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I’m going to teach you a little trick — one you can use to impress your friends at dinner or your co-workers at your next meeting. What you’re going to do is draw four shapes on a piece of paper: A triangle, a circle, a square and a squiggly line. Don’t let your friends see [.]. The post Using Your NPS Data to Build An Ideal Customer Persona (and then 10x your growth with personalization) appeared first on Promoter.io Blog.
What are you After? Brand equity is a bit of an elusive term in the CX and marketing research world. When asked what it is, you are likely to get a very different answer depending on who you ask. The guy from accounting is likely to give quite a differing opinion than the gal who coordinates. View Article.
As outlined in our Community Banking Customer Experience Blueprint , designing an action plan for customer follow-up is the third and final step to launch your customer experience initiative. This blog will discuss key considerations to achieving successful customer winbacks.
As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone. Customers would rather not have to talk to anyone when they’re running into trouble, but would ultimately rather not have any trouble at all. So, when they reach out to you, if you provide them with an experience that is less-than-stellar, it can make the whole thing feel even worse.
After browsing through your website, a customer initiates a chat with your support team. The agent answered their questions and clarified their concerns, so the customer should be happy and ready to buy. Hours later, you receive the customer’s feedback survey : a rating of 3 out of 5 stars, a recommendation of 4 out of 10, and a single line of feedback, “ The brand has what I need, but I’m dissatisfied with the check-out process.
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After browsing through your website, a customer initiates a chat with your support team. The agent answered their questions and clarified their concerns, so the customer should be happy and ready to buy. Hours later, you receive the customer’s feedback survey : a rating of 3 out of 5 stars, a recommendation of 4 out of 10, and a single line of feedback, “ The brand has what I need, but I’m dissatisfied with the check-out process.
Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.
Most people don’t have positive feelings about call centers. Industry research shows that 90% of customers don’t like talking to interactive voice menus , which is a nearly universal experience in corporate customer service. According to Marchex , the average American will waste 12 days of their life just waiting on hold. T-Mobile CEO John Legere recently announced some major changes to their customer care that he thinks will revolutionize the way customers feel about reaching out to his company
Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers.
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.
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #3: You Can’t Manage What You Don’t Measure What’s Wrong: When people talk about CX, they often repeat a popular saying “you can’t manage what you don’t measure.
This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I will focus this installment on how to use a customer journey map to affect positive change in your organization.
Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits.
Voice of the Customer (VoC) research arms you with insights that drive better business decisions. Learn the basic steps to launching your own VoC program.
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.
18 months ago Utah was a place I might have struggled to pick out on the map. Everyone in Utah seemed to like starting CX companies but that was as much as I knew about the place. Yet, the wheels of fortune were turning and leading us to our eventual home in Salt Lake City. This round of capital is the result of a journey we started more than 18 months ago when we got our first real round of institutional capital and dreamt of building a global company.
Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Often marketing is the next department concerned with NPS. After all, aren’t they are the keepers of the company reputation? What if I told you that companies who include a more holistic approach to their NPS—and take action on it—are more than twice as likely to have greater than 100% growth and net negative churn?
We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives. Sometimes this need is indirect, an implication from questions like, “How can I convince senior leadership to buy in to my CX roadmap?” To, “Our execs don’t seem to. View Article.
Your customers are the lifeblood of your business. Everything you do, you do it for them (Bryan Adams style). Since customers are the ones who affect your bottom line and act as your brand advocates, think of the benefits of keeping them in the driver’s seat. A Voice of the Customer program does just that. It helps you gather the right insights from the people intimately connected to your brand.
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.
Keeping up with trends that revolutionized the customer service industry The customer service industry is experiencing the biggest digital shift ever - with industry leaders and pioneers scrambling to adopt automation, leverage analytics, expand channels, and integrate front office operations with back-office processes. Keeping track of industry trends ensures that your customer service strategy is on par with customers’ current expectations.
AskNicely, Inc. announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Now you can comprehensively handle NPS feedback data in Salesforce with AskNicely. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth.
Best Practices C3 2018 Speaker Spotlight: Q&A with Robin Gomez, Radial, a bpost company Share We are just a week out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville. Check out the latest from the 2018 Speaker Spotlight series. Robin Gomez, data and analytics director at Radial, a bpost company, will be sharing use cases for metadata integration, the insights his team has gleaned and why metadata integration is importan
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.
How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on.
In my new 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. The following is a lightly edited transcript of the video below. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group. To maximize the effectiveness of a persona-based journey map, you must do three things well – validate, educate, and activate. Save Save. The post Validate, Educate, and Activate the Customer Journey Map {Infographic} appeared first on Joseph Michelli.
Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line. For our recent podcast we invited a special guest to join us. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers.
I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. With a background in business and technology, Bob is an extremely senior executive leader with many years of experience leading and guiding not only what goes inside of an organization, but also in how he tells the customer story and engages leaders in a graceful way.
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