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 376

Customer Experience How To NPS Touchpoint 376

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

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.

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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

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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.

Customer Experience

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

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.

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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 195

Customer Journeys Hotels Touchpoint CRM 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

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: 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

Call Center

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 200

Banking Retail Course B2B 200

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

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

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

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.

Data

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 200

Banking Retail Course 200

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 Customer Journeys Customers 150

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

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 Training 165

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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.

Customers

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

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

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

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 130

Chatbots Self Service ROI Contact Center 130

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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?

Customer Experience

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

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

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 132

Self Service Virtual Agent Knowledge Base Contact Center 132

Comm100

FEBRUARY 22, 2018

Source: Liam Pozz. Introduction. Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry. While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather. What makes some Chatbots so good at solving issues, and others so hopeless?

Chatbots 115

Chatbots Customer Journeys Knowledge Base How To 115

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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?

Customer Experience

Experience Investigators by 360Connext

FEBRUARY 21, 2018

What if the customer experience you had to deliver was all about YOU? What if the customer experience you delivered was a 20-minute speech? The National Speakers Association Winter Conference sought to be an experience, and to ask professional speakers how they can be an experience. Here are some ideas I believe anyone can apply to the experience connected to their personal brand. 1.

Conference 110

Conference Entertainment Sports Travel 110

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

Horizon CX

FEBRUARY 22, 2018

You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee. The first coffee shop we came upon is a nationally well-known one, and especially here in New England—and even especially more in Quincy, MA.

B2C 100

B2C Customer Service Representative B2B Interaction 100