their business. The lessons we learned as kids stick with us. And often they have our mom’s face all over them. Her lessons, her rules, and her sayings are still in our heads.
GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
InMoment XI
MAY 9, 2018
Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.
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.
CX Journey
MAY 9, 2018
Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition over retention ? Despite the fact that the cost of bringing in new customers is much higher than the cost to keep existing customers, companies place a disproportionate focus on marketing and advertising in order to attract new cu
IntouchInsight
MAY 9, 2018
Meet the latest addition to the Intouch product family, our customer experience management software, LiaCX.
GetFeedback
MAY 8, 2018
Great customer support is about to sustain your business. Why measure is about quality, not quantity. Learn how to measure .
InMoment XI
MAY 9, 2018
Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.
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
NICE inContact
MAY 9, 2018
Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! And in the midst of all this, agent productivity has improved, average call handle time has been reduced by 30% and call transfers have been reduced by 5%. This is MoneyGram International since it unified all 11 contact centers with a single solution, NICE inContact’s CXone integrated CX cloud platform.
Omnicus
MAY 8, 2018
Create a seamless customer experience to boost your revenue.
Customer Bliss
MAY 10, 2018
In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss. Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the ce
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