Thematic
DECEMBER 5, 2018
Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place.
Alida
DECEMBER 7, 2018
View Infographic. The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. Customers today want more than a transactional service; they expect a meaningful interaction with a brand.
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Customer Bliss
DECEMBER 6, 2018
I came across a Forbes article that explored how CX is being looked at in the telecoms industry, and it stated that, “more and more, telcos are concerning themselves not just with whether things work from a technical standpoint (“Does my cell phone have a signal?”), but with the emotions of the customer (“Am I having fun watching this video – or feeling impatient and frustrated?
eglobalis
DECEMBER 4, 2018
Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.
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Experience Matters
DECEMBER 5, 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 #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
DECEMBER 1, 2018
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? Without true accountability, pieces are bound to slip through the cracks.
InMoment XI
DECEMBER 6, 2018
There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that might surprise many. New, factory bonus incentive programs, such as GM’s EBE, ESE and PASE and Nissan’s Customer Experience Elements, are creating pressure on car dealers to bring “customer experience” to the same level of. View Article.
Steve DiGioia
DECEMBER 3, 2018
This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel important, and feel fulfilled. So, how can you find your purpose in life? Well, is your purpose: What you love to do.
C3Centricity
DECEMBER 3, 2018
Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions.
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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.
CloudCherry
DECEMBER 1, 2018
Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! Apple is well known for having some of the most loyal fans. People stream their annual product announcements during their breaks at work and line up for days to purchase the latest iPhone. This loyalty translates to an insanely high Net Promoter Score (NPS).
Kayako
DECEMBER 6, 2018
When collected and implemented properly, customer feedback can help improve your product and the services that support it. Learning of how customers perceive your business is critical to building a customer-centric culture that strives to provide the best possible experience for prospects and customers alike. In this article we are going to explore the best and most effective ways to approach customers for feedback.
Customer Bliss
DECEMBER 4, 2018
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. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization.
Beyond Philosophy
DECEMBER 6, 2018
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too.
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.
CloudCherry
DECEMBER 1, 2018
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. And here’s why. Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers.
InMoment XI
DECEMBER 7, 2018
We researchers have done things in the past we probably wouldn’t do again. In some cases we have unintentionally erected walls that have acted to isolate companies from their customers – making the Voice of the Customer more elusive than it should have been. We need to tear down the walls that have caused the. View Article.
AskNicely
DECEMBER 6, 2018
One of the best ways to engage with your happiest customers is to invite them to refer a friend or colleague (especially if they’ve just filled in a Net Promoter Score survey saying they’d happily do exactly that!). And, of course, you also want to take the chance to make your happy customer a little bit happier still, so offering some sort of reward for a referral is often a good idea.
GetFeedback
DECEMBER 4, 2018
Handle the downpour of live chat requests during the holiday season like a pro with these proven-to-work live chat customer service strategies.
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.
CloudCherry
DECEMBER 1, 2018
Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. They obviously want to provide supreme and excellent service on a daily basis. But even though the desire to improve MX is there, building an MX program from scratch is hard.
InMoment XI
DECEMBER 7, 2018
We researchers have done things in the past we probably wouldn’t do again. In some cases we have unintentionally erected walls that have acted to isolate companies from their customers – making the Voice of the Customer more elusive than it should have been. We need to tear down the walls that have caused the. View Article.
AskNicely
DECEMBER 4, 2018
Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey.
ShepHyken
DECEMBER 5, 2018
In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction. What I haven’t done is talked to you about what causes friction. Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with?
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CloudCherry
DECEMBER 1, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights.
InMoment XI
DECEMBER 2, 2018
For the third year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research firm from the American Marketing Association (AMA) in its annual Top 50 Report of U.S. Market Research and Analytics Companies. In addition, the company was recently named a 2018 Top Workplace by the Salt Lake Tribune. “We feel. View Article.
NICE inContact
DECEMBER 4, 2018
At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring. Maybe you’re offering limited channel choices, even voice only. If your organization is like most, you’ve been wrestling with these issues for years.
ShepHyken
DECEMBER 7, 2018
This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Here’s how some businesses are winning by texting. A few years ago, my wife and I were trying to pay our bill at a restaurant after enjoying a meal with one of our sons.
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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.
C3Centricity
DECEMBER 1, 2018
This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. Here is my answer. If you’re struggling to grow, I can tell you, you’re not alone! I know that this won’t make you feel much better, but business, especially entrepreneurship and freelancing, is for those that are strong of mind and spirit.
Beyond Philosophy
DECEMBER 7, 2018
There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty. We reveal how you can benchmark your organization’s performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.
NICE inContact
DECEMBER 6, 2018
SLA stands for, of course, Service Level Agreement. You could say at its most generic, an SLA is almost like a promise that a service provider makes to a customer about the quality of service they will provide. Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers.
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