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“We were flying blind. We didn’t have consistent data, we didn’t know much about our global audience, and it was very difficult to make decisions. Now, with one centralized platform, we’re infusing our deep customer knowledge into business decisions in every market around the world.”. MORE
What should be on my customer service job resume? I’m going to answer this in one word. Passion. MORE
The Best Free (and Cheap) Customer Experience Training Courses Online. by Jeannie Walters. Get 30 Days of Linkedin Learning FREE. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. Plus, get Jeannie's weekly letter with insights unavailable anywhere else. MORE
You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX). MORE
Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance. MORE
As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. MORE
In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service. MORE
Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. MORE
Reviews MORE
In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors. MORE
One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Obviously, the changes have been immense, particularly if you go back 20 or 30 years. MORE
The Importance of a Brand’s Promise According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do. MORE
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Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images. MORE
Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. MORE
Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. MORE
Using Customer Feedback to Prioritise Business Investments In 2014, Aer Lingus started its CX programme with the end goal of discovering what its customers really think, take the subjectivity out of business decisions and have a single source of truth to embed employee bonuses, business cases and IT priorities. Michelle McLoughlin, Head of Consumer Insight for Aer Lingus takes. View Article. Aviation MORE
You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. MORE
Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. MORE
This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience. MORE
Addressing unmet client needs is the key to designing the products, services, programs and systems which best serve customers. Over the long-haul. When client retention is the objective. Yet the strategic business stories you tell often do not address those long-term, stated or unstated client needs. MORE
The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton. MORE
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. MORE
There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS MORE
We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline. MORE
Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. MORE
MaritzCX
FEBRUARY 20, 2020
Using Customer Feedback to Prioritise Business Investments In 2014, Aer Lingus started its CX programme with the end goal of discovering what its customers really think, take the subjectivity out of business decisions and have a single source of truth to embed employee bonuses, business cases and IT priorities. Michelle McLoughlin, Head of Consumer Insight for Aer Lingus takes. View Article. Aviation
NICE inContact
FEBRUARY 20, 2020
In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.
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GetFeedback
FEBRUARY 17, 2020
You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey.
SuiteCX
FEBRUARY 18, 2020
Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Customer Bliss
FEBRUARY 18, 2020
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.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Comm100
FEBRUARY 19, 2020
Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand.
NICE inContact
FEBRUARY 20, 2020
You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).
Experience Investigators by 360Connext
FEBRUARY 18, 2020
The Best Free (and Cheap) Customer Experience Training Courses Online. by Jeannie Walters. Get 30 Days of Linkedin Learning FREE. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. Plus, get Jeannie's weekly letter with insights unavailable anywhere else.
Vision Critical
FEBRUARY 20, 2020
“We were flying blind. We didn’t have consistent data, we didn’t know much about our global audience, and it was very difficult to make decisions. Now, with one centralized platform, we’re infusing our deep customer knowledge into business decisions in every market around the world.”.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
Lumoa
FEBRUARY 19, 2020
There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS
Wired and Dangerous
FEBRUARY 17, 2020
We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline.
NICE inContact
FEBRUARY 19, 2020
Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images.
Heart of the Customer
FEBRUARY 20, 2020
Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers.
Advertiser: Skilljar
As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.
Vision Critical
FEBRUARY 19, 2020
Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance.
Customers That Stick
FEBRUARY 21, 2020
What should be on my customer service job resume? I’m going to answer this in one word. Passion.
ReviewTrackers
FEBRUARY 19, 2020
Reviews
ShepHyken
FEBRUARY 21, 2020
This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience.
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Transform your contact center to build relationships with your customers that will last a lifetime.
Dapresy
FEBRUARY 19, 2020
Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research.
Totango
FEBRUARY 21, 2020
As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success.
Customers That Stick
FEBRUARY 20, 2020
In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service.
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Learn 5 actions your organization can take right now to improve the customer experience.
ShepHyken
FEBRUARY 18, 2020
The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton.
Inbenta
FEBRUARY 20, 2020
Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured.
One Millimeter Mindset
FEBRUARY 18, 2020
Addressing unmet client needs is the key to designing the products, services, programs and systems which best serve customers. Over the long-haul. When client retention is the objective. Yet the strategic business stories you tell often do not address those long-term, stated or unstated client needs.
Customers That Stick
FEBRUARY 19, 2020
One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Obviously, the changes have been immense, particularly if you go back 20 or 30 years.
Speaker: Matt Laurenceau, Head of BMC Communities
Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.
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