Sat.Jul 14, 2018 - Fri.Jul 20, 2018

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Make This Small Change For Big Results

Beyond Philosophy

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.

Policies 199
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An Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience - Transforming the Customer Experience

Kristina Evey

Customer Journey Mapping. Map the Experience Your Customers Have. This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder. Many folks, myself included, used to map out every single touchpoint the customer encounters and then map out all of the operational logistics necessary behind the scenes and while these looked impressive, they would impress you st

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5 CX Myths That Can Destroy Brand Reputation

Horizon CX

The following article is a guest post by Larry Reed of DesignRush obtained through Tenfold – www.tenfold.com. . Tenfold powers better customer conversations. In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Many inexperienced marketers who are just starting out can easily fall prey to some of these myths that reference half-researched articles and make potentially harmfu

Brands 20
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In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours - Transforming the Customer Experience

Kristina Evey

The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer. I know that most of you are looking to create solid experiences for your customers that will bring them back to you time and time again.

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The Ultimate Guide to Monetizing Customer Learning

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.

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Moving to a digital experience will pay dividends for financial institutions

Quadient

Digital business transformation is a must if financial institutions want to keep pace with customer experience expectations. According to Peter Wannemacher, Principal Analyst at Forrester, many financial institutions are moving towards an omni-channel, digital experience but, unfortunately, they are not keeping pace with shifting customer behaviours and expectations.

More Trending

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10 chat support job responsibilities: what you need to know about providing live chat support to your customers

UJET

It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.

Customers 297
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3 Tips on Maximizing Salesforce Survey Data

GetFeedback

Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. 1. Create a Salesforce survey dashboard.

Tips 240
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Placement of Survey Questions

InMoment XI

This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated. The placement of certain key survey questions – particularly the overall satisfaction question in a customer satisfaction questionnaire – has been extensively debated among academics, suppliers, and clients.

Survey 200
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Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably.

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Reimagine Your Communications With A Unified Platform

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.

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The Science of Predictive Customer Experience Management

CloudCherry

Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals.

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How to Build an Awesome Blog Survey

GetFeedback

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. In the GetFeedback builder, select “Create from Scratch.”.

Survey 186
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Making Efficiency a Healthcare Priority

InMoment XI

A few days ago, I found out that I need to get surgery on my right elbow. It’s been hurting a long time now, during the course of which I’ve seen various medical experts in hopes they would have a solution. The healthcare industry is something that everyone utilizes even though it has a bad. View Article.

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Biteable’s Evolution to a Customer-Centric Product Roadmap

AskNicely

As a product team, you require a deep understanding of your customers’ complex problems. Without it, how do you know if you’re innovating in the right direction? Are you fixing real pain points, or are you spending time and money on features that might not actually matter to your customers? Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innov

Roadmap 150
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How Retailers Are Transforming Customer Experiences with Data & AI

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.

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2018 Temkin Emotion Ratings: Wegmans Earns Top Spot

Experience Matters

Emotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric.

Metrics 149
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3 Tips on Maximizing Salesforce Survey Data

GetFeedback

Customer feedback makes your CRM even more powerful. Here are a few simple tips on improving visibility and driving action with Salesforce survey data.

Tips 170
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What is a Good Net Promoter Score? (2018 NPS Report Update)

Retently

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” And even though we repeatedly tell our clients that the score itself is irrelevant , we do understand the idea that comparing performance to other companies can help them show a more accurate picture of where they are standing at in a competitive landscape.

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The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service

ijgolding

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Increase Contact Center Efficiency with CRM Integrations

NICE inContact

Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency.

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4 Keys to an Effective Customer Survey

GetFeedback

If your customer survey is just so-so, you might be missing out on meaningful insights. Here are 4 foolproof ways to harness the power of smarter surveys.

Survey 150
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Make the Switch: Why Kayako Is The Customer Support Software For Your Small Business

Kayako

At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. The world was changing. Markets got more crowded, consumers got more discerning, and seamless customer experience became a competitive advantage.

Software 120
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Episode 007 – CX Depends on Hiring Right - Transforming the Customer Experience

Kristina Evey

Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a little additional work to do.

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11 Tips to Drive Learning Content Consumption

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,

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When IVR meets Visual Assistance – Retaining the Lost Waiting Time

TechSee

IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service

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Corporate Culture and the Bottom Line

CX Journey

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? In a nutshell. yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised! Today's post is a follow-on to last week's post, A Fish Rots from the Head Down , in which I wrote about the need for company leadership to model the behaviors they want to see from their employees in order to transform, inspire, and drive the company's intended culture.

Culture 109
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Which Customer Experience Tools Can Boost Your Strategy?

ReviewTrackers

Managing the customer experience (CX) has become a top priority for many of today’s business organizations. Not so long ago, simply having the highest-quality product, the savviest marketing, the greatest convenience, the best customer service, or the most bang for the buck was considered the key to business success. But times have changed. Now, CX has become the key growth driver and competitive differentiator.

Tools 100
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Seeking Magic Moments – Why It’s Time to Tune Up Your Digital Experience Stack

Forrester's Customer Insights

The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song that reminds us of the power of storytelling, […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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3 Ways to Future-Proof Your Customer Experience Management Strategy

Oracle

The field of customer experience management isn’t new, but companies are still evaluating what exactly this functional area means for the future of business. The umbrella of CX is broad, encompassing a range of touch points from early acquisition to post-purchase experiences. You can think of CX as the mechanism that shepherds buyers from problems to solutions, questions to answers, and from indecision to action.

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Why Do Customer Emotions Matter?

Beyond Philosophy

Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? appeared first on.

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Should You Buy Google Reviews? Read This

ReviewTrackers

If you’re trying to build your company’s online reputation , it can be tempting to take shortcuts and try to find a quick fix. This is particularly true for businesses with not-so- positive reviews and one-star ratings. After all, a stream of fresh positive reviews can quickly bury negative feedback and clear out blemishes in search results, right? This explains why there’s an increasing market for businesses looking to “buy Google reviews”: fake reviews, that is, posted under a random name and