Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. by Sam Frampton. on 30 Aug 2018. CX Technology Stack. Discover the best tools to improve your customer experience. Text Analytics. Overwhelmed by the sheer number of tools available to help you run your business? You’re not alone. In the digital age we’re in, options are seemingly endless for tools that can help you with every facet of your business.

Technology 40

Technology Customer Experience Consulting Analytics 40

IntouchInsight

AUGUST 30, 2018

Learn why reputation management is important for multi-location businesses, and how to proactively monitor and manage your brand's reputation.

Management 147

Management Brands How To 147

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.

Net Promoter Score 223

Net Promoter Score NPS Feedback Survey 223

InMoment XI

AUGUST 28, 2018

We certainly do not set out in marketing research endeavors to make mortal mistakes with design and analysis, but the complexity involved in linkage analysis is susceptible to errors both of omission and commission. These errors can be avoided often with sufficient planning, communication and program execution. By linkage we mean the formal, statistical process.

Analysis 120

Analysis Communication Marketing 120

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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

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

GetFeedback

AUGUST 31, 2018

Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. But we know great survey design is just the first step to collecting powerful customer insights. To get the most out of your survey program, you need to think about improving engagement every step of the way.

Survey 170

Survey Self Service Effort Score Knowledge Base 170

Omnicus

AUGUST 28, 2018

Why you should reinvent your organization to take advantage of the best of digital and human capabilities.

Customer Service 223

Customer Service Customer Experience Customers 223

AskNicely

AUGUST 29, 2018

“What is a Good NPS Score?” NPS Benchmarks. Is it just about “what is a good NPS score?” Not exactly. Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question.

NPS 150

NPS Net Promoter Score Metrics Culture 150

QuestionPro Audience

AUGUST 30, 2018

Ahh, the age-old debate: dogs vs. cats. 36% of U.S. households own a dog, with 30% owning a cat. Interestingly, cat owners are more likely to own more than one cat, while the majority of dog owners keep it to one. Animals lovers feel very strongly about their choice in the cat/dog discussion being the right one, so which one wins? WHICH IS SUPERIOR?

Study 170

Study Training Meeting Innovation 170

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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

Experience Matters

AUGUST 30, 2018

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 2nd and we’re planning another exciting celebration. Temkin Group has labelled 2018 The Year of Humanity for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinars. Temkin Group will host two free webinars.

Groups 159

Groups Report Strategy Customer Experience 159

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first

Customer Journeys 157

Customer Journeys Connections Customer Experience Customers 157

AskNicely

AUGUST 27, 2018

Business survival and success are inextricably connected to growth. This makes finding new avenues to accelerate growth a high priority. While many go-to strategies and tactics employed today are rooted in shrewdness and sheer cunning, what if the next disruptive idea is simply to be nice? Growing Your Business Needs to be More Than “Going Viral”. CEOs, COOs and CMOs are all looking for ways to grow their business.

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

QuestionPro Audience

AUGUST 30, 2018

Content Index. Guttman Scale Definition. Guttman Scale Characteristics. Steps for developing a Guttman Scale with Examples. Guttman Scale Applications with Examples. Guttman Scale Advantages. Guttman Scale Definition. Guttman scale is one of the three unidimensional scales, the other two being – Likert Scale and Thurstone Scale. Guttman scale also called cumulative scaling or scalogram analysis is created with elements that can possibly be ordered in a hierarchical manner.

Examples 170

Examples Analysis Survey Airlines 170

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

Experience Matters

AUGUST 26, 2018

Yesterday, with the passing of U.S. Senator John McCain, the world lost a true statesman. Even if you disagree with some of his political positions, it’s hard not to admire the way he led his life. He dedicated his adulthood to service, always looking for ways to collaborate—even with members of the opposite party. Here are a few of his quotes that capture the essence of this perspective: In the real world, as lived and experienced by real people, the demand for human rights and dignity, t

Customer Experience 149

Customer Experience Customers 149

Vonage

AUGUST 31, 2018

Roadside assistance provider Allied Dispatch Solutions (ADS) has taken on the mission to bail out the road’s broken-down, flat-tired, and hopelessly stranded drivers in times of need. And every conversation the company has with their customers makes a difference. NewVoiceMedia has transformed the way ADS manages their contact center by integrating with Salesforce, giving the team more control of their own data and delivering the most accurate real-time analytics possible.

Video 145

Video Contact Center Customer Service Analytics 145

GetFeedback

AUGUST 31, 2018

Are you getting the most out of your customer surveys? Here are 6 features and capabilities that can take your survey program to the next level.

Survey 150

Survey Customers 150

QuestionPro Audience

AUGUST 31, 2018

Labor Day isn’t only the last long weekend of summer—it was started in New York City in 1882, when rival union leaders joined forces to protest unpair labor practices. While not all Americans know the history behind the date, they do appreciate a three-day-weekend to soak up the last vestiges of summer. Kick back, relax, and check out our infographic for interesting facts about this historical day, and why we celebrate it.

Infographics 150

Infographics 150

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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

Retently

AUGUST 29, 2018

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service.

Net Promoter Score 160

Net Promoter Score Tips Customer Service NPS 160

NICE inContact

AUGUST 29, 2018

When I arrived on the contact center scene, I knew relatively little about it. Honestly, I hadn’t really heard the term “contact center” not to mention related acronyms like “CX”, “WFO” or “AI”. To me, there were just “ call centers” and I lazily imagined a warehouse filled with worker bees relentlessly taking phone call after phone call, circa the operators of the early 1900’s.

Customer Experience 120

Customer Experience Contact Center Call Center Customers 120

GetFeedback

AUGUST 29, 2018

Net Promoter Score helps you suss out detractors, your unhappiest customers. But what do you do once you find them? Here are 4 steps to follow.

Net Promoter Score 150

Net Promoter Score Customers 150

Omnicus

AUGUST 30, 2018

What does AI look like in today’s customer service world?

Customer Service 174

Customer Service Customers Customer Experience 174

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Michelli Experience

AUGUST 30, 2018

Persona-based journey maps serve as a research and design tool to understand the current journey of core customer segments and to find opportunities to make improvements that add value for those groups. The post Persona-based Customer Journey Mapping Infographic appeared first on Joseph Michelli.

Customer Journeys 100

Customer Journeys Infographics Groups Customers 100

PeopleMetrics

AUGUST 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

CEM 117

CEM Touchpoint Customer Service Exercises 117

Beyond Philosophy

AUGUST 31, 2018

Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at [link]. The post Why People Don’t Say What They Mean?

Communication 107

Communication Customer Experience Customers 107

CX Journey

AUGUST 29, 2018

Image courtesy of Gerry Brown Today I'm pleased to share a guest post by Paul Laughlin , Chief Blogger at CustomerInsightLeader.com. In today's post, Paul shares a book review of Gerry Brown's book, When a Customer Wins, Nobody Loses. As I’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers.

Case Study 86

Case Study Hotels Consulting Culture 86

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

Michelli Experience

AUGUST 29, 2018

Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups. As promised, this weeks’ blog is a continuation of last week’s post titled Aim Before You Fire. In that post, I shared my thoughts on the importance of immersing yourself in an understanding of the core customer groups for whom you wish to design loyalty building experiences.

Customer Journeys 100

Customer Journeys Groups Consulting Customers 100

Esteban Kolsky

AUGUST 28, 2018

A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow. It was very well received, and since then I got some questions about the content. There was one slide that was the most discussed, and I wanted to take this opportunity to go into deeper detail on it. As I was told during the boot camp training at Gartner, when more than two people ask the same question, it should become a research note to answer many who are not going to ask – but have similar

Self Service 95

Self Service Customer Service Multi-Channel Chatbots 95

Alida

AUGUST 27, 2018

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. While health care organizations do have to work within certain regulatory frameworks, they must also deal with digital-first competitors and transformative technologies.

Hospitality 95

Hospitality Retail Leadership Study 95