Confirmit

MARCH 6, 2018

But true Voice of the Customer programs that drive business change and improve customer experiences are still something very special. Great customer experiences are driven by people across your organization who help to take business change viral. Stand out from the crowd! Surveys are everywhere!

Insurance 61

Insurance Customer Voice Innovation Survey 61

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council. In the U.K,

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Second to None

MARCH 19, 2018

Regardless of the many differences that make up our society, brands need to strive to treat every individual interaction with a customer the same. Establishing this level of consistency is challenging and can be expensive, but the long-term customer relationships that emerge from this kind of dedication will outweigh the corresponding costs.

Banking 81

Banking Customer Centricity Voice of Customer Brands 81

TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Second to None

MARCH 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Second to None

MARCH 13, 2018

Capturing the right data is a key step in providing an appropriate value to the unique customer base served by your brand. In most instances, brands will hire a third-party to collect this information, specifically via programs like mystery shopping , voice of customer survey , or brand reputation monitoring to name a few.

Measurement 59

Measurement Voice of Customer Customer Centricity Analytics 59

Second to None

MARCH 22, 2018

One of the most successful retail brick-and-mortar methods is the franchise model, because it allows customers across vast geographic maps to experience your brand and ideally become an ambassador. While it is certainly being pushed more to the side, brick-and-mortar retail still has immense value in the marketplace.

How To 81

How To Retail Leadership Guidelines 81

Second to None

MARCH 8, 2018

Finding ways to influence higher levels of convenience for customers is a must within the fast-casual restaurant industry. Reducing customer effor t is one of the foundational philosophies of any successful Customer Experience initiative, however, these efforts need to remain in tandem with your brand’s unique identity.

Customer Satisfaction 67

Customer Satisfaction Voice of Customer Brands System 67

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on. Look at the word “component.”

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

Confirmit

MARCH 13, 2018

A safe bet in most cases is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. Fear not, help is at hand! Which category should I enter?

How To 40

How To Multi-Channel B2B NPS 40

Second to None

MARCH 29, 2018

Customer relationships are the foundational building blocks of a high-performance organization. These interactions and relationships are spread across more than the traditional channels, and each of these avenues can affect your team’s ability to curate long-term customer relationships.

Omni-Channel 69

Omni-Channel Social Media Brands Customer relationships 69

Second to None

MARCH 27, 2018

If your brand is sending any group of independent contractors to monitor the compliance rate of your employees, there is an inherent risk of a negative interaction taking place. This program design can be problematic because it can result in deeply uncomfortable situations for both the shoppers and employees involved in the interaction.

Leadership 63

Leadership Culture Brands Customer Centricity 63

Second to None

MARCH 23, 2018

. “It’s not too difficult to collect data from customers today, but the task of analysing that data is not so easy. This post will walk you through some of the methods to using survey analytics to get into the mind of your customer. This is the best approach to getting into the mind of your customers.

Analytics 66

Analytics Survey Voice of Customer Customer Centricity 66

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. 1: A rapid response is now standard.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Second to None

MARCH 19, 2018

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. Personalize each situation for the customer.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

Second to None

MARCH 14, 2018

Providing value to customers beyond the product or service you are selling is important to establishing a leading Customer Experience platform. By converting these channels into experiential destinations, you are proving to your customers that your relationship goes beyond simply being transactional.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Brad Cleveland Blog

MARCH 7, 2018

Effective communication across an organization is essential to sharing and using voice of the customer. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. And there are plenty of additional reasons to strengthen ties.

Innovation 26

Innovation Communication Contact Center Call Center 26

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry.

B2B 59

B2B B2C Transportation Voice of Customer 59

Magellan Solutions

MARCH 1, 2018

Socioeconomic Planning Secretary Ernesto Pernia emphasized that machines will overtake voiced-based services in the next three to five years. This year, BPO companies will continue to hire customer service representatives, telesales and telemarketing staff, technical and help desk support, and other IT-related positions.

Industry 63

Industry Call Center Competitive Advantage Customer Service Representative 63

Brad Cleveland Blog

MARCH 7, 2018

Effective communication across an organization is essential to sharing and using voice of the customer. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. And there are plenty of additional reasons to strengthen ties.

Customer Satisfaction 22

Customer Satisfaction Innovation Communication Contact Center 22

Second to None

MARCH 28, 2018

Encouraging excellent relationships with customers can be a significant differentiator across almost every industry. Customer retention is a key signifier of a high-performance CX platform, and your brand’s ability to provide the unique value desired by your target customers. Here are four steps that can help: 1.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

Second to None

MARCH 5, 2018

This can be successful for short-term success, but organizations that are able to look past near-sighted financial surges and instead focus on building long-term relationships with customers are setting themselves up for longer periods of growth. With either metric, being customer-first provides the retailer with a distinct advantage.

Brands 54

Brands Retail ROI Metrics 54

Brad Cleveland Blog

MARCH 7, 2018

Effective communication across an organization is essential to sharing and using voice of the customer. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. And there are plenty of additional reasons to strengthen ties.

Customer Satisfaction 20

Customer Satisfaction Innovation Communication Contact Center 20

West Monroe

MARCH 5, 2018

A dinner conversation among Bay Area execs about winning the battle for customers generates a surprising level of passion and intensity. Their take: Few brands are really winning with customers, and those leaders continue to raise the bar and leave their competitors in the dust. Please send an email to Maggie Santolla.

Financial 40

Financial Customer Journeys Customer Centricity Airlines 40

Second to None

MARCH 12, 2018

Customer Experience measurement programs usually share the over-arching goal of capturing an accurate understanding of how, when and why customers purchase a product. Despite what they have in common, they could be very different customers once we dig into the details. The five dimensions include: 1. My Motivation. My Attention.

Brands 54

Brands Voice of Customer Connections Customers 54

Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. Segment and score customers.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

TechSee

MARCH 6, 2018

Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. What can they do to increase agent productivity and keep customers happy? With conversational platforms, he enables customers to speak with chatbots and IVR. The comic that will drive your KPIs out of this world.

Contact Center 117

Contact Center Chatbots Customer Care Financial 117

Vonage

MARCH 26, 2018

The only problem with chasing the next big thing is that you risk losing sight of the first one: your customers. At NewVoiceMedia, we believe that, in today’s Age of the Customer , personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Customer Guru

MARCH 5, 2018

Written by Sonal Jaiswal | Evangelist, Customer Guru. The same extrapolates to the world of customer experience. Through this article, I would like to present an argument on why we need more women leaders in customer experience. This is probably one of the foremost qualities that a customer-centric leader must possess.

Customer Centricity 110

Customer Centricity Financial B2B Culture 110

TechSee

MARCH 6, 2018

Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. What can they do to increase agent productivity and keep customers happy? With conversational platforms, he enables customers to speak with chatbots and IVR. The comic that will drive your KPIs out of this world.

Contact Center 84

Contact Center Chatbots Customer Care Financial 84

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Conference attendees will have the opportunity to get a sneak peek at what Verint is planning for the future in the Product Innovation Zone.

Engagement 23

Engagement Conference Hotels Innovation 23

Second to None

MARCH 6, 2018

As technology makes more industries easily accessible online, brands in these spaces need to continually find new ways to reach customers within these evolving digital channels. One industry that is being drastically impacted by online accessibility is grocery. When consumers had the choice of either, they selected delivery 74% of the time.[1]

How To 67

How To Voice of Customer Brands Measurement 67

Second to None

MARCH 26, 2018

Engaged and satisfied customers can have a significant impact on any organization’s bottom line, because these two metrics are signs of a continuing customer relationship. However, too often brands are focusing enough on customer engagement, but not enough on ensuring a positive employee experience.

Consumers 54

Consumers How To User Experience Brands 54

Second to None

MARCH 16, 2018

Customers are interacting with brands via digital channels at a higher rate than ever before, making it essential that you have systems in place to provide a high-level value within these avenues. However, digital trends are constantly evolving, making it necessary to consistently adjust the ways that your team performs these interactions.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63