Escalent
SEPTEMBER 25, 2018
Virtual Reality Is More Than Fun and GamesOver the past four years, a flurry of product introductions has created significant buzz around the area of virtual reality (VR), and much of the hype is well deserved.
Steve DiGioia
SEPTEMBER 24, 2018
does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world.
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CloudCherry
SEPTEMBER 26, 2018
Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. In order to actually improve the customer experience, CX teams must act on the information they receive from predictive insights. A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. * Align – deliver insights across the org
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition.
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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.
Alida
SEPTEMBER 26, 2018
In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky. At the same time, there are several strategies you can follow to grow your business, even when disruption abounds. But before you can grow, you need to keep a pulse on your customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PeopleMetrics
SEPTEMBER 24, 2018
The following is an excerpt from Listen Or Die by Sean McDade, P hD. Market research was developed a century ago to measure the effectiveness of advertisements and products. Today it’s used in similar ways—to figure out competitive positioning, determine the optimal price for new products, or to decide on the most effective advertising strategies (to name a few).
Vonage
SEPTEMBER 25, 2018
Hang around the CRM space long enough and you’re bound to hear the term “360-degree view of the customer.” It’s a shorthand way to talk about knowing a lot about the customer – although 360 degrees is a nearly unachievable ideal. It’s simply impossible to know everything about the customer, or everything that call influence a customer experience – things happen to customers that can’t be captured in the data.
GetFeedback
SEPTEMBER 25, 2018
It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. In order to get the insights you need to provide better service and increase retention, you need the right surveys, in the right places, at the right times.
One Millimeter Mindset
SEPTEMBER 24, 2018
If you practice a hopscotch client retention strategy, do not get your hopes up. Making clients successful is hardly child’s play. Co-partnering in your client’s success involves more than adhering to a mostly-linear protocol. Rather, start by being better prepared to weigh risks against opportunities. As a result, serve your clients better and better over the duration of your relationship with them.
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.
Customer Bliss
SEPTEMBER 27, 2018
“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales. In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transforma
QuestionPro Audience
SEPTEMBER 27, 2018
Market research is necessary for a business to learn and grow. But many businesses push off conducting research due to budgetary restraints and feel there are more pressing areas to invest in than research, which is a mistake. In a recent study conducted by market research firm, Attest, 26% of businesses surveyed said they do not gauge the market before launching a new product or service. 16% said market research is too time consuming, 35% claimed market research was irrelevant to their business
GetFeedback
SEPTEMBER 25, 2018
Not all surveys are created equal. Learn how to upgrade your survey strategy to capture customer feedback and deliver better service at every turn.
Experience Matters
SEPTEMBER 26, 2018
One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like? This video from Oxford Properties‘ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me).
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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.
Customer Bliss
SEPTEMBER 25, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On a recent episode of my podcast , I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expan
QuestionPro Audience
SEPTEMBER 27, 2018
We use many words to describe those who answer our sometimes-tedious surveys: “respondents”, “participants”, “subjects”, etc. As some have noted, how about using “people”? Then maybe we’d empathize better with them for what we are asking them to do, as Rudley Raphael very eloquently argues in his article. It’s the right thing to do – give them a better experience, and we’ll get better information back.
GetFeedback
SEPTEMBER 27, 2018
A few years ago, trade publications were plastered with phrases like “the retail apocalypse” and “the end is near for retail.” The reality is, retailers aren’t going anywhere. Big players like Target are experimenting with both digital channels and in-store formats. They’re building seamless, unforgettable customer experiences that consumers feel every time they walk into a store or open the app.
Kayako
SEPTEMBER 28, 2018
In the customer service and support world, it’s no secret that live chat is changing the game. From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers. Customers and support professionals alike have taken notice. A Kayako study found that a whopping 41% of consumers prefer live chat over other forms of support, like phone, email, and social media.
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.
AskNicely
SEPTEMBER 27, 2018
?. Ryan Carson, Founder and CEO of online coding school Treehouse , knows how important it is to hire diverse teams. Not only is it good for the world, but it also helps companies discover new perspectives, see new problems, and even increase profits (to the tune of up to 30%, according to Ryan). Unfortunately, there is still a sizable gap between the number of new tech jobs created and the number of women and minorities who pursue computer science careers.
Centriam Customer Experience Lab
SEPTEMBER 26, 2018
Editor’s note: We have already discussed in our CX Lab about the importance of making things easier for customers. We have expanded this conversation to include millennials , as a reason for digital investments by banks , and as an argument for simpler surveys. But as we talk to more and more CX professionals, we are finding a strong hunger for more examples of how to simplify experiences for customers.
GetFeedback
SEPTEMBER 24, 2018
Customer experience has never been more important. The way people buy has changed, but unfortunately most businesses are still trying to sell things the old way. Not too long ago Google brought out the term ZMOT, which refers to the point in the buying process when the consumer learns about a product before the seller even knows about them. Thanks to the internet every customer now has a voice and a wider selection of choices.
InMoment XI
SEPTEMBER 25, 2018
The world of Mystery Shopping typically focuses on evaluating how businesses perform relative to rules, regulations, and the brand standards dictated by their owners and stakeholders. Definitions of compliance can come from many different sources, including formal corporate guidelines, manuals dictating Standard Operating Procedures (SOPs), and even government-regulated mandates.
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.
AskNicely
SEPTEMBER 25, 2018
The Case for Executive Buy-in For an Advanced NPS Program. Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program.
Kristina Evey
SEPTEMBER 24, 2018
Tips on How to Celebrate Customer Service Week 2018. Customer Service Week 2018. Customer Service Week spans October 1 through 5 this year. If you haven’t thought about it yet, you still have some time to make your teams feel the love by putting a few things in place to celebrate the work they do with your customers. Listen here for the podcast on Customer Service Week ideas… .
GetFeedback
SEPTEMBER 27, 2018
Retailers that embrace developing technology will keep consumers coming back for more. Here's how the retail customer experience is adapting to innovation.
Comm100
SEPTEMBER 27, 2018
Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on. Customers expect a lot more from customer service agents than a simple greeting.
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
AskNicely
SEPTEMBER 24, 2018
Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top Score in 4 Criteria. Portland, Ore., September 19, 2018 — Out of 123 vendors in the category, AskNicely has been identified as the top solution in the Fall 2018 G2 Crowd Enterprise Feedback Management Grid Report, receiving the highest scores for: customer satisfaction, likeliness to recommend, usability, relationship, and implementation, reinforcing AskNicely’s position as the world&
Omnicus
SEPTEMBER 25, 2018
In the past, artificial intelligence has been portrayed as a dangerous and highly complex technology capable of overtaking humanity as a whole. A catalyst for fear, AI was negatively portrayed in a host of science fiction films, novels, and television shows. While there is some truth to this portrayal (devices utilizing AI can perform many human functions), artificial intelligence has its limitations, and a world ruled by sentient robot overlords may have its place in an exceptionally distant fu
GetFeedback
SEPTEMBER 24, 2018
Consumers experience several moments of truth along the path to purchase. Here's a look at the top touchpoints and how you can improve them to drive sales.
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