Sat.Nov 03, 2018 - Fri.Nov 09, 2018

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Taking Customers Beyond the Honeymoon Phase

Bold360

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer.

B2C 209
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6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES). You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it.

Metrics 432
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Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years.

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Introducing Centriam Telecom AI: Turning Comments into Insight

Centriam Customer Experience Lab

Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score. As a result, as much as half of the data generated by customer feedback systems is verbatim, “unstructured” text.

NPS 236
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From Data to Decisions: Maximizing Retail Potential with 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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Five Powerful Employee Feedback Tips for Customer Experience Leaders

InMoment XI

Editor’s note: This post originally appeared on the MyCustomer blog. You can read it here. Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees. According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and.

More Trending

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How to Use Your Customer Journey Map to Increase Business Productivity

GetFeedback

If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization.

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How to Take Local Brands to Global Success: The 5 Rules to Fortune

C3Centricity

I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data. They were referring to the growing need for marketers to stand up to the challenge of taking local brands global.

Brands 206
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Indiana Farmers Insurance Talks CX

InMoment XI

Best Practices Create Business Results Customer Experience Manager at Indiana Farmers Insurance, Jennifer Rulon, talks about how customers became core to their business through cultivation of their CX program with platform use and market research analysis. Hear how Indiana Farmers Insurance has responded directly to feedback in real time, grown their net promoter score.

Insurance 200
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Do Your Customers Believe in You?

Steve DiGioia

This original article was written by Steve DiGioia. My cat is diabetic. “Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter. They don’t like giving her the shot (nor do I) and always have difficulties.

Customers 209
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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QuestionPro Audience - Untitled Article

QuestionPro Audience

The latest American Institute of Architects study predicts that nonresidential construction industry spending in the U.S. will increase by 4% through 2019. The institutional sector is expected to grow by 4.5%, compared to 3.4% for commercial/industrial. The AIA report also found that public safety (5.9%), education (5.2%), industrial (4.9%), healthcare (4.4%) and office (4.1%) projects will see the most spending in 2019.

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Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

Customer Bliss

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. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly,

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CX Obsession Fall 2018: Seattle

AskNicely

You asked for more CX Obsession , and we’re making it happen. After two successful runs in Portland (with a combined event NPS of 66.7!) you had one question for us: when and where is your next event? We crowdsourced some location ideas and Seattle came out on top! We are thrilled to bring our CX love to the Emerald City. View details and register here!

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3 Credit Unions with an NPS higher than Apple

CloudCherry

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! Apple is well known for having some of the most loyal fans. People stream their annual product announcements during their breaks at work and line up for days to purchase the latest iPhone. This loyalty translates to an insanely high Net Promoter Score (NPS).

NPS 150
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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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Changes For the Consumer Packaged Goods Industry

QuestionPro Audience

The U.S. packaged foods industry is a $378 billion year industry, and it is facing changes in the upcoming year, particularly in the packaged foods sector. Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Large packaged foods companies like Kraft, Kellogg and ConAgra, have reported a decline in sales, as consumers are moving towards fresher options.

Consumers 170
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6 Essential Qualities of the Best Customer Service Reps

Omnicus

Acquire and retain more customers with an outstanding customer service team If you consider customer service as a cost to your business, think again. Did you know that 70% of buying decisions are based on how the customers feel they’re being treated and 7 in 10 Americans are willing to spend more with companies that provide excellent customer service?

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Top 3 Ways to Turn Customer Feedback into Customer Advocacy

AskNicely

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. It is also something companies struggle with day in and day out. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel.

Feedback 150
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Best of the Podcast: Improve Your Customers’ Lives By Stepping into Their Shoes

Customer Bliss

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .

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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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How the Construction Industry Benefits from Augmented Reality

QuestionPro Audience

The latest American Institute of Architects study predicts that nonresidential construction industry spending in the U.S. will increase by 4% through 2019. The institutional sector is expected to grow by 4.5%, compared to 3.4% for commercial/industrial. The AIA report also found that public safety (5.9%), education (5.2%), industrial (4.9%), healthcare (4.4%) and office (4.1%) projects will see the most spending in 2019.

Industry 150
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How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

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3 Revenue-Driving Benefits of Conversational AI

Interactions

NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center.

Resources 144
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6 Essential Qualities of the Best Customer Service Reps

Omnicus

Acquire and retain more customers with an outstanding customer service team.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Is customer satisfaction really a KPI?

Alliance by IFS

Customer Satisfaction is often quoted as being an important KPI for any business. While it is undoubtedly important, is it really a KPI? In this post from Steve Scott, Astea’s Managing Director – Asia Pacific , we consider how businesses can improve upon customer satisfaction. It probably should go without saying. Certainly it is a statement that should not need to be defended or justified.

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Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

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This Holiday Season will Belong to the Creative Contact Center Staffers

NICE inContact

Wow! The U.S. Job market is on fire! Recently released data shows the unemployment rate is 3.7% , the lowest it’s been since 1969 when a good chunk of our population was removed from the work force in order to fight the war in Vietnam. There are currently more job openings than there are people looking for jobs ( 7M vs 6M ). That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little.

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5 Customer Effort Villains and their Kryptonite

Kayako

1. Not Starting at Google. 2. Unguided Experiences. 3. Hard to Find Information. 4. Basic Support Submittal Forms. 5. Wounded Agent Experiences. “The less effort a customer goes through to do business with you, the better.” — Shep Hyken. A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Top types of customer communication channels

Comm100

Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels.

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How to Use Your Customer Journey Map to Increase Business Productivity

GetFeedback

Find out how to use your customer journey map to boost productivity across your organization.

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Five Tips for Improving Contact Center Management

NICE inContact

Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.