Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Experience Matters

DECEMBER 18, 2017

We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at

ROI 299

ROI Customer Experience Loyalty Consumers 299

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

QuestionPro Audience

DECEMBER 17, 2017

With the kind of competition that’s coming up in the market every day, it becomes crucial for organizations to be on the edge of things and be better than the best. New strategies and options to leverage on competition are developed to gain maximum benefits. Market research is one of the most reliant ways to keep up with the ever-changing market. For a market research to have a reliable and productive outcome, understanding the roadmap of activities from the responses received from the database

Survey 230

Survey B2C B2B Roadmap 230

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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

CloudCherry

DECEMBER 20, 2017

One of the most important things a company can do is to map the customer journey. Not long ago, mapping that path was relatively easy. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. The customer’s journey through a sales funnel was linear and predictable.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

InMoment XI

DECEMBER 20, 2017

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives. Focusing initially on the customer journey along the many interaction points with the VKB, internal.

Customer Centricity 200

Customer Centricity Customer Satisfaction Customer Journeys Industry 200

QuestionPro Audience

DECEMBER 21, 2017

New Year’s has become synonymous with resolving to be a better you in the new year. January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. After a long holiday season filled with food and drinks, the most popular resolution is to lose weight, but gyms are not the only industry that will benefit from consumer spending in the new year.

Consumers 220

Consumers Hotels Travel Transportation 220

Centriam Customer Experience Lab

DECEMBER 20, 2017

Many retailers are finding it difficult to connect with mi llennial shoppers. Even when able to sell to them, they are often unable to sustain the relationship. Findings from Centriam’s 2017 Retail Study confirm this: millennials are more price sensitive, less likely to repurchase, and 40% more likely to be detractors. [ Click to Tweet ].

Retail 150

Retail Customer Experience Study Connections 150

BlueOcean

DECEMBER 20, 2017

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 million people. What does that mean for outsourced contact center employers? In our opinion, it means we better be doing a good job setting up an employment experience that meets the average Millennial’s needs, and we better be shaping our industry to support engagement of this demographic for the short term and the long term.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

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Communication

InMoment XI

DECEMBER 20, 2017

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives. Focusing initially on the customer journey along the many interaction points with the VKB, internal.

Customer Centricity 200

Customer Centricity Customer Satisfaction Customer Journeys Industry 200

QuestionPro Audience

DECEMBER 18, 2017

The holiday season is the time to give to those in our lives who love and support us. Who does that more than our pets? Who else in your life literally jumps up and down when you walk in the door after a long day of work? Dogs provide unconditional love and companionship, so the least we can do is give them a holiday season filled with fun toys and treats. .

Course 191

Course Consumers Customers 191

Customer Bliss

DECEMBER 21, 2017

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. I’ve spent plenty of time developing these actions through tried and tested methods, and decided to turn them into “recipe cards.” Recipe cards came to mind because I grew up in an Italian household with grandmothers who always cared for my siblings and I, and kept us fed.

Leadership 165

Leadership Customer Experience Course Customers 165

NICE inContact

DECEMBER 18, 2017

Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia. With five Contact Center locations in four different countries servicing seven different languages supported by 1,000 employees, changes to technology come with a lot of preparat

Apparel 150

Apparel Contact Center Customer Experience Case Study 150

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

Kayako

DECEMBER 20, 2017

Customer feedback is important for any business that wants to better themselves. We can collect feedback on virtually any aspect of our business—our customer support, our website’s usability, the effectiveness of email campaigns, you name it. But the problem is, unless you’re offering incentive for users to complete your customer feedback forms, such as discount coupons or free swag, users typically hate to give feedback (because…well…they’re boring and they’d much rathe

Feedback 141

Feedback e-support How To User Experience 141

Storyminers

DECEMBER 22, 2017

This guest post is from Lisa Kenny of Maru/Syngro , exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. If this is you, unfortunately, you are doing it wrong. Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Beyond Philosophy

DECEMBER 20, 2017

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings.

Retail 153

Retail eBook Consumers Survey 153

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing? From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center.

Report 121

Report Contact Center Omni-Channel Call Center 121

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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

CX Journey

DECEMBER 20, 2017

Image courtesy of Pixabay Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive. An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

Communication 137

Communication Brands Social Media Touchpoint 137

Michelli Experience

DECEMBER 20, 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. Save Save. The post {Infographic} Going Beyond the Presents for the Christmas Season appeared first on Joseph Michelli.

Infographics 113

Infographics Consulting Customer Experience Company 113

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Customer Bliss

DECEMBER 19, 2017

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve had the pleasure of interviewing over 40 leaders who are transforming customer experience within their companies — some are even making incredible strides within their industry as a whole. As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast.

Chief Customer Officer 107

Chief Customer Officer Company Customer Experience Leadership 107

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Tips

Alida

DECEMBER 19, 2017

Lynda Clarizio has seen the world of advertising evolve from several vantage points thanks to a varied career that goes back to the early days of the commercial Internet. Now president of U.S. media at Nielsen, her overriding advice to attendees at the closing keynote of the 2017 Customer Intelligence Summit ’s first day: Take risks, embrace challenges, and be yourself.

Advertising 100

Advertising Industry Measurement Course 100

Michelli Experience

DECEMBER 20, 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. Save Save. The post {Infographic} Going Beyond the Presents for the Christmas Season appeared first on Joseph Michelli.

Infographics 100

Infographics Consulting Customer Experience Company 100

ReviewTrackers

DECEMBER 19, 2017

Review generation is the process of getting more customer reviews on your business locations’ online review pages on sites like Google, Facebook, TripAdvisor, and Yelp. This can be done by: Sending emails to customers asking them to leave reviews for your business. Including feedback forms on your site. Linking to your profiles on Google, Facebook, and other review sites.

Sports 100

Sports Feedback Brands Analysis 100

Amity

DECEMBER 21, 2017

Dealing with some end of year FOMO? We know, it's the season - it's easy not to feel ready for the new year when you're still working hard to wrap up the quarter. We've got just what you need. Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. Read it now or bookmark it for later, whatever floats your boat!

Customer Success 107

Customer Success Tips Video Measurement 107

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

Customer Guru

DECEMBER 20, 2017

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. In continuation of the series, we have another gem of an interview with Mr. Abhay Singh Chauhan, the head of Customer Service at Avery Dennison.

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

Andrew Mcfarland

DECEMBER 19, 2017

When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises.

Customer Care 95

Customer Care Customer Experience Customers Customer Success 95

OpinionLab

DECEMBER 19, 2017

My strong-willed daughter just turned 5 and I have noticed a recent change in her vocabulary as her favorite word is shifting from “no” to “why”. She still uses “no” a bit more than I would prefer but “why” is becoming increasingly prevalent. While this subtle shift from defiant to inquisitive is encouraging, “why” comes with its own inherent challenges.

NPS 88

NPS eBook Conference Loyalty 88