GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.

Net Promoter Score 151

Net Promoter Score Hospitality System Consulting 151

InMoment XI

MAY 6, 2019

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.” — Bruce Arnett, CTO, MaritzCX Being a People Leader Bruce has over 20 years of.

Customer Experience 380

Customer Experience Customers 380

Lumoa

MAY 23, 2019

In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.

Ecommerce 300

Ecommerce Tips Customer Experience Customers 300

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

Kristina Evey

MAY 14, 2019

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey.

Customer Journeys 227

Customer Journeys Employee Experience Leadership 227

GetFeedback

MAY 5, 2019

Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it. Then, a couple of days later, you realize you don’t understand a bunch of features and you need some extra help from the provider. But somehow nobody replies to your emails.

Sales 277

Sales Loyalty Programs Social Media Policies 277

IntouchInsight

MAY 16, 2019

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience.

Customer Experience 257

Customer Experience Customers 257

Customer Bliss

MAY 23, 2019

“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. .

Culture 216

Culture Company Customer Journeys CRM 216

Calabrio

MAY 28, 2019

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM).

Engagement 199

Engagement Management Call Center Industry 199

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Customers

CX Journey

MAY 8, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Steve DiGioia

MAY 27, 2019

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service.

Customer Service 184

Customer Service Policies Customers Training 184

GetFeedback

MAY 9, 2019

Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.

Customer Experience 291

Customer Experience Customers 291

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

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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

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina is a startup platform that connects people to local places and activities for purpose-filled experiences.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

Calabrio

MAY 6, 2019

We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors.

Contact Center 193

Contact Center Social Media Conference Analytics 193

CX Journey

MAY 22, 2019

Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the means to an end and the end. Or do they? As I was driving to an appointment the other day, I saw a sticker on the back of a construction truck that read, in big red letters: Safety is the goal.

Guidelines 151

Guidelines Course Communication Employee Experience 151

Wired and Dangerous

MAY 6, 2019

76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.

Connections 140

Connections Customer Experience Consulting Customers 140

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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

ShepHyken

MAY 22, 2019

Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you.

Customer Focused 133

Customer Focused Customer Service Training Customers Customer Service 133

Beyond Philosophy

MAY 31, 2019

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

Joe Rawlinson

MAY 8, 2019

A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Quite simply, poor customer service will eventually spell the end of an organization – according to the White House Office of Consumer Affairs, customers who are the victims of an unhappy experience will tell 9 to 15 people about it.

Customer Service 117

Customer Service Social Media Poor Customer Service Banking 117

UJET

MAY 14, 2019

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.

Self Service 113

Self Service Customer Experience Financial System 113

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

CX Journey

MAY 15, 2019

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:

Sports 150

Sports Leadership Customer Centricity Culture 150

Survicate

MAY 14, 2019

You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products.

Customer Satisfaction 110

Customer Satisfaction Social Media Case Study Customers 110

ShepHyken

MAY 28, 2019

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.

Culture 127

Culture Loyalty Consulting Employee Experience 127

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.

Customer Experience 127

Customer Experience Social Media Insurance Customers 127

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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.

Self Service

ReviewTrackers

MAY 17, 2019

Social media gives consumers ideas about things to do and buy to make their lives better. . These ideas include which restaurants to go to on Saturday nights. . Restaurant Customer Statistics for Every Social Media Manager. An effective social media strategy in marketing is a must for all restaurants. Here are five statistics that prove just how successful social media can be for restaurants when there’s an emphasis on the customer.

Social Media 100

Social Media Customer Expectations Survey Brands 100

ProProfs Chat

MAY 24, 2019

As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market.

Ecommerce 100

Ecommerce Social Media e-support Customer Retention 100

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.

Customer Journeys 150

Customer Journeys Touchpoint Customer Experience Customer Experience Design 150