GetFeedback
FEBRUARY 18, 2019
Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. Once you’ve identified your Promoters, Passives, and Detractors, do you know how to follow up with them?
Steve DiGioia
FEBRUARY 18, 2019
While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. Here is my list of 5 things you need to know about great service.
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C3Centricity
FEBRUARY 18, 2019
I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it. This year the programme included a new stream, the Future of Work and that was the one in which I was invited to speak.
GetFeedback
FEBRUARY 18, 2019
How to engage with Net Promoter Score (NPS) detractors, promoters and passive in a way that it will boost customer satisfaction.
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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.
Wired and Dangerous
FEBRUARY 18, 2019
Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.” But, when the time comes for cows to be transported to market, herding can become a challenge.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Genroe
FEBRUARY 18, 2019
MQL (Marketing Qualified Lead) is a relatively well-known term in B2B Marketing circles but there is little real world advice on what they are or how to apply to idea in your business. In this post we’ll look at practical approaches to identify and act on your MQLs in a… The post The Complete MQL Action Guide for Converting More Leads appeared first on Genroe.
One Millimeter Mindset
FEBRUARY 18, 2019
A potent client retention strategy is driven by an equally potent human capital strategy. Otherwise, stakeholder churn rates negatively impact your organization’s and association’s ability to hold on to the customers you work so hard to win. Yet far too many business models and hiring practices continue to segment and marginalize internal stakeholders into revenue generators or order-takers.
ShepHyken
FEBRUARY 18, 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. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. (Forbes) As the CTO of a company that streamlines customer care operations, I’ve seen firsthand how fast access to products and services, combined with seamless processes wit
Hero Digital
FEBRUARY 18, 2019
It’s a familiar scene: you’re in a meeting, and someone projects a dashboard with graphs of your marketing campaign outcomes. You can see a general upward or downward trend, but it’s hard to know where that data is coming from, why these patterns are occurring, and what to do next. Aaron Maass, our SVP of Data + Insights, is the latest guest on Lea Pica’s Present Beyond Measure podcast.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Think Customers
FEBRUARY 18, 2019
For all the talk about Moore’s Law, cascading technological change, and the network effects generated by 24/7 connectivity, there is a gigantic elephant in the room that no business can afford to ignore: the customer. Because the customer, you see, has no real interest in your business model, your processes, your org charts, or the sales you make. The customer simply wants to solve some problem or to meet some need, in whatever manner is simplest and most convenient, with the least amount of f.
NetBase
FEBRUARY 18, 2019
Is 2019 the year of the Instagram Influencer? It depends on who you ask. Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. Are they correct? If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start!
Andrew Mcfarland
FEBRUARY 18, 2019
Shortly after I arrived at this company, one of the first things our CEO asked me to do was look into our NPS and understand its strengths and shortcomings. He felt that the numbers he saw were high compared with.
Talkdesk
FEBRUARY 18, 2019
It’s hard to believe that Opentalk18 was already three months ago, and planning for Opentalk19 is in full swing. As I start thinking about our agenda for this year’s event, I’ve been reflecting on some of the lessons I personally carried away from Opentalk18. If you were there, you might remember hearing the term “Experience Innovation” as part of the Talkdesk keynote.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
MyCustomer
FEBRUARY 18, 2019
18th Feb 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. Neil Davey. Managing editor.
Topdown
FEBRUARY 18, 2019
Nobody wants to work on a puzzle if the pieces don’t fit together. The same idea applies to assembling digital experience (DX) technology stacks.
Merkle
FEBRUARY 18, 2019
Data science is an emerging sector, and it’s a bit like the Wild West where rules are still being made up. Perhaps that’s why impostor syndrome – the fear of being found out to be a fraud or feeling inadequate – is so prevalent. The more experienced I become as a data scientist, the more convinced I am that we need to tame this beast once and forever.
Playvox
FEBRUARY 18, 2019
“Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach). Launching a quality assurance program in your call center empowers you with a huge amount of performance data. You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
LoyaltyPlus
FEBRUARY 18, 2019
Connect, communicate and reward – loyalty should earn more than points. LoyaltyPlus advises on what constitutes an effective loyalty programme strategy. An effective loyalty programme will positively influence the relationship between a service provider and the customer through rewards and incentives – but the days of offering points as the frontline reward are long gone, says LoyaltyPlus.
Help Scout
FEBRUARY 18, 2019
If you’re an experienced support manager or agent, you’ve probably read some of your junior colleagues’ answers and been surprised at the approach they have taken. You might wonder, “Didn’t he notice the customer wants to know how to buy our new software, not just what its features are?” Or “Didn’t she see that the customer had two complaints, not just one?!”.
LoyaltyPlus
FEBRUARY 18, 2019
Connect, communicate and reward – loyalty should earn more than points. LoyaltyPlus advises on what constitutes an effective loyalty programme strategy. An effective loyalty programme will positively influence the relationship between a service provider and the customer through rewards and incentives – but the days of offering points as the frontline reward are long gone, says LoyaltyPlus.
InteractionMetrics
FEBRUARY 18, 2019
Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
MyCustomer
FEBRUARY 18, 2019
18th Feb 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.
NetBase
FEBRUARY 18, 2019
Is 2019 the year of the Instagram Influencer? It depends on who you ask. Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. Are they correct? If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start!
Confirmit
FEBRUARY 18, 2019
On a recent business trip, after a long day, I decided to get a glass of wine to bring back to my room while catching up on emails. The good news is that the hotel had a store where you can purchase such essentials. The bad news was that they only offer bottles of wine that require a corkscrew… Let the fun begin! To purchase any item from the store you must wait in line at the registration desk.
InteractionMetrics
FEBRUARY 18, 2019
Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
CSM Magazine
FEBRUARY 18, 2019
Trade unionism continues to play a vital role in the modern employment landscape, but globalisation, automation, and flexible employment all pose risks to the way trade unions function in the modern world. How should the movement respond? The big challenge – membership numbers. The Office for National Statistics revealed that there were just 79 strikes or stoppages last year, the lowest since records began in 1891.
Qualtrics
FEBRUARY 18, 2019
Join us on February 19, 2019 from 1-5 PM at the Baker Atrium & Portico in the Physical Sciences Building. We will be at the Job and Summer Opportunity Fair. We would love to connect with you and discuss open entry-level opportunities! Learn more about this event on the Cornell Career site. Come see how you can make an impact on day one! How do you turn a basement startup into a multi-billion dollar business?
Brandwatch CX
FEBRUARY 18, 2019
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