Beyond Philosophy

JULY 19, 2018

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.

Policies 199

Policies Customer Centricity Government Video 199

Kristina Evey

JULY 17, 2018

Customer Journey Mapping. Map the Experience Your Customers Have. This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder. Many folks, myself included, used to map out every single touchpoint the customer encounters and then map out all of the operational logistics necessary behind the scenes and while these looked impressive, they would impress you st

Customer Journeys 72

Customer Journeys Customer Experience Touchpoint Management 72

Horizon CX

JULY 20, 2018

The following article is a guest post by Larry Reed of DesignRush obtained through Tenfold – www.tenfold.com. . Tenfold powers better customer conversations. In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Many inexperienced marketers who are just starting out can easily fall prey to some of these myths that reference half-researched articles and make potentially harmfu

Brands 20

Brands Net Promoter Score Chatbots NPS 20

Kristina Evey

JULY 16, 2018

The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer. I know that most of you are looking to create solid experiences for your customers that will bring them back to you time and time again.

Customer Experience 159

Customer Experience Call Center Customers Leadership 159

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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.

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Quadient

JULY 19, 2018

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations. According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

Omni-Channel 40

Omni-Channel Financial Customer Experience Customers 40

UJET

JULY 19, 2018

It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.

Customers 297

Customers Customer Experience 297

GetFeedback

JULY 19, 2018

Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.

Tips 240

Tips Survey Net Promoter Score Data 240

PeopleMetrics

JULY 17, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably.

Measurement 210

Measurement CEM Telecommunications Wireless 210

C3Centricity

JULY 16, 2018

Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?

Social Media 120

Social Media Advertising Brands Course 120

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

CloudCherry

JULY 18, 2018

Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

GetFeedback

JULY 20, 2018

Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. 1. Pick the right customer survey metric.

Survey 186

Survey Net Promoter Score Effort Score Metrics 186

InMoment XI

JULY 19, 2018

This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated. The placement of certain key survey questions – particularly the overall satisfaction question in a customer satisfaction questionnaire – has been extensively debated among academics, suppliers, and clients.

Survey 150

Survey Customer Satisfaction Connections Customers 150

AskNicely

JULY 17, 2018

As a product team, you require a deep understanding of your customers’ complex problems. Without it, how do you know if you’re innovating in the right direction? Are you fixing real pain points, or are you spending time and money on features that might not actually matter to your customers? Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innov

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

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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.

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Experience Matters

JULY 17, 2018

Emotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric.

Metrics 149

Metrics Survey Feedback Consumers 149

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. In the GetFeedback builder, select “Create from Scratch.”.

Survey 186

Survey How To Feedback Guidelines 186

InMoment XI

JULY 17, 2018

A few days ago, I found out that I need to get surgery on my right elbow. It’s been hurting a long time now, during the course of which I’ve seen various medical experts in hopes they would have a solution. The healthcare industry is something that everyone utilizes even though it has a bad. View Article.

Healthcare 150

Healthcare Course Industry 150

Retently

JULY 17, 2018

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape.

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

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

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

GetFeedback

JULY 19, 2018

Customer feedback makes your CRM even more powerful. Here are a few simple tips on improving visibility and driving action with Salesforce survey data.

Tips 170

Tips Survey Data CRM 170

NICE inContact

JULY 19, 2018

Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency.

Contact Center 120

Contact Center CRM Call Recording System 120

Kayako

JULY 20, 2018

At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. The world was changing. Markets got more crowded, consumers got more discerning, and seamless customer experience became a competitive advantage.

Software 120

Software Social Media Multi-Channel Competitive Advantage 120

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

Kristina Evey

JULY 16, 2018

Episode 008 – Creating an Effective Customer Journey Map Shownotes. What Journey Mapping ISN’T. Not a process map. Not or training manual. Not what you hope customers experience. Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the customer. Not silo driven. Not company focused on driving profits or sales.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Customers 120

GetFeedback

JULY 20, 2018

If your customer survey is just so-so, you might be missing out on meaningful insights. Here are 4 foolproof ways to harness the power of smarter surveys.

Survey 150

Survey Customers 150

Customer Bliss

JULY 19, 2018

“You can’t change Rome in a day. You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

TechSee

JULY 17, 2018

IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service

Wait Times 114

Wait Times Self Service Meeting Call Center 114

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

Kristina Evey

JULY 16, 2018

Shownotes … Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are doing what you think is best for your business and your customer. I know that most of you, simply because you are listening to this podcast, are looking to create solid experiences for your customers that will bring them back to you time and time again.

Customer Experience 120

Customer Experience Customers Leadership System 120

CX Journey

JULY 18, 2018

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? In a nutshell. yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised! Today's post is a follow-on to last week's post, A Fish Rots from the Head Down , in which I wrote about the need for company leadership to model the behaviors they want to see from their employees in order to transform, inspire, and drive the company's intended culture.

Culture 109

Culture e-support Leadership Government 109

ReviewTrackers

JULY 17, 2018

Managing the customer experience (CX) has become a top priority for many of today’s business organizations. Not so long ago, simply having the highest-quality product, the savviest marketing, the greatest convenience, the best customer service, or the most bang for the buck was considered the key to business success. But times have changed. Now, CX has become the key growth driver and competitive differentiator.

Tools 100

Tools Customer Experience Strategy Self Service 100