Experience Investigators by 360Connext
MARCH 28, 2018
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.
InMoment XI
MARCH 29, 2018
NPS® has popularized the importance of looking at the customers’ willingness to recommend as a key indicator of a positive customer experience that drives business growth. The thought process has extended to the workplace with many businesses focusing on eNPS or the employees’ willingness to recommend a company as a place to work. But employees. View Article.
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Vonage
MARCH 27, 2018
A customer’s interaction with a brand evokes strong emotions that can have a lasting impact on the business – for better or worse. Brands that get this right and create customer experiences that drive positive emotions dramatically outperform those that get it wrong in retention, revenue and even stock price growth. So, what’s their secret? And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies?
QuestionPro Audience
MARCH 30, 2018
Clichés and aphorisms can be both inspirational and educational. Sometimes they are practical for everyday living. Take, for example, the sayings: “There are no stupid questions” or “The only stupid question is the one you don’t ask.”. In market research, however, clichés and aphorism are like sailing on the Titanic. Rest assured this is the case for survey questions.
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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.
IntouchInsight
MARCH 29, 2018
We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
MARCH 26, 2018
Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We are now living on the other side of that deadline – where CX must be at the top of your mind and the top of your game. Otherwise, it could cost you. The estimated price tag of losing customers due to poor service has reached $1.6 trillion in the U.S., according to Accenture’s Digital Disconnect in Customer Engagement report.
QuestionPro Audience
MARCH 30, 2018
Clichés and aphorisms can be both inspirational and educational. Sometimes they are practical for everyday living. Take, for example, the sayings: “There are no stupid questions” or “The only stupid question is the one you don’t ask.”. In market research, however, clichés and aphorism are like sailing on the Titanic. Rest assured this is the case for survey questions.
CloudCherry
MARCH 30, 2018
The equation is quite simple: Happy Employees result in Happy Customers. And the renowned customer-centric brands are first and foremost known for taking care of their employees. Engaged employees not only bring their A game to work, but also work towards building a delightful experience for the customer. So, how do you keep employees’ motivation levels high?
InMoment XI
MARCH 27, 2018
What does “Watson” and elevator repair have in common with dealership “predictive” maintenance? The following 30 second spot will tell you more. But the final explanation is that the process of “predictive maintenance” will both keep people from getting stuck in between floors and drivers from being stranded in poorly lit parking lots.
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
Vonage
MARCH 26, 2018
Hiring the best employees for customer-facing jobs is an absolute essential for providing great customer service. Yet company after company overlooks the necessity of finding employees who are inclined and equipped to work face to face (or terminal to terminal) with customers. This shortsightedness grows from the extreme urgency of business life, the feeling that customer-facing positions need to be filled now, by whomever is breathing and in the neighborhood, so that the phones get answered and
QuestionPro Audience
MARCH 30, 2018
The Madness of March. Many sports fans claim the only thing that gets them through the tedious month of March, when spring is so close you can taste it, is the NCAA Men’s Basketball Tournament, better known as March Madness. College basketball fans aren’t the only ones who get excited for the tournament, however. Due to the popularity of office brackets, even the most casual sports fan can get swept up in the excitement, in the hopes of bragging rights and a little extra cash.
BlueOcean
MARCH 30, 2018
If your company is beginning the fiscal year in April, you likely have a stream of questions flowing through your mind. Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? And will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outso
InMoment XI
MARCH 27, 2018
What does “Watson” and elevator repair have in common with dealership “predictive” maintenance? The following 30 second spot will tell you more. But the final explanation is that the process of “predictive maintenance” will both keep people from getting stuck in between floors and drivers from being stranded in poorly lit parking lots.
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.
Vonage
MARCH 26, 2018
Sustainability, resilience, longevity: these are things that most companies strive for – but how easy are they to achieve in the modern business environment? In the 1920s, the average lifespan of a company listed on the S&P 500 index was 67 years. Today, according to Professor Richard Foster from Yale University, it stands at just 15. At the same time, the Family Business Institute report that only 30 percent of family businesses withstand the transition from first to second generation owne
QuestionPro Audience
MARCH 28, 2018
Wendy’s, the third largest burger fast food chain in the world, has been around since 1969. Created by Dave Thomas, and named for his daughter, Melinda (Wendy), it was a brand that was folky and wholesome. By the 1990s, Dave had become a household name, as he had appeared in more than 800 commercials, and a survey conducted by Wendy’s in the 1990s showed that 90% of Americans knew who he was.
BlueOcean
MARCH 26, 2018
Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads. In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. And the new world of AI is creating out-of-this-world efficiencies for businesses who are leveraging it effectively.
Customer Bliss
MARCH 28, 2018
If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Vonage
MARCH 26, 2018
This article was origionally published on the GetFeedback blog, and is reposted here with permission. . Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.
CX Accelerator
MARCH 28, 2018
Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The "why" behind our efforts will ultimately determine the quality and consistency of work.
Experience Matters
MARCH 27, 2018
We just published a Temkin Group report, State of the CX Profession, 2018. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years.
ijgolding
MARCH 27, 2018
As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.
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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?
Vonage
MARCH 26, 2018
If you believe the headlines, robots have threatened to take our jobs for decades. However, as machines continue to get smarter, this reality now seems closer than ever. Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights.
CX Journey
MARCH 28, 2018
Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
NICE inContact
MARCH 27, 2018
A major conversational shift around artificial intelligence (AI) occurred in 2017. For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding edge.” Some pundits are fearful that AI will replace certain groups of employees entirely. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI.
Experience Matters
MARCH 26, 2018
On May 15th, I’ll be speaking at Medallia’s Experience 2018 in Long Beach, CA. The content at the event is arranged into four themes: Demonstrating CX Impact, Evolving CX Programs, Driving Culture & Accountability, and Inspiring CX Innovation. These are great topics and I’m looking forward to hearing what the other speakers will be sharing.
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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.
Vonage
MARCH 26, 2018
While there are many transactional and technical skills involved in providing great customer service, which can vary by context and industry, here are five fundamental customer service essentials that can improve and sustain superior customer service regardless of the nature of your business. These are worth establishing and reinforcing at every possible juncture within your organization. 1.
Kristina Evey
MARCH 27, 2018
More Customer Effort Drives Customers Away. C-Suite – Question for you : I’ll never tell you NOT to delight your customers, but what would happen if you focus MORE on reducing the EFFORT your customers have to make when working with you? It goes back to the premise of the Customer Experience being more impactful when you deliver what was promised without the customer having to worry or perform any of your responsibilities.
NICE inContact
MARCH 29, 2018
For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers.
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