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

Topdown

SEPTEMBER 18, 2018

Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications.

Customer Experience 137

Customer Experience Financial Customers Interaction 137

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?”. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

Financial 186

Financial Measurement Leadership Resources 186

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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

InMoment XI

SEPTEMBER 18, 2018

What are you After? Brand equity is one of the most sought after and yet hardest to define concepts in the CX and marketing research world. Even when they have come to grips with defining it, most offerings designed to get at brand equity merely scratch the surface of what’s going on with a firm’s. View Article.

Brands 140

Brands Marketing 140

Win the Customer

SEPTEMBER 18, 2018

Some popular products seem to sell themselves, but the reality is the success began with a process. The same is true in the business of professional sports, a $60 billion-a-year industry where some franchises grow into monster brands. Sales managers in many industries sometimes use sports themes in their coaching -– competitiveness, dedication, strategy execution, etc.

Sports 69

Sports Sales Social Media Training 69

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

Financial 150

Financial Measurement Leadership Resources 150

Method:CRM

SEPTEMBER 18, 2018

[…]. The post The Most Important Questions to Ask When Collecting Customer Feedback appeared first on Small business insight from the #1 QuickBooks CRM.

Feedback 65

Feedback CRM Customers Customer Service 65

Thematic

SEPTEMBER 18, 2018

Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Is one enough or should you implement several metrics?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

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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.

Communication

CSM Magazine

SEPTEMBER 18, 2018

A packed hall is a good sign for an event hosting provider, because spectators constitute a major revenue opportunity for them. Viewers bring direct income in the form of ticket, souvenir, food, beverage, and other online and physical sales. However, enticing crowds of people to your venue is no low-hanging fruit. One way to attract as many viewers as possible is to offer a great mobile experience.

Loyalty Programs 56

Loyalty Programs Transportation B2C Sports 56

Second to None

SEPTEMBER 18, 2018

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Avaya

SEPTEMBER 18, 2018

I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner, 75% don’t believe their VoC programs are effective). It’s not a matter of if but when feedback will be shared about a company’s quality of product, service, and overall customer value. These experiences matter, and always will.

Customer Experience 47

Customer Experience Net Promoter Score Contact Center Analytics 47

ClientSuccess

SEPTEMBER 18, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Customer Success 40

Customer Success CRM eBook Customers 40

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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,

Tips

CXApp

SEPTEMBER 18, 2018

Executive briefing centers are designed to bring together the right people, in the right room to propel the customer lifecycle forward at any stage. The primary responsibility of the EBC is to establish and enhance the general customer experience. This experience should be personalized and ‘wow’ the customer so they are encouraged to continue or begin doing business with you - because they know that they are in the right hands.

Customer Experience 40

Customer Experience Customers Meeting Leadership 40

Talkdesk

SEPTEMBER 18, 2018

What do Al Gore and Metallica have in common? Dreamforce 2018! Dreamforce 2018 continues to upstage all previous years with some extraordinary keynote speakers, a massive menu of breakout sessions and a seriously insane rock concert. Former Vice President, Al Gore, will be headlining as one of the main keynote speakers and Metallica will be there to rock our faces off on Tuesday at The Concert for Kids.

Technology 40

Technology Customer Experience Customers 40

Help Scout

SEPTEMBER 18, 2018

Plenty of companies pay lip service to customer service being the heart of the business. With Support-Driven Growth, it actually is. To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. At the risk of sounding grandiose, Support-Driven Growth is a new way of doing business.

Customer Centricity 40

Customer Centricity Sales Roadmap Knowledge Base 40

Think Customers

SEPTEMBER 18, 2018

Trust is one of the most valuable assets we can give each other. And sometimes we don’t realize its value until it’s gone. In the post Facebook scandal world, trust and data haven’t exactly gone hand-in-hand. Following the (now dismantled) Cambridge Analytica data leak, a Business Insider survey found that 81 percent of participants are extremely unconfident as to whether Facebook would protect their data and privacy.

Data 40

Data Strategy Survey Industry 40

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.

Retail

Oracle

SEPTEMBER 18, 2018

View a complimentary copy of the full report. When it comes to customer experience, we tend to hear and read a lot about the ever-changing needs of the customer, shifts in both B2B and B2C buying habits , and the rise of the digitally-native consumer. Less talked-about but perhaps equally as important to creating a smarter customer experience are the humans and the technology on the other end of the interaction – including salespeople, sales enablement technology, and sales force automation tech

Sales 40

Sales B2C B2B Report 40

Forrester's Customer Insights

SEPTEMBER 18, 2018

The first Forrester Wave™ of global media agencies reveals the category adding technology, services and capabilities to leap beyond conventional media planning and buying. Media agencies are becoming media consultancies. However, who’s leading might surprise you. The conventional approach of the media agency is dead. Media agencies are no longer just media planning and buying […].

Consulting 40

Consulting Technology Advertising Marketing 40

Grade.us

SEPTEMBER 18, 2018

It's the first thing they see. Their reputation precedes them. When prospective customers search for your clients they receive a quick summary of their listings on review sites. Your clients don't get it. They're not entirely sure what their customers see. Even worse, they're not really sure why it matters, but it does. A thorough understanding of review site listings in the SERPS is crucial to their success.

Analysis 30

Analysis Advertising Guidelines Sales 30

Kristina Evey

SEPTEMBER 18, 2018

Tips on How to Celebrate Customer Service Week 2018. Customer Service Week spans October 1 through 5 this year. Customer Service week is the designated week to celebrate the folks in your company who work with customers and build strong relationships with them. These are the people your customers associate with your brand when solving problems and answering questions.

Tips 149

Tips Customer Service Customer Experience Customers 149

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

NICE inContact

SEPTEMBER 18, 2018

James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.” This is a product-centric view of business and it makes a lot of sense.

Contact Center 77

Contact Center Social Media Insurance Knowledge Base 77

Upstream Works

SEPTEMBER 18, 2018

Meet John. John expects to be able to contact businesses on his terms, choosing the channel, device, and time that works best for him. He also expects choice: whether it’s talking to someone right away to resolve his issue, or maybe finding the answers himself through a knowledge portal or through a chatbot. He also wants flexibility: he might start out down one avenue of recourse, and then switch gears in terms of channel, or in terms of escalating from self-service to an agent-assisted interac

Customer Journeys 60

Customer Journeys Connections Self Service Omni-Channel 60

ShepHyken

SEPTEMBER 18, 2018

Give Employees What They Crave Most. Take Time to Properly Motivate Your Team. Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday. They discussed how to replicate your best people and give them the happiness and motivation they crave and deserve. ?. Top Takeaways: Your employees’ attitudes and actions are affected by the three things they crave the most: Respect: Respect them for who they are and what they

Employee Engagement 122

Employee Engagement Culture Leadership Engagement 122

Amity

SEPTEMBER 18, 2018

When it comes to content marketing, the most important goal is facilitating interactions that create loyalty. If you get content marketing right, people will be excited to engage with your brand over and over. You’ll be more than a brand; you will be seen as a source of useful information and leadership. You will also be able to associate your brand with things that people consider meaningful and important.

Loyalty 88

Loyalty Marketing Transportation Infographics 88

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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

CXApp

SEPTEMBER 18, 2018

Executive briefing centers are designed to bring together the right people, in the right room to propel the customer lifecycle forward at any stage. The primary responsibility of the EBC is to establish and enhance the general customer experience. This experience should be personalized and ‘wow’ the customer so they are encouraged to continue or begin doing business with you - because they know that they are in the right hands.

Customer Experience 40

Customer Experience Touchpoint Meeting Customer Journeys 40

Merkle

SEPTEMBER 18, 2018

More and more businesses are moving away from business intelligence (BI) in favour of data analytics, with research conducted by Exasol revealing that three-quarters of companies are making this shift. However, the research also found that 82 per cent of businesses do not know where their critical data is stored. What’s more, 55 per cent of those questioned said that data fragmentation across multiple databases is slowing down their progress towards data analytics.

Data 40

Data Analytics Analysis Consulting 40