Tue.Dec 11, 2018

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Create Your CX Vision through Journey Mapping

Heart of the Customer

“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs. When I ask most CX leaders what they’re trying to accomplish, I get a general statement […]. The post Create Your CX Vision through Journey Mapping appeared first on Heart of the Customer.

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Decrease Customer Churn Rates for Good

GetFeedback

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. And a study by Temkin Group concluded that loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

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4 Review Response Templates For Negative Reviews

Grade.us

Negative reviews, left by unhappy customers, present a serious problem for almost every business. When customers leave a negative review, it's a sign of broken trust. It feels like an accusation. A proclamation stating that your organization failed to deliver as promised. Should you respond? If so, what's the best way? Let's take a look. First, you'll need to identify your reviewer.

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Commonly Asked Customer Experience Questions Part 1: How Do I Increase Response Rates? Should I Shorten My Survey?

InMoment XI

This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX. During that time, I’ve continuously fielded research questions from. View Article.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How to improve you call center customer experience strategy for 2019?

TechSee

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will f

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Episode 25 – Customer Experience Needs a Seat at the Table

Kristina Evey

Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read More Episode 25 – Customer Experience Needs a Seat at the Table. The post Episode 25 – Customer Experience Needs a Seat at the Table appeared first on Kristina Evey. Shownotes… Customer Experience is not just another thing to do.

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5 #Leadership Books You Must Read in 2019

CX Journey

Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers.

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Episode 26 – Start with the Customer Experience End in Mind

Kristina Evey

Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how … Read More Episode 26 – Start with the Customer Experience End in Mind. The post Episode 26 – Start with the Customer Experience End in Mind appeared first on Kristina Evey. Shownotes… Start Where You Are and With the End in Mind.

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Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

NICE inContact

Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips for improving contact center etiquette: .

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Decrease Customer Churn Rates for Good

GetFeedback

Here's how to use data to identify disgruntled customers and reduce customer churn for good.

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Amazing Business Radio: Ty Collins

ShepHyken

Transparency In Business. Delivering an Experience That Makes Price Irrelevant. Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible. Top Takeaways: Shep’s Opening Monologue: In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing program?

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Marketing’s Role in the Customer Experience Journey

ClearAction

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.

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7 Examples of Survey Bias and How to Minimize It

Truthlab

Survey bias is the tendency for some extraneous factor to affect survey results in a general, systematic way so the that results are “pushed” or “pulled” in a specific direction that is different from the target population as a whole (Alreck & Settle, 2004; Fowler, 2013). How questions are asked can lead respondents to answer […]. The post 7 Examples of Survey Bias and How to Minimize It appeared first on truthlab.

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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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CX Metrics Series: Next Steps

iPerceptions

This is Part 7 in a series that examines key Customer Experience (CX) metrics that every Voice of the Customer (VoC) program should measure to understand the visitors’ digital experience better. In this post, we look at a metric that provides a way to really know what your visitors will do next after their last interaction with your brand: Next Steps.

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It’s Christmas Time – Best Christmas Ads of 2018

LiveChat

The Christmas time is coming! Among us, there are two kinds of people: those who love Christmas and… Yes, Grinches. Grinches like to grumble about the holiday decorations and songs, about crowds of people, about the fact that they need to buy gifts, or because they hate cleaning. And me? I’m definitely the Christmas-lover! Singing “Last Christmas” since September and looking forward to the Wroclaw Christmas Market opening while listening to Frank Sinatra Christmas songs!

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Customers Switching to NetBase from Other Vendors Increased by 53% in the Last 6 Months

NetBase

Customer feedback is the life’s blood of ongoing competitive analysis. That’s why we always talk about the importance of monitoring such feedback on social – so you don’t miss the insights that could make a difference. It’s never just about your own brand – you can learn a lot from your competitors’ customers. We certainly do – especially those who’ve become ours.

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Finding the Golden Moments of the Winter Games Experience

dscout People Nerds

Craig Saila and Irfan Pirbhai on how a diary study of Canadians’ user experience with the Olympic Winter Games put how people experience the event in context.

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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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Things don’t always go to plan

Merkle

Over the summer, we were working with a leading high street retailer who wanted to use analytics to make sense of their customer base, but there was a slight mismatch between expectations on each side. They were upset because we hadn’t achieved their goal, and we were keen to get to the bottom of what we needed to do, to resolve the issue, in a timely manner.

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Yelp for Business: Respond to and Send Messages to Yelpers

ReviewTrackers

Yelp’s “Message the Business” Feature. Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. As of its latest count, the site has collected over 171 million reviews of almost every type of local business, making it a great source of information for consumers looking for a place to eat, stay in, check out, and discover.

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The high cost of customer disengagement

Keatext

The post The high cost of customer disengagement appeared first on Keatext.

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How HR can make a difference: Dean Carter, CHRO at Patagonia

Qualtrics

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. We’re thrilled to kick off the series with a conversation with Dean Carter , Patagonia’s Chief HR Officer.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The 6 Best Emotional Brand Connections of 2018

Hero Digital

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences. Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations.

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Service Recovery: 4 Things Your Agents Need to Succeed

Stella Connect

Recently, we wrote about preparing the front line for inbound calls from angry customers. We also shared some great tools agents can use during these encounters. But what about service […]. The post Service Recovery: 4 Things Your Agents Need to Succeed appeared first on Stella Connect.

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Unwrapping the Habits of Holiday Shoppers

Bold360

It’s that time of year. Holiday shopping season is in full swing. With mere days left before Christmas, we wanted to understand how the most frequent and savvy online shoppers were approaching holiday shopping this year. Of the 1,000+ consumers we surveyed, we found that 71% of consumers will do more than half of their holiday shopping online. But of course, even with the convenience of online shopping (86% say it’s easier than going to the store), it’s still a stressful time of year.

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TAM: it stands for “Technical Account Manager” and “Success”

Quadient

Whenever an organization commits to implementing a new IT solution they do so with the goals being seamless integration with their existing infrastructure, attaining the results they envisioned and optimizing their return on investment. In most cases these goals are achieved while in the hands of an organization’s internal IT resources. However, sometimes the addition of an individual well-versed in the chosen solution is required to reach project success.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Market Research Experts: Rosie Ayoub, Norstat

Confirmit

In this short video interview, Rosie Ayoub, Norstat talks about how technology will play a key role in the future of the Market Research industry. She notes that MR has always been good at adapting technology from other industries to enhance the research process – and expects to see more of the same. She also highlights the importance of data quality and best practice in new methodologies.

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Using Digital Transformation to Deliver a Better Customer Experience

Quadient

An important point for members of the FI industry to acknowledge is that they are not in the business of providing financial services and products; they are in the business of providing customer experience. . If they don’t already think this way, they should. . Customer expectations for every organization in every industry have changed and the FI industry is not immune to these expectations.

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Smarter Demos: Creating A Connected Patient Experience

Oracle

SmarterCX is proud to present the Smarter Demos series , a 2-minute-or-less look at some of the most innovative CX technologies and how they work. The third video in the Smarter Demos series features an example of a connected patient experience. The experience starts with a mobile app, and incorporates data from devices like fitness trackers and smart pill boxes, helps manage prescriptions, and provides alerts to patients and their healthcare providers — with a goal of reducing human error