McorpCX
APRIL 2, 2019
When we look at customer experience leaders today , it’s unsurprising there are a number of things they have in common. When looked at from a macro level, we see that many of the individual strategies and tactics that these leaders deploy roll up to three high-level areas of strategic focus.
MyCustomer
APRIL 3, 2019
3rd Apr 2019. D. We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from. By. Peter Dorrington. European Director of Customer Insights.
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Grade.us
APRIL 4, 2019
It's really easy to get caught in the mindset that says 'a customer who leaves a bad review just needs you to placate them with a refund or a freebie of some kind.' Yet when I set out to ask customers what they really wanted when they left a bad review, the responses were surprising. Because for most people, getting physical compensation was not even close to being the point.
ERDM
APRIL 4, 2019
Article by Ernan Roman Featured on CustomerThink.com Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. If consumers do not have a perception of trust regarding your company, they’ll have no interest in anything you have to say to them. Similarly, if you do not demonstrate to consumers that you value them, this will further erode their trust and they will move on.
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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
APRIL 5, 2019
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
IntouchInsight
APRIL 4, 2019
CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes.
C3Centricity
APRIL 3, 2019
How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. And getting it approved by your executive board is perhaps the most challenging part of all. Management are renowned in most organisations for “innocently” posing questions when passing marketers in the corridor or while socialising at a company event.
Steve DiGioia
APRIL 1, 2019
As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.
Kristina Evey
APRIL 2, 2019
Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.
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.
GetFeedback
APRIL 3, 2019
Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason! After all, how often can you boast about having a cooler that is bear-proof , fortified from the elements and can withstand even the roughest elements ? YETI owners can. The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience.
Lumoa
APRIL 3, 2019
Find out what it takes to create effective customer surveys and start sending customer surveys right away!
Customer Bliss
APRIL 5, 2019
How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger , Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while leveraging his background in product development, and marketing and advertising, to transform a 170-year-old company’s communication methods into the world of digital.
Kristina Evey
APRIL 3, 2019
Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read More Customer Experience Questions to Challenge Yourself Every Day. The post Customer Experience Questions to Challenge Yourself Every Day appeared first on Kristina Evey.
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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.
GetFeedback
APRIL 1, 2019
With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. . In this post, we’ll look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .
NICE inContact
APRIL 1, 2019
Successful call center agents are trained to pinpoint customer needs and resolve their pain points. This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Here are 5 steps organizations can take to improve call center selling .
InMoment XI
APRIL 5, 2019
This article was written by Gillian Mackay, Strategic Consulting Director at MaritzCX, and originally published here. Engaging Customers with Creative Technology You’ve just finished a call to your bank about a fairly mundane matter when you are asked to stay on the line to complete a telephone survey. Sound familiar? What do you do? If. View Article.
CloudCherry
APRIL 3, 2019
I recently found myself shopping for a new TV. Our old Television had begun to emit an annoying high pitch and would sometimes shut down on its own. We were tired of adjusting the volume. So, we set-off to find a new TV. It was up to me to come across a brand-new model that would perform well. So, it’s Friday night and I had already got online and started my search.
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.
Alida
APRIL 2, 2019
More and more companies today have a strategic imperative to align around the customer. It’s becoming evident that getting to know your customers – and I mean really knowing them – can lead to better decision making and improved business outcomes. I’m not talking about knowing their basic demographics but their preferences, their likes and dislikes, what they think of your plans and ideas – the important stuff.
NICE inContact
APRIL 3, 2019
Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to drive better employee motivation and hence retention. .
InMoment XI
APRIL 4, 2019
At 12:01AM on August 1, 1981 MTV took to the air waves and forever changed the music industry. Video offered a new perspective and changed how the world experienced music. Today, video is revolutionizing CX programs by offering a new perspective on how organizations see, hear, and respond to their customers. Join MaritzCX and LivingLens.
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially.
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.
GetFeedback
APRIL 1, 2019
Let's look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .
NICE inContact
APRIL 1, 2019
Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California.
InMoment XI
APRIL 2, 2019
Bringing Insight to Life: Enhancing CX with Video In 1981, MTV changed the music industry forever by offering a new perspective with music videos. In this day and age, video is continuing to revolutionize, only this time with CX programs; by offering a new perspective on how organizations see, hear, and respond to their customers. View Article.
CX Journey
APRIL 3, 2019
Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it!
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
Beyond Philosophy
APRIL 4, 2019
Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.
NICE inContact
APRIL 3, 2019
As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days.
GetFeedback
APRIL 3, 2019
Read how YETI fuels their customer centric values through GetFeedback.
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