Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

QuestionPro Audience

FEBRUARY 23, 2018

Ridesharing services like Lyft and Uber are here to stay. According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. In fact, U.S ridesharing adoption jumped 15 points to 53% in 2017. This is in part due to the continued popularity among millennials, who make up 57% of all rideshare passengers. They have embraced ridesharing more than any other demographic, driving the growth in the ridesharing economy.

Transportation 239

Transportation Rewards Programs Study Consumers 239

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.

Customer Journeys 226

Customer Journeys Hotels Touchpoint CRM 226

Experience Matters

FEBRUARY 21, 2018

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Why? Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value.

B2B 220

B2B Customer Success Software Technology 220

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

Retail

GetFeedback

FEBRUARY 20, 2018

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

Effort Score 195

Effort Score Customer Experience Measurement Customers 195

Centriam Customer Experience Lab

FEBRUARY 22, 2018

Improving customer experience increases customer lifetime value. In fact, it dramatically increases it, as research indicates that satisfied customers spend more than twice as much as unsatisfied customers. But how does one begin constructing a business case applying this fact?

Customer Experience 170

Customer Experience Financial Customers 170

CloudCherry

FEBRUARY 20, 2018

Technology has become decisive to shaping customer experiences. It has opened up infinite possibilities for brands to not just capture customer data, but also engage with customers in real-time, in a seamless manner. And Virtual Assistance is an important part of the technology wave. It adds a level of personalization to the customer experience and also improves the efficiency of addressing customer queries, issues and more.

Self Service 170

Self Service Chatbots Knowledge Base Consumers 170

eglobalis

FEBRUARY 18, 2018

Treating Customer Experience Silos Dysfunctional. The post Treating Customer Experience Silos Dysfunctional Syndrome, and Bridging it. 30 advice’s to Tear Down This Wall! appeared first on Eglobalis.

Customer Experience 168

Customer Experience Customers Culture Strategy 168

QuestionPro Audience

FEBRUARY 21, 2018

Blockchain, a digital record of all activity related to a product or service, is predicted to change retail in the same way online shopping did. The technology was originally designed for digital currency like bitcoin, and because of its effectiveness, found its way into other areas of the digital world. The beauty of blockchain is that it is shared and doesn’t sit in one database for hackers to access.

Consumers 170

Consumers Study Retail Technology 170

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.

Employee Experience

Customer Bliss

FEBRUARY 21, 2018

“ Our customers’ lives and our lives are made up of moments,” says Dan Heath , co-author of The Power of Moments: Why Certain Experiences Have Extraordinary Impact in today’s episode. Do you think about how you can create remarkable moments for your customers? Dan and I talk about what a power moment is, the recipe for creating one, and how these experiences affect us in our personal and business lives.

Airlines 168

Airlines How To Culture Social Media 168

Alida

FEBRUARY 23, 2018

Apparel companies are hanging by a thread as consumers spend less money on stocking their closets , preferring to express themselves through social media rather than by what they wear and favoring weekend getaways over new clothes. Apparel companies at both ends of the spectrum—big name brands to new wave upstarts—are folding as people buy less clothes.

Apparel 82

Apparel Retail Industry Trends 82

CX Journey

FEBRUARY 21, 2018

Image courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate. It's a fact. Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying.

Culture 158

Culture Brands Company Marketing 158

GetFeedback

FEBRUARY 22, 2018

Finding the right survey software can be challenging if you don't know where to start. Here's a 4 step guide to help you choose the right one.

Software 150

Software Survey 150

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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.

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Customer Bliss

FEBRUARY 23, 2018

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. In an article recently featured in Retail Drive, “ Why Best Buy is Investing in Employees ,” Corinne Ruff shares how Best Buy’s determination to invest in its employees is driving growth and success for the company.

Employee Experience 165

Employee Experience Retail Financial Conference 165

InMoment XI

FEBRUARY 22, 2018

A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still. View Article.

150

150

CloudCherry

FEBRUARY 22, 2018

Go to a non-business department in any university and ask what they think of the idea that they are actually selling a product/service and should treat their students like a business treats their customers. In all likelihood, you’ll get a lot of horrified looks. The students will nod in agreement, but the faculty — especially those who are passionate about academia – will give you haughty glares and might just evict you from the premises.

Customer Experience 150

Customer Experience Social Media Customers Customer Journeys 150

AskNicely

FEBRUARY 21, 2018

Note: This blog post is for educational purposes only, and is by no means to be considered legal advice. Please contact a legal professional for advice on how to navigate GDPR and NPS for your company, product, industry, and customers. May 25th, 2018… Does that date ring a bell? While you may think we’re urging you to celebrate rugby three-quarter back Matt Utai’s birthday, we’re actually talking about the day the General Data Protection Regulation (GDPR) goes into effect (a little less sp

NPS 150

NPS Feedback Net Promoter Score Case Study 150

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.

Data

GetFeedback

FEBRUARY 20, 2018

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

Effort Score 150

Effort Score Customer Experience Measurement Customers 150

InMoment XI

FEBRUARY 22, 2018

A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still. View Article.

150

150

Comm100

FEBRUARY 20, 2018

Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. There’s a reason why we’re so attracted to Chatbots (or at the very least, drawn into the conversation): Chatbots promise to do many things.

Chatbots 145

Chatbots Self Service ROI Contact Center 145

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task.

Self Service 133

Self Service Virtual Agent Knowledge Base Contact Center 133

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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

Michelli Experience

FEBRUARY 20, 2018

Recently, I’ve been talking with clients about a critical, albeit subtle distinction – so I thought I would share it with you. Frequently, you’ll hear these two phrases used rather interchangeably. The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity).

Customer Centricity 133

Customer Centricity Customer Experience Advertising Touchpoint 133

InMoment XI

FEBRUARY 19, 2018

What’s better than a weekend? A three-day weekend, of course! Thanks to the federal holidays that fall on a Monday, seven times a year the banks close, retailers put out special ads, and some businesses even shut their doors and give their employees the day off. President’s Day falls into that category. President’s Day was. View Article.

Banking 150

Banking Retail Course B2B 150

Beyond Philosophy

FEBRUARY 22, 2018

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?

Travel 130

Travel Fashion Customers Policies 130

NICE inContact

FEBRUARY 22, 2018

Submit your entries by March 1, 2018! With the 2018 NICE inContact CX Excellence Awards program, we’re excited to once again recognize customers like you who drive exceptionally creative, innovative customer experiences with NICE or NICE inContact products and services. We’ll be shining the spotlight on outstanding performance at Interactions 2018 with awards in five categories: Best Cloud Implementation.

Hotels 12

Hotels Contact Center Conference Employee Engagement 12

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.

Trends

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. It’s understandable. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up. And yet, our investigation tells a different story: Only 3% of consumers picked social media as their go-to channel over live chat, phone, and email.

Social Media 120

Social Media Customer Care Consumers Software 120

InMoment XI

FEBRUARY 19, 2018

What’s better than a weekend? A three-day weekend, of course! Thanks to the federal holidays that fall on a Monday, seven times a year the banks close, retailers put out special ads, and some businesses even shut their doors and give their employees the day off. President’s Day falls into that category. President’s Day was.

Banking 150

Banking Retail Course 150

IntouchInsight

FEBRUARY 20, 2018

Are you trying to lay the groundwork for a standout customer experience management (CEM) program? Is your organization looking to evolve its CX maturity ? Neither of these are easy corporate initiatives, but they are necessary for survival in the Age of the Customer.

Customer Experience Management 120

Customer Experience Management CEM Customer Experience Management 120