Trending Articles

CX Best Practices: Aer Lingus Leverages Customer Feedback

MaritzCX

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

3 Essential Ingredients to Digitally Transform Customer Service

NICE inContact

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.

Video 156

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Measure Customer Loyalty With NPS in Salesforce

GetFeedback

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.

NPS 195

The Ecosystem of CX Solutions

SuiteCX

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.

Tools 151

Training for Lead Generation, Customer Onboarding and Support

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.

Build Admirable Acts, Guided by Your Non-Negotiables

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.

Video 148

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5 Key Customer Profiles Every Company Should Treat Like VIPs

Comm100

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.

Why You Can’t Uplevel Customer Satisfaction Without Agent Satisfaction

NICE inContact

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).

The Best Free (and Cheap) Customer Experience Training Courses Online

Experience Investigators by 360Connext

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.

Course 143

Condé Nast’s 3 Steps to Building a Global Insight Engine

Vision Critical

“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.”.

Data 130

A New Segmentation Model for Customer Onboarding

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.

The difference between transactional surveys and relationship surveys

Lumoa

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

Survey 160

Are You Rewarding Behaviors for Great Service?

Wired and Dangerous

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.

Three Reasons to Use Visual Language in the Contact Center

NICE inContact

Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images.

Is IT the ‘It Factor’ for CCOs?

Heart of the Customer

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers.

The Definitive Guide to Customer Education Metrics

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.

3 Marketing Best Practices That Improve Customer Experience

Vision Critical

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.

What Should Be On My Customer Service Job Résumé?

Customers That Stick

What should be on my customer service job resume? I’m going to answer this in one word. Passion.

How Reviews Can Build Your Online Presence and Grow Your Business

ReviewTrackers

Reviews

82

Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale

ShepHyken

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.

Sales 72

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Verdane Merges Dapresy and Confirmit

Dapresy

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.

The Top 7 Customer Success Trends for 2020

Totango

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.

The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

Customers That Stick

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.

Quality Vegan Fashion Items Are Hard to Find. How Can Brands Help?

Brandwatch CX

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Amazing Business Radio: Claire Sporton

ShepHyken

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton.

Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI

Inbenta

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.

ROI 69

Do Your Strategic Business Stories address Unmet Client Needs?

One Millimeter Mindset

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.

How Customer Service Has Changed?

Customers That Stick

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.

Proven Strategies to Increase Case Deflection & ROI

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.