Help.com

SEPTEMBER 11, 2018

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” If you didn’t get that memo until now, don’t worry. You still have time to build the kind of support that anticipate customers’ needs rather than reacts to them.

Customer Expectations 182

Customer Expectations Interaction Customer Service Analytics 182

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. In today’s episode, we’re continuing the conversation around journey mapping by revisiting two conversations I’ve had with previous guests on the show.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

Kristina Evey

SEPTEMBER 13, 2018

Frustration Drives People Away. I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water.

Customer Experience 243

Customer Experience Conference Customers Connections 243

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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.

Customers

InMoment XI

SEPTEMBER 13, 2018

In today’s service-obsessed world, community and citizen expectations are rising. Ameren Missouri has been acutely aware of the fact that they need to compete with new trends, employee needs, control operational costs, and implement modern technology to help them better serve their customers. Join us on September 20thfor a webinar with Ameren Missouriin which they.

Culture 200

Culture Trends Technology Customers 200

Steve DiGioia

SEPTEMBER 10, 2018

can a crooked sign ruin your business? This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing. All is well – but is it? Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady.

How To 237

How To Sales Examples Brands 237

GetFeedback

SEPTEMBER 13, 2018

When you decrease customer churn, it leads to more than repeat customers and referrals. It keeps your brand reputation in check. Learn how to do it.

How To 195

How To Customers Brands 195

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. In fact, according to Bain’s research, 80% of business executives believe they deliver a superior customer experience—but only 8% of customers agree.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

QuestionPro Audience

SEPTEMBER 14, 2018

September is upon us. With it comes sweater weather, pumpkin spice lattes, and hearty crock pot meals. Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. PACKAGING. Consumers are turning away from the traditional bottle packaging for wine. Fall brings football season and tailgating, and smart wine brands realize consumers want alternative options to the traditional beer.

Trends 170

Trends Consumers Report Innovation 170

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Communication

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyal

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

GetFeedback

SEPTEMBER 14, 2018

Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. This means that companies need to pay attention more than ever to the customer experience.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting capacity, all around the world.

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

AskNicely

SEPTEMBER 13, 2018

?. For Katie Bullard — Chief Growth Officer at DiscoverOrg , the leading marketing and sales intelligence provider — it took years of miserable holiday shopping experiences to recognize a truly great one. That moment came from a simple gesture at a busy Crate & Barrel store. To ease holiday stress, employees began handing out delicious peppermint bark to customers waiting in line.

Net Promoter Score 150

Net Promoter Score Video B2B Sales 150

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

Oracle

SEPTEMBER 11, 2018

The last few years have seen a proliferation of digital health tools including apps and wearables. “Doctor” Google is often a first port of call when looking for health information. We digitally count our steps. We’re becoming more knowledgeable and empowered about our own health outcomes as we demand more control and increasingly want more personalized care solutions.

Healthcare 169

Healthcare Consumers Hospitality Consulting 169

GetFeedback

SEPTEMBER 12, 2018

Pretty much every business has a contact form on its website. Simple and effective, they give customers and leads an easy way to reach you. But if you’re using a traditional form that doesn’t integrate with Salesforce, you may be missing out on key data and costing your team more time and energy. The solution? Salesforce case forms. Unlike a regular form, these handy, these “web-to-case” forms will automatically create a new Service Cloud case when customers submit questions.

CRM 150

CRM Survey Connections Data 150

One Millimeter Mindset

SEPTEMBER 11, 2018

Social communication etiquette is going over the top. Have you noticed? In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees. As well as between clients and vendor partners. Then again, how about social communication patterns between social connections.

Communication 167

Communication Social Media B2B Conference 167

AskNicely

SEPTEMBER 13, 2018

Dear Abby, For my NPS survey, should I follow up with all detractors or just the lowest scoring ones? A Detractor is A Detractor. I’ve noticed during check-ins with my clients that while they’re following up with their detractors, they’re actually only reaching out to the 0’s through 3’s. That’s an understandable inclination, but, in reality, a 6 can hurt you just as much as a 0.

NPS 150

NPS Net Promoter Score Survey Feedback 150

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Customer Experience

Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary: For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of over 60 technology vendors and analyzed the correlation between NPS and four client loyalty behaviors – likelihood of repurchasing from that technology vendor, likelihood of trying new offerings, likelihood of forgiving the vendor if it makes a mistake, and willingness to act as a refer

NPS 149

NPS B2B Net Promoter Score Loyalty 149

GetFeedback

SEPTEMBER 12, 2018

Salesforce case forms help streamline your support processes and give customers an easy way to get in touch. Here are 6 simple steps to creating one.

Customers 150

Customers 150

Lumoa

SEPTEMBER 10, 2018

What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.

Feedback 160

Feedback Customers 160

AskNicely

SEPTEMBER 12, 2018

This is the next in an ongoing series of stories about how innovative businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. A Jar of Oysters: Empowering Teams to Surprise and Delight. New Seasons Market . “How good are these oysters?”. “Well to be honest we’ve gotten mixed reviews. Would you like to try them and see for yourself?

Net Promoter Score 150

Net Promoter Score Customer Experience Video Innovation 150

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Tips

Uniphore

SEPTEMBER 13, 2018

Top 5 Processes that RPA can Master Best. Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms.

Software 145

Software Report System Data 145

GetFeedback

SEPTEMBER 13, 2018

When you decrease customer churn, it leads to more than repeat customers and referrals. It keeps your brand reputation in check. Learn how to do it.

How To 150

How To Customers Brands 150

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit. Scott opened the annual event by inspiring the people in the room to use their expertise in customer intelligence to provide more value to their organizations.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

Experience Matters

SEPTEMBER 13, 2018

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. Over the next couple of months, we plan to hold free webinars in the following areas: September 18: Industry CX Spotlight: Banking September 20: Industry CX Spotlight: Airlines September 27: Industry CX Spotlight: Rental Cars October 5: Industry CX Spotlight: Hotels October 10: Industry CX Spotlight: Health Pl

Groups 120

Groups Industry Airlines Hotels 120

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.

Customer Insights

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

GetFeedback

SEPTEMBER 14, 2018

How easy is it for your customers to get help? Learn straightforward tactics to reduce customer effort and increase loyalty at every touchpoint.

Loyalty 150

Loyalty Touchpoint Customers 150

InMoment XI

SEPTEMBER 11, 2018

The sale of a product marks the beginning of a business relationship – a relationship that only becomes truly profitable through the service relationship that follows. Ideally, that relationship would last throughout the product and customer life cycle. Dealer vehicle services, therefore, are not just something that you are obliged to offer customers after you.

Call Center 120

Call Center Sales Automotive Customers 120