Dapresy

FEBRUARY 20, 2019

Market research professionals are busy people – there is constant pressure to gather ever more accurate, insightful data with which to enable business decisions and stay relevant in a competitive marketplace. This pressure to reduce the time between question and action, while gathering information from the largest, most representative survey group possible, means that there is not much time left over to consider how the data is gathered, stored, and shared.

Study 52

Study Groups Report Brands 52

MyCustomer

FEBRUARY 17, 2019

Loyalty. What are the core skills CX leaders require?

Customer Experience 75

Customer Experience Loyalty Customers 75

Gainsight

FEBRUARY 20, 2019

Are the right people driving product experience in your company? The Age of the Customer has increased the importance of delivering exceptional customer experiences and outcomes. With the onus falling upon the entire company to produce a great customer experience, more and more functional departments are claiming ownership. Marketing, customer success, support, product—each team plays a critical role.

Roadmap 45

Roadmap Measurement Training Customer Success 45

transcosmos Information Systems

FEBRUARY 18, 2019

People share almost everything on social media, sometimes, a little too much. Admittedly, it’s the stories about a company’s wins and gaffes on customer service that catch the attention—and rightfully so. After all, everyone is a customer one way or another. You may be judging the company by its hashtags nowadays, but there are legitimate organizations that measure customer satisfaction with proper metrics, such as the US American Customer Satisfaction Index (ACSI), which ranks comp

Customer Service 75

Customer Service Hotels Employee Engagement Social Media 75

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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.

Report

natero

FEBRUARY 20, 2019

The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. Department stores have gone back and forth on whether salespeople should be paid commission, and cable companies have started paying their support reps retention bonuses. How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests?

Customer Success 58

Customer Success Financial Customers Meeting 58

Lumoa

FEBRUARY 17, 2019

Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019!

Strategy 273

Strategy Customer Experience Loyalty Customers 273

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. Once you’ve identified your Promoters, Passives, and Detractors, do you know how to follow up with them?

NPS 199

NPS Net Promoter Score How To Effort Score 199

Steve DiGioia

FEBRUARY 18, 2019

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. Here is my list of 5 things you need to know about great service.

Policies 212

Policies Training Examples Sales 212

Customer Bliss

FEBRUARY 19, 2019

In my 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Brands 208

Brands Chief Customer Officer Hospitality Course 208

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

C3Centricity

FEBRUARY 18, 2019

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it. This year the programme included a new stream, the Future of Work and that was the one in which I was invited to speak.

Marketing 149

Marketing Chatbots Self Service Conference 149

CloudCherry

FEBRUARY 19, 2019

Predictive Analytics is such a buzzword isn’t it? Analysis plays an essential role in all aspects of business, there is no doubt about that. Yet here we are, trying to figure it all out. Do we have clean enough data to make good and accurate decisions? Do we have the structure to track the areas in which we need to? These techniques offer?decision makers the data to grow product, sales, do upselling, improve optimization and production, and execute on revenue forecasting to the executives of a c

Customer Experience 170

Customer Experience Marketing Touchpoint Analytics 170

InMoment XI

FEBRUARY 19, 2019

Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers. In fact, having a detailed understanding of your brand’s emotional connection to consumers can produce positive financial results and retain valuable customers, while even attracting new ones.

Financial 150

Financial Feedback Consumers Connections 150

NICE inContact

FEBRUARY 21, 2019

ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace.

Customer Satisfaction 138

Customer Satisfaction Abandon Rate Contact Center Wait Times 138

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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

Kristina Evey

FEBRUARY 20, 2019

Shownotes… There are usually more “customers” in the B2B relationship than in B2C. Typically, there will be, among others, … … Read More Episode 39 – Important Nuances of the B2B Customer Experience. The post Episode 39 – Important Nuances of the B2B Customer Experience appeared first on Kristina Evey.

B2B 136

B2B Customer Experience B2C Customers 136

GetFeedback

FEBRUARY 18, 2019

How to engage with Net Promoter Score (NPS) detractors, promoters and passive in a way that it will boost customer satisfaction.

Net Promoter Score 150

Net Promoter Score NPS How To Customer Satisfaction 150

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.

Report 126

Report Data Wait Times Effort Score 126

NICE inContact

FEBRUARY 19, 2019

As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers. As a speaker at Interactions EMEA 2019 , which boasts a compelling agenda featuring five user group tracks with over 25 highly attended breakout sessions, you’ll have the opportunity to share your story and enhance the knowledge and skills of your industry peers and to

Innovation 120

Innovation Conference Customer Experience Interaction 120

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

Uniphore

FEBRUARY 22, 2019

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More.

Engagement 124

Engagement Technology 124

Beyond Philosophy

FEBRUARY 19, 2019

Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience.

Retail 142

Retail Competitive Advantage Leadership Examples 142

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. At Dialog Axiata, Rekha is in charge of customer listening, customer experience management, and employee experience development. Rekha shares tactics that I think you’ll find valuable, and pieces together a story that shows just how complex running CX within a competitive teleco

Telecommunications 120

Telecommunications Company Culture NPS 120

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.

Report 100

Report Data Wait Times Effort Score 100

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

Uniphore

FEBRUARY 20, 2019

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. There is also a growing realization that customers no longer need to make a binary decision on using one form of service over the other - instead, self-service and assisted service are deeply intertwined, so much so that a single customer interaction can span

Self Service 100

Self Service Contact Center Engagement Interaction 100

Beyond Philosophy

FEBRUARY 22, 2019

There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you. Using technology, you can now measure customer’s emotions in real time!

Measurement 125

Measurement How To Training Consulting 125

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. At Dialog Axiata, Rekha is in charge of customer listening, customer experience management, and employee experience development. Rekha shares tactics that I think you’ll find valuable, and pieces together a story that shows just how complex running CX within a competitive teleco

Telecommunications 111

Telecommunications Company Culture NPS 111

Wired and Dangerous

FEBRUARY 18, 2019

Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.” But, when the time comes for cows to be transported to market, herding can become a challenge.

Self Service 114

Self Service Transportation Social Media Customers 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

FEBRUARY 21, 2019

Loyalty 219

Loyalty Engagement Customers 219

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “ To Stacy, From Stacy.

Hotels 113

Hotels B2C Loyalty B2B 113