ReviewTrackers

JULY 12, 2018

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Like employer branding, employee branding also involves presenting the company in the best possible light in front of employees, job candidates, internal and external stak

Brands 175

Brands Company Social Media Competitive Advantage 175

CX Journey

JULY 12, 2018

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc. in your organization - or any organization - start with the leadership team. Senior leaders and executives: take a good, hard look at how you and your colleagues act, behave, make decisions, walk the walk/talk the talk, live the values, etc.

Culture 92

Culture Customer Centricity Leadership Employee Experience 92

Alida

JULY 11, 2018

The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments. It was also a great night of learning. In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the cus

Industry 141

Industry Brands Banking ROI 141

Vonage

JULY 11, 2018

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now.

Tips 216

Tips Customer Service Sports Exercises 216

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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

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

ROI 284

ROI Customer Experience NPS Financial 284

CloudCherry

JULY 10, 2018

Are your customers successful and happy with your products and services? Are they telling their friends and business partners to buy from you? If they have a concern, are you making meaningful change to address it? These are questions that all businesses need to ask themselves to ensure everything is being done to create customer delight. Happy customers are not only retained but they also help create more happy customers.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

QuestionPro Audience

JULY 12, 2018

The beauty industry is an ever-evolving one, with trends like lip kits— hello, Kylie! —and charcoal face masks coming from seemingly nowhere and turning into the next big thing. The beauty industry grew by 6% in 2017 , to reach $17.7 billion, with skin-care sales growing by 9% and contributing to 45% of the industry’s total gains. Here are the trends that are taking the beauty industry by storm in 2018.

Trends 170

Trends Exercises Consumers Industry 170

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. Strategic Partnerships with Contact Centers. “ 60% of B2B clients are emotionally indifferent toward their suppliers. ”.

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

Experience Matters

JULY 9, 2018

In case you missed it, I’m a huge Boston sports fan. So it feels great to write a post that combines one of my favorite teams with one of our Four CX Core Competencies. I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. I’ve been a fan of Stevens since he was a coach at Butler University. He smart, confident, and seems to understand how to lead people.

Leadership 174

Leadership Sports Customer Experience How To 174

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

InMoment XI

JULY 12, 2018

In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article.

Customer Journeys 150

Customer Journeys Automotive Customers 150

QuestionPro Audience

JULY 12, 2018

How does a brand know their current offering isn’t working? Or that consumers will be interested in their newest product, before they sink the cost of going to market? This information comes from market research, and more specifically, panelists. Brands look to get feedback on current offerings and new products and services from pertinent panelists before they introduce them in the marketplace.

Healthcare 150

Healthcare Travel Consumers Groups 150

IntouchInsight

JULY 11, 2018

Learn more about how mystery shopping helps improve customer experience at your business.

Customer Experience 223

Customer Experience Customers 223

GetFeedback

JULY 11, 2018

Voice of the Customer programs help companies bridge the communication gap and reengage their customers. Learn how to become a better customer listener.

Communication 150

Communication Customers Company How To 150

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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

CX Accelerator

JULY 9, 2018

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.

Culture 140

Culture Customer Journeys Hotels Contact Center 140

Experience Matters

JULY 13, 2018

Hopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity.

Groups 149

Groups Survey Customer Experience Customers 149

ijgolding

JULY 9, 2018

Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

GetFeedback

JULY 13, 2018

A blog survey is simple but powerful way to learn more about your audience. Follow our step-by-step instructions to launch yours in under 30 minutes.

Survey 150

Survey How To 150

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

TechSee

JULY 10, 2018

Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. . A key factor in the successful operation of any insurance company is the efficient processing of customer claims, a process that is often measured by KPIs such as claim settlement cycle time, claims processed per claim employee and most importantly, cost per

Insurance 153

Insurance Industry Competitive Advantage Innovation 153

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. Charlotte Dunsterville , Chief Customer Officer of Sure International Telecom, and Patricia Pedhom Nono , former general manager of customer service & customer experienc

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Customers That Stick

JULY 13, 2018

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Customers 134

Customers Customer Service 134

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Take a look at this month’s picks, I hope you enjoy them as much as I did! From the Dentist’s Chair. Dan Gingiss is a contributor with Forbes, and he wrote an excellent post about providing an exceptional customer experience.

Customer Service 105

Customer Service Tips Entertainment eBook 105

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

Michelli Experience

JULY 11, 2018

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. ++ Want to receive exclusive content on how you can deliver extraordinary, memorable, and profitable experiences?

Infographics 100

Infographics Customer Journeys Consulting Customers 100

Customer Bliss

JULY 12, 2018

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May. But the GDPR now essentially serves as the world’s largest protection for digital privacy rights because of the borderless nature of the Internet.

Customer Experience 118

Customer Experience Policies Data Customer Journeys 118

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more and more companies realizing the benefits of customer journey mapping (CJM).

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Customers That Stick

JULY 10, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 121

Customer Service How To Customers 121

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

Michelli Experience

JULY 10, 2018

In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. I also noted four elements necessary to effectively guide your customer experience design efforts and suggested that the following four considerations build on themselves: Validate the Map.

Customer Journeys 100

Customer Journeys Travel Hotels Customers 100

Customer Guru

JULY 10, 2018

What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. Companies that invest in building positive customer experience tend to achieve higher customer satisfaction rates, reduced customer churn and, in turn, improved business revenues.

Social Media 115

Social Media Customer Experience Advertising Infographics 115

ReviewTrackers

JULY 11, 2018

Franchise marketing in today’s digital world can be challenging and complex. Because of the nature of their business, franchise marketing executives have to deal with campaigns and efforts on the corporate level, while also having to support the marketing needs and opportunities of franchisees, who may have their own local issues and ideas and goals.

Strategy 95

Strategy Marketing Social Media Case Study 95