Ann Michaels and Associates

JUNE 12, 2019

Customer Experience 56

Customer Experience How To Customers 56

ProProfs Chat

JUNE 13, 2019

Companies today invest a lot in gaining top customer service skills. Businesses implement marketing strategies that they are confident will work out with their consumers and help them connect instantly. However, building trust is a lengthy process that many business owners claim can take years. Is it because consumers do not trust contemporary marketing methods?

Video 63

Video Consumers Poor Customer Service Customers 63

CSM Magazine

JUNE 14, 2019

With so much emphasis on digital services these days, brands need to ensure they’re providing a seamless online service. More consumers than ever before are using their smartphones and tablets to shop for the things they need. So, if your business wants to succeed, it needs to ensure it’s creating an enjoyable, flawless online experience. Not sure where to start?

Online Experience 40

Online Experience How To Customer Satisfaction Video 40

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

User Experience 329

User Experience Customer Experience Interaction Customers 329

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

CloudCherry

JUNE 13, 2019

Online banking has been transforming customers’ behaviors, expectations, and needs. Why is that so? It’s because it provides a more comfortable life for the customer, which is what they want precisely. Customers want to have a smooth execution of banking transactions with just one click or one touch rather than wasting their time waiting in line. However, customers still find it hard to settle some banking problems regardless of what platform they are using, which eventually allows the banking i

Banking 267

Banking Tools Engagement Chatbots 267

NICE inContact

JUNE 12, 2019

More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% of chat interactions result in a first-contact resolution.

Net Promoter Score 136

Net Promoter Score Comparison Consumers Study 136

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

CloudCherry

JUNE 13, 2019

I am a storyteller. I have spent the better part of my life sharing those stories on stage through song, dance, and acting. And, when I joined the CloudCherry Team over two years ago, I felt certain that little- if any- of the skills I’d honed during this 20-year career would be transferable. So much of everything, of course has to do with mindset. And, in my case, it’s taken the challenge of a colleague to inspire some long overdue thinking (and a bit of mindset tweaking) on the subject.

Course 150

Course Analytics Meeting Customer Experience 150

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

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Customers

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. 1) Telcos.

Industry 136

Industry Self Service Customer Service Banking 136

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users. This is an essential part of a company’s growth.

Feedback 199

Feedback Survey Conference Airlines 199

Kayako

JUNE 13, 2019

At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process. Our Live Chat Statistics report found that a whopping 79 percent of businesses say live chat has had a positive impact on their sales , revenue, and customer loyalty.

Consumers 125

Consumers Customer Satisfaction Culture Call Center 125

CX Journey

JUNE 10, 2019

If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will benefit. I recently asked for feedback from speakers about their experience with event organizers and about their speaking experience, in general.

Hotels 144

Hotels Feedback Engagement Voice of Customer 144

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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

NICE inContact

JUNE 10, 2019

Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has a very strong quality management and training team.

Contact Center 136

Contact Center Employee Engagement Tips Management 136

GetFeedback

JUNE 9, 2019

CX tools are dominating the software space. In fact, according to Capterra, there are over 300 different customer experience tools.

Tools 195

Tools Software Customer Experience Customers 195

Customer Bliss

JUNE 12, 2019

In my 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Self Service 126

Self Service Chief Customer Officer Video Course 126

IntouchInsight

JUNE 13, 2019

Our recent webinar featured special guest, Kerry Bodine. Watch this on-demand webinar now to learn how to develop a journey mindset at your organization.

How To 120

How To 120

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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

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.

Customer Journeys 125

Customer Journeys Policies Analysis Tools 125

GetFeedback

JUNE 13, 2019

Increase data quality, reduce clicks, and drive key business processes with CRM embedded surveys. The term “ garbage in, garbage out ” is a concept that the quality of input data determines the quality of output data. In other words, what you put in is what you get out. Since data lies at the heart of your business, trusting faulty input data to influence critical business decisions is risky and can yield misleading results.

Survey 170

Survey Consulting CRM Sales 170

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

ROI 122

ROI Tips Customer Journeys Metrics 122

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

ShepHyken

JUNE 12, 2019

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the honor of working with Francisco Partners , a private equity firm. They invited me to address the leadership team of the companies they’ve invested in about customer service and experience.

Training 118

Training Customer Service Training Leadership Customer Service 118

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But why isn’t this level of fandom a reality for every brand? According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotio

Study 170

Study Loyalty Connections Loyalty Programs 170

Wired and Dangerous

JUNE 10, 2019

Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. 44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up!

Loyalty 101

Loyalty Customer Experience Hospitality Hotels 101

ServiceDock

JUNE 10, 2019

According to research by consultancy firm Morar, 100% of the 844 executives surveyed for a recent report indicated that customer experience (CX) is a key focus area for their business. The fact that only 58% mentioned sales and revenue in the same light indicates that there’s widespread awareness that delivering great CX naturally leads to stronger financial results.

Culture 98

Culture Customer Experience Financial Consulting 98

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Tips

ShepHyken

JUNE 11, 2019

From Content Marketing to Content Experience. Personalizing the Content Experience to Win Customer Loyalty. Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience.

Loyalty 116

Loyalty Marketing Connections Customer Experience 116

GetFeedback

JUNE 13, 2019

With GetFeedback Flow Templates, surveys can be embedded directly in Salesforce screen flows to provide an easy-to-use interface that simplifies data collection.

Survey 150

Survey Data 150

Beyond Philosophy

JUNE 14, 2019

How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes. Then, I remember that when I introduce myself, I often refer to my status on LinkedIn as one of the top 150 Business Influencers.

How To 92

How To Course Customers Consulting 92