Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

B2C 137

B2C B2B Customer Experience Culture 137

Alida

JUNE 25, 2019

“How do you keep people engaged when you’re collecting ongoing insight?” is a common question we get asked. The only way to maintain fast, agile access to a group of opted-in, richly profiled customers that you can collect feedback from over time, is to find the magic to engage them so that you continue to obtain their consent.

Feedback 164

Feedback How To Groups Engagement 164

ShepHyken

JUNE 26, 2019

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

GetFeedback

JUNE 22, 2019

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. After all, “The purpose of a storyteller is not to tell you how to think, but to give you questions to think upon,” according to Brandon Sanderson, author of “The

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

InMoment XI

JUNE 28, 2019

The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now. New 2019 Research Reveals the Preferences of Mobile Survey Respondents Did you know that over 60% of respondents in a standard CX survey are completing the survey on a mobile device? That means. View Article.

Survey 284

Survey 284

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on 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. What we know is: when we make it hard to do business with us, it costs a lot of money. You’ve probably seen the Siegel + Gale study , which says we’re leaving a collective $86 billion on the table when we don’t take care of customers&#

How To 201

How To Video Course Metrics 201

GetFeedback

JUNE 24, 2019

Watch this on-demand webinar and learn how to launch a cross-functional CX program that enforces customer-centric strategies across departments.

How To 210

How To Customer Experience Customer Centricity Strategy 210

InMoment XI

JUNE 27, 2019

Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences. Automotive manufacturers and OEMs use the NVCS as a road map to modify current.

Study 276

Study Automotive Consumers Survey 276

Alida

JUNE 27, 2019

As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative. They have a higher expectation of being heard and considered by the companies they patronize.

Customers 188

Customers Sales Technology Customer Experience 188

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Experience Matters

JUNE 27, 2019

Well, it has finally happened. After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard. It’s hard to say goodbye to a site and a brand that we built and nurtured since May 2010.

Groups 186

Groups Brands Customer Experience Customers 186

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted.

Company 172

Company Customer Journeys Metrics Strategy 172

NICE inContact

JUNE 28, 2019

Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal and spend more over the long-term? Talk about a silver bullet. There is a way that brands can encourage loyalty with demonstrable results: Make customers feel good — again and again. Customer decision-making and motivation — how customers act and why — is at the core of customer experience.

Self Service 168

Self Service Contact Center Entertainment Call Center 168

Alida

JUNE 26, 2019

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount. Whether that be considering how to communicate, ask questions, share back, or give personal recognition, they walk a mile in their customers' shoes to decide the best approach.

Feedback 174

Feedback Groups Trends Communication 174

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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

InMoment XI

JUNE 28, 2019

Use Customer Experience Data to Enable Success The quality of the Customer Experience (CX) is an important variable impacting the overall success of an organization. According to the Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers say their companies compete mostly on the basis of customer experience, and 81% say that in.

Feedback 30

Feedback Survey Customers Marketing 30

GetFeedback

JUNE 22, 2019

When you write a story, what is the first thing you should think about? Your audience. The same holds true.

NPS 150

NPS 150

NICE inContact

JUNE 26, 2019

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

Beyond Philosophy

JUNE 27, 2019

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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

CX Journey

JUNE 25, 2019

Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way.

Analytics 134

Analytics Tips Culture System 134

Heart of the Customer

JUNE 27, 2019

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer.

Customers 133

Customers Customer Journeys Customer Voice Consumers 133

NICE inContact

JUNE 27, 2019

As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve. Honeywell not only established customer experience as a top priority but made it a corporate initiative. And the business focuses on making it easy for customers to do business with the company and on creating customer experiences that are memorable.

Net Promoter Score 136

Net Promoter Score Virtual Call Center Contact Center Call Center 136

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it sound like agent-facing AI is just a fad. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye. Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI

Contact Center 130

Contact Center Chatbots Knowledge Base Resources 130

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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

ShepHyken

JUNE 25, 2019

A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. The Interview with Ford Blakely: When faced with a problem, it’s important to approach it from the standpoint of convenience.

Guest Experience 126

Guest Experience Technology Consumers Connections 126

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service in

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.

Measurement 121

Measurement Analysis Study Customer Experience Design 121

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Kristina Evey

JUNE 25, 2019

Shownotes… This episode addresses Services Growth – transforming an organization’s focus from selling products to building and establishing customer relationships … Read More Episode 57 – Thomas Hollmann Discusses CX Services Growth. The post Episode 57 – Thomas Hollmann Discusses CX Services Growth appeared first on Kristina Evey.

Customer relationships 120

Customer relationships Customer Journeys Customers Customer Experience Management 120

ShepHyken

JUNE 24, 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. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. (Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world.

Customer Service 119

Customer Service Poor Customer Service Tips Hotels 119

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115