Keatext

DECEMBER 11, 2018

The post The high cost of customer disengagement appeared first on Keatext.

Customers 75

Customers Marketing Customer Experience 75

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.

Customer Experience 78

Customer Experience Consumers Customer Confidence Touchpoint 78

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.

Customer Experience 56

Customer Experience Multi-Channel Apparel Retail 56

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.

Customer Centricity 393

Customer Centricity Strategy Culture Customers 393

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.

Data

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.

Study 265

Study Consumers Connections Customer Experience 265

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.

Survey 215

Survey Customer Service Guidelines eBook 215

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.

Survey 199

Survey Consulting Customer Experience Customers 199

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

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

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.

NPS 210

NPS Net Promoter Score Survey Measurement 210

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

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.

Customer Experience 159

Customer Experience Customers Sales Examples 159

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.

Data 150

Data Course B2B 150

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.

Leadership 151

Leadership Guidelines Travel Culture 151

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.

NPS 195

NPS Customers 195

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Conference

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?

Culture 136

Culture Customer Experience Guidelines Leadership 136

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.

Social Media 158

Social Media Hospitality Survey Airlines 158

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: .

Contact Center 123

Contact Center Tips Knowledge Base Interaction 123

GetFeedback

DECEMBER 11, 2018

Here's how to use data to identify disgruntled customers and reduce customer churn for good.

Customers 195

Customers Data How To 195

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.

Financial

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.

Customer Experience 136

Customer Experience Customer Retention Sales Customers 136

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?

Company 126

Company How To Chief Customer Officer Video 126

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.

Call Center 121

Call Center Net Promoter Score Contact Center How To 121

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.

NPS 150

NPS Customers 150

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Strategy

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.

Banking 126

Banking Airlines Advertising Customer Service Training 126

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.

Return on Investment 114

Return on Investment Customer Experience Resources Survey 114

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.

Virtual Agent 120

Virtual Agent Contact Center Resources Training 120

GetFeedback

DECEMBER 11, 2018

Here's how to use data to identify disgruntled customers and reduce customer churn for good.

Customers 150

Customers Data How To 150

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

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

Strategy 111

Strategy Marketing Social Media Consumers 111

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?

Loyalty Programs 112

Loyalty Programs Sales Loyalty Customer Experience 112

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service from inbound contact centers and are willing to switch from companies that provide poor service.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120