Innovative CX

AUGUST 14, 2019

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Lumoa

AUGUST 12, 2019

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.

Customer Satisfaction 350

Customer Satisfaction Customers 350

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier.

Contact Center 174

Contact Center Customer Care Employee Engagement Culture 174

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

Totango

AUGUST 15, 2019

As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Doing so gives you a detailed picture of how customers use your product and interact with your team, making it easier to identify opportunities to enhance the customer experience and improve your product or service. .

Data 80

Data Customer Success How To Customers 80

InMoment XI

AUGUST 16, 2019

Encouraging Customer Response by Focusing on the Positive Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are 5 times more likely to provide feedback. What’s more, in some instances, MaritzCX found over 80% of that verbatim to be. View Article.

Survey 200

Survey Study Feedback Customers 200

CloudCherry

AUGUST 13, 2019

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program.

Data 218

Data Net Promoter Score Effort Score Analytics 218

Steve DiGioia

AUGUST 12, 2019

and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? Isn’t that what you’re known for? Isn’t the word “donut” in your company name, on your napkins, and on all your signs?

Course 208

Course Company Customers Customer Service 208

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest adv

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

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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

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

CloudCherry

AUGUST 13, 2019

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program.

Data 150

Data Net Promoter Score Effort Score Analytics 150

Alida

AUGUST 12, 2019

There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization. In this post, we hope to level set and to provide context as to what these are and how they can impact your role in your organization.

Software 174

Software Customer Insights System Voice of Customer 174

Customer Bliss

AUGUST 13, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Does this scenario sound familiar: I’ve had breakfast, lunch and a snack and the cable guy is still not here. I got a call from him about an hour ago that he’s, “On his way.” No clue what that means.

Case Study 136

Case Study Video Study Customers 136

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Communication

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ).

Contact Center 156

Contact Center Self Service System Training 156

Experience Matters

AUGUST 15, 2019

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.

Management 120

Management Report Groups Survey 120

Beyond Philosophy

AUGUST 14, 2019

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.

Customer Experience 132

Customer Experience Fashion Customers Examples 132

Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this episode, we’ll hear from Yellowfin ’s CCO, Lee Roquet and former CCO of Rigor , Francis Cordon.

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

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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

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the simplest terms, WFM programs seek to ensure you have the “right” skilled agents in the “right” place at the “right” time, whether that’s achiev

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

Comm100

AUGUST 16, 2019

My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long. The death of the phone. During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

ShepHyken

AUGUST 14, 2019

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St. Louis Cardinals team. He was one of our best—and still is one of the best to ever play the game.

Sports 127

Sports Effort Score Customer Focused Customer Service Training 127

Alida

AUGUST 15, 2019

When the GDPR came into force in 2018, one of the biggest questions on everyone’s mind was, “What will enforcement look like?” With the first major fines issued in July to British Airways and Marriott International, we now have an answer. The UK Information Commissioner's Office (ICO) announced its intention to impose a massive $183.39M GBP penalty on British Airways and $99M GBP against Marriott , both for data breaches each company reported in 2018.

Report 100

Report Data Company 100

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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

NICE inContact

AUGUST 14, 2019

Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong.

Customer Service 137

Customer Service Social Media Brands Loyalty 137

Calabrio

AUGUST 14, 2019

Every year, Calabrio puts on a show with the annual customer conference. Sure, there are glitzy lights, more food than you could imagine, and swag as far as the eye can see. But at the center of Calabrio Customer Connect is the attendee experience, and this goes far deeper than swag and food. When attendees arrive in San Antonio, they’ll be treated to an unrivaled networking and learning experience.

Connections 100

Connections Contact Center Conference Consulting 100

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers.

How To 102

How To Loyalty Consulting Interaction 102

ReviewTrackers

AUGUST 12, 2019

One of the most effective ways to improve your search ranking on Google is to get more and better online reviews with the help of a Google My Business reviews link. Google reviews can increase a business’ online reputation and attract more customers. Rave reviews from the happiest customers can also boost a listing’s overall search ranking. In fact, the buying decisions of 90 percent of consumers are influenced by reviews , and a majority use Google reviews before they even visit a business ( 63

How To 100

How To Social Media Feedback Consumers 100

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Tips

NICE inContact

AUGUST 13, 2019

Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.

Contact Center 136

Contact Center Data Management Average Handle Time 136

Oracle

AUGUST 15, 2019

Before Payoneer was founded in 2005, the world primarily transacted on paper and land lines. Despite the Internet’s rising popularity, companies were often limited by geographic and market constraints. Payoneer, a borderless payment platform, changed that. The brand operates across 200 countries, connecting 4 million users in over 150 currencies and 70 languages by making global transactions as easy as local ones.

Tips 103

Tips Brands Self Service How To 103

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various 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. Everyone Hates Customer Service. This Is Why. by Sharon Terlep. (Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt.

Customer Service 95

Customer Service ROI Customer Service Training CRM 95