GetFeedback

OCTOBER 22, 2018

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

Customer Retention 150

Customer Retention Net Promoter Score Survey Effort Score 150

ReviewTrackers

OCTOBER 22, 2018

Businesses need to learn how to respond to Google reviews to make the most out of their Google listings. The ways reviews are managed can have a major impact on a listing because of Google’s popularity with customers. A survey showed that 63.6

How To 130

How To Feedback Consumers Software 130

inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

Call Center 336

Call Center Customer Service Contact Center Social Media 336

AskNicely

OCTOBER 17, 2018

We’ve got another dose of CX Obsession goodness for you today, and some good news — for our next CX Obsession event, we’re leaving our fair city of Portland and taking this show on the road! Where to, you ask? That depends on you — take our quick poll and let us know where we should head next! >

Net Promoter Score 247

Net Promoter Score Video Consulting Study 247

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Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Customer Success

Customer Bliss

OCTOBER 17, 2018

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience?

Course 208

Course Leadership System Innovation 208

CloudCherry

OCTOBER 19, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs.

Touchpoint 195

Touchpoint CEM Net Promoter Score Analysis 195

AskNicely

OCTOBER 18, 2018

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Your Net Promoter Score should never be a static number. It’s the measure of your customer loyalty and a metric that customer-obsessed companies know will help them grow — if they can make the number go up.

NPS 195

NPS Feedback Net Promoter Score Customer Experience 195

Customer Bliss

OCTOBER 16, 2018

In my new 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.

Chief Customer Officer 205

Chief Customer Officer Customer Experience Video Company 205

MaritzCX

OCTOBER 16, 2018

TELUS is Canada’s largest healthcare and IT provider. They are also the fastest growing national telecom. However, in 2016, TELUS’ CX program was fragmented.

Healthcare 260

Healthcare Feedback 260

360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree.

Leadership 177

Leadership Report Resources Customer Centricity 177

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All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

Contact Center

Experience Matters

OCTOBER 17, 2018

In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups. It turns out that almost all of the items are very correlated to age.

Groups 175

Groups Study Consumers Data 175

Comm100

OCTOBER 16, 2018

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization.

Multi-Channel 174

Multi-Channel B2C Innovation Government 174

IntouchInsight

OCTOBER 17, 2018

There are many nuances with the laws and regulations of the recreational use and sale of cannabis. Here's how cannabis retailers can responsibly sell marijuana

Retail 166

Retail Sales 166

Smarter CX

OCTOBER 15, 2018

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before.

Data 170

Data Touchpoint Consumers Measurement 170

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Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

eBook

Wired and Dangerous

OCTOBER 15, 2018

Customers today have higher expectations than ever. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.

Hotels 169

Hotels Travel Customer Experience Meeting 169

Customercount

OCTOBER 22, 2018

Why We Shouldn’t Talk To Ourselves: Text Messaging is rising and rising and rising By Robert A. Kobek, RRP I read a press release the other day on LinkedIn and a national trade publication that claimed a resort company was … Continue reading → The post Is your Feedback System Convenient?

System 127

System Feedback Company 127

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO.

Chief Customer Officer 152

Chief Customer Officer Insurance Feedback Financial 152

Kayako

OCTOBER 19, 2018

Increasing a team’s productivity can be very important when it comes to successfully completing a task or a campaign you’re working to deliver. No matter how productive and effective your team is, there are always ways for you to help them become even better.

Tips 141

Tips Exercises Meeting Tools 141

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

Handbook

GetFeedback

OCTOBER 16, 2018

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Yet, a tool is only as powerful as the hand that wields it, so it’s important to be cognizant of possible pitfalls that may occur when using a CRM system. Since data is the deciding factor of most strategic business decisions, it’s essential to prioritize the maintenance of CRM data integrity.

System 150

System Data Tools Customer Relationship Management 150

inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. And we achieved the highest overall position for our ability to execute.

Contact Center 130

Contact Center omnichannel Innovation Report 130

TechSee

OCTOBER 16, 2018

James wants to water his lawn. He picks up the hose, turns on the water, and a few minutes later…the job is done. Then James installed a smart sprinkler system.

Video 138

Video Wireless Guidelines Entertainment 138

Vision Critical

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

How To 130

How To Data Groups Voice of Customer 130

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How To

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us.

Roadmap 133

Roadmap Innovation Sales Connections 133

iPerceptions

OCTOBER 18, 2018

When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.

Meeting 124

Meeting Tools Customer Experience Customers 124

inContact

OCTOBER 22, 2018

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group.

omnichannel 100

omnichannel Contact Center Apparel Fashion 100

Steve DiGioia

OCTOBER 15, 2018

…plus my 8 steps to great service. This original article was written by Steve DiGioia. We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars.

Company 129

Company Training Customer Service Training Course 129

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Case Study

Kristina Evey

OCTOBER 16, 2018

Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were around moving from Customer Success to Customer experience. It seems that Customer Success has a wide range of definitions, as does Customer Experience. So I thought it was important to differentiate the two and show you how they can work in tandem.

Customer Success 120

Customer Success Culture Customer Experience Training 120

Gainsight

OCTOBER 22, 2018

If you take a look at my LinkedIn page (and scroll way, way down), you’ll see exactly where my career took a left turn. (No, No, not Chipshot.com—you scrolled too far!). I started my professional career as a product manager.

Sales 91

Sales Marketing Customer Success Management 91

MaritzCX

OCTOBER 22, 2018

Fremont Bank Talks CX: Survey Success At Freemont Bank, they’ve worked hard to establish a relationship with clients face-to-face, however they acknowledge that digital methods of communication have changed how customers prefer to communicate.

Banking 130

Banking Communication Survey Customer Experience 130

inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Contact Center 130

Contact Center Consumers Measurement Survey 130

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.

Customer Experience