InMoment XI
MARCH 21, 2018
Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some. View Article.
CX Journey
MARCH 21, 2018
Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Alida
MARCH 21, 2018
Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause. Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-invest
CloudCherry
MARCH 19, 2018
In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? By value, I mean more referrals, repeat business, higher revenue, and greater profitability.
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.
QuestionPro Audience
MARCH 23, 2018
What is Convenience Sampling? Convenience Sampling (also called availability sampling) is a non-probability/non-random sampling technique used to create sample as per ease of access, readiness to be a part of the sample, availability at a given time slot or any other practical specifications of a particular element. The researcher chooses members merely on the basis of proximity and doesn’t consider whether they represent the entire population or not.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 23, 2018
One of the questions clients ask us “Why don’t our proprietary CX scores not match up with our benchmark studies?” It’s a valid question. There can be a perception they should move in lock step. Over the next few weeks we’ll investigate as part of our CX expert series why this isn’t always the case.
GetFeedback
MARCH 23, 2018
The e-commerce experience is the key to success for online retailers. Anand Srinivasan of Hubbion shares 7 simple web elements that make all the difference.
AskNicely
MARCH 22, 2018
Hello! My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy. Back in November 2017, I moved from Austin to Portland (the home of hipsters, craft beer and the “Keep Portland Weird” slogan, stolen from my hometown. True story). I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. .
Centriam Customer Experience Lab
MARCH 22, 2018
Customers and call center employees are frequently envisioned as the houses of Montague and Capulet, eternally struggling against each other. Customers constantly complain about poor treatment, hold times, and unhelpful staff. Employees describe these jobs as the worst they’ve ever had, facing the full brunt of customer wrath. As a result, call centers average annual turnover rates above 40%, while customer loyalty numbers continue to decline.
Advertisement
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.
InMoment XI
MARCH 23, 2018
One of the questions clients ask us “Why don’t our proprietary CX scores not match up with our benchmark studies?” It’s a valid question. There can be a perception they should move in lock step. Over the next few weeks we’ll investigate as part of our CX expert series why this isn’t always the case. View Article.
CloudCherry
MARCH 19, 2018
In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? By value, I mean more referrals, repeat business, higher revenue, and greater profitability.
NICE inContact
MARCH 21, 2018
This is part three of a four part series about Cloud Native vs Cloud Hosted. In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. This part will focus on the two models from the perspective of a Contact Center Operations Leader.
GetFeedback
MARCH 23, 2018
The e-commerce experience is the key to success for online retailers. Anand Srinivasan of Hubbion shares 7 simple web elements that make all the difference.
Advertisement
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.
InMoment XI
MARCH 21, 2018
Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some. View Article.
ijgolding
MARCH 20, 2018
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.
Uniphore
MARCH 21, 2018
It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018: Read More.
GetFeedback
MARCH 20, 2018
Nobody's a stranger to the multiple choice question. But do you know all there is to know about this versatile question type? Master it with our tips.
Advertisement
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?
Kayako
MARCH 21, 2018
The dead zone —this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. It’s a 2-hour period when the Day team have yet to rise while the Night team have signed out for the day. With just Slack and my onboarding materials to work with, I spent the first five months at the job walking on wobbly legs as I gradually built my product knowledge and adopted team processes.
Kerry Bodine
MARCH 22, 2018
As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got a text: AT&T Free Msg: Reply YES to learn how to get unlimited text, 1GB of data and a low calling rate while traveling abroad (free to reply).
Experience Investigators by 360Connext
MARCH 21, 2018
Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie. What a great time to be alive! We live in an age of constant discovery around artificial intelligence and the amazing ways we are sure to use it. When it comes to customer experience, there is no doubt AI is already impacting the way we do business, and I’m not just talking about hospitality bots.
Customer Bliss
MARCH 22, 2018
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel,” is a great quote from Maya Angelou, that Claudiu Coltea , EVP and Head of Customer Experience for Citizens Financial Group, shared while answering the pay-it-forward question, that I ask in every podcast interview, “what do you know now that you wish you knew then?
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.
Win the Customer
MARCH 22, 2018
As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.
Kerry Bodine
MARCH 17, 2018
Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. 1. HYPOTHESIZE about the experience you currently deliver. A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Be careful with this step— it’s necessary, but can also be dangerous.
Beyond Philosophy
MARCH 23, 2018
Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.
Comm100
MARCH 20, 2018
There is no one right day (or way!) to send a letter to a customer. However, holidays and special occasions can be a great opportunity for your business to reach out. Holiday letters are an excellent way to keep customers up-to-date, send out promotions, and show customers you care. And writing personalized letters to customers on their special days – such as birthdays or anniversaries – can set your company apart from the competition, and help and you build business relationships that could las
Advertisement
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,
Horizon CX
MARCH 21, 2018
We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t long (approximately 25 questions) and there was minimal drop-off once someone began the survey. So, we were stumped as to why we were only seeing a 2% response rate. After digging a little deeper, we found that many of the potential respondents had never even opened the email invitation.
Kerry Bodine
MARCH 18, 2018
As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions. So if you’re a student, designer, or professional doing great service design work, don’t miss the opportunity to gain international recognition by entering in 2018. What is the Service Design Award?
Michelli Experience
MARCH 21, 2018
__. 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. Save Save. Save Save Save Save. The post Business Sustainability Infographic appeared first on Joseph Michelli.
Expert insights. Personalized for you.
249 
Let's personalize your content