Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

InMoment XI

JANUARY 2, 2019

Last New Year’s, I wrote a blog post entitled, “All Your Customers Want for the New Year is a Good Customer Experience”. In the post, I retold my experience trying out Amazon Prime for the first time as well as a terrible experience with a website theme company. My main point was that you shouldn’t. View Article.

Customer Experience 200

Customer Experience Company Healthcare Customers 200

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

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

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

Experience Matters

JANUARY 1, 2019

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Customer Experience 163

Customer Experience Customers 163

Customer Bliss

JANUARY 3, 2019

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. A gathering place for the world’s top business leaders and pioneering thinkers, this year’s event focuses on n an important theme: resilience. The Consumer Technology Association (CTA) – owner and producer of the show that attracts over 180,000 attendees – defines resilience as “the place where technologies are going to help keep the world healthy, safe, warm, powered, fed and secure,” making this year’s event es

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

GetFeedback

JANUARY 3, 2019

Learn how to use Voice of Customer (VOC) data to listen to your customers and optimize your customer service experience across all support channels.

Voice of Customer 150

Voice of Customer Data Customer Service Customers 150

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Customers

Beyond Philosophy

JANUARY 2, 2019

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The second was from Forrester , and it said the same thing: no increases in Customer Experience improvements.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. I’ve got a lot of great interviews coming up that I can’t wait to share with you! I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

NICE inContact

JANUARY 4, 2019

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Because the company provides sales, technical and business process support services to other contact centers, a lot was riding on its choice of a vendor.

Contact Center 120

Contact Center Meeting Resources Report 120

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. If this is the case with you as well – don’t worry. It’s still not too late to get in on CX and reap its benefits. It’s still a relatively new field but that’s not to say it’s an easy strategy to develop. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have e

Trends 120

Trends Customer Experience Ecommerce Analytics 120

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Communication

ShepHyken

JANUARY 2, 2019

Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. My friend, Dr. Neil Baum, the world-renown urologist, was speaking in Las Vegas at the Wynn resort. He noticed the electronic scale in the bathroom didn’t work.

Customer Service 130

Customer Service Insurance System Customer Focused 130

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? And, most importantly, what does it mean for 2019? That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year! It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Brandwatch CX

JANUARY 2, 2019

It is a fact of the internet that every click, every view and every sign-up is recorded somewhere. Depending on your view, this is either very creepy or fantastically interesting. As we’re data nerds here at Brandwatch we fall firmly in the second camp. We come across all sorts of interesting stats about social media sites and users, so we’ve collated the best of them in this bumper facts list.

Social Media 111

Social Media Video Advertising Marketing 111

Oracle

JANUARY 2, 2019

After decades of popular culture exposure, most people are familiar with virtual reality (VR) technology. Put on a headset or get pulled into a video game, and you can interact with a digital world. Science fiction films like TRON and The Matrix have been promising immersive VR experiences for decades, and while it doesn’t look exactly as predicted back then, new technologies have made VR experiences easy to create and inexpensive enough for average consumers to enjoy.

Hotels 108

Hotels Video Technology Consumers 108

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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

ShepHyken

JANUARY 1, 2019

The Nine Mistakes. Finding Your Purpose to Achieve Success Sooner. Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future , which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue. Shep’s opening monologue addresses the question of how new technologies have changed–and haven’t changed–customer service.

Technology 108

Technology Resources Customer Service Engagement 108

datastax

JANUARY 2, 2019

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics .

Trends 105

Trends Data Management Government 105

Brandwatch CX

JANUARY 4, 2019

When YouTube first made its way onto the internet, few people realized how many hours of video we’d be watching years later. It seems the internet never gets bored of watching videos, so now there is an entire library’s worth of YouTube stats. Instead of presenting you with the entire library, we’ve handpicked the 36 most interesting statistics and categorized them for you in one simple blog post.

Video 104

Video Comparison Brands Marketing 104

Thematic

JANUARY 2, 2019

Providing amazing customer experience and customer service is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In the simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first, with an empathetic and sympathetic approach, and you are on the path towards success.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

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

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. (Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

Customer Service 95

Customer Service Touchpoint Customer Centricity Customer Service Training 95

Heart of the Customer

JANUARY 3, 2019

As you head into the new year, here’s some Heart of the Customer favorites to add to your 2019 reading list. Corey Pawlak She’s Not Mad. She’s Just Not Using Exclamation Points was a fun read, written by a woman who quit “cold turkey” using exclamation points in her communications for a month and the responses […]. The post New Year Must-Reads from Heart of The Customer appeared first on Heart of the Customer.

Communication 74

Communication Customers Customer Experience 74

Influitive

JANUARY 4, 2019

Want to keep your best advocates motivated to engage with your community and promote your brand? The incentives you offer in your advocate community are vital to keeping motivation high. But not all rewards are created equal. Generic gift cards aren’t always the answer. Rather, you need meaningful and memorable rewards to recognize your advocates.

Rewards Programs 82

Rewards Programs Brands Engagement Marketing 82

NetBase

JANUARY 4, 2019

Sweeping predictions about any social platform are dangerous to make, but this one feels like a sure thing – businesses that aren’t bringing their A game to Instagram in 2019 will feel it before the end of the year. There are new features available right now , and more on the horizon, that make Instagram, more so than any social platform, the most important site to master.

Marketing 80

Marketing Social Media Consumers Brands 80

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Tips

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Studies show that businesses that provide a positive experience to their buyers positively impact their profitability.

Customer Service Training 77

Customer Service Training Training Customer Service How To 77

MyCustomer

JANUARY 1, 2019

CX Leader of the Year award: 2019 finalists. CX Leader of the Year award: 2019 finalists. Customer experience management.

Customer Experience Management 97

Customer Experience Management Management Customer Experience Customers 97

Oracle

JANUARY 3, 2019

Customer experience (CX) professionals have acknowledged for years that customer expectations are on the rise and aren’t going to be lowered anytime soon. They’re on an ever-moving escalator. If you think about it, you never really reach the top of an escalator; it just keeps going up and up and up, continually repeating its perpetual ascent.

ROI 77

ROI Return on Investment Software Customer Retention 77