Up Your Service
JANUARY 28, 2020
Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, and at times even counter-productive. Why? Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements in customer experience.
Customer Bliss
JANUARY 30, 2020
The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves to walk away from practices that aren’t congruent with their values. They honor the human at the end of their decisions, establish a balanced relationship with customers and partners, and put employees in a position to act at work, like they’d act a
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ShepHyken
JANUARY 31, 2020
This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup
Horizon CX
JANUARY 31, 2020
According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give. It can also mean a capacity for good, similar to a value that is to be realized in the near future.
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.
Lumoa
JANUARY 30, 2020
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JANUARY 28, 2020
Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year.
Solvvy
JANUARY 27, 2020
When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important. And with everything we do, we need to leave room to improvise.
Totango
JANUARY 28, 2020
As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management is necessary for maximizing financial growth, minimizing wasted resources, and optimizing the customer experience.
Innovative CX
JANUARY 30, 2020
I’ve been involved in customer service for all my 40 years in business. For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C.
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.
Heart of the Customer
JANUARY 30, 2020
Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software. They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared! SurveySparrow: Hello there, Jim, and […].
ChurnZero
JANUARY 31, 2020
Q&A: How to Streamline Onboarding to Reduce Churn. Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product, and your team establishes the groundwork that can jumpstart success or accelerate failure. A successful onboarding process enables your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a
Think Customers
JANUARY 30, 2020
New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every industry. Being innovative is tough work and not every organization survives in the big city. According to the Small Business Association, over a quarter of new businesses fail during their first two years. So, what does it take for a startup to thrive as a hypergrowth success story?
iPerceptions
JANUARY 28, 2020
What does a football team need to do to win the ultimate prize? Sure, a well-timed, rousing speech from the coach always helps. At least, it has in countless TV shows and movies in the past. However, having a playbook full of strategies that mix effective offense and unbreachable defense is what paves the path to winning. Designing a winning Customer Experience (CX) program is no different.
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
ChurnZero
JANUARY 28, 2020
If You Don’t Ask, the Answer is Always No. Author: Emily Nesterick. Too often you plateau before you ever peak due to the fear of hearing ‘no.’. This fear cripples your personal and professional potential. It holds you back from achieving your goals. It harbors you in the safe space of passive inaction. . And worst of all, it gives you an excuse for complacency.
Customercount
JANUARY 27, 2020
Utilizing SMS texting for survey delivery is an easy and quick way to obtain feedback information so it should be part of your customer feedback strategy. Continue reading → The post Why SMS should be part of your feedback strategy appeared first on CustomerCount.
GetFeedback
JANUARY 28, 2020
Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal. Besides, the competition for customers is fierce these days than ever.
InMoment XI
JANUARY 28, 2020
The Innovative Approach to Amplifying the Patient Experience Providing a patient experience that exceeds expectations has become increasingly important within the healthcare industry. Many patient experience programs struggle due to the inability to effectively measure the patient journey, the lack of flexibility in data collection and internal reporting, and inadequate action plans.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
QuestionPro Audience
JANUARY 26, 2020
What are online panels? Online panels are groups of pre-recruited individuals who have agreed to take part in market research surveys, focus groups, or in-depth interviews. These individuals are called panel members or panelists. A panel generally comprises people sharing similar traits. To get recruited to panels and participate in research studies, individuals share a large amount of household data, demographic data, and behavioral characteristics during the registration phase.
Alida
JANUARY 29, 2020
It’s hard to believe we are already at the end of January and what a compelling first month of 2020 we’ve had at Vision Critical. We’ve had exciting leadership changes and with them comes an invigorated sense of purpose for our entire organization. As our SVP of global marketing, Erin Avery , likes to say, “Today is another great day for Vision Critical.
GetFeedback
JANUARY 31, 2020
Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Small wonder—as a study by Adobe shows , the top 10% of customers spend three times more than other customers. That means it’s critical for companies to identify those customers, learn who they are, and craft a customer experience that makes them excited to come back again.
InMoment XI
JANUARY 30, 2020
To view the first part of this blog series, click here. The Important First Day of the Employee Journey In the last blog on the Employee Experience in the Automotive industry, we looked at the strategic importance and economic benefit of an effective onboarding process and focused on what should happen prior to the employee’s. View Article.
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
QuestionPro Audience
JANUARY 29, 2020
What is a paid market research panel? A paid market research panel is a group of pre-recruited survey respondents who opt to participate in various research studies. Researchers reward panelists for taking part in market research studies for their inputs and time for completing the survey. They hand out rewards in the form of direct cash benefits, gift cards, and gamified rewards.
BlueOcean
JANUARY 27, 2020
We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either. In the same way that there are specific personality types – and recommended “matches” between those types (New biz idea … Tinder for Outsourcing.
GetFeedback
JANUARY 31, 2020
Develop surveys that will help you gather insights quickly so you can turn that data into focused action plans that accelerate your retention rates. .
InMoment XI
JANUARY 27, 2020
Are You Curious About Which Experiences Matter Most to Your Customers? Learn to identify customer expectations, pain points, and more by listening to our MarizCX Webinar on Wednesday, January 29th. Join experts Jennifer Passini and Frank Leinweber as they explain how to enhance the value of your customer journey mapping program. You will Learn: An. View Article.
Speaker: Igli Laci, Strategic Finance Leader
In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a
NICE inContact
JANUARY 31, 2020
Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training. There’s a balance of course, onboarding from the point of view of the new hire is incredibly overwhelming.
TechSee
JANUARY 28, 2020
Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS).
GetFeedback
JANUARY 31, 2020
Winning customer experience strategies are relatively simple to build; It all centers around a single focal point: getting to know your customers.
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