delighted

SEPTEMBER 6, 2019

All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service or not matters to the success of your company. Voice of the Customer , or VoC, identifies how well your business and employees know your customers and determines if you are successfully addressing their needs and expectations.

Examples 40

Examples Social Media Net Promoter Score NPS 40

Strikedeck

SEPTEMBER 3, 2019

Paul provides valuable insights into merging Customer Experience and Customer Success.

Customer Success 63

Customer Success Customer Experience Brands Customers 63

Gainsight

SEPTEMBER 5, 2019

What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot half the time I type any word that starts with the letter “c.” It’s probably the most used noun on our website and blog, ahead of “outcomes” and “success.” But everyone knows what a customer is, obviously.

Customer Centricity 55

Customer Centricity How To B2B CRM 55

IntouchInsight

SEPTEMBER 5, 2019

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance.

Employee Experience 313

Employee Experience Connections Customer Experience How To 313

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CloudCherry

SEPTEMBER 1, 2019

No, we’re not talking about the chocolate variety. It’s all about the delicious strategy of Keeping It Simple, Stupid…A philosophy highly recommended by Matt Dixon -Chief Product & Research Leader at Tethr , Best-Selling Author, one of the world’s leading CX Experts, and this week’s guest on ‘ The Sweets of CX’ Podcast. Customer service should be simple right?

Conference 244

Conference Study Sales Leadership 244

Steve DiGioia

SEPTEMBER 2, 2019

a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume. I don’t care what her resume says, does she have the skills we need to properly take care of our customers?

Customer Service 238

Customer Service Loyalty Customers Software 238

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. .

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Customer Bliss

SEPTEMBER 4, 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. “Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.” Does that sound familiar to you?

Survey 210

Survey Video Feedback Engagement 210

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing the power of CXone APIs to broadcast SLA performance through Amazon Alexa and other devices.

Travel 193

Travel Contact Center Innovation Analytics 193

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

InMoment XI

SEPTEMBER 5, 2019

Spare a thought for the millions of emails that are never opened. For the millions of letters that are never read. For the millions of website clicks that never reach conversion. For the millions of full baskets that are never checked out. For the millions of forms that are never filled out. For the millions. View Article.

150

150

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now.

Customer Experience 207

Customer Experience Company Customers 207

Kristina Evey

SEPTEMBER 3, 2019

Shownotes… Today’s conversation is with Customer Service Expert Jeff Toister. Jeff Toister is an author, consultant, and trainer who helps … Read More Episode 64 – A Conversation with Customer Service Expert Jeff Toister. The post Episode 64 – A Conversation with Customer Service Expert Jeff Toister appeared first on Kristina Evey.

Customer Service 149

Customer Service Consulting Customers Culture 149

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

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Voice of Customer

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

Culture 131

Culture Chief Customer Officer Leadership B2C 131

Beyond Philosophy

SEPTEMBER 2, 2019

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly. It could also be a product of their apathy. Customer loyalty is more than automatic or indifferent behavior.

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers. And there can certainly be natural conflicts of interest within the organization as well — between leaders and employees, between departments, between offices.

Leadership 110

Leadership Net Promoter Score Customer Journeys NPS 110

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Michel Falcon Experience

SEPTEMBER 3, 2019

We’ve all done it. We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ve mistakenly hired these people before. But today I have guidelines that greatly increases the likelihood that I won’t hire them again. I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company.

Company 131

Company How To Culture Hospitality 131

Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. However, strategy is essential to ensure that all your tactics are not a waste of time. .

Net Promoter Score 132

Net Promoter Score Effort Score Consulting Customer Journeys 132

Comm100

SEPTEMBER 3, 2019

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA fundamentals and the role of the software vendor. HIPAA compliance is far from simple, and any vendor that says otherwise is likely not offering the degree of security and/or shared responsibility that you need to engage safely in digital patient communication.

Software 100

Software Engagement Policies How To 100

ShepHyken

SEPTEMBER 4, 2019

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers. This pattern mirrors one found in the entertainment business—the four stages of an actor.

Entertainment 116

Entertainment Innovation Leadership Customer Service Training 116

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.

Connections

Alida

SEPTEMBER 5, 2019

Customer Centricity 201

Customer Centricity Customers 201

Beyond Philosophy

SEPTEMBER 6, 2019

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too. Let’s say you need to name a type of business that is frustrating across the board.

Groups 127

Groups Consulting Examples Loyalty 127

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. As more companies embrace the possibilities offered by cloud-based infrastructure, the pros of employing a distributed workforce are now beginning to outweigh the cons.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns. With an increasing number of high visibility data breaches every year and mobile playing a more prominent role in everyday transactions, consumers are not only becoming more aware and involved in protecting

Consumers 98

Consumers Study Loyalty Technology 98

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 Experience

UJET

SEPTEMBER 2, 2019

UJET leverages enterprise-grade compliance and security standards to secure its customers’ data. As part of our continuing effort to comply with GDPR and other data privacy and protection regulations, UJET has finalized its certification to both the EU-US Privacy Shield and the Swiss-US Privacy Shield. . When evaluating customer support solutions, it is critical that multinational companies understand that both company and customer data is being handled and protected in a safe and secure w

Data 78

Data Meeting Brands Company 78

Kate Nasser

SEPTEMBER 1, 2019

Leaders, a great employee attitude is essential not negotiable. Lead, inspire, & expect it. Don't tolerate a bad attitude. Tips fr Kate Nasser, The People Skills Coach™. The post Leaders, Great Employee Attitude is Essential, Not Negotiable | #Leadership appeared first on KateNasser.com.

Leadership 84

Leadership Tips Employee Engagement Engagement 84

Oracle

SEPTEMBER 6, 2019

At Oracle Modern CX 2019, SmarterCX sat down with Julian Guthrie , award-winning journalist and New York Times Bestselling Author of The Billionaire and the Mechanic, to discuss her new title, Alpha Girls, The Women Upstarts Who Took on Silicon Valley’s Male Culture and Made the Deals of a Lifetime, as well as her tips for CX professionals looking to leverage effective storytelling in their customer experiences.

Tips 81

Tips Social Media Culture Customers 81