The high cost of customer disengagement
Keatext
DECEMBER 11, 2018
The post The high cost of customer disengagement appeared first on Keatext.
Keatext
DECEMBER 11, 2018
The post The high cost of customer disengagement appeared first on Keatext.
Oracle
DECEMBER 12, 2018
Today’s customer journeys span multiple touchpoints. That’s why business unit integration is such a popular topic of interest: marketing, product development, IT, CX, and engineering must all collaborate to deliver compelling experiences. With this perspective in mind, augmented reality (AR), with its capability to deliver an enhanced buying experience, is a customer experience powertool.
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Ann Michaels and Associates
DECEMBER 12, 2018
In today’s digital world, people are spending more time online as screens become larger, web connections faster, and more people own smartphones. With so many online businesses vying for a customer’s attention, brands need to focus more than ever on making meaningful connections to stand out. Companies that singularly focus on digital tools but do not invest in the customer experience can expect to fall behind.
Lumoa
DECEMBER 9, 2018
Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Experience Matters
DECEMBER 10, 2018
If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
DECEMBER 13, 2018
Disappointing results on a customer service survey can be more than demoralizing. They can bode ill for future financial results and even directly threaten your livelihood. The problem is unlikely to be the survey design (though that’s possible). More likely, the problem is that you really need to improve! Yet, in the face of poor scores, what happens at many organizations is denial and rationalization.
InMoment XI
DECEMBER 11, 2018
This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX. During that time, I’ve continuously fielded research questions from. View Article.
TechSee
DECEMBER 11, 2018
Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will f
GetFeedback
DECEMBER 10, 2018
It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ? Seems crazy, right? With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Kristina Evey
DECEMBER 11, 2018
Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read More Episode 25 – Customer Experience Needs a Seat at the Table. The post Episode 25 – Customer Experience Needs a Seat at the Table appeared first on Kristina Evey. Shownotes… Customer Experience is not just another thing to do.
Beyond Philosophy
DECEMBER 10, 2018
Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. “What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job. I can’t say much more, since I only spoke to the guy for about 30 seconds.
CX Journey
DECEMBER 11, 2018
Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers.
GetFeedback
DECEMBER 11, 2018
Here's how to use data to identify disgruntled customers and reduce customer churn for good.
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.
InMoment XI
DECEMBER 13, 2018
Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a research question usually yields more impactful results than employing a narrow and focused approach. There is, of course, a place for discrete research projects that can be conducted in isolation and addressed adequately by fielding.
Kristina Evey
DECEMBER 12, 2018
Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read More Episode 27 – Does Your Culture Empower Great Customer Experiences? The post Episode 27 – Does Your Culture Empower Great Customer Experiences? appeared first on Kristina Evey. Shownotes #27… Does Your Culture Enable and Empower the CX?
ShepHyken
DECEMBER 12, 2018
If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. When we dig deep, I’ve found many clients are trying to compare themselves directly with their competitors.
GetFeedback
DECEMBER 10, 2018
It’s no secret it costs five times more to attract a new customer than to keep an existing one. This.
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
Customer Bliss
DECEMBER 12, 2018
In my 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Kristina Evey
DECEMBER 11, 2018
Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how … Read More Episode 26 – Start with the Customer Experience End in Mind. The post Episode 26 – Start with the Customer Experience End in Mind appeared first on Kristina Evey. Shownotes… Start Where You Are and With the End in Mind.
NICE inContact
DECEMBER 11, 2018
Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips for improving contact center etiquette: .
GetFeedback
DECEMBER 11, 2018
Here's how to use data to identify disgruntled customers and reduce customer churn for good.
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Beyond Philosophy
DECEMBER 14, 2018
It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes. What is the problem and what can be done about it? Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment.
ShepHyken
DECEMBER 11, 2018
Transparency In Business. Delivering an Experience That Makes Price Irrelevant. Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible. Top Takeaways: Shep’s Opening Monologue: In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing program?
NICE inContact
DECEMBER 12, 2018
Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. . Maintain regulatory compliance.
GetFeedback
DECEMBER 10, 2018
It’s no secret it costs five times more to attract a new customer than to keep an existing one. This.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
Joe Rawlinson
DECEMBER 13, 2018
Marketing has always been one of the most important business drivers, but it evolved in the last couple of decades just to grow bigger and more complex. The result is that now you can hardly win over new customers using generic messages, so it’s crucial to tailor offers and personalize content. By definition, personalization is a marketing strategy by which companies leverage data analysis and digital technology to deliver individualized messages and product offerings to current or prospective c
NICE inContact
DECEMBER 10, 2018
The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents.
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