Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Metrics 368

Metrics Report Groups Measurement 368

InMoment XI

NOVEMBER 7, 2017

Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two.

Customer Experience 328

Customer Experience Customers 328

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. When customers are asked not only the score but also why they gave that score, they provide very useful information about the drivers of satisfaction or dissatisfaction.

Feedback 293

Feedback Net Promoter Score Analytics Metrics 293

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.

Trends 204

Trends Customer Experience Customer Insights Customers 204

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 Matters

NOVEMBER 9, 2017

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech support for a computer. We analyzed the emotional responses across different ages of consumers after that interaction and found that: All ages of consumers are most likely to feel relieved The next most frequent emotions are happy and frustrated As you can see in the chart below: 18- to 24-year-olds: Whi

Groups 240

Groups Consumers Interaction Customer Experience 240

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

Customer Service 182

Customer Service Customer Experience Wait Times Policies 182

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? This time of the year invites tech predictions from analysts, futurists and advisory firms. For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data.

Trends 174

Trends Retail e-support Technology 174

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Metrics 202

Metrics Report Groups Measurement 202

CX Journey

NOVEMBER 8, 2017

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. That engagement comes from within the employee, and yet the company has a role in it, as well.

Leadership 182

Leadership Employee Engagement Culture Engagement 182

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Customers

Who's Your Gladys?

NOVEMBER 5, 2017

If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right? We found a great source of customer service tips from a health care professional in metro Detroit. Meet […]. The post 3 Customer Service Tips from a Health Care Pro appeared first on Who's Your Gladys?

Tips 139

Tips Customer Service Report Meeting 139

Happy or Not

NOVEMBER 9, 2017

Criticism or negative feedback isn’t the nicest thing to deal with in a business, right? Of course not, but the good thing about it, is that it can be turned into opportunities to improve your business processes and make your customers happier! Let’s discuss. The post How Negative Customer Feedback is Good for Your Business (No, Really!) appeared first on HappyOrNot.

Feedback 149

Feedback Course Customers 149

Uniphore

NOVEMBER 10, 2017

Today, companies are increasingly adopting new strategies to improve the customer experience and profitability while lowering operational costs. Desktop automation is one such strategy, as it removes the barrier that the myriad of existing applications can present to a call center agent trying to deliver exceptional customer service, and thus empowers agents to provide faster, more personalized service to every customer, all while increasing operational efficiency.

Exceptional Customer Service 124

Exceptional Customer Service Call Center Strategy Customer Service 124

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Consider this bit of wisdom from customer service expert, Micah Solomon, from his book, “High-Tech, High-Touch Customer Service” : “Saying your business is ‘on the internet’ is like saying it’s ‘on the power grid’… doing business in a

Social Media 119

Social Media Customer Service Marketing eBook 119

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Customer Experience

Beyond Philosophy

NOVEMBER 8, 2017

We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.

System 138

System Government Examples Consulting 138

Michelli Experience

NOVEMBER 9, 2017

__. 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. The post {Infographic} Gratitude is a Customer Experience Differentiator appeared first on Joseph Michelli.

Infographics 113

Infographics Customer Experience Consulting Customers 113

Customer Bliss

NOVEMBER 7, 2017

Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.

B2C 111

B2C Leadership Customer Experience B2B 111

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it was on-track for renewal, yet one influencer of the buy

B2B 109

B2B Customer Journeys Study Customers 109

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

Comm100

NOVEMBER 8, 2017

So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

Michelli Experience

NOVEMBER 8, 2017

If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking about saying, “Thank you.” Beyond Social Skills – Words Matter. The practice of using words to acknowledge gratitude is clearly part of developing social courtesy but beyond the action of saying thank you , many leaders and service provid

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Customer Bliss

NOVEMBER 7, 2017

Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Alida

NOVEMBER 10, 2017

The prognosis is in: Health care is in the midst of disruption. The industry is facing uncertainty around the Affordable Care Act, and there’s pressure to drive digital transformation and manage costs. Just as intense is the pressure to deliver experiences that meet the expectations of consumers. In our recent webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age , digital strategy expert Ed Bennett shared his thoughts on the challenges facing health care and h

Hospitality 100

Hospitality Employee Engagement Consulting Consumers 100

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

ReviewTrackers

NOVEMBER 10, 2017

Online reviews on websites like Google, Facebook, Yelp, and TripAdvisor can make or break your company’s brand reputation. According to research , 9 out of 10 consumers believe that reviews are more important than any type of information provided by a salesperson; if a company’s reviews are negative, 4 in 5 will reverse their purchase decisions and take their money elsewhere.

Consumers 100

Consumers Hotels Study Brands 100

Wired and Dangerous

NOVEMBER 6, 2017

Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Some have language like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.” Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.” There are restaurants that communicate what they think of young guests by the size of their “children’s menu.

Customer Experience 102

Customer Experience Customers Communication Interaction 102

eglobalis

NOVEMBER 5, 2017

In this article, we are going to give a few examples of enterprise technology companies simplifying their products, services, and experiences. The post How do enterprise technology companies simplify their products services and experiences? Part II appeared first on Eglobalis.

Technology 101

Technology Company Examples Engagement 101

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

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Tips

ProProfs Chat

NOVEMBER 7, 2017

Customers have become more demanding than ever, thanks to the growing number of competing firms selling similar products. Owing to the increase and a significant surge in customer expectations, your business can no longer sustain the price of poor customer service. In fact, Accenture claims that 66 percent of customers switch companies due to poor customer service.

Software 91

Software Poor Customer Service Customer Service Examples 91

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. (Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

Amity

NOVEMBER 6, 2017

You’ve emailed your customer multiple times, and nothing, still nothing. It’s painful, you can feel the customer getting closer to the dangerous churn zone, but you can’t seem to get a hold of them to chat or even schedule a call. This tends to happen a lot, customers get busy and they start thinking of you as a burden because they don’t see these calls as a priority.

How To 81

How To Roadmap Case Study Tips 81