Omnicus

AUGUST 22, 2018

Here’s why your omni-efforts are failing your business.

Omni-Channel 186

Omni-Channel Customer Experience Customers 186

InMoment XI

AUGUST 21, 2018

My good colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks as the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. In the world of customer experience, a smile can certainly. View Article.

Customer Experience 300

Customer Experience Customers 300

CloudCherry

AUGUST 17, 2018

How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM).

CEM 281

CEM CRM Customer Relationship Management Customer Experience Management 281

GetFeedback

AUGUST 2, 2018

Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? It happens to everyone at some point. And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Let’s take a look at the most common pitfalls and how you can avoid them.

Survey 240

Survey Software Examples Sales 240

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Experience Matters

AUGUST 21, 2018

We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries.

ROI 250

ROI Report Net Promoter Score Customer Experience 250

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Vocalabs

AUGUST 23, 2018

Recreating That Airport Experience. Peter Leppik. Thu, 2018-08-23 11:32. Customer Experience. This past weekend I went to the movies on a date night with my wife. We went to the AMC megaplex to see Crazy Rich Asians. Normally we go to a smaller (and cheaper) theater that's a lot closer to home, but we had been given some AMC passes so we made the drive.

Loyalty Programs 192

Loyalty Programs Travel Loyalty Customer Experience 192

Centriam Customer Experience Lab

AUGUST 2, 2018

As you begin building a customer experience (CX) program, a common first step is gathering feedback from your customers. We’ve found that surveying customers about their interactions across major touchpoint is an easy place to start. We recently published a three step guide to starting a CX program based on this method. Download our Community Banking CX Blueprint here to get a jumpstart on your CX planning.

Touchpoint 210

Touchpoint Banking Survey How To 210

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.

Net Promoter Score 223

Net Promoter Score NPS Feedback Survey 223

Advertisement

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.

Customers

Experience Matters

AUGUST 14, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #2: You Need A 360-Degree View of Customers What’s Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting for a 360-degree view of your customers woul

Resources 246

Resources Customer Insights Customers Customer Experience 246

QuestionPro Audience

AUGUST 22, 2018

What is a market research panel? A market research panel is defined as a group of research participants, selected for market research studies. These research panelists help a researcher to evaluate a brand or products/services offered by the brand, thus also called brand research panel. A market research panel is a more popular option as compared to the more traditional phone interviews.

Marketing 199

Marketing Study Survey Groups 199

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 182

Contact Center Resources Groups Culture 182

ijgolding

AUGUST 3, 2018

The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded – whether it be as long as one hundred years ago, or as recently as ten years ago.

Case Study 191

Case Study Retail Study Policies 191

Advertisement

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.

Communication

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Experience Matters

AUGUST 7, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.

Customers 246

Customers Customer Experience Company 246

QuestionPro Audience

AUGUST 3, 2018

Buying a car used to be a rite of passage in an American’s life, but after seven straight years of growth in new vehicle sales, 2017 reported a decline of 1.8% , with 17.2 million cars and trucks sold. Even worse news for manufacturers, it’s predicted 2018’s number will drop to 16.8 million vehicles sold. It used to be that consumers were stuck with whatever price the car dealership offered them, give or take a little wiggle room.

Consumers 199

Consumers Study Report Sales 199

Advertisement

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?

Customer Experience

Steve DiGioia

AUGUST 13, 2018

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”.

Policies 189

Policies Customers Company Customer Service 189

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that the world of business does, deep down, recognise that customers are connected to the reason their organisation exists

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Omnicus

AUGUST 28, 2018

Why you should reinvent your organization to take advantage of the best of digital and human capabilities.

Customer Service 223

Customer Service Customer Experience Customers 223

GetFeedback

AUGUST 3, 2018

The point of sale is an incredibly important time for retailers to engage their customers. However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights.

Survey 199

Survey Sales Retail Social Media 199

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.

Customer Insights

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

QuestionPro Audience

AUGUST 3, 2018

Judgmental Sampling Definition. Judgmental sampling, also called purposive sampling or authoritative sampling, is a non-probability sampling technique in which the sample members are chosen only on the basis of the researcher’s knowledge and judgment. As the researcher’s knowledge is instrumental in creating a sample in this sampling technique, there are chances that the results obtained will be highly accurate with a minimum margin of error.

Examples 199

Examples Feedback Consumers Marketing 199

Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. Here are links to download different versions of the infographic: Infographic: in .jpg format 18? x 24? poster: in .png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018.

Infographics 163

Infographics Report Customer Experience Data 163

Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.

Net Promoter Score 184

Net Promoter Score Effort Score NPS Consulting 184

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Oracle

AUGUST 14, 2018

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences. It was a pleasure speaking with Canine Therapy Corps , Yamaha , Vitamix , as well as another one of my favorites, Pepper the Robot. Pepper is a humanoid robot manufactured by SoftBank Robotics.

Retail 174

Retail Conference Travel Innovation 174

GetFeedback

AUGUST 16, 2018

How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.

Metrics 195

Metrics Measurement Customer Service Customers 195

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first

Customer Journeys 157

Customer Journeys Connections Customer Experience Customers 157