The Key to Cultivating Loyalty: Taking Action on Customer Feedback
IntouchInsight
AUGUST 22, 2019
Your source for the best knowledge on collecting data to drive business improvements.
IntouchInsight
AUGUST 22, 2019
Your source for the best knowledge on collecting data to drive business improvements.
CSM Magazine
AUGUST 22, 2019
Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace. While this can present new opportunities for companies in terms of their customer service, it can also create new challenges that must be overcome.
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Customer Bliss
AUGUST 22, 2019
As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions. I thought this concept would be worth briefly discussing (and revisiting), especially as I came across NJ Goldston’s, 5 Strategies on How to Stay Ahead of Customer-Driven Disruption on Forbes.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Speaker: Loreal Lynch, 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.
CloudCherry
AUGUST 22, 2019
Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
AUGUST 21, 2019
Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters.
QuestionPro Audience
AUGUST 20, 2019
Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale. It is used across the business world to find out what consumers want and need in their everyday lives. It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Steve DiGioia
AUGUST 19, 2019
never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story. Anyway, since there wasn’t anyone in the fish department to help me, I went to the cashier to ask if he could please get someone to help me.
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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.
CloudCherry
AUGUST 22, 2019
Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.
QuestionPro Audience
AUGUST 22, 2019
The purpose of customer research is to develop new knowledge about the market. In order to do this, surveys must be designed to gather accurate, reliable data about customer preferences, from the right research sample. Then, the collected data are analyzed to produce new insights. The quality of information and insight that one can extract from marketing research will determine the success or failure of the product or service.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
BlueOcean
AUGUST 21, 2019
Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side including the sourcing professionals who make their living running RFPs.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Alida
AUGUST 21, 2019
Craig Troop, Deputy Director of Research, and Carol Powanda, Research Analyst at the Pennsylvania Lottery share these tips based on their experience leading the PA Lottery Insiders insight community. They involve their players early on in the product life cycle in an effort to optimize games and accelerate innovation.
QuestionPro Audience
AUGUST 20, 2019
Social networking and social media are no longer in their infancy. As these platforms keep on developing quickly, they become significant bits of the online design and experience that reshape how brands engage with their consumers. In the world of business, marketing has always been of primary importance. In days gone by, marketing was all about the conventional methods that had been around for a very long time.
Kayako
AUGUST 22, 2019
In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support.
NICE inContact
AUGUST 19, 2019
How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.
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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?
Kristina Evey
AUGUST 21, 2019
Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey.
ShepHyken
AUGUST 20, 2019
Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.
Customer Bliss
AUGUST 20, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. A drink of water from a bottle in my hotel room just cost me about 42 cents. Most big box stores sell a 24-pack of bottles like these for about eight bucks or 33 cents a bottle?
NICE inContact
AUGUST 23, 2019
Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Beyond Philosophy
AUGUST 23, 2019
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer.
TechSee
AUGUST 19, 2019
Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. For contact centers, key AI applications include workflow automation and agent decision support. What all these systems have in common is their reliance on accurate, actionable data and robust models.
ShepHyken
AUGUST 21, 2019
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason they haven’t, I can’t imagine they don’t know what one is. In the story, I talk about the “amenities” the driver offered, which made me want to ride with him the next time I was in his city.
NICE inContact
AUGUST 21, 2019
A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Comm100
AUGUST 20, 2019
If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier. 67% of consumers cite inconsistent experiences as a reason for churn, so when it comes to developing a strategy, contact center managers need to be looking at the customer experienc
ServiceDock
AUGUST 23, 2019
NPS has received some bad press lately from various bloggers, but when used properly Net Promoter Systems can be an effective engagement tool for customers and employees. We usually hear this in relation to business-to-business scenarios, but the principles and concepts for Net Promoter Systems hold true for classic business-to-consumer models, too.
ShepHyken
AUGUST 19, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?
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