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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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

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

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way. But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

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

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 11, 2018

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. That’s why created this video. It’s meant to explain what NPS is all about and why it may be a valuable approach for some companies.

Net Promoter Score 36

Net Promoter Score Video NPS Metrics 36

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

How To

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

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in the benefits of applying the science that can turn customer centricity into a sustainable reality.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

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

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: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester

Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!

Customers

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

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

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

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

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Conference

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

InMoment XI

JULY 10, 2018

I just sold my home in one city and moved my wife and two children into another home in a different city. The moving process involves a lot of work and a lot of decisions. Should I use a real estate agent, or should I sell my home “by owner”? When should we list? How. View Article.

Technology 75

Technology 75

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

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

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

How To

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

Customers That Stick

JULY 13, 2018

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Customers 134

Customers Customer Service 134

NICE inContact

JULY 10, 2018

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures to meet customer expectations, to stay agile and flexible and to become more cost efficient.

Contact Center 24

Contact Center Technology Contact Center Software First Call Resolution 24

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

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

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 116

Customer Service Tips Entertainment eBook 116

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

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