Escalent
SEPTEMBER 25, 2018
Virtual Reality Is More Than Fun and GamesOver the past four years, a flurry of product introductions has created significant buzz around the area of virtual reality (VR), and much of the hype is well deserved.
Steve DiGioia
SEPTEMBER 24, 2018
does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world.
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CloudCherry
SEPTEMBER 26, 2018
Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. In order to actually improve the customer experience, CX teams must act on the information they receive from predictive insights. A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. * Align – deliver insights across the org
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition.
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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.
Experience Matters
SEPTEMBER 24, 2018
Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
SEPTEMBER 25, 2018
It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. In order to get the insights you need to provide better service and increase retention, you need the right surveys, in the right places, at the right times.
One Millimeter Mindset
SEPTEMBER 24, 2018
If you practice a hopscotch client retention strategy, do not get your hopes up. Making clients successful is hardly child’s play. Co-partnering in your client’s success involves more than adhering to a mostly-linear protocol. Rather, start by being better prepared to weigh risks against opportunities. As a result, serve your clients better and better over the duration of your relationship with them.
Customer Bliss
SEPTEMBER 27, 2018
“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales. In today’s episode, Lucy and I talk about how they define customer success and customer experience at Genesys and how she’s been leading the CX transforma
QuestionPro Audience
SEPTEMBER 27, 2018
Market research is necessary for a business to learn and grow. But many businesses push off conducting research due to budgetary restraints and feel there are more pressing areas to invest in than research, which is a mistake. In a recent study conducted by market research firm, Attest, 26% of businesses surveyed said they do not gauge the market before launching a new product or service. 16% said market research is too time consuming, 35% claimed market research was irrelevant to their business
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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.
GetFeedback
SEPTEMBER 25, 2018
Not all surveys are created equal. Learn how to upgrade your survey strategy to capture customer feedback and deliver better service at every turn.
Experience Matters
SEPTEMBER 26, 2018
One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like? This video from Oxford Properties‘ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me).
Customer Bliss
SEPTEMBER 25, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On a recent episode of my podcast , I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expan
QuestionPro Audience
SEPTEMBER 27, 2018
We use many words to describe those who answer our sometimes-tedious surveys: “respondents”, “participants”, “subjects”, etc. As some have noted, how about using “people”? Then maybe we’d empathize better with them for what we are asking them to do, as Rudley Raphael very eloquently argues in his article. It’s the right thing to do – give them a better experience, and we’ll get better information back.
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.
GetFeedback
SEPTEMBER 27, 2018
A few years ago, trade publications were plastered with phrases like “the retail apocalypse” and “the end is near for retail.” The reality is, retailers aren’t going anywhere. Big players like Target are experimenting with both digital channels and in-store formats. They’re building seamless, unforgettable customer experiences that consumers feel every time they walk into a store or open the app.
Kayako
SEPTEMBER 28, 2018
In the customer service and support world, it’s no secret that live chat is changing the game. From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers. Customers and support professionals alike have taken notice. A Kayako study found that a whopping 41% of consumers prefer live chat over other forms of support, like phone, email, and social media.
AskNicely
SEPTEMBER 27, 2018
?. Ryan Carson, Founder and CEO of online coding school Treehouse , knows how important it is to hire diverse teams. Not only is it good for the world, but it also helps companies discover new perspectives, see new problems, and even increase profits (to the tune of up to 30%, according to Ryan). Unfortunately, there is still a sizable gap between the number of new tech jobs created and the number of women and minorities who pursue computer science careers.
Centriam Customer Experience Lab
SEPTEMBER 26, 2018
Editor’s note: We have already discussed in our CX Lab about the importance of making things easier for customers. We have expanded this conversation to include millennials , as a reason for digital investments by banks , and as an argument for simpler surveys. But as we talk to more and more CX professionals, we are finding a strong hunger for more examples of how to simplify experiences for customers.
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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?
GetFeedback
SEPTEMBER 24, 2018
Customer experience has never been more important. The way people buy has changed, but unfortunately most businesses are still trying to sell things the old way. Not too long ago Google brought out the term ZMOT, which refers to the point in the buying process when the consumer learns about a product before the seller even knows about them. Thanks to the internet every customer now has a voice and a wider selection of choices.
Comm100
SEPTEMBER 27, 2018
Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on. Customers expect a lot more from customer service agents than a simple greeting.
AskNicely
SEPTEMBER 25, 2018
The Case for Executive Buy-in For an Advanced NPS Program. Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program.
Omnicus
SEPTEMBER 25, 2018
In the past, artificial intelligence has been portrayed as a dangerous and highly complex technology capable of overtaking humanity as a whole. A catalyst for fear, AI was negatively portrayed in a host of science fiction films, novels, and television shows. While there is some truth to this portrayal (devices utilizing AI can perform many human functions), artificial intelligence has its limitations, and a world ruled by sentient robot overlords may have its place in an exceptionally distant fu
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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,
GetFeedback
SEPTEMBER 27, 2018
Retailers that embrace developing technology will keep consumers coming back for more. Here's how the retail customer experience is adapting to innovation.
Vonage
SEPTEMBER 26, 2018
After two fun, informative and action-packed days, it’s hard to believe we're already halfway through Dreamforce 2018! With 3,000+ sessions, 170,000+ people registered – including plenty of A-list luminaries – and around 10 million joining in online, we’re thoroughly inspired, a little exhausted, but eager to see what the rest of the festivities will bring!
AskNicely
SEPTEMBER 24, 2018
Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top Score in 4 Criteria. Portland, Ore., September 19, 2018 — Out of 123 vendors in the category, AskNicely has been identified as the top solution in the Fall 2018 G2 Crowd Enterprise Feedback Management Grid Report, receiving the highest scores for: customer satisfaction, likeliness to recommend, usability, relationship, and implementation, reinforcing AskNicely’s position as the world&
IntouchInsight
SEPTEMBER 26, 2018
More data can mean more problems. Learn how to transform your customer experience data into meaningful insights and take action to drive ROI.
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.
GetFeedback
SEPTEMBER 24, 2018
Consumers experience several moments of truth along the path to purchase. Here's a look at the top touchpoints and how you can improve them to drive sales.
Customer Guru
SEPTEMBER 25, 2018
Being a customer service representative is not an easy task. It requires a lot of effort and hard work, along with traits such as optimism and empathy. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. Company policies and regulations, lack of authority, and various other such reasons can come in the way of a customer service representative resolving a customer complaint.
Beyond Philosophy
SEPTEMBER 26, 2018
Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them.
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