QuestionPro Audience

DECEMBER 29, 2017

Whether you have a “word”, resolution, planning day, or other tradition for New Year’s Day there is one thing that you have in common with pretty much every other person on the planet…a need to be happy. If you choose a word to inspire you for the new year, your ultimate goal from that is happiness. If you make a resolution to eat better, exercise more, spend more time with family, etc. the end result that you are searching for is happiness.

Exercises 210

Exercises 210

CloudCherry

DECEMBER 28, 2017

Startups by nature are ever evolving. Everything in nature is. Believers in Darwinism would vouch for the benefits of evolving faster than the ecosystem. Startups with a short half life would do well to read up on the Origin of the Species and fast forward to today. That was the overarching thought with which the management team decided to shun data and connectivity to solve some wicked challenges confronting us using the power of Systems Thinking.

Exercises 199

Exercises Video System Sales 199

GetFeedback

DECEMBER 28, 2017

Is your customer feedback sitting in an Excel spreadsheet? You're not alone. Get more from customer feedback by integrating your surveys with Salesforce.

Feedback 195

Feedback Survey Customers 195

Alida

DECEMBER 28, 2017

Anna Muzychuk is taking a stand for women’s rights at her own expense. The Chess Grandmaster won the 2016 Women’s World Rapid Chess Championship and the Women’s World Blitz Chess Championship. She’s currently ranked the number two woman by Fédération Internationale des Échecs ( FIDE ), which governs international chess competitions.

Government 198

Government 198

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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

Experience Matters

DECEMBER 28, 2017

As the year winds down, it’s fun to look back and appreciate what’s been done. As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. I’m very proud of what our team accomplished. We used many different research approaches (e.g., best practice interviews, company surveys, and large-scale consumer studies) to deliver insights about customer experience that shaped the thinking and actions of 1,000s of professionals around the world.

Groups 175

Groups ROI Study Survey 175

GetFeedback

DECEMBER 28, 2017

Is your customer feedback sitting in an Excel spreadsheet? You're not alone. Get more from customer feedback by integrating your surveys with Salesforce.

Feedback 150

Feedback Survey Customers 150

Michelli Experience

DECEMBER 27, 2017

A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Many of those references are very recent. Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. June 3rd, It’s a retail Armageddon as over 1,000 stores close in one single week. October 20th, Stores Struggle to Find Workers Amid Retail ‘Armageddon’.

Retail 138

Retail Consulting Sales Technology 138

Experience Matters

DECEMBER 24, 2017

To those who are already celebrating, and to those who are on the eve of it, Merry Christmas! And Happy Holidays to everyone! To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. Enjoy! ?? The bottom line: Let’s make humanity great again!

Video 163

Video Customer Experience Groups Customers 163

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry. As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

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

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What's going on? I've been known to cite two reasons for VoC program ineffectiveness: Companies simply “collect feedback , ” just like some people collect stamps, which requires you to: buy the stamps, put them in a book, put them on a shelf, and forget about t

Feedback 118

Feedback Metrics Culture Customer Retention 118

Michelli Experience

DECEMBER 27, 2017

A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Many of those references are very recent. Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. June 3rd, It’s a retail Armageddon as over 1,000 stores close in one single week. October 20th, Stores Struggle to Find Workers Amid Retail ‘Armageddon’.

Retail 100

Retail Consulting Sales Technology 100

Horizon CX

DECEMBER 24, 2017

This is my end-of-year blog for 2017 and, for those that follow me, this blog page will morph into a blog page on my new website that should be going live in January. In his 2017 end-of-year reflective blog, CX Consultant and colleague Ian Golding wrote about The Customer Experience 7-Year Itch in which he describes the state of the Customer Experience Profession as we approach 2018 and concludes that it’s akin to the marital equivalent of ‘the 7-year itch’ and in seven years since the professio

Consulting 100

Consulting Leadership Financial Examples 100

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in Customer Experience, let us review what we have learned so far. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

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

ShepHyken

DECEMBER 27, 2017

The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry.

Customer Service Training 110

Customer Service Training Customers Training Course 110

Michelli Experience

DECEMBER 28, 2017

Save Save. The post {Infographic} Retail Armageddon, Chupacabra, and Other Myths appeared first on Joseph Michelli.

Infographics 113

Infographics Retail Consulting Customer Experience Design 113

CX Journey

DECEMBER 28, 2017

Mentoring is a powerful way to enrich the careers of protégés and mentors alike. In our Everwise community, one protégé said mentorship is “about working through things together, finding your strengths and highlighting them. Having an independent, unbiased perspective is a big advantage.” A mentor added that they gain from their partnerships too, “I’ve discovered that my protégés introduce me to a totally different perspective on something that I thought was just one way.

Leadership 91

Leadership Guidelines Exercises Feedback 91

Beyond Philosophy

DECEMBER 26, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

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Customers

Win the Customer

DECEMBER 28, 2017

US $8.95 a month for a 20,000-prim region on the hypergrid-enabled Virtuality Grid. Other region sizes also available: 2×2 VAR region with 60,000 prims: $18.95. 3×32 VAR region with 80,000 prims: $28.95. 4×4 VAR region with 100,000 prims: $38.95. Full region purchase details here.

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Michelli Experience

DECEMBER 28, 2017

Save Save. The post {Infographic} Retail Armageddon, Chupacabra, and Other Myths appeared first on Joseph Michelli.

Infographics 100

Infographics Retail Consulting Customer Experience Design 100

Customer Guru

DECEMBER 26, 2017

Customer Guru has taken this initiative of sharing the experiences of successful Customer Experience (CX) leaders across India to inspire and guide professionals in adopting and inculcating a customer-centric approach in their organizations. We believe that CX is the only way forward for Indian businesses to be more sustainable and successful globally.

Healthcare 83

Healthcare Technology Hospitality Management 83

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. With the proliferation of the Internet and the ubiquity of smartphones, tablets, and laptops, the whole retail industry has experienced huge disruption.

Infographics 89

Infographics Retail Customer Service Policies 89

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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

Win the Customer

DECEMBER 23, 2017

When you think about attracting and retaining new customers to your business, you might focus on the importance of having a team of friendly and capable employees devoted to making them feel welcome and appreciated. Having great products and services doesn’t hurt, either. But while these are definitely smart goals to have as a business owner, there’s yet another key way to improve customers’ overall brand experience: cybersecurity.

Loyalty 93

Loyalty Brands Customer Experience Financial 93

Wired and Dangerous

DECEMBER 23, 2017

As 2017 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. “Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.

Fashion 70

Fashion Communication Customers Innovation 70

ClearAction

DECEMBER 28, 2017

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Consider internal customers as well as external customers in honing this skill.

Customer Centricity 72

Customer Centricity Customer Focused Culture Communication 72

Influitive

DECEMBER 27, 2017

As an advocate marketer, you’re probably used to having the value of your program questioned. “Isn’t it more of a nice-to-have than a need-to-have?” “What exactly is the ROI of engaging customer advocates?” “Why should we devote our budget to this over other marketing programs?” These doubts are exactly why it is so vital for.

ROI 75

ROI Marketing Report Engagement 75

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

ShepHyken

DECEMBER 26, 2017

Companies Grow When Customers are Treated as Unique Individuals. Shep Hyken Interviews Eddie Yoon, Author of Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth. Do your customers feel like friends or just transactions? . . ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Social Media 69

Social Media Brands Strategy Marketing 69

Beyond Philosophy

DECEMBER 26, 2017

Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and phycology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first on.

Customer Retention 60

Customer Retention Loyalty Customers Customer Experience 60

ClearAction

DECEMBER 28, 2017

Solving System Silos for Customer Experience Excellence Lynn Hunsaker. The irony of technology is that it’s often marketed as customer experience management , yet it inevitably creates its own set of customer experience snafus. Examples I’ve heard recently include: “You’ll have to log-in to our other site” or “That mobile app isn’t available for the type of account you have” or “That went to the fax machine at our national site” Is it

System 59

System Customer Experience Return on Investment Technology 59