Rant And Rave

FEBRUARY 13, 2019

What better excuse than Valentine’s Day to show the love to your customers and employees? Cards, flowers, chocolates (all the classics) certainly won’t go amiss. But – sorry to nag – the point about great customer experience (CX) and employee experience (EX) is that, much like love, they both need tending to all year-round, not just for one day. So, while a loving gesture on Valentine’s Day is more than welcome, here’s how and why we think you should keep the love going with a longer-term, combi

Employee Experience 40

Employee Experience Strategy Customer Experience Employee Engagement 40

Centriam Customer Experience Lab

FEBRUARY 14, 2019

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line.

Tools 321

Tools Customer Experience Technology Customers 321

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? They are both driven by creating products and services that people want. Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Kristina Evey

FEBRUARY 12, 2019

Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read More Episode 38 – Loyal Employees Breed Loyal Customers. The post Episode 38 – Loyal Employees Breed Loyal Customers appeared first on Kristina Evey.

Customers 222

Customers Employee Engagement Engagement 222

Customer Bliss

FEBRUARY 12, 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 a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. .

Metrics 195

Metrics Chief Customer Officer Video Customers 195

GetFeedback

FEBRUARY 12, 2019

Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty.

Omni-Channel 236

Omni-Channel Transportation Comparison Survey 236

InMoment XI

FEBRUARY 14, 2019

The ROI of Feelings A recent study conducted by MaritzCX found that 80% of the companies who proactively gather, analyze, manage and use insights into customers’ feelings have better financial performance, year-over-year. Do you know how your customers feel about your brand? What about your employees, do you know how they feel? Furthermore, is the. View Article.

Brands 150

Brands Connections ROI Financial 150

CloudCherry

FEBRUARY 11, 2019

Speakers: Ralph Cumbee from Solarity and Rose Bentley from CloudCherry. GENERAL COMMENTS by Ralph Cumbee, Chief Experience Officer, Solarity Credit Union. This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

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 Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.

Customer Experience 169

Customer Experience How To Data Feedback 169

GetFeedback

FEBRUARY 13, 2019

The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences. For example, if a volunteer is looking to work with animals, the centre will match that individual with an organization that handles animals.

Survey 199

Survey Measurement Government Feedback 199

InMoment XI

FEBRUARY 12, 2019

QR Codes Offer Convenience, Choice, and Enjoyment When Giving Feedback A well-known automotive manufacturer, and MaritzCX client, was interested in giving its customers and employees a convenient choice for solicited feedback. The client was open to innovative technologies and methods that made surveys easier to access and more exciting to complete.

Automotive 150

Automotive Survey Innovation Feedback 150

NICE inContact

FEBRUARY 14, 2019

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! We carefully selected topics that are top of mind for dynamic organizations, bringing in the best industry experts to deliver them.

Interaction 159

Interaction Insurance Conference Analytics 159

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Customer Bliss

FEBRUARY 14, 2019

Today I’m chatting with Scott Campbell , the senior vice president, and chief client officer at American National , which offers personalized life, business, and auto insurance. . Before leading client experience at American National, Scott spent a large chunk of his career in marketing and communications. He previously served as the company’s chief marketing officer.

Insurance 157

Insurance Company Customer Experience Communication 157

GetFeedback

FEBRUARY 14, 2019

If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.

Metrics 195

Metrics Measurement Customer Success Customers 195

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. My observation is that much of what is written centers around how an organization is built or how one can sell retention strategies in the boardroom, but what if you already have a nicely run success organization (at least in your boss’ opinion)?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience.

Analytics 138

Analytics Management Call Recording Contact Center 138

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

Experience Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.

Customer Experience 125

Customer Experience How To Data Feedback 125

GetFeedback

FEBRUARY 14, 2019

Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. How can you tell if it’s working? At GetFeedback, we use four metrics to measure the performance of our live chat support.

Metrics 186

Metrics Measurement Effort Score Survey 186

TechSee

FEBRUARY 12, 2019

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work. Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience.

Self Service 111

Self Service Contact Center Banking Roadmap 111

ShepHyken

FEBRUARY 13, 2019

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. So we feel obligated to express our love and appreciation to those close to us. I’ve written several articles about this before, and my favorite one is called The Valentine Obligation.

Fashion 127

Fashion Video Customer Service Training Customers 127

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

Uniphore

FEBRUARY 15, 2019

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions. The dizzying pace of innovation - artificial intelligence, chatbots, machine learning, autonomous service - is enough to leave any CX practitioner feeling overwhelmed. Coupled with the fact that self-service initiatives are often high-visibility and high-priority projects, the risk of a failed implementation always looms large.

Self Service 100

Self Service Technology Chatbots Innovation 100

GetFeedback

FEBRUARY 15, 2019

It's quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. .

Strategy 195

Strategy Customer Experience Customers 195

CX Journey

FEBRUARY 13, 2019

age courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. You probably know by now that I'm an advocate of digitizing your maps, for a variety of reasons, not the least of which is that it checks the box for the basic tenets of mapping , including maps must be: created collaboratively, with customers and with othe

Customer Journeys 97

Customer Journeys Touchpoint CRM Software 97

ShepHyken

FEBRUARY 12, 2019

A Social CRM. Growing Your Business by Growing Your Soul. Shep Hyken interviews Jon Ferrara. They discuss his company Nimble , the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue… He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara: Jon Ferrara created GoldMine, the pioneer CRM program, by synthesizing existing technologies at the time.

CRM 107

CRM Sales Connections Technology 107

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

Uniphore

FEBRUARY 15, 2019

What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey. While the self-service channel is being prioritized in part due to customer demand and in part due to cost advantages, companies are being driven to take a renewed look at agent engagement due to a number of factors: Read More.

Self Service 100

Self Service Company Customer Journeys Engagement 100

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Beyond Philosophy

FEBRUARY 15, 2019

We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don’t usually share is that by academic standards, this concept is relatively new. An older theory also explains why we act the way we do as customers, and you need to know about it to promote customer success.

System 100

System Retail Consulting Customers 100