Extreme experience: How brands are achieving customer success without being customer-centric
MyCustomer
MARCH 10, 2019
Loyalty. Why brands are successful but not customer-centric.
MyCustomer
MARCH 10, 2019
Loyalty. Why brands are successful but not customer-centric.
ReviewTrackers
MARCH 15, 2019
Customer experience is growing steadily as a top priority in the banking industry. Computer Services surveyed more than 160 bank executives in 2017 and 55 percent of that group said they planned to put more money into “customer experience initiatives.” A major factor in this shift to customer experience is because of the potential for more revenue.
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TechSee
MARCH 12, 2019
Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019.
Storyminers
MARCH 11, 2019
Storytelling is the medium through which cultures grow and thrive. From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. Some of the most iconic brands in history are great ‘story brands’. From legacy brands like Disney and Apple to challenger brands like Warby Parker and Airbnb, a rich blend of history and marketing can create an experience that convinces people to try new things.
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.
Ann Michaels and Associates
MARCH 13, 2019
In today’s crowded marketplace, brands are finding it more difficult to differentiate themselves from one another. When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them. Many brands today are working to find that differentiation in customer experience. In fact, experts believe that by 2020, customer experience will be even more important than price or product quality in differentiating one brand from an
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Centriam Customer Experience Lab
MARCH 12, 2019
Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.
Customer Bliss
MARCH 12, 2019
In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. .
InMoment XI
MARCH 15, 2019
Is your brand being properly represented at the front line? How do you know? Hear the answers to these questions and more! Join MaritzCX’s mystery shopping experts, Dan Hugge and Doug Smith, in this webinar as they explain how to design and execute a mystery shopping program that drives true value to your organization. They’ll convey. View Article.
Experience Matters
MARCH 13, 2019
Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I say more) More or less demanding employees? (I say more) More or less access to data and analytics?
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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.
Kristina Evey
MARCH 13, 2019
You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey.
Lumoa
MARCH 12, 2019
Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings.
InMoment XI
MARCH 11, 2019
QR Codes on Receipt-Based Invitations Increase Response Rate For over five years, a MaritzCX client in the shipping industry used a receipt-based online survey to measure the customer’s retail experience. These surveys featured a URL at the bottom of the customer’s receipt, guiding them to an online survey. While the survey was short and optimized. View Article.
Experience Matters
MARCH 11, 2019
Last week I joined more than 10,000 XM enthusiasts at the Qualtrics X4 Summit in Salt Lake City. This was my fourth X4, and the first one since joining Qualtrics. I really enjoyed seeing old friends and meeting many new ones. We have some really awesome clients! My head is still spinning from the amazing event. Over two days, we were treated to the most incredible line-up of speakers, including President Obama, Oprah, Sir Richard Branson, Ashton Kutcher, NBA Commissioner Adam Silver, and Imagine
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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
MARCH 11, 2019
SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. They’re also great if you need to follow up on a phone call or an in-person interaction. Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x greater than email.
NICE inContact
MARCH 14, 2019
Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.
CloudCherry
MARCH 14, 2019
On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.
Customer Bliss
MARCH 15, 2019
Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices. In this sense, SnackNation is a B2B2C company, as it partners with grocers and other businesses, while also selling directly to consumers.
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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
MARCH 15, 2019
At GetFeedback, we know email is a powerful survey distribution channel. In fact, 72% of people prefer to receive promotional content to their inbox over any other channel. But we also know that when it comes to email solutions, each company has a different approach and one size doesn’t fit all. For this reason, we make it easy to build beautiful and engaging surveys that can be emailed in a way that makes sense for your business.
NICE inContact
MARCH 11, 2019
With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves.
IntouchInsight
MARCH 15, 2019
This blog covers 8 trade show tricks for improving attendee engagement, and turning attendees into qualified leads.
CX Journey
MARCH 13, 2019
Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.
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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.
GetFeedback
MARCH 11, 2019
SMS surveys are perfect for reaching customers always on the go. Follow these SMS survey best practices to receive reliable, actionable customer feedback. .
NICE inContact
MARCH 12, 2019
The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently deployed in the cloud.
Kristina Evey
MARCH 13, 2019
Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read More Episode 42 – Creating a Successful CX Strategy. The post Episode 42 – Creating a Successful CX Strategy appeared first on Kristina Evey.
SuiteCX
MARCH 15, 2019
2018 was an excellent year for SuiteCX. SuiteCX has put another strong year of growth and profitability under its belt. 2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. SuiteCX was identified in Forrester’s Wave. SuiteCX was also identified as a Leader in the Aragon Research Tech Spectrum for Customer Journey Mapping, 2019.
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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
MARCH 14, 2019
GetFeedback provides five different ways to email your survey invitations to enhance the customer experience and boost engagement.
NICE inContact
MARCH 13, 2019
I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took extra effort. I also had less flexibility – if my dog wanted his head out the back window, I couldn’t do it while I was driving, making him wait.
Beyond Philosophy
MARCH 15, 2019
Customers Are Irrational! Why? What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones. This episode of The Intuitive Customer explores customer irrationality.
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