Promoter.io

SEPTEMBER 5, 2018

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.

NPS 235

NPS Data Meeting Customers 235

InMoment XI

SEPTEMBER 7, 2018

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.

Brands 174

Brands Marketing 174

Centriam Customer Experience Lab

SEPTEMBER 7, 2018

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.

Banking 150

Banking Tips Customers Customer Experience 150

CX Journey

SEPTEMBER 5, 2018

Today I'm pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about. Ideally, a strong brand identity will mesh both your needs and those of your customer. 77 percent of B2B marketers say that proper branding plays a big role in company growth.

Brands 238

Brands How To Social Media Travel 238

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

CloudCherry

SEPTEMBER 6, 2018

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.

Analytics 221

Analytics Analysis NPS Financial 221

InMoment XI

SEPTEMBER 5, 2018

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.

ROI 200

ROI Roadmap Leadership Strategy 200

Michelli Experience

SEPTEMBER 4, 2018

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.

Customer Journeys 220

Customer Journeys Government Touchpoint Tools 220

CloudCherry

SEPTEMBER 2, 2018

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.

Analysis 207

Analysis Sales Feedback Software 207

Kayako

SEPTEMBER 6, 2018

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.

Policies 219

Policies Customers Customer Experience Examples 219

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

iCiDIGITAL

SEPTEMBER 7, 2018

Rolling out a digital experience platform (DXP) can be a daunting initiative for an enterprise. Done well, the challenge will be worth the investment of time and resources. A successful DXP rollout will reward marketing with a powerful platform to build compelling customer experiences that drive key conversions, and end customers will benefit from positive interactions with the brand.

Marketing 172

Marketing Customer Experience Tools Resources 172

GetFeedback

SEPTEMBER 6, 2018

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.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

C3Centricity

SEPTEMBER 3, 2018

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!

Customer Centricity 168

Customer Centricity How To Customer Satisfaction Social Media 168

CloudCherry

SEPTEMBER 7, 2018

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.

Brands 150

Brands Technology Company Marketing 150

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

AskNicely

SEPTEMBER 6, 2018

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?

NPS 150

NPS Net Promoter Score Survey Customer Success 150

GetFeedback

SEPTEMBER 7, 2018

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.

Net Promoter Score 150

Net Promoter Score CRM Survey Feedback 150

Experience Matters

SEPTEMBER 4, 2018

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.

Measurement 163

Measurement Management Customer Experience Customers 163

Russel Lolacher

SEPTEMBER 4, 2018

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of…. A Dish Bear-ly Served Cold The Story ACT ONE: Robert gazed. The post CX Storytime Tale of A Dish Bear-ly Served Cold appeared first on The Upsell.

Customer Experience 144

Customer Experience Customers Customer Journeys 144

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

AskNicely

SEPTEMBER 4, 2018

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.

NPS 150

NPS Net Promoter Score Software Touchpoint 150

GetFeedback

SEPTEMBER 5, 2018

These days, people engage with brands through a number of different avenues, especially digital channels like social media, emails, and live chat. And in order for brands to grow and build meaningful relationships with their customers in today’s industry, they need to be available on these various channels by adopting an omnichannel approach. What is the omnichannel approach?

Omni-Channel 150

Omni-Channel Touchpoint Social Media Rewards Programs 150

NICE inContact

SEPTEMBER 5, 2018

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.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

Omnicus

SEPTEMBER 5, 2018

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.

Trends 140

Trends Customer Service Customer Service Strategies Analytics 140

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

TeamSupport

SEPTEMBER 7, 2018

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions. Rather than spending time and money on proactive communication campaigns with customers that already love you or don’t want to be contacted, customer health anal

Customer relationships 136

Customer relationships Net Promoter Score eBook B2B 136

GetFeedback

SEPTEMBER 7, 2018

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.

Customers 150

Customers 150

ReviewTrackers

SEPTEMBER 4, 2018

The use of senior care reputation management is crucial in the industry. More Baby Boomers are retiring and their children look online first to find the best care available. One way facilities can distinguish themselves from the competition is by maintaining a positive reputation in their online reviews. In fact, our research shows that 82 percent of those looking for assisted living facilities will read online reviews as part of their research process.

Tips 133

Tips Brands Management Financial 133

Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry.

Trends 203

Trends Customer Service Customers Industry 203

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

iPerceptions

SEPTEMBER 6, 2018

Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity.

Customer Experience Management 153

Customer Experience Management Analysis CEM Customer Experience 153

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

Employee Experience 150

Employee Experience Customer Experience Connections Employee Engagement 150

Help.com

SEPTEMBER 6, 2018

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

Customer Service 133

Customer Service Strategy Call Center Customer Care 133