Chadwick Martin Bailey

FEBRUARY 18, 2020

Customize, personalize, localize, humanize – these are the elements of a customer-centric program that is designed to expand brand reach, and to cement relationships with existing users. A deep commitment to customer-centricity at every level of the organization is the key to customer engagement and brand expansion. Your goal should be to go beyond mere understanding of your customer, and to instead build your company’s empathy for and intuition about your customer.

Brands 52

Brands Social Media Customer Centricity Insurance 52

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

Survey 356

Survey Measurement Interaction Customers 356

Alida

FEBRUARY 19, 2020

Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance. If the experience falls flat, companies face not only losing one customer but also others within the dissatisfied customer's network.

Customer Experience 173

Customer Experience Marketing Financial Loyalty 173

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation.

Company 162

Company B2C Social Media e-support 162

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

ReviewTrackers

FEBRUARY 19, 2020

138

138

Advantage Communications

FEBRUARY 21, 2020

Modern customers expect high engagement levels and personalized experiences from the companies they do business with. If your organization is to offer unparalleled customer service, it’s important that you collect customer data and develop a customer experience strategy that is designed specifically for your brand’s audience. While it may sound simple, in a world where data privacy is top of mind for consumers and businesses alike, this isn’t always easy.

Data 71

Data Company Customer Experience Customer Expectations 71

Heart of the Customer

FEBRUARY 20, 2020

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […].

Chief Customer Officer 114

Chief Customer Officer Interaction Marketing Company 114

ShepHyken

FEBRUARY 21, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience. In today’s highly competitive and constantly advancing retail industry, there is no place for ordinary customer service. Modern consumers are smart – they have countless shopping options, and thus are too impatient for checkout delays, long queues and incompatible payment options.

Sales 95

Sales Strategy Customer Experience Retail 95

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. One of the main indicators that can be taken into account is contact economy, which is based on the number of contacts avoided by phone or email. While figures vary depending on solution providers, it is commonly admitted that implementing a self-service tool allows businesses to reduce the number of incoming contact

Self Service 116

Self Service Chatbots ROI Return on Investment 116

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Customers

InMoment XI

FEBRUARY 18, 2020

The Importance of a Brand’s Promise According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do. View Article.

Brands 260

Brands 260

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Experience Matters

FEBRUARY 21, 2020

Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric. Instead, the key to success is the program that is wrapped around those numbers (see our 5 steps for an effective CX metrics program).

Metrics 258

Metrics Leadership Engagement Data 258

Customer Bliss

FEBRUARY 18, 2020

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. The following is a lightly edited transcript of the video below. For the previous video about this topic, click here to read the transcript and access the video.

Chief Customer Officer 248

Chief Customer Officer Video Customer relationships Course 248

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Communication

GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

NICE inContact

FEBRUARY 20, 2020

In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.

Customer Service 156

Customer Service Video Consumers Customers 156

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Alida

FEBRUARY 20, 2020

“We were flying blind. We didn’t have consistent data, we didn’t know much about our global audience, and it was very difficult to make decisions. Now, with one centralized platform, we’re infusing our deep customer knowledge into business decisions in every market around the world.”. — Chris Austin, Director of Data & Insights, Condé Nast.

Data 130

Data Marketing Customers Customer Insights 130

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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

GetFeedback

FEBRUARY 17, 2020

The reasons you should use NPS, and our three pillars for improving your NPS program with the GetFeedback Salesforce integration.

NPS 195

NPS Measurement Loyalty Customers 195

NICE inContact

FEBRUARY 20, 2020

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

Customer Satisfaction 156

Customer Satisfaction Employee Experience Survey Customers 156

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. . We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

Meeting 162

Meeting Innovation Social Media Chatbots 162

ShepHyken

FEBRUARY 19, 2020

In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well. But on a day to day basis, amazement happens when you deliver experiences that are consistently and predictably above average.

Customer Service Training 148

Customer Service Training Customer Experience Customer Service Training 148

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

Wired and Dangerous

FEBRUARY 17, 2020

We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline. Today’s customers are changing providers faster than ever before when they don’t consistently receive great service. Making sure you have these three ingredients driving your customer journey is critical for service success.

Policies 121

Policies Course Customer Journeys Customer Experience 121

NICE inContact

FEBRUARY 19, 2020

Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images. When you look at stats on the influence of visual language as a communication vehicle, you start to realize what kind of impact it can have on customer experience. Especially with the rise of digital interaction channels in the contact center.

Contact Center 156

Contact Center Communication Interaction Customer Experience 156

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being.

Brands 158

Brands Social Media Chatbots Interaction 158

ShepHyken

FEBRUARY 18, 2020

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Top Takeaways: It isn’t enough to simply gather data.

Multi-Channel 116

Multi-Channel ROI Leadership NPS 116

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Tips

ProProfs Chat

FEBRUARY 21, 2020

I love using live chat because it’s simple, easy, and helps me get a solution instantly. But what about you out there, reading this? Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time.

How To 110

How To Brands CRM Training 110

SurveyGizmo

FEBRUARY 20, 2020

By Tim Svensen, Software Engineering Manager, and Chris Cantrell, UX Designer. Our customers continually inspire us. They leverage the SurveyGizmo platform in ways we never imagined, using feedback to drive real impact throughout their organizations. Take Mary Ann Mendez. An accomplished researcher at the Professional Development and Research Institute on Blindness (PDRIB), she’s a real force of nature.

Analysis 108

Analysis Case Study Survey Training 108

Ecrion

FEBRUARY 20, 2020

Every business owner knows the value of getting into the minds of their target audience. What makes customers tick? What problem do they face and what solution can you offer? Beyond simply identifying your customer’s pain points, you need to understand the motivation behind the customer journey. Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand.

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103