Wed.Mar 21, 2018

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What Drives Loyalty Really? Do You Want a Car with Four Wheels or Good Service?

InMoment XI

Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some. View Article.

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What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

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Uncovering the “why” delivers higher research ROI for CX leaders

Alida

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

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What Drives Loyalty Really? Do You Want a Car with Four Wheels or Good Service?

InMoment XI

Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some. View Article.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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From Cloudy to Clear: Cloud Native Contact Center Apps Drive Enhanced Customer Experience

NICE inContact

This is part three of a four part series about Cloud Native vs Cloud Hosted. In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. This part will focus on the two models from the perspective of a Contact Center Operations Leader.

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Creating Customer Service Training Videos to Onboard New Recruits

Kayako

The dead zone —this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. It’s a 2-hour period when the Day team have yet to rise while the Night team have signed out for the day. With just Slack and my onboarding materials to work with, I spent the first five months at the job walking on wobbly legs as I gradually built my product knowledge and adopted team processes.

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The Future of AI is Here! Are You Making It Meaningful?

Experience Investigators by 360Connext

Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie. What a great time to be alive! We live in an age of constant discovery around artificial intelligence and the amazing ways we are sure to use it. When it comes to customer experience, there is no doubt AI is already impacting the way we do business, and I’m not just talking about hospitality bots.

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X Marks the Spot – Find Hidden Treasure by Minimizing Your Non-Responders.

Horizon CX

We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t long (approximately 25 questions) and there was minimal drop-off once someone began the survey. So, we were stumped as to why we were only seeing a 2% response rate. After digging a little deeper, we found that many of the potential respondents had never even opened the email invitation.

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Business Sustainability Infographic

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. Save Save. Save Save Save Save. The post Business Sustainability Infographic appeared first on Joseph Michelli.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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4 Ideas for Driving Customer Promotion via Customer Service

Customer Guru

The days when a customer service (CS) team was strictly responsible for handling complaints from customers are long past. In this new market, your CS team has to handle plenty more than unruly and unhappy customers. Besides handling complaints, it also needs to focus on an even bigger role by taking the lead in sculpting an amazing customer experience, which ultimately cultivates high customer satisfaction that will also create customer promotion through additional recommendations and referrals

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New Customer Experience Research Will Make You Question Everything

Oracle

Because of the speed customer experience (CX) is moving, executives leading the charge often have mixed up perceptions about their own proficiencies and how prepared they are to face the future. Rapidly changing data and smarter technology keeps changing what customers expect from brands. As we previously reported , we set out to hear from the field directly, analyzing survey responses from over 350 CX professionals to get a better handle on their actual state of CX.

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#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. Really? Right now? "Please call back later, I'm having dinner with my family.

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GDPR is coming: The impact on digital feedback collection

mopinion

Are you losing sleep at night thinking about the arrival of GDPR? If so, you’re not alone. There are still many organisations (small and large) that aren’t entirely sure how to prepare themselves for the upcoming changes in data collection regulation, especially as it pertains to digital feedback. But don’t worry, it’s not too late […]. The post GDPR is coming: The impact on digital feedback collection appeared first on Mopinion.

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Top 5 Ways to Optimize Your Loyalty Strategy

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

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Understand And Deliver The Value Your B2B Customers Want

Second to None

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. However, it can be more challenging to understand the unique value that your customer segment desires because these groups can be much more specialized compared to regular Customer Experience initiatives.

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Meet as a Stranger, Leave as a Friend

The DiJulius Group

Everyone has an invisible sign above his or her head that reads “Make me feel important” I believe there is no greater skill one can acquire that can have a bigger impact in our lives than the ability to build an instant strong rapport with others; whether they are acquaintances, customers, employees, co-workers, neighbors, or total. Read Full Article.

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Why your approach to knowledge is key to the customer experience

Eptica

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away.

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The Customer Experience Transformation: Are You Set-up for Success?

Bold360

Customer experience is undergoing a transformation. A big one. Today’s customers expect personalized, seamless interactions across any and all engagement channels at any time, day or night. These expectations are driving a huge shift in how companies – across industries – need to start looking at customer experience. In fact, organizations with the most mature customer experience strategy were 30% more likely to report double digit revenue growth than their less advanced peers.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Why Self-Service is the Future of Customer Support

Solvvy

The post Why Self-Service is the Future of Customer Support appeared first on Solvvy.

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Why a Customer Data Platform is an attractive business asset

BlueVenn

Communicating more effectively with customers is a key objective for every marketer. Using customer data for marketing has long been an integral part of this process, but often it is a complex task to efficiently analyze this data in order to spot customer trends and patterns. Particularly with much of this data held in disparate business databases and difficult for marketers to access.

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How to Turn a Puck to the Face into a Moment of Magic®

ShepHyken

I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within seconds an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection.

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CSM from the Trenches: Mentors – Vic Kasoff, Director of Customer Experience, NarrativeDx

ClientSuccess

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability

Strativity

In an ever increasing customer-centric world, employees are the key to unlocking customer loyalty. Engaged employees deliver better customer satisfaction and profits. Yet, while considerable investment and resources have focused on customers during the last several years, many companies have neglected the individuals on the front line of delivering their customer experience – their employees.

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What is a customer journey and why should you map it?

Maru/HUB

A customer journey details every experience your customers have with you. It helps to tell the story of a customer’s experience with your brand from initial engagement through to a happy long-term relationship. This form of storytelling is a very compelling way to present your customers back to your organisation. A story of a stranger falling in love because all their needs and wants are met, with everything in between detailing how they got there.

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The Insurance Industry Is A Prime Target For AI Technologies And Solutions

Forrester's Customer Insights

In their quest to become digital insurers, insurance carriers have a revolutionary opportunity to improve their businesses with new and emerging artificial intelligence (AI) technologies. It is certainly a balancing act to find that perfect peanut butter-and-jelly combination of operational efficiency and customer engagement, however I believe many insurance carriers to be up to the […].

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Verint Launches New Intelligent Customer Self-Service Capabilities

Verint

Last week Verint announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. The new capabilities enable Verint to deliver strong AI-based self-service solutions across both voice and digital channels. These enhancements help organizations engage at critical moments to help customers during a purchase, resolving issues more quickly to deliver a better, smarter and faster

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Join Our 2018 Digital Experience and Organization Survey

Forrester's Customer Insights

TLDR: Participate in the 2018 Forrester Digital Experience and Organization Survey. Click here to start the questionnaire now, the survey is closing soon! Forrester has fielded a Digital Experience and Organization survey for the past four years. We’ve uncovered key trends such as when software investment priorities swung wildly away from best-of-breed to ease-of-integration.

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How Swanson Health Products Used Stella Connect to Reduce Agent Attrition by 25% in a Single Year

Stella Connect

Contact center attrition is an expensive problem for customer service leaders. The cost to hire and onboard a new agent can be upwards of $15,000, and there is always a risk to the brand as new agents come up to speed. Any decrease in attrition is meaningful, but a 25% reduction can have a major impact. That was exactly the reduction achieved by Swanson Health Products , after introducing Stella Connect across its customer service team.

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Investment Companies’ Content Fails To Inspire Trust

Forrester's Customer Insights

If there’s any industry whose content should inspire trust, it’s that of the investment and wealth management industry. They’re asking consumers to entrust their nest eggs with them. And there are lots of eggs. PwC forecast that the mass affluent segment alone would put up to $10 trillion under management by 2020. Our analysis of […].

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