CX Journey

JUNE 20, 2018

Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. When it comes to communicating, your company’s accessibility, availability, responsiveness, courtesy and professionalism, consistent voice, and consistent messaging go a long way toward building strong relationships and delivering a great exper

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Though he’s only been in this position for less than a year, Shawn is responsible for improving the experience of the hospital which spans both patient and caregiver experience, and the overall quality and safety aspect of the health care center.

Hospitality 143

Hospitality Healthcare How To Customer Centricity 143

Experience Matters

JUNE 20, 2018

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” We’ve developed an updated infographic that brings the laws to life.

Infographics 291

Infographics Customer Experience eBook Customers 291

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

Engagement 179

Engagement Social Media Sales Loyalty 179

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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

NICE inContact

JUNE 20, 2018

You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

Customer Service 167

Customer Service Contact Center CRM Connections 167

ShepHyken

JUNE 20, 2018

The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry. And, Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world.

Customer Service 98

Customer Service Social Media Chatbots Customer Relationship Management 98

Answer Dash

JUNE 20, 2018

Live chat is an effective tool most organizations are using to increase both conversion rates and sales. However, success with live chat only comes when the tool is used properly. This means using the best live chat software for website that makes it possible for you to engage with customers with relevant content and provide them with necessary help as they try to make a purchase online.

Abandon Rate 76

Abandon Rate Sports Analytics Communication 76

Cyara

JUNE 20, 2018

We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be told, this tends to be a task I push out to the last minute. So, like so many others, I end up scrambling to get questions answered so I can complete my selections.

Insurance 59

Insurance Connections Consumers Customers 59

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. Author: Pascal Gauvrit The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. The latest Internet Trends Report from influential venture capitalist Mary Meeker found that the average adult spends 5.9 hours per day online , up from just 3 hours in 2009.

Self Service 58

Self Service Customer Experience Knowledge Base Consumers 58

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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

SurveyGizmo

JUNE 20, 2018

Why Use Lead Generation Surveys? Lead generation forms on webpages are undoubtedly an efficient way to collect data such as contact information about your prospects. These forms, however, typically fail to collect additional and useful data due to the fact that prospects are resistant to filling out a large amount of fields. Consider an example in which your goal is to facilitate lead generation for a growing business.

Survey 61

Survey Net Promoter Score Customer Satisfaction NPS 61

CX Advantage Walker

JUNE 20, 2018

Mapping the customer journey is not complete—or valuable—without the customer. It’s true that journey maps are the product of internal, cross-functional teams joining together to think and act like customers, but all too often companies stop short of validating their journey map with actual customer input. Depending on the situation and company, the methods.

Customer Journeys 48

Customer Journeys Customers Company Strategy 48

Maru/HUB

JUNE 20, 2018

There are many types of market research that cover different areas; whether you’re interested in learning more about your customer’s buying patterns or how much they are willing to pay for a new product; market research is the answer. To help identify the right procedures and methodology you need to use to analyse the data collected, let’s look at the different types and when to use each one.

Analysis 51

Analysis Marketing Advertising Competitive Advantage 51

Oracle

JUNE 20, 2018

Home improvement might simply mean replacing a light bulb to some of us, but as an industry, it is projected to bring in over $409 billion by 2019 in the US alone. And be it in fashion or IT, healthcare or energy, education or property, positive customer experience plays a role in influencing value perception and brand loyalty. Here we look at 4 ways customer experience technology and strategies are changing up the home improvement industry.

Technology 45

Technology Customer Experience Fashion Healthcare 45

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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

Playvox

JUNE 20, 2018

A quality assurance program is a great thing to have if you're scaling fast and/or are looking to create a consistent and quality customer service. However, if not done or set up properly, your carefully planned QA program can quickly backfire.

Customer Service 41

Customer Service Customers Management 41

Quadient

JUNE 20, 2018

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim.

Insurance 40

Insurance Comparison Company Industry 40

Forrester's Customer Insights

JUNE 20, 2018

Last Sunday, Tesla CEO Elon Musk sent an all-employee email to Tesla employees revealing that the company was the victim of insider sabotage. Musk indicated that the saboteur made changes to Tesla’s manufacturing operating system using fake user names and exported a large volume of sensitive internal data to third parties. In his email, Musk […].

System 33

System Data Company Customers 33

Brad Cleveland Blog

JUNE 20, 2018

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the … Continue reading → The post Common Causes of Employee Turnover appeared first on Brad Cleveland.

Training 26

Training Call Center Contact Center Culture 26

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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

Maru/HUB

JUNE 20, 2018

Any business decisions to spend money to gain sales should always be based on precise information about how a particular set of customers and prospects behave and how they make their buying decisions. Market research data is a treasure chest of this information, and we’ve got four reasons why market research is so valuable. The post The Value of Market Research appeared first on Maru/Syngro.

Marketing 8

Marketing Sales Data Customers 8

Brad Cleveland Blog

JUNE 20, 2018

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover.

Contact Center 20

Contact Center Training Call Center Culture 20

Up Your Service

JUNE 20, 2018

Smart service providers are using technology to delight customers , become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can enhance your customer experience: 1. Make your technology easy for customers to use. Is your website easy to navigate? At key points of interaction it helps to provide clear instructions.

Technology 68

Technology Customer Experience Social Media Customers 68

Brad Cleveland Blog

JUNE 20, 2018

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover.

Contact Center 20

Contact Center Training Call Center Culture 20

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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

Thunderhead

JUNE 20, 2018

Forrester presented new research yesterday (The US Customer Experience Index, 2018, Rick Parrish) which shows CX quality has languished in the past 12 months, a far cry from businesses saying they’re putting CX first, they’re talking the talk but not walking the walk. When it comes to Customer Experiences it’s time to Stop Decorating and Start Renovating said Maxie Schmidt, Forrester Analyst, at CXNYC yesterday.

Loyalty 40

Loyalty ROI Customer Journeys Brands 40

iCiDIGITAL

JUNE 20, 2018

Analytics implementations can be difficult to develop and maintain without the proper tools. Some businesses try to implement analytics calls on individual buttons or other user behaviors in their frontend codebase. Since they are part of the codebase, they can only be updated whenever a code deployment happens. To further complicate matters, these calls may be reliant on specific logic of the underlying system to be able to work with the underlying data.

Analytics 40

Analytics Conference Advertising System 40