Prophet
FEBRUARY 27, 2019
In today’s digital, always-on world, words are an increasingly powerful currency for brands to create real-time value and demonstrate relevance. But finding the right words—and using them effectively—requires rigor and structure. Deploying a thoughtful verbal branding strategy (sometimes called a verbal identity) can help bridge your brand strategy to in-market execution through content, communications and […].
Totango
FEBRUARY 28, 2019
Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.
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Kristina Evey
FEBRUARY 27, 2019
I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read More Treat Your Customer Facing Staff Like Royalty. The post Treat Your Customer Facing Staff Like Royalty appeared first on Kristina Evey.
Experience Matters
FEBRUARY 28, 2019
Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” In the report, Employee Engagement Competency & Maturity,
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
BlueOcean
FEBRUARY 25, 2019
Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
FEBRUARY 26, 2019
Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. A vast majority of respondents make or influence decisions at their organization.
ijgolding
FEBRUARY 26, 2019
Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead. Knowing what to do is seriously valuable. So with the future health of the business at stake, it’s worth knowing how to keep each customer, and that’s where customer feedback comes in.
Vonage
FEBRUARY 26, 2019
Your business serves ultra-connected customers who expect a consistent experience through every channel. So, the more channels, the better, yes? Sure, but only if the customer gets treated right across the board — at any point, on any channel (even by that new chatbot your boss keeps mentioning). So how can you pull that off? . The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly.
GetFeedback
FEBRUARY 25, 2019
There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens. Most email lists decline by about 25% a year according to Email Monks. There are lots of reasons for this. Sometimes it’s about the number or frequency of emails. In other cases, they don’t like the content. Some subscribers only sign up to get a deal or offer.
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IntouchInsight
FEBRUARY 26, 2019
Learn how collecting qualitative customer feedback can help you gain more value from your voice of the customer program and make more targeted CX improvements.
Customer Bliss
FEBRUARY 26, 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?
InMoment XI
FEBRUARY 25, 2019
Customer Experience Research is Common Sense In college, I grew up on watching Steven Wright’s comedy acts. In fact, one-time on a business trip I ran into him at my hotel in Atlanta – what a moment. His comedy angle is basically using common sense thinking and then wrapping a question or comment around that. View Article.
GetFeedback
MARCH 1, 2019
Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. In fact, 73% of U.S. consumers say that customer experience (CX) is a very important factor in their purchasing decision, so much so that even if they love a company or product, 59% will still walk away after several bad experiences and 17% will walk away after just one bad experience.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
BlueOcean
FEBRUARY 25, 2019
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.
Customer Bliss
MARCH 1, 2019
With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? In this podcast, join me for a fascinating discussion with Thales Teixeira , the Lumry Family Associate Professor at the Harvard Business School , whose research focuses on digital disruption and what he calls, “The Economics of Attention.” Discover a new framework that will kickstart and advance your work as a CX practitioner and leader inside of your organization.
Kayako
FEBRUARY 28, 2019
The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives. But developing a strategy to deliver that great experience isn’t as simple as deciding you’re going to do it.
GetFeedback
MARCH 1, 2019
At GetFeedback we believe the simpler a customer experience (CX) solution, the better. Read about our top competitive advantages.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Comm100
FEBRUARY 26, 2019
We’re excited to announce that Comm100 was presented with a Bronze Stevie® Award in the “Contact Center Solution – New Version” category in the 13th annual Stevie Awards for Sales & Customer Service on Feb. 22 in Las Vegas, Nevada. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.
Esteban Kolsky
MARCH 1, 2019
if you are a fan of Gartner, and who among us is not – right?, you know about the hype cycle. image above, copyright Gartner, Inc. funny, well – i think it is, was that when i used to present as a G analyst i used to call it the marriage cycle… you meet someone (trigger), you date them for a while and you think they are the ones you need to spend your life with (peak of inflated expectations), you get married and — poof!
ShepHyken
FEBRUARY 27, 2019
Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things.
GetFeedback
FEBRUARY 26, 2019
The right NPS survey will help you build long-lasting relationships with your customers.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Kristina Evey
FEBRUARY 26, 2019
Shownotes – Where are the hassles your customers encounter when using the product or service you provide regardless of who they … Read More Episode 40 – The Benefits of Hassle Maps. The post Episode 40 – The Benefits of Hassle Maps appeared first on Kristina Evey.
Retently
FEBRUARY 27, 2019
There are two ways to grow your business. The first is to acquire new customers. The second is to focus on retaining existing clients and increase customer lifetime value (CLV). Data shows that the second is a far more effective strategy for producing a steady, predictable increase in revenue. Despite this, sources disclose that 44% of companies spend more time and money on acquiring customers, whilst only 16% of businesses focus on reducing churn, putting up front the old wisdom that it’s cheap
ShepHyken
MARCH 1, 2019
This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. – Shep Hyken. With the passing of another year in the digital age, the reality is that we all have to be more aware of how artificial intelligence is entering into our lives. Smart business leaders know that to maintain a competitive advantage, they have to keep an eye on the future.
GetFeedback
FEBRUARY 25, 2019
There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens.
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Beyond Philosophy
FEBRUARY 25, 2019
I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Some people do push back on the idea that people are not rational. Typically, they are more rational-types. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”.
Oracle
FEBRUARY 28, 2019
When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. For example, one may think that access to online pricing on a smartphone or store kiosk might drive consumers away from stores — and even potentially to a competitor’s site — however, that way of thinking simply isn’t true.
ShepHyken
FEBRUARY 26, 2019
Customer Feedback 101. Seeing Your Business Through the Eyes of the Customer. Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue… He discusses the best way to get customer feedback.
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