IntouchInsight

AUGUST 22, 2019

Your source for the best knowledge on collecting data to drive business improvements.

Loyalty 263

Loyalty Feedback Data Customers 263

CSM Magazine

AUGUST 22, 2019

Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace. While this can present new opportunities for companies in terms of their customer service, it can also create new challenges that must be overcome.

Customer Service 56

Customer Service Management Social Media Fashion 56

Customer Bliss

AUGUST 22, 2019

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions. I thought this concept would be worth briefly discussing (and revisiting), especially as I came across NJ Goldston’s, 5 Strategies on How to Stay Ahead of Customer-Driven Disruption on Forbes.

Consumers 120

Consumers B2C Case Study Retail 120

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.

Travel 240

Travel Customer Service Training Culture Loyalty 240

QuestionPro Audience

AUGUST 20, 2019

Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale. It is used across the business world to find out what consumers want and need in their everyday lives. It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation

Marketing 199

Marketing Exercises Consumers Strategy 199

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like. email. And they like it more than companies think they do.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

CloudCherry

AUGUST 19, 2019

Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of. Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity.

Customer Centricity 218

Customer Centricity Culture Data Insurance 218

Steve DiGioia

AUGUST 19, 2019

never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story. Anyway, since there wasn’t anyone in the fish department to help me, I went to the cashier to ask if he could please get someone to help me.

Company 184

Company How To Customers Customer Service 184

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Contact Center

QuestionPro Audience

AUGUST 22, 2019

The purpose of customer research is to develop new knowledge about the market. In order to do this, surveys must be designed to gather accurate, reliable data about customer preferences, from the right research sample. Then, the collected data are analyzed to produce new insights. The quality of information and insight that one can extract from marketing research will determine the success or failure of the product or service.

Survey 186

Survey Data Marketing Customers 186

Kayako

AUGUST 22, 2019

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support.

Customer Experience 183

Customer Experience How To Comparison Effort Score 183

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side including the sourcing professionals who make their living running RFPs.

Contact Center 159

Contact Center Culture Leadership Sales 159

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

Alida

AUGUST 21, 2019

Craig Troop, Deputy Director of Research, and Carol Powanda, Research Analyst at the Pennsylvania Lottery share these tips based on their experience leading the PA Lottery Insiders insight community. They involve their players early on in the product life cycle in an effort to optimize games and accelerate innovation.

Engagement 154

Engagement How To Tips Innovation 154

ShepHyken

AUGUST 20, 2019

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.

Innovation 152

Innovation System Financial Loyalty 152

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.

Travel 150

Travel Customer Service Training Culture Loyalty 150

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

QuestionPro Audience

AUGUST 20, 2019

Social networking and social media are no longer in their infancy. As these platforms keep on developing quickly, they become significant bits of the online design and experience that reshape how brands engage with their consumers. In the world of business, marketing has always been of primary importance. In days gone by, marketing was all about the conventional methods that had been around for a very long time.

Marketing 150

Marketing Social Media Consumers Brands 150

InMoment XI

AUGUST 19, 2019

Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes. Launching a scalable, personalised development framework grounded in team sourced best practices has increased staff knowledge and engagement levels.

Training 150

Training Customer Centricity Culture Measurement 150

NICE inContact

AUGUST 19, 2019

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

Contact Center 138

Contact Center Analytics Customer Experience Industry 138

ShepHyken

AUGUST 21, 2019

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason they haven’t, I can’t imagine they don’t know what one is. In the story, I talk about the “amenities” the driver offered, which made me want to ride with him the next time I was in his city.

Customer Experience 130

Customer Experience Insurance Customer Focused Customer Service Training 130

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

Beyond Philosophy

AUGUST 23, 2019

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer.

Loyalty 129

Loyalty Customers Consulting Connections 129

Customer Bliss

AUGUST 20, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. A drink of water from a bottle in my hotel room just cost me about 42 cents. Most big box stores sell a 24-pack of bottles like these for about eight bucks or 33 cents a bottle?

Hotels 125

Hotels Customer Experience Case Study Video 125

NICE inContact

AUGUST 23, 2019

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.

Contact Center 137

Contact Center Gamification Management Social Media 137

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?

Customer Service 123

Customer Service Leadership Ecommerce Culture 123

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Case Study

Kristina Evey

AUGUST 21, 2019

Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey.

Customer Service Representative 120

Customer Service Representative Customer Service Study Customers 120

Joe Rawlinson

AUGUST 21, 2019

The first step to providing strong customer service is taken by ensuring that all employees within your company have an extensive knowledge of the inner and outer workings of your product or service. If the customer suspects that the person they’re talking too isn’t well-informed on their issue, they’ll quickly begin to lose trust in your company, which is something you want to avoid at all costs.

Customer Satisfaction 116

Customer Satisfaction Customer Service Customers Feedback 116

NICE inContact

AUGUST 21, 2019

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.

Customer Service 136

Customer Service Call Center ROI Omni-Channel 136