ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is; “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally

Tips 134

Tips Connections Customer Experience Leadership 134

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationshi

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Alida

DECEMBER 23, 2019

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals. Some customers—especially those that operate as a shared or centralized insight service to multiple stakeholders—next want to know how to demonstrate the impact of insight in their business.

How To 130

How To Customer Centricity Meeting Customers 130

Grade.us

DECEMBER 26, 2019

If you’ve been following the blog for awhile, then you know we’ve been talking to some of our favorite marketing experts about the ways they use and read reviews. Here are some of the previous installments: What Do the Marketing Experts Write In Their Online Reviews? How Marketing Experts Read Reviews To Inform Their Own Buyer’s Journey.

How To 26

How To Travel Hotels Tourism 26

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

Gainsight

DECEMBER 23, 2019

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin , Christina Shen , Adam Strong , and April Oman. Jason: I’m super excited about this next session. We’ve got a rock star group of panelists to talk about one of the things that I never really understood for a long time, which is, let’s see if this clicks.

Customer Success 52

Customer Success How To Customers Sales 52

Optimove

DECEMBER 26, 2019

“Always on.” Digitally enabled.” “Diverse.” “Expect personal interactions and treatment.” “Trust Word-of-Mouth over brands.” “Prefer buying from cool companies.” “Convenience as the new loyalty.” “Driven by technology and on-demand culture.” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, Smarter

Consumers 52

Consumers CRM Ecommerce Loyalty 52

TechSee

DECEMBER 22, 2019

The contact center agent’s job is getting harder. The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve. Fewer customers now require assistance from live agents to pay bills or carry out other simple tasks. However, that means successful call center agents must now deal with a far greater proportion of complex issues.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

Oracle

DECEMBER 24, 2019

This 2019 holiday shopping season, brands are tapping into the power of emotion to connect with customers and build customer loyalty. Rather than focus advertising strategy on their products, or specific unique selling propositions like price, promotions, or customer experience, it’s emotion that is the force behind many of the world’s leading brands’ holiday marketing drive.

Loyalty 55

Loyalty Brands Advertising Ecommerce 55

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

ROI 275

ROI Consumers Loyalty Industry 275

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Customers

InMoment XI

DECEMBER 23, 2019

Understanding NPS The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to Grow his initial research suggested. View Article.

Net Promoter Score 260

Net Promoter Score NPS B2B 260

ShepHyken

DECEMBER 25, 2019

If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress. Depending on where you work or the industry you’re in, some of you get crazy busy during the holidays while others actually slow down.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

ClientSuccess

DECEMBER 23, 2019

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business. This being said, customer sentiment and satisfaction are notoriously hard to measure across different departments and touch points in an organization. .

Customer Experience 78

Customer Experience Case Study Video Chatbots 78

ReviewTrackers

DECEMBER 23, 2019

If you’re trying to build your company’s online reputation, it can be tempting to take shortcuts and try to find a quick fix. This is particularly true for businesses with not-so-positive reviews and one-star ratings. After all, a stream of fresh positive reviews can quickly bury negative feedback and clear out blemishes in search results, right? This explains why there’s an increasing market for businesses looking to “buy Google reviews”: fake reviews, that is, posted under a random name and Go

Guidelines 121

Guidelines Feedback Consumers Tips 121

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Communication

One Millimeter Mindset

DECEMBER 23, 2019

Hitting your professional storytelling reset button is an essential component for professional and workforce development, as well as business growth. Because this exercise requires you to consider how you deliver value to others, instead of focusing on yourself. Whether you hit this reset button once a year, or continuously throughout the year, reflect on whether you need to recalibrate and refocus how you tell your story to decisionmakers.

Exercises 75

Exercises Consulting Communication Strategy 75

Oracle

DECEMBER 23, 2019

You’ve heard the drumbeat over and over again: the retail apocalypse is here and malls are slowly going extinct. But brick and mortar is proving the forecasts wrong. If the past year has shown us anything, it’s that physical stores and online shopping can coexist and indeed complement each other. This holiday season will see strong traffic to brick and mortar stores — more than half of shoppers (53%) will shop at department stores according to the National Retail Federation — a move

Retail 51

Retail Entertainment Sports Social Media 51

Gainsight

DECEMBER 23, 2019

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. The industry is constantly evolving and it’s important to stay ahead of the curve with new concepts and trends. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success.

Trends 52

Trends Customer Success B2C B2B 52

Forrester's Customer Insights

DECEMBER 23, 2019

Shifting from treating loyalty as a standalone marketing practice to weaving it into the entire customer experience is hard. Enter Nike.

Loyalty 40

Loyalty Omni-Channel Industry Marketing 40

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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

CloudCherry

DECEMBER 23, 2019

Understanding Customers…. Love it or hate it, it’s the key to driving great CX. And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). In truth, there’s no guest I’d rather have started out with, as Mike has an incredibly kind and calm presence that- no doubt- is part of the secret to his success with Custome

CEM 195

CEM Customer Success How To Return on Investment 195

NetBase

DECEMBER 23, 2019

Ever since the Chicken Sandwich Wars of 2019 , Popeyes has been winning online love for its advertising awesomeness. And its latest foray, kicking it old school with a print ad, speaks to the power of using social analytics to inform strategic planning. Popeyes’ Ad Strategy Shift. Since its unexpected and wildly viral success promoting its spicy chicken sandwich, Popeyes has eschewed television advertising.

Advertising 60

Advertising Analytics Brands Consumers 60

GetFeedback

DECEMBER 26, 2019

A good customer thank you email can go a long way in creating a great customer experience and brand perception. Use these 5 tips to craft the perfect note.

Tips 221

Tips Customers Brands Customer Experience 221

Alida

DECEMBER 23, 2019

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals. Some customers—especially those that operate as a shared or centralized insight service to multiple stakeholders—next want to know how to demonstrate the impact of insight in their business.

How To 130

How To Customer Centricity Meeting Customers 130

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

Beyond Philosophy

DECEMBER 27, 2019

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

Loyalty 131

Loyalty Customer Retention Consulting Connections 131

ShepHyken

DECEMBER 24, 2019

Strengthen Your Company’s Core. Hold Yourself Accountable for Creating a Consistently Amazing Customer Experience. Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world. Top Takeaways: In order for your organization to succeed, it must have a strong, solid core.

Leadership 105

Leadership System Consumers Customer Service 105

Wired and Dangerous

DECEMBER 23, 2019

As 2019 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. “Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.

Fashion 91

Fashion Communication Customers Customer relationships 91

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

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Tips

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . What would you say? Without a doubt, it would be struggling to find a solution to their problems. . Customers don’t want to go out of their comfort zone to solve their own problems. They like instant and effortless solutions. . So what can you do to provide a smooth and delightful experience to customers throughout their journey?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

SurveySparrow

DECEMBER 26, 2019

Emails from businesses aren’t necessarily something that the average customer looks forward to because they are usually automated, lacks charm and is unapologetically formal. If you are a business, would you like to be counted as one of these companies? What’s the solution to not sound detached and uninterested in your customer? Sending personalized messages to each customer?

Customer Service 94

Customer Service Net Promoter Score Effort Score Social Media 94

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. In this blog post, we are focusing on the internal help you will need. The Information Technology (IT) Department. Let’s begin with the information technology (IT) department. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

CEM 82

CEM Telecommunications Software Analytics 82