Lumoa
FEBRUARY 13, 2018
There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?
QuestionPro Audience
FEBRUARY 14, 2018
Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands. However, if the participants are responding arbitrarily, the survey instrument may need some attention in order to get the actionable data necessary to make accurate decisions. It is important to keep survey respondents engaged in order to ensure a positive experience for both parties involved.
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Experience Matters
FEBRUARY 14, 2018
The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.
InMoment XI
FEBRUARY 15, 2018
Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital. It reminds me of the scare of the Year 2000 problem, also known as the Y2K problem, the. View Article.
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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.
CloudCherry
FEBRUARY 16, 2018
Companies with the best-in-class Voice of Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher. So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
FEBRUARY 16, 2018
Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.
InMoment XI
FEBRUARY 15, 2018
Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital. It reminds me of the scare of the Year 2000 problem, also known as the Y2K problem, the. View Article.
CloudCherry
FEBRUARY 13, 2018
“ When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion ” – Dale Carnegie. Emotion plays a critical role in our daily lives. Be it in shaping our relationships or day-to-day brand choices, we look for a connect at some level. And companies that tap into this emotion and get it right are usually the ones customers flock to.
QuestionPro Audience
FEBRUARY 12, 2018
Attention, small businesses! According to the U.S. Small Business Administration , there are currently 28.8 million small businesses in the United States. These businesses have played a major role in economic growth because they create so many jobs (1.4 million in 2014!), but getting the business off the ground is a struggle. About two-thirds of small businesses survive 2 years, half will survive 5 years, and one-third will make it to 10 years.
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
Kayako
FEBRUARY 14, 2018
When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar. They’re good quality and generally last a good while.
InMoment XI
FEBRUARY 13, 2018
Stop me if you’ve heard this one before… “There once was a man named Doug, Whose pants were far too snug. Before ‘twas too late, He had to shed some weight, So his wife, he could properly hug.” Ah…the joys of returning to work after the holidays. Like so many years before, I readied myself. View Article.
Experience Investigators by 360Connext
FEBRUARY 12, 2018
Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people. Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace.
QuestionPro Audience
FEBRUARY 16, 2018
The way Americans view their pets has changed dramatically in the past two decades. Pets are now looked at as an integral part of our families, and are cared for as such. Currently, 68% of U.S. households own a pet, which equates to about 84.6 million homes. The American Pet Products Association (APPA) reports Americans spent $17 billion on their pets in 1994.
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.
AskNicely
FEBRUARY 13, 2018
We don’t like to do it too often, but once in a while, we need to take a step back and acknowledge our wins. And none of these victories — large or small — are even remotely possible without our thousands of wonderful customers that inspire us to make gathering and acting on real-time feedback easy, intuitive and responsive. We are in the real-time NPS-powered customer feedback business after all.
InMoment XI
FEBRUARY 13, 2018
Stop me if you’ve heard this one before… “There once was a man named Doug, Whose pants were far too snug. Before ‘twas too late, He had to shed some weight, So his wife, he could properly hug.” Ah…the joys of returning to work after the holidays. Like so many years before, I readied myself. View Article.
GetFeedback
FEBRUARY 13, 2018
We asked Help Scout's Mat Patterson what a "support-driven" company looks like. Read the full Q&A for his thoughts on culture, leadership & authenticity.
QuestionPro Audience
FEBRUARY 15, 2018
There are currently about 75 million baby boomers (born between 1946 and 1964) in the U.S., and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Once they find a brand that appeals to them, they are extremely brand loyal. Contrary to popular belief, they are not resistant to technology or social media (to the dismay of kids and grandchildren across the country), and according to
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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.
AskNicely
FEBRUARY 12, 2018
So, a few months ago I had a bad day. I entered what was the busiest season of my 30s, and Portland entered the beginnings of its crazy-making stretch of rainy-grey-sky-bummer weather. So, on my way home I stopped by my local watering hole for a quick drink and a hamburger to lift my spirits. The drink was OK. The hamburger was amazing. The sour mood remained the same.
CX Accelerator
FEBRUARY 12, 2018
We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.
GetFeedback
FEBRUARY 12, 2018
Empower your survey respondents to quickly tell you how they feel about a specific experience or piece of content with our new Like/Dislike question type.
QuestionPro Audience
FEBRUARY 15, 2018
As an industry leader in market research, people look to us for thought-provoking content. We love sharing insightful data with our readers, so we curated a list of our top 10 favorite projects from the month of January. Enjoy! 1 – The Cultural Borders of Songs. By: The Pudding, Matt Daniels. Music is universal to say the least, but how universal?
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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?
BlueOcean
FEBRUARY 14, 2018
Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. And asking who really owned the channel anyway – was it marketing? Or was it customer service?
ijgolding
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is being read, liked and shared, over in the jobs section of LinkedIn we’re busy resourcing up the silos.
Customer Bliss
FEBRUARY 13, 2018
“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship w
ServiceDock
FEBRUARY 16, 2018
It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres.
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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?
NICE inContact
FEBRUARY 13, 2018
“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey. Agents use screen pops in many different ways and across all channels. During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent
ijgolding
FEBRUARY 15, 2018
If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact! I make no apology for it – those of us who have chosen to dedicate our careers to enabling organisations to genuinely ‘operationalise’ CX, need and deserve to have their skills and capabilities re
Experience Matters
FEBRUARY 12, 2018
We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors. Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu received the lowest overall scores.
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