Talkdesk
OCTOBER 10, 2018
No matter the service, product or industry, consumers have plenty of options when it comes to the organizations in which they put their trust. In this digital world where consumers have more choice and higher service expectations than ever before, customer experience is a powerful differentiator. So how do we, as CX organizations, embrace customer experience as a competitive advantage?
IntouchInsight
OCTOBER 10, 2018
Gathering customer feedback can be a challenge even from your most loyal customers. Here are three strategies convenience store retailers should use to collect more customer feedback.
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Interactions
OCTOBER 10, 2018
OCTOBER 10, 2018 I admit it. I can be pretty. Read more » The post When emotions run high, the “cooler head” may be made of silicone appeared first on Interactions Resource Center.
Experience Matters
OCTOBER 9, 2018
As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans?
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
QuestionPro Audience
OCTOBER 12, 2018
Americans traveling solo is at an all-time high right now, particularly among millennials. Travel, in general, is easier than even a decade ago. With smartphones, we’re able to research and book travel plans, but once you’re there, activities cost money. Luckily, RetailMeNot recently conducted research to find out which U.S. cities are best to travel to alone when on a tight budget.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
IntouchInsight
OCTOBER 11, 2018
Read this blog for three key takeaways from Forrester CX SF that will help you design and deliver a seamless customer experience.
BlueOcean
OCTOBER 9, 2018
Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not the ones who are as invested in your company’s success as you are.
QuestionPro Audience
OCTOBER 10, 2018
Over the past ten years, the relationship between pet and owner has taken on a new meaning. With Americans waiting until later, if at all, to start a family , the bond with their pets has grown stronger, and young Americans are leading in their rate of pet ownership. The pet industry has seen changes like the popularity of grain-free food and pet technology.
GetFeedback
OCTOBER 10, 2018
In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
CX Accelerator
OCTOBER 9, 2018
Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.
TechSee
OCTOBER 9, 2018
A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter
InMoment XI
OCTOBER 11, 2018
Remember when Artificial Intelligence (AI) was something from a science fiction movie or television show? Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality. Each of these characters relied on. View Article.
Centriam Customer Experience Lab
OCTOBER 11, 2018
The shopping habits of millennial's are a perpetual source of anxiety for retailers. Within the past week, the Economist discussed how established companies can win over these customers, and Deloitte released the results from their 2018 Millennial Survey Report. The crux of the matter is that many retailers are finding it difficult to connect with mi llennial shoppers.
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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.
GetFeedback
OCTOBER 10, 2018
How to create and distribute a Net Promoter Score (NPS) survey that'll build customer loyalty, drive brand advocacy, and help your business grow.
CloudCherry
OCTOBER 10, 2018
There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.
AskNicely
OCTOBER 10, 2018
Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Do they identify themselves amongst your audience as part of your “tribe”? Are they connected to brand stories and share far and wide?
Centriam Customer Experience Lab
OCTOBER 10, 2018
Maggie had a problem. In addition to her "day job" as marketing director for a regional telecom, she had been assigned a pilot project to gather more customer experience data. She knew she could send out more surveys but was wary if that would have any lasting impact. After all, had her company made any changes after five years of reviewing the annual customer satisfaction survey?
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
InMoment XI
OCTOBER 8, 2018
Multichannel CX isn’t About Saying, “We’ll get back to you” on 10 New Channels Multichannel customer engagement is a well-covered topic. A quick Google search on the topic yields over 693,000 results. Search for Multichannel Customer Experience or Multi-channel Customer Service and you’ll get more than 5 million results for each. With so much coverage, why.
CloudCherry
OCTOBER 10, 2018
There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.
AskNicely
OCTOBER 8, 2018
This is the next in an ongoing series of real stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. NPS Scores + Buses + Trains + Streetcars = CX (The Commuter Experience). “Good morning and welcome,” the bus driver says as I step blearily aboard the 6:50 a.m. bus into Portland.
Beyond Philosophy
OCTOBER 11, 2018
We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.
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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.
Esteban Kolsky
OCTOBER 8, 2018
If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things. No, I won’t be doing any more one-page summary of complicated topics, sorry. But, I appreciate that Kahuna (actually, good friend and newly minted CMO for Kahuna Jeff Nolan) gave me early access to a report they commissioned , written by Brian Solis at Altimeter, on marketplaces (I think I am done dropping names for now, thanks for a
ShepHyken
OCTOBER 10, 2018
The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price. When I was a teenager, my buddies and I would all meet at the Pasta House on Monday nights to take advantage of the special.
Storyminers
OCTOBER 6, 2018
Guest post by Lexie Lu. Gaining recognition for your brand is a big task. Not only do you have to tie marketing into branding, but you also have to consider every aspect of your reputation in order to manage the way people remember your company. Figuring out what your customers need is one of the strongest ways to steer your brand reputation and grow your company.
NICE inContact
OCTOBER 12, 2018
With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. Since a dial-tone IVR is not be the best option for more extensive automation, many businesses are looking into implementing a more sophisticated soluti
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Beyond Philosophy
OCTOBER 12, 2018
What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.
Customer Guru
OCTOBER 9, 2018
Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning. While for some, digital is a new way of doing business, for others, it is an innovative way of catering to their audience, while still others believe that it is being connected to everyone at all times.
Customer Bliss
OCTOBER 9, 2018
I hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St. Jude Children’s Research Hospital , where I gave a keynote to their team. While I was there, I shot this short video with him and asked him to share his path to his position at St. Jude and what he’s learned along the way. .
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