Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average

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Measurement Net Promoter Score Customer Experience Average Handle Time 49

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries.

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Customer Journeys Report Groups Industry 159

Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Often, my guests will already come prepared with answers to this question, as it’s one they look forward to and find to be quite helpful.

Customer Experience 214

Customer Experience Chief Customer Officer Leadership B2B 214

Centriam Customer Experience Lab

JUNE 13, 2018

We founded Centriam with a simple vision: help companies get more value out of data to become more customer centric. I strongly believe that organizations who put effort into understanding customer behavior and act on those insights will have a tremendous competitive advantage over the long run. So our goal has always been to develop tools and solutions that drive a customer-centric culture and enable companies to build deeper customer relationships to improve customer experience.

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Competitive Advantage Software Customer Experience Customer Centricity 150

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Experience Investigators by 360Connext

JUNE 13, 2018

Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.

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Customer Service How To Sports Communication 152

CX Journey

JUNE 13, 2018

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan. We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.

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Strategy Roadmap Employee Experience Technology 144

Kristina Evey

JUNE 13, 2018

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . This will be something that your staff will FEEL… not have to be shown a mission statement. . Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. culture definition.

Customer Experience 120

Customer Experience Culture Leadership Customers 120

Michelli Experience

JUNE 13, 2018

As best I can remember I first met Howard Schultz in 2005 during work with Starbucks that led to the publication of my first of two books about the company, The Starbucks Experience. I was on one of the many maze-like floors at Starbucks world headquarters in Seattle (formerly the Sears fulfillment center back in the days when the Sears catalog was a centerpiece for retail shopping).

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Leadership Retail Customer Experience Consulting 113

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices.

Customer Service 102

Customer Service Airlines Call Center Metrics 102

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Customers

ShepHyken

JUNE 13, 2018

What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service. Many people don’t understand the difference between customer experience and customer service, but does it really matter.

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Interaction Brands Advertising Customer Service Training 100

Happy or Not

JUNE 13, 2018

Here’s something that every manager needs to know: You can’t improve your organization’s performance without strong employee engagement. Gallup first noted this when their research showed that managers who focused on employee engagement “increased productivity and success by creating an environment that energizes and motivates employees and teams, helping them reach the highest levels of performance.” […].

Employee Engagement 66

Employee Engagement Engagement Management 66

Solvvy

JUNE 13, 2018

Join Bruce Temkin, Managing Partner, Temkin Group and Maria Jiang, Head of Product Marketing, Solvvy in an exclusive webinar ‘Applying The Art of Human Conversations to Digital Interactions’ on July 26 at 10am PDT. How many times have you had to say, “That’s not really what I meant.” Countless times probably. To your boss, mom and hairdresser, right?

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Happy or Not

JUNE 13, 2018

Here’s something that every manager needs to know: You can’t improve your organization’s performance without strong employee engagement. Gallup first noted this when their research showed that managers who focused on employee engagement “increased productivity and success by creating an environment that energizes and motivates employees and teams, helping them reach the highest levels of performance.” […].

Employee Engagement 48

Employee Engagement Engagement Management 48

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Communication

Playvox

JUNE 13, 2018

Customer relationship management (CRM) systems are nothing new. However, with each passing year, CRMs become more complex and are able to collect an ever growing amount of customer information. Your CRM opens up a door of endless possibilities to create unique and personalized customer experiences. These systems hold so much potential, yet much of the collected information goes unused.

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CRM Customer Experience Data Customer Relationship Management 40

ThriveableBiz

JUNE 13, 2018

Day four we’re talking about going beyond the stats. Tapping into those deep, emotional insights, at the heart of your fan relationships. Because marketing has moved on from shouting one-way messages. While as consumers, we’ve actually gone back to our primal need for two-way conversations with a brand. Sharing our opinions and feelings around the digital campfire.

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Tips Marketing Entertainment Consumers 40

Confirmit

JUNE 13, 2018

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.

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Customer Centricity Report Customer Experience Company 40

ThriveableBiz

JUNE 13, 2018

Day five we’re talking about what pop-stars know about fans. For instance, Taylor Swift, with over 300 million Facebook followers. And her secret, like sport, is tribal. She knows which of her fans have their own large audience, and gives them exclusive experiences. So they in turn, influence their friends, and amplify her reach. Creating a community for special […].

Tips 40

Tips Marketing Sports 40

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Tips

Confirmit

JUNE 13, 2018

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences.

Customer Centricity 40

Customer Centricity Customer Voice Report Industry 40

ThriveableBiz

JUNE 13, 2018

Day six we’re talking about avatars. That is, building a detailed picture of your ideal target fans. Using not only demographics, but also telling the story of what their life is like. And how your club emotionally fits in their life. What makes them feel a special part of your community? And how can you tap into those motivations to […]. The post Day 6 World Cup Fever Marketing Tips appeared first on Cliizii.

Tips 40

Tips Marketing 40

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig more deeply, I usually hear about how busy everyone is with. Responding to email. Closing renewals. Following up on customer support requests. Helping customer contacts with training.

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Customer Success ROI Voice of Customer Resources 40

ThriveableBiz

JUNE 13, 2018

In the final day seven, we’re talking about using insights to drive innovation. When you have conversations with fans, listen closely to what they say about their experience. And how their 'real life' connects with your club. Because you’ll pick up valuable grass-roots insights to use in brainstorming. As a simple creative technique, try joining unrelated thoughts together to […].

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Tips Marketing Innovation Connections 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

Influitive

JUNE 13, 2018

Today’s marketers are missing a major opportunity right under their nose. And it’s costing them royally. With decreasing budgets, and increasing demands on marketers, it’s no surprise we’re more focused than ever on getting new customers through the door. But there’s a more efficient way to increase revenue, while creating happier customers at the same.

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Marketing Customers B2B 40

CSM Magazine

JUNE 13, 2018

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. To help you do that, the Incite Group have gathered the most trailblazing executives from Microsoft and Travelzoo to share their advice on delivering an unforgettable experience for the customer of today.

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Customer Service Chatbots Customer Centricity Groups 40

Solvvy

JUNE 13, 2018

The post Too Many Communication Blunders? appeared first on Solvvy.

Communication 48

Communication 48

Forrester's Customer Insights

JUNE 13, 2018

Grocers Are Partnering For Digital Growth The last few months have been a watershed of new deals around grocery fulfillment. Walmart is partnering with DoorDash, Kroger is investing in Ocado, Target is acquiring Shipt, and Amazon is delivering groceries to consumer vehicles. Fulfillment has become the key parameter for grocers to grow their digital business. […].

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Consumers Retail Management Customers 30

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Training

dscout People Nerds

JUNE 13, 2018

Talk to scouts. In context. Anywhere. Anytime.

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Forrester's Customer Insights

JUNE 13, 2018

This is an amazingly accelerated time to be alive. During my nearly fifty years on the planet, we have increased by many orders of magnitude the knowledge that we have about our own existence. Research into the ultimate origins and functions of things ranging from life itself to skills and traits like language or culture […].

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Tools Culture Customers 30

Brad Cleveland Blog

JUNE 13, 2018

The post 7 Rules of the Road for Recruiting and Hiring appeared first on Brad Cleveland.

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Contact Center Call Center Video Culture 26