Brandwatch CX

NOVEMBER 23, 2018

Data 59

Data 59

ijgolding

NOVEMBER 23, 2018

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially in the shadow of Brexit!!) or religion, I will always share my opinions on my favourite subject of all – my vocation – CX!

Measurement 208

Measurement Banking Gamification Financial 208

Alida

NOVEMBER 23, 2018

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. We encouraged storytelling, peer-to-peer networking and the sharing of insights and ideas. Across the group of 20 CX and insights leaders, we were fortunate to have an array of industries and brands attend, including Foxtel, Myer, ME Bank and Carsales. During the afternoon gathering, Ian Jackman, Head of Data Enablement captured the audience to speak about his journey of establishing the true voice of the customer

Brands 113

Brands Customer Journeys Banking Metrics 113

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

System

InMoment XI

NOVEMBER 20, 2018

Dearest CX turkeys and gurus alike, I wish you the Happiest Thanksgiving! And thank you for your consistent customer focus. Last week I felt extremely grateful after personally experiencing one company’s outstanding customer focus. I was overjoyed to find a particular brand of hairspray that I had only seen in-stores, sold online. This spray was.

Customer Focused 200

Customer Focused Brands Customers 200

AskNicely

NOVEMBER 20, 2018

Ever think about just how many debit transactions happen on any given day? Debit card purchases, membership dues, utility bills, childcare, tuition… it boggles the mind. So who manages the millions upon millions of daily transactions? Debitsuccess, for one. Debitsuccess , a part of Transaction Services Group, is a full-service direct debit payment processor.

Case Study 150

Case Study Study Net Promoter Score NPS 150

GetFeedback

NOVEMBER 20, 2018

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. This is exactly why a strong survey email subject line is so important—without a compelling reason to open your email, your survey runs the risk of getting lost in your customers’ inboxes forever.

Survey 246

Survey Strategy Tips Culture 246

IntouchInsight

NOVEMBER 22, 2018

Learn about 10 restaurant KPIs linked to CSAT, customer loyalty, and employee engagement to help you measure the success of your CX programs in your restaurant.

Measurement 174

Measurement Customer Experience Employee Engagement Loyalty 174

Experience Matters

NOVEMBER 22, 2018

Temkin Group’s data shows that people with more purpose and meaning in their lives are happier. The post Have A Thanksgiving Full Of Purpose & Meaning appeared first on Customer Experience Matters®.

Data 161

Data Customer Experience Customers 161

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.

Data

CX Accelerator

NOVEMBER 21, 2018

I always love the thanksgiving season, but this year it's extra special. This has been a phenomenal year for CX Accelerator and the CX industry at large. I can't image a better field in which to work - improving people's lives through great experiences. When you boil it down, Customer Experience is simply doing the right thing. It’s putting others before yourself.

Customer Journeys 140

Customer Journeys Contact Center Connections Sales 140

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Yet, many businesses still model their customer journey off the classic conversion funnel, which largely ignores how to retain existing, loyal customers by only including these six stages: Awareness , Interest , Consideration , Intent , Evaluation , and Purchase.

Loyalty 220

Loyalty Net Promoter Score NPS Effort Score 220

TechSee

NOVEMBER 20, 2018

The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Every time technician is dispatched, the company incurs a significant expense. Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs.

Innovation 153

Innovation Technology Self Service Call Center 153

Customer Bliss

NOVEMBER 23, 2018

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. I truly appreciate your support; it helps keep this show going! Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

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NICE inContact

NOVEMBER 23, 2018

Spend any time around a contact center and you’ll likely hear the acronym FCR. What does FCR stand for? The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution. Today FCR is commonly understood to mean First Contact Resolution. .

First Call Resolution 123

First Call Resolution Measurement Average Handle Time Call Center 123

GetFeedback

NOVEMBER 20, 2018

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Over half of marketers use real-time marketing tactics to promote and gauge events. Surveys make an excellent addition to the marketing toolbox.

Conference 199

Conference Survey Tips Feedback 199

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything they do.

Culture 120

Culture Banking How To Customer Service 120

Customer Bliss

NOVEMBER 20, 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. In my latest book, Would You Do That To Your Mother?

Chief Customer Officer 131

Chief Customer Officer Video Course Brands 131

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Communication

Beyond Philosophy

NOVEMBER 22, 2018

I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me. Your customers have rules, too, and they use them in your Customer Experience. Understanding how and why customers are making these rules can help you provide the type of Customer Experience that makes buying from your organization the customer

Airlines 148

Airlines Customers Sales Customer Experience 148

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Loyalty 195

Loyalty Customer Journeys Customer Retention Survey 195

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it? That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

Retently

NOVEMBER 21, 2018

Do you know how many customers talk about your brand to others in a positive light? Do you capitalize on that information to drive more sales, brand engagement, and to attract new clients? Over the past years, it has become clear that advocacy marketing is vital for a brand’s development and its ability to stay relevant in its niche. What Is Advocacy Marketing.

Examples 120

Examples Strategy Company Marketing 120

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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CX Journey

NOVEMBER 21, 2018

Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool. Nope, it's not just a tool; it's not just a workshop: it's a process.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

GetFeedback

NOVEMBER 20, 2018

Customer satisfaction surveys get a bad rap, because they tend to be. well, bad. But surveys don't have to suck! Use these 8 best practices.

Customer Satisfaction 195

Customer Satisfaction Survey Customers 195

Beyond Philosophy

NOVEMBER 23, 2018

There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what they would like to eat at their theme park that people will say they would like to have an option of a salad. Disney also knows that people don’t eat salads at theme parks! They eat hot dogs and burgers.

How To 107

How To Examples Marketing Customer Experience 107

ShepHyken

NOVEMBER 20, 2018

The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.

Competitive Advantage 110

Competitive Advantage Consumers Strategy Meeting 110

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Wired and Dangerous

NOVEMBER 19, 2018

The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle –much quicker to leave if unhappy.

Fashion 87

Fashion Innovation Loyalty Communication 87

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Loyalty 150

Loyalty Customer Journeys Customer Retention Survey 150

Heart of the Customer

NOVEMBER 19, 2018

Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model. Whether it’s Temkin Group’s CX Maturity Model, Forrester’s six-step CX Management Maturity exam, or MaritzCX’s CXEvolution, the complex models help you evaluate your program, and each is compelling in its own way.

Consulting 90

Consulting Self Service Management Company 90