Lumoa
FEBRUARY 13, 2018
There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?
QuestionPro Audience
FEBRUARY 15, 2018
2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes. With smart speakers like Amazon Echo, Google Home, and the soon-to-be-released Apple HomePod, consumers have many options when it comes to a digital voice assistant, and the ability to optimize and control lighting, heating, energy consumption, electronic devices and security features.
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Experience Matters
FEBRUARY 14, 2018
The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.
InMoment XI
FEBRUARY 15, 2018
Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital. It reminds me of the scare of the Year 2000 problem, also known as the Y2K problem, the. View Article.
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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.
CloudCherry
FEBRUARY 16, 2018
Companies with the best-in-class Voice of Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher. So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
FEBRUARY 16, 2018
Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.
InMoment XI
FEBRUARY 15, 2018
Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital. It reminds me of the scare of the Year 2000 problem, also known as the Y2K problem, the. View Article.
CloudCherry
FEBRUARY 13, 2018
“ When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion ” – Dale Carnegie. Emotion plays a critical role in our daily lives. Be it in shaping our relationships or day-to-day brand choices, we look for a connect at some level. And companies that tap into this emotion and get it right are usually the ones customers flock to.
QuestionPro Audience
FEBRUARY 16, 2018
The way Americans view their pets has changed dramatically in the past two decades. Pets are now looked at as an integral part of our families, and are cared for as such. Currently, 68% of U.S. households own a pet, which equates to about 84.6 million homes. The American Pet Products Association (APPA) reports Americans spent $17 billion on their pets in 1994.
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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.
Kayako
FEBRUARY 14, 2018
When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar. They’re good quality and generally last a good while.
InMoment XI
FEBRUARY 13, 2018
Stop me if you’ve heard this one before… “There once was a man named Doug, Whose pants were far too snug. Before ‘twas too late, He had to shed some weight, So his wife, he could properly hug.” Ah…the joys of returning to work after the holidays. Like so many years before, I readied myself. View Article.
Experience Investigators by 360Connext
FEBRUARY 12, 2018
Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people. Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace.
QuestionPro Audience
FEBRUARY 15, 2018
There are currently about 75 million baby boomers (born between 1946 and 1964) in the U.S., and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Once they find a brand that appeals to them, they are extremely brand loyal. Contrary to popular belief, they are not resistant to technology or social media (to the dismay of kids and grandchildren across the country), and according to
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.
AskNicely
FEBRUARY 13, 2018
We don’t like to do it too often, but once in a while, we need to take a step back and acknowledge our wins. And none of these victories — large or small — are even remotely possible without our thousands of wonderful customers that inspire us to make gathering and acting on real-time feedback easy, intuitive and responsive. We are in the real-time NPS-powered customer feedback business after all.
InMoment XI
FEBRUARY 13, 2018
Stop me if you’ve heard this one before… “There once was a man named Doug, Whose pants were far too snug. Before ‘twas too late, He had to shed some weight, So his wife, he could properly hug.” Ah…the joys of returning to work after the holidays. Like so many years before, I readied myself. View Article.
GetFeedback
FEBRUARY 13, 2018
We asked Help Scout's Mat Patterson what a "support-driven" company looks like. Read the full Q&A for his thoughts on culture, leadership & authenticity.
QuestionPro Audience
FEBRUARY 15, 2018
As an industry leader in market research, people look to us for thought-provoking content. We love sharing insightful data with our readers, so we curated a list of our top 10 favorite projects from the month of January. Enjoy! 1 – The Cultural Borders of Songs. By: The Pudding, Matt Daniels. Music is universal to say the least, but how universal?
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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?
AskNicely
FEBRUARY 12, 2018
So, a few months ago I had a bad day. I entered what was the busiest season of my 30s, and Portland entered the beginnings of its crazy-making stretch of rainy-grey-sky-bummer weather. So, on my way home I stopped by my local watering hole for a quick drink and a hamburger to lift my spirits. The drink was OK. The hamburger was amazing. The sour mood remained the same.
CX Accelerator
FEBRUARY 12, 2018
We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.
GetFeedback
FEBRUARY 12, 2018
Empower your survey respondents to quickly tell you how they feel about a specific experience or piece of content with our new Like/Dislike question type.
BlueOcean
FEBRUARY 14, 2018
Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. And asking who really owned the channel anyway – was it marketing? Or was it customer service?
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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,
ijgolding
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is being read, liked and shared, over in the jobs section of LinkedIn we’re busy resourcing up the silos.
Customer Bliss
FEBRUARY 13, 2018
“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship w
ServiceDock
FEBRUARY 16, 2018
It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres.
NICE inContact
FEBRUARY 13, 2018
“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey. Agents use screen pops in many different ways and across all channels. During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent
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.
ijgolding
FEBRUARY 12, 2018
As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed. Manuela is one of the most passionate, professional, capable CX Professionals I have ever had the pleasure of coming into contact with.
Experience Matters
FEBRUARY 12, 2018
We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors. Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu received the lowest overall scores.
Horizon CX
FEBRUARY 16, 2018
For those of you that are experienced CX practitioners with 5+ years within the industry, you already know how challenging the job is. You’ve been battle tested, understand the constraints you must work within, and the amount of effort involved to enact any semblance of change within your organization. While this experience is critical to understanding the current landscape and what may or may not be possible within your organization, we often find ourselves siloed on our own little island wit
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