Promoter.io

SEPTEMBER 5, 2018

I’m going to teach you a little trick — one you can use to impress your friends at dinner or your co-workers at your next meeting. What you’re going to do is draw four shapes on a piece of paper: A triangle, a circle, a square and a squiggly line. Don’t let your friends see [.]. The post Using Your NPS Data to Build An Ideal Customer Persona (and then 10x your growth with personalization) appeared first on Promoter.io Blog.

NPS 235

NPS Data Meeting Customers 235

GetFeedback

NOVEMBER 12, 2018

Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. We know how painful this process can be, which is why we’ve created a pre-survey checklist to put your nerves at ease and help you launch the perfect customer survey. 1.

Survey 230

Survey Multi-Channel Social Media CRM 230

Lumoa

DECEMBER 9, 2018

Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation.

Customer Centricity 393

Customer Centricity Strategy Culture Customers 393

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause. Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-invest

ROI 252

ROI Net Promoter Score NPS Effort Score 252

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

Steve DiGioia

SEPTEMBER 24, 2018

does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world.

NPS 392

NPS Net Promoter Score Measurement Metrics 392

Oracle

OCTOBER 30, 2018

My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. One day not long ago, Claudia asked me if I’d make her a bowl of ice cream. I was in the middle of something but said yes anyway—and made it in a rush. When I handed Claudia the ice cream, her enthusiastic thank-you and broad smile quickly dissolved into disappointment. “What happened to the whipped cream and sprinkles?

Multi-Channel 244

Multi-Channel Omni-Channel Competitive Advantage B2C 244

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

QuestionPro Audience

JANUARY 5, 2018

Vuzix today announced they’ll be unveiling their latest smartglasses at this year’s CES in Las Vegas. Called Vuzix Blade, the smartglasses are more of a heads-up display akin to Google Glass than a positionally-tracked AR headset like Microsoft Hololens or the upcoming Magic Leap One , although the Blade’s styling certainly comes closer to ‘normal’ than many we’ve seen before.

Fashion 418

Fashion Video Software System 418

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 399

Customer Experience Customers Customer Experience Design Customer relationships 399

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

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Experience Matters

JANUARY 3, 2018

Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format.

Infographics 323

Infographics Trends Customer Experience Groups 323

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES). You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

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InMoment XI

JANUARY 6, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] If you haven't already done so, update your reader now with this changed subscription address to get your latest updates from us. [link].

Company 319

Company 319

Kerry Bodine

APRIL 4, 2018

When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We were going to do the whole lifecycle,” he told me. “We want to map from the awareness phase all the way through retention and loyalty.”.

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

Leadership 283

Leadership Culture Customer Centricity Report 283

CloudCherry

AUGUST 17, 2018

How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM).

CEM 281

CEM CRM Customer Relationship Management Customer Experience Management 281

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

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?

Engagement 334

Engagement How To Chief Customer Officer Video 334

QuestionPro Audience

SEPTEMBER 10, 2018

Bogardus Social Distance Scale: Definition and Example. Bogardus social distance scale is defined as a scale that measures varying degrees of closeness in people towards other members of diverse social, ethnic or racial groups. It measures the degrees of warmth, hostility, indifference or intimacy between these groups. This scale was developed by Emory Bogardus in 1924 and named after him.

Examples 70

Examples Groups Measurement Survey 70

eglobalis

FEBRUARY 25, 2018

bridge silos gap customer experience service. The post Tear Down This Wall: 27 Ways to Bridge the Gap between CX Company Silos appeared first on Eglobalis.

Company 308

Company Customer Experience Customer relationships Customers 308

Storyminers

APRIL 23, 2018

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’ Nimble’s newly redesigned Today Page is an intuitive, all-in-one dashboard that delivers cl

Case Study 55

Case Study Social Media Study Meeting 55

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Voice of Customer

Experience Matters

NOVEMBER 29, 2018

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […].

Study 318

Study Consumers Employee Engagement Engagement 318

GetFeedback

DECEMBER 27, 2018

The term "customer experience" gets thrown around a lot, but what does a great customer experience look like? Here are five qualities that define it.

Customer Experience 316

Customer Experience How To Customers 316

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

Centriam Customer Experience Lab

JANUARY 25, 2018

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool.

Case Study 274

Case Study Study Data Customer Experience Management 274

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

Omnicus

OCTOBER 4, 2018

Customer service improves customer retention and boosts your bottom line.

Customer Service 271

Customer Service Customer Retention Customers How To 271

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.

Data 262

Data Retail Analysis Analytics 262

InMoment XI

OCTOBER 18, 2018

With the onset of fall here in the Northeast US, I find the changing seasons to be a time of inspiration and reflection. A few years ago, I attended a lecture at our local library. Grant Welker, co-author of a book published in 2015 entitled, We Are Market Basket, gave a small turnout of about. View Article.

Culture 130

Culture Marketing Retail 130