Keatext

JULY 25, 2019

The post The route to a five-star rating is paved with data appeared first on Keatext.

Data 53

Data Customer Experience Customers 53

Strikedeck

JULY 23, 2019

Chris proposes recommendations on how to keep customers engaged and happy.

Tips 45

Tips Customer Engagement Customers Engagement 45

Team Support

JULY 26, 2019

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. Sometimes waiting on hold for a half hour may be because of understaffing. But, other times it’s simply due to an inefficient customer service team.

B2B 70

B2B Customer Service Company Customer Retention 70

QuestionPro Audience

JULY 23, 2019

What does targeting the right respondents for an online survey mean? Fifteen years ago, market researchers knew very little about online survey research. Almost all interviews were still completed via telephone, paper and pencil or face to face. Today, researchers know much more about online research, and most interviews are completed online. There’s nothing more frustrating than spending vital amounts of time and energy on a survey research project, only to realize that your survey respondents

Survey 236

Survey Tips Marketing 236

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

CloudCherry

JULY 23, 2019

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. On the flip side, we’ve seen first-hand that companies are doing transformative and innovative CJM work. Those companies even call CJM their superpower.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Effort Score Net Promoter Score 182

QuestionPro Audience

JULY 25, 2019

The market research industry has grown steadily over the last five years. But innovations could rapidly increase potential revenue in the research industry in the future. What should companies in this industry expect in the years to come? Here are a few market research stats and trends. Here, we’ll take a look at key market research stats and trends from a variety of new reports covering the industry for market research.

Trends 225

Trends Industry Marketing Innovation 225

GetFeedback

JULY 22, 2019

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place. That’s because, without customer feedback, you won’t know where to begin to improve your customer experience. .

Infographics 170

Infographics How To ROI Feedback 170

InMoment XI

JULY 24, 2019

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

Transportation 200

Transportation Company Feedback Strategy 200

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Effort Score Net Promoter Score 174

NICE inContact

JULY 23, 2019

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise.

Customer Service 163

Customer Service Banking Retail Course 163

Customer Bliss

JULY 23, 2019

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?

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

GetFeedback

JULY 22, 2019

Infographic and cheat sheet on how to run a successful Voice of the Customer (VoC) program that will help improve customer experience across your brand.

Infographics 150

Infographics How To Customers Brands 150

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

Kristina Evey

JULY 25, 2019

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read More Episode 60 – Customer Service Expert Shep Hyken Shares His Insights. The post Episode 60 – Customer Service Expert Shep Hyken Shares His Insights appeared first on Kristina Evey.

Customer Service 149

Customer Service Customers Customer Experience Strategy 149

Calabrio

JULY 25, 2019

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

NICE inContact

JULY 25, 2019

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics.

Call Center 141

Call Center Gamification Contact Center Social Media 141

TechSee

JULY 23, 2019

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey. It means the company has done everything right, the customer has pulled out his wallet and is prepared to part with his hard-earned cash.

System 129

System Retail Software Sales 129

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Kristina Evey

JULY 25, 2019

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey.

Culture 120

Culture Customer Experience Employee Experience Customers 120

Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

Customer Centricity 139

Customer Centricity Culture Government Course 139

NICE inContact

JULY 26, 2019

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service.

Contact Center 139

Contact Center Chatbots Banking Poor Customer Service 139

Experience Investigators by 360Connext

JULY 24, 2019

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing. The formula for success often didn’t even require gathering customer feedback, let alone responding to it.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Comm100

JULY 23, 2019

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you? “How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever.

Communication 114

Communication Social Media Chatbots Customer Centricity 114

ShepHyken

JULY 24, 2019

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.

Customer Service Training 127

Customer Service Training Training System Customer Focused 127

NICE inContact

JULY 23, 2019

Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna.

Customer Engagement 138

Customer Engagement Engagement Contact Center Innovation 138

Uniphore

JULY 26, 2019

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile devices or get directions to a new restaurant from Siri or Alexa. Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen.

Video 100

Video Interaction Customer Service Software 100

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

SuiteCX

JULY 26, 2019

We have some new curated resources to help you broaden your knowledge around customer experience, journey mapping, and journey analytics. Please visit our new SuiteCX Brand Channel on YouTube for additional resources. Karmic networking. What is networking? What is Karmic Networking? View Document. Life as a Consultant. So, you want to be a consultant?

Resources 100

Resources Net Promoter Score Customer Journeys Consulting 100

Beyond Philosophy

JULY 26, 2019

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve

Training 114

Training Consulting Customers Course 114

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. With nearly every major player in customer experience utilizing AI to increase their capabilities and improve results, now is the time to get on track and make p

Contact Center 137

Contact Center Chatbots Call Center Analytics 137