Experience Investigators by 360Connext

OCTOBER 4, 2017

RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. CX leaders are often responsible for gathering and interpreting customer feedback.

Customer Service 181

Customer Service Social Media Innovation NPS 181

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. With these collective capabilities, organizations can listen, analyze and act on the VoC across digital, voice, text and social interactions.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience. .”

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. When customers have opinions about your product or service, they aren’t shy about letting the world know. My Comment: Feedback is a gift. Is your business keeping up? It’s what happened “yesterday.”

Customer Service 85

Customer Service Airlines Feedback Social Media 85

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

ReviewTrackers

APRIL 7, 2021

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Manage online reviews, social media, and customer feedback. Be open to and properly manage employee feedback. Become more customer-focused. So keep your employees happy.

Banking 94

Banking Management Social Media How To 94

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Beyond Philosophy

DECEMBER 26, 2017

Linkages between employee behavior and customer behavior. In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues. . – Emotional drivers of employee behavior. Evaluate each of the attributes based on.

Survey 111

Survey Company Leadership Study 111

Verint

JANUARY 23, 2017

Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.

Customer Experience 20

Customer Experience Contact Center Customers Meeting 20

Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. A big contributor to this burnout and the resulting avoidance is customer behavior. That’s not to say that all feedback should be positive.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

Blake Morgan

MARCH 13, 2023

As the new CEO of sports tape company KT Tape, Jessica is endeavoring on a major customer-first rebranding to make the brand more accessible. Jessica is bringing KT Tape to everyday athletes by listening to feedback and building customer relationships.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Verint

FEBRUARY 21, 2017

What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Milestones are important reminders. Perhaps more importantly, what should we as CX professionals consider about the brand?

Brands 24

Brands Customer Experience Customer Focused Customer Satisfaction 24

Kayako

MARCH 14, 2017

Brandon (@TheBrandonPFrye) February 22, 2017. Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

Brands 99

Brands Customer Experience Retail e-support 99

ReviewTrackers

APRIL 2, 2019

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Manage online reviews, social media, and customer feedback. Be open to and properly manage employee feedback. Become more customer-focused. So keep your employees happy.

Banking 90

Banking Management Social Media Financial 90

ijgolding

JANUARY 24, 2017

Whilst the Gulf Region is by no means lagging in its adoption of Customer Experience tools, techniques and methodologies compared to many parts of the world, the overt demonstration of understanding the significance of the ‘end to end customer journey’, not just customer service, has been lacking.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Vocalabs

JUNE 14, 2017

Listening to Customers. Wed, 2017-06-14 14:01. Agile Customer Feedback. Every company likes to say that it listens to customers. But when was the last time you literally listened to a customer? They think that listening to audio feedback will take too long, or bias their thinking. Peter Leppik.

Feedback 48

Feedback Customers Leadership Tools 48

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

Customer Guru

MARCH 1, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. This article is framed in a question-answer format; please feel free to share your feedback on the article too.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

Survicate

SEPTEMBER 13, 2018

Survicate customer since: October 2017. With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company’s rapid growth. But what about those customers who never returned? Their feedback would be most valuable. 30+ employees. Email surveys.

ROI 61

ROI Case Study Survey Feedback 61

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? Ask them to get feedback, comments, and insights from their employees about the journey. Image courtesy of Pixabay Today's post was originally written for Brand Quarterly.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Beyond Philosophy

JANUARY 31, 2018

Linkages between employee behavior and customer behavior. In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues. . – Emotional drivers of employee behavior. Evaluate each of the attributes based on.

Survey 68

Survey How To Culture Leadership 68

Customer Guru

MARCH 1, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. This article is framed in a question-answer format; please feel free to share your feedback on the article too.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

Oracle

APRIL 4, 2018

By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates. Instead of being transaction-focused, your strategy must be customer-focused. So, how can you do this? Building Trust with an H2H CX.

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

Verint

MARCH 23, 2018

In a 2017 Aberdeen Group study, errors and delays in the back office are the #2 cause of customer dissatisfaction. They also are not getting the timely, contextual feedback they crave. To learn more, read the Ovum whitepaper: Keeping Customer Promises: Time for the Back Office to Come to the Forefront.

Customer Service 30

Customer Service Banking Insurance Groups 30

Verint

SEPTEMBER 12, 2017

Because each branch type requires a different mix of resources, banks need the right talent to fill evolving employee roles, along with the ability to effectively manage staff and act on customer feedback to deliver efficient, quality experiences. Collect and Act on Branch Experience Customer Feedback.

Banking 39

Banking Self Service Feedback Meeting 39

Verint

MARCH 14, 2018

Many of you have heard me say before in blogs, articles and at events that Verint has an unwavering commitment to developing customers for life. Our latest customer feedback gathered by our CX team only reinforces this point. 1 DMG Consulting LLC, 2017-2018 Workforce Optimization (WFO) Product and Market Report.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

Customer Guru

MARCH 7, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Especially, driving Quality and Customer Experience initiatives is very close to my heart. About Atos.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

ProProfs Chat

DECEMBER 23, 2019

Like in ProProfs Chat, not only do you get to initiate a chat with your website visitors but also take their feedback at the end of the chat through a post-chat survey form. ProProfs Live Chat also helps your operators understand the customer pain-points and improve response time to make sure that no customer feels left out.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Verint

SEPTEMBER 21, 2017

Aberdeen discovered two missed opportunities for organizations who don’t integrate their voice of the customer programs with their back-office activities. Secondly, opportunities to identify and rectify back-office process bottlenecks are lost when customer feedback is not shared with the back-office processing functions.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates. Understand that the feedback loop is continuous for all types of customers.

Survey 32

Survey Gamification Feedback Guidelines 32

Circular Edge

JANUARY 24, 2018

Each of us is fully invested in this mission and we dive into every project with enthusiasm , knowing that with our collective skills, experiences, and commitment to customer success, there’s practically no challenge we can’t solve (aka “Redefining Impossible.”). We are known for customer success.

Resources 40

Resources Innovation Customer Success Customers 40

Circular Edge

JANUARY 24, 2018

Each of us is fully invested in this mission and we dive into every project with enthusiasm , knowing that with our collective skills, experiences, and commitment to customer success, there’s practically no challenge we can’t solve (aka “Redefining Impossible.”). We are known for customer success.

Resources 40

Resources Innovation Customer Success Customers 40

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. I have waited until the dust has settled from 2017 before giving my views on what might lie ahead this year. What is done with the data or customer ‘evidence’ is what matters or in reality it has no real value to an organisation.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40