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: 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
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.
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.
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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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.
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.
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.
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!
GetFeedback
MARCH 1, 2019
At GetFeedback we believe the simpler a customer experience (CX) solution, the better. Read about our top competitive advantages.
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.
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.
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
GetFeedback
FEBRUARY 26, 2019
The right NPS survey will help you build long-lasting relationships with your customers.
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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.
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.
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.
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.
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.
Comm100
MARCH 1, 2019
Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than fiv years, asking a chatbot to tell you the weather forecast or buy your groceries has transformed from something nobody thought possible to an everyday occurrence. Chatbot advancements over the years aren’t limited to just Google Home being able to turn your lights on and off (although that has certainly given Clappers a run for their money).
Horizon CX
FEBRUARY 26, 2019
The general and financial benefits of delivering a great customer experience have been written and talked about for many years now. However, some organizations still struggle to embrace a full commitment to it. Many organizations will venture down the path, but then either slow down “going through the motions” or stop completely after taking little to no action at all on voice-of-the-customer feedback.
Oracle
FEBRUARY 25, 2019
Artificial intelligence (AI) took off in some inspiring new directions over the past year, from c hatbots using conversational AI to algorithms that can identify abnormalities in patient x-rays. Here, retail executives, market analysts, and industry experts share some interesting quotes about artificial intelligence. Disruptive innovation. “Technology is going to disrupt the future of work, perhaps sooner than we thought.
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