Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

Experience Matters

JANUARY 15, 2018

Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.

Technology 240

Technology Customer Experience Customers 240

QuestionPro Audience

JANUARY 14, 2018

What is a Research Panel? A research panel is a pre-qualified community of individuals with relevant backgrounds who have agreed to participate in quantitative and qualitative research initiatives that will ultimately provide the researcher with insights on various products or services. What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel.

Software 239

Software Management Analytics Survey 239

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

CloudCherry

JANUARY 18, 2018

Earlier, customers bought products, chose services and established opinions about brands based on various factors such as cost, quality of product and so forth. Today’s market, however, is a different ball game. Some businesses flourish and prosper, while some find it hard to sustain over the long term. The one aspect that strings these two opposite cases is the element of EXPERIENCE.

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

Experience Matters

JANUARY 16, 2018

This is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience. So enjoy the updated eBook: The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers Just like the three laws that govern all of physics, there are a set of fundamental truths about how customer experience op

eBook 0

eBook Customer Experience Government Customers 0

QuestionPro Audience

JANUARY 17, 2018

The Consumer Electronics Show (CES) is an annual trade show where the consumer technology world goes to introduce their newest innovations to the marketplace. Some of these innovations are not necessarily going to be unleashed to the marketplace, but garner attention for the brand, such as the car-sized drone a Chinese company EHang unveiled in 2016.

Consumers 236

Consumers Innovation Technology Measurement 236

ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world. So as I boarded my flight to Dubai on Monday morning, I did so with slightly lower levels of my usual optimism than normal.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

InMoment XI

JANUARY 16, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.

Healthcare 200

Healthcare eBook Loyalty Technology 200

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Promoter.io

JANUARY 18, 2018

At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Maybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business. Or, maybe it was a software company that built […]. The post 11 Examples of Exceptional Customer Service From Companies That Walk the Walk appeared first on Promoter.io Blog.

Exceptional Customer Service 174

Exceptional Customer Service Examples Company Customer Service 174

QuestionPro Audience

JANUARY 19, 2018

After months of waiting, and proposals from 238 cities, Amazon has announced their short list of potential cities for its second headquarters (HQ2). The company had a few prerequisites: a metropolitan area with a population of greater than one million and the ability to attract and keep strong technical talent. The list of finalists surprised many, as it included locations that aren’t thought to be technology havens, such as Columbus and Indianapolis, and rejected applications from Detroit, Phoe

Study 230

Study Innovation System Meeting 230

GetFeedback

JANUARY 16, 2018

Consumers count on each others' opinions to make smart purchase decisions. Review Trackers' Megan Wenzl shares 3 ways to generate consistent online reviews.

Consumers 150

Consumers 150

InMoment XI

JANUARY 16, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.

eBook 0

eBook Loyalty Healthcare Technology 0

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Customer Bliss

JANUARY 19, 2018

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad.

Retail 135

Retail Connections Culture Study 135

NICE inContact

JANUARY 18, 2018

In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals. Critically, this will mean that the opportunities provided to the business – both soft and hard benefits – will far exceed the cost of providing the experience center.

Contact Center 122

Contact Center Self Service Call Center Data 122

Kerry Bodine

JANUARY 16, 2018

Journey mapping has become a regular practice both inside and outside of customer experience organizations. But are you getting the full mileage from your journey mapping efforts—or did your efforts stall upon delivery of the maps? Join me as I share the power of customer journeys to develop your self-service strategy. Following my presentation, Solvvy CEO Mahesh Ram will discuss how emerging advances in self-service technology compliments the journey mapping model and is paving the way to next

Self Service 0

Self Service Customer Journeys How To Touchpoint 0

Michelli Experience

JANUARY 19, 2018

Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Many forward-thinking enterprises are employing ongoing performance management tactics like Objectives and Key Results (OKRs) and continuous feedback loops to help teams a sense of purpose in their roles.

Employee Engagement 127

Employee Engagement Engagement Effort Score Measurement 127

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Customer Bliss

JANUARY 18, 2018

Overview. “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. I expect to be treated a certain way when I’m buying their products and services, and that’s my goal as I approach this work.” In this episode, Kathy talks to me about her path to the role of leader of customer experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Beyond Philosophy

JANUARY 15, 2018

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.

Hotels 145

Hotels Customer Experience Brands Training 145

Experience Matters

JANUARY 18, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. This first infographic looks at CX efforts and the ROI of those activities. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.

Infographics 140

Infographics ROI Groups Data 140

Customers That Stick

JANUARY 15, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service Training 145

Customer Service Training Training Customer Service Customers 145

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

CX Journey

JANUARY 17, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin. This post was originally published on his blog on October 2, 2017. Do you have a stakeholder map? Is it up-to-date and do you use it? Those questions frequently come up when I’m working with clients. In either training or coaching, the need to "know your stakeholders" is a common one.

Effort Score 127

Effort Score Exercises Analytics Groups 127

GetFeedback

JANUARY 16, 2018

Great customer service leads to happy customers, higher retention, and more revenue.

Omni-Channel 150

Omni-Channel Feedback Customer Service Customers 150

Michelli Experience

JANUARY 17, 2018

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} Make It Easy or Turn Out the Lights appeared first on Joseph Michelli.

Infographics 113

Infographics Consulting Customer Experience Company 113

Michel Falcon Experience

JANUARY 16, 2018

In this video, I’m going to share five customer experience strategies, that will grow your profit, and help you build a successful company. I know that these strategies work, because I use them within my business on a daily basis. My company does over eight figures a year in revenue, and has over 100 employees. I’ve also used these strategies when consulting for companies like McDonald’s, Blue Cross Blue Shield, and Lexus.

Strategy 128

Strategy Customer Experience Tips Social Media 128

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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

ROI

Beyond Philosophy

JANUARY 17, 2018

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20. This leads me to the concept of fungibility. Unless you are an economist, you have probably never heard the word fungibility.

Entertainment 125

Entertainment Customers Consulting Meeting 125

InMoment XI

JANUARY 18, 2018

GenderGraphics: The study of differences between men and women according to their psychological makeup…how their attitudes, values, fears, etc. differ from each other. In retail auto, how the genders differ in their wants, needs and desires when buying or servicing a vehicle. It’s 2018, and some are saying that this might very well be the.

Retail 100

Retail Customer Experience Study Customers 100

Michelli Experience

JANUARY 16, 2018

So, who’s in your home? Is it Alexa, Siri, or Google? If none of them occupy a nightstand or counter space, it is likely only a matter of time. Voice Activated Assistants and Voice Internet Access. Of course, I am talking about voice-activated digital assistants and according to Brian Braiker’s Ad Age article titled What Really Works in Voice — And Why Google is Smarter than Amazon , 55% of all US households will have at least one digital assistant by 2022.

Consulting 113

Consulting Travel Trends Course 113