Customers That Stick

DECEMBER 12, 2019

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be. But first, what do we mean by a game changer? It’s simply something that materially redefines how we look at or execute around customer experience.

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Customer Experience Retail Tips Customers 78

Innovative CX

DECEMBER 12, 2019

In 1999, I read a book entitled, First, Break all the Rules, by Marcus Buckingham and Curt Coffman. As some of you know by now, I like re-reading business books from years past. It gives me the opportunity to assess what progress we’ve made in addressing our day-to-day business challenges. This book is primarily about leadership and “what the world’s greatest managers do differently”.

Customer Journeys 52

Customer Journeys Leadership Customer Satisfaction Study 52

MyCustomer

DECEMBER 13, 2019

Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth.W 13th Dec 2019. By Neil Russell-Smith Head of Marketing, EMEA.

Marketing 40

Marketing Customer Experience Customers 40

inmoment

DECEMBER 10, 2019

Optimizing the customer experience for success is a necessity in today’s competitive business environment. And, for any initiative, customer data is the perfect place to start adjusting your strategy. With careful planning, analysis, and execution, you can transform CX intelligence into effective product innovation. Our webinar, “From Information to Innovation: Using Customer Data to Drive Product Innovation,” helps you identify ways to leverage your CX program to sustain product enhancements th

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Innovation Feedback Tools Customer Voice 40

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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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ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success.

Competitive Advantage 101

Competitive Advantage Case Study Insurance Communication 101

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering. It’s the one KPI that is most indicative of the effectiveness of your customer experience (CX) strategy.

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NPS Net Promoter Score Customer Journeys Metrics 111

Kitewheel

DECEMBER 12, 2019

Two strategies to deliver great experiences in your loyalty journey. How can you retain customers and engage them across time? You must build out a customer journey program that supports the loyalty journey. Driving customer loyalty is only part of the complex challenge of managing customer journeys, but a few simple principles can help you succeed.

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Customer Journeys Engagement Loyalty Programs Loyalty 52

UJET

DECEMBER 10, 2019

The holidays are a busy time. With an influx of travel plans, gift buying, and end-of-the-year promotions, brands find themselves faced with the task of maintaining inventory, getting orders out the door, and ensure that their customers are left satisfied. This can create stress for everyone and all the requirements that come with serving consumers.

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Tips Travel Self Service Wait Times 84

ChurnZero

DECEMBER 13, 2019

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. As a new Customer Success leader in your organization, you must figure out how you’ll measure success, keep your team happy and engaged, and secure stakeholder buy-in to champion your strategy in the new year. But, if you try to build all elements of Customer Success at once, you’ll end up with a recipe for mediocre outcomes.

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Customer Success Strategy eBook Chief Customer Officer 72

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

Lumoa

DECEMBER 12, 2019

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

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ROI Customer Experience Financial Measurement 321

Totango

DECEMBER 12, 2019

A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps. The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. This modular approach lets you focus on goals-based, results-driven KPIs that guide the customer and help them reap benefits from the use of your product.

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Management Net Promoter Score Customer Journeys Effort Score 65

Magellan Solutions

DECEMBER 10, 2019

Customer support outsourcing services help in responding immediately to your customers. So you do not have to worry if you are losing money on unattended customers. Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . Doing customer service may seem easy to some people, but it is in fact a bit exhausting as you need to face different types of clients and their mood from time to time.

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Customer Service Contact Center Multi-Channel Social Media 98

One Millimeter Mindset

DECEMBER 11, 2019

Do you tell uncomfortable business stories to your clients and colleagues? Or, do you prefer comfortable stories, where clients always hear how your products and services will live up to their expectations? And everyone always lives happily ever-after? Also, when you tell these preferable, comfortable, and predictable, stories, what are you thinking to yourself?

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Sales Meeting Communication Tools 67

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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.

Voice of Customer

Myra Golden

DECEMBER 10, 2019

I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her. I smiled, and when she got to my window, I practically sang, “How are you?”. And you know what the employee said to that?

Call Center 52

Call Center Tips Customers Survey 52

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). An added advantage of text analytics is that it helps uncover trends that you might not have even realized existed–questions you might not even be asking on your customer surveys.

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Analytics Customer Experience How To Survey 221

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways to create an amazing customer experience in 2020, and I thought it would be enjoyed by our Shepard Letter subscribers as well.

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Customer Service Customer Experience Fashion Video 118

Experience Investigators by 360Connext

DECEMBER 10, 2019

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map? If you don’t, the holiday season is a perfect time to get started so you know your customer journey will be up to snuff throughout the coming year.

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Customer Journeys Retail Social Media Customers 162

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

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Here she reveals Critizr’s top five predictions for customer listening in 2020. 1.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

ClientSuccess

DECEMBER 10, 2019

In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related – have slowly but surely diverged. While customer success programs tend to focus more and more on the business aspects of customers (onboarding, training, ongoing success, upsells, cross-sells, etc.), customer experience has become a small yet crucial part of a customer’s overall success. .

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Customer Experience Touchpoint Customer Success Metrics 52

CloudCherry

DECEMBER 9, 2019

Join us, CX Soldier…. …As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. Need a little back-story on how our CX Champ ended up joining the frontlines in the CX World at Promomash? Five years ago, she met the team at a Trade show and- in her own words, “fell in love with the idea of saving all my time away from spreadsheets, and mov

Culture 312

Culture Brands Loyalty Customer Experience 312

QuestionPro Audience

DECEMBER 9, 2019

QuestionPro Audience is an economical and quick market research solution that fits your budget. You can access and buy survey respondents from around the globe from our panel and get results quickly. It gets you immediate answers for brand research and tracking, product testing and development, market segmentation, advertising testing, consumer behavior, and more.

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Advertising Survey Feedback Consumers 221

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

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.

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Course Exercises Travel Measurement 182

Alida

DECEMBER 10, 2019

Recently, our Director of Professional Services, Lisa Ketola, shared some information about a #newMR webinar she attended about the best way to share insights with stakeholders. Knowing how much great insight our customers are getting from their insight communities , those insights are not helping the business if stakeholders aren’t receiving them.

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Customers 200

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments.

Analytics 195

Analytics Customer Experience How To Feedback 195

QuestionPro Audience

DECEMBER 12, 2019

The Madness of March. Many sports fans claim the only thing that gets them through the tedious month of March, when spring is so close you can taste it, is the NCAA Men’s Basketball Tournament, better known as March Madness. College basketball fans aren’t the only ones who get excited for the tournament, however. Due to the popularity of office brackets, even the most casual sports fan can get swept up in the excitement, in the hopes of bragging rights and a little extra cash.

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Sports Brands Advertising Consumers 195

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

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.

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Course Exercises Travel Measurement 182

Kerry Bodine

DECEMBER 9, 2019

I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & Co. uses on our own consulting engagements.

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Customer Journeys Consulting Tools Engagement 156

NICE inContact

DECEMBER 9, 2019

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer. It lets you “listen” to EVERY call – and analyze EVERY call. Sounds better than having to take a sampling and hoping you get the right ones to give you a full perspective, right?

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Contact Center Analytics Interaction Customer Experience 156