Customer Bliss

DECEMBER 16, 2019

Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace. Here’s the lesson I’ve learned: No amount of tactical improvements will elevate your company above all others. The only thing that will do this is to have a vision of how your company will be viewed 20 years or more from now.

Company 209

Company Strategy Retail System 209

Retently

DECEMBER 4, 2019

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. But those customers are actually vital for business development and this quote should sum up just how important they really are: “The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- Scott Cook.

Net Promoter Score 116

Net Promoter Score How To NPS Effort Score 116

Beyond Philosophy

DECEMBER 31, 2019

Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I discussed these predictions on a recent podcast. However, it isn’t just predictions. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

ijgolding

DECEMBER 4, 2019

Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

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 Investigators by 360Connext

DECEMBER 10, 2019

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map? If you don’t, the holiday season is a perfect time to get started so you know your customer journey will be up to snuff throughout the coming year.

Customer Journeys 162

Customer Journeys Retail Social Media Customers 162

Lumoa

DECEMBER 12, 2019

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

ROI 343

ROI Customer Experience Financial Measurement 343

Steve DiGioia

DECEMBER 16, 2019

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves.

Retail 240

Retail How To Industry Customers 240

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is; “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally

Tips 134

Tips Connections Customer Experience Leadership 134

ShepHyken

DECEMBER 25, 2019

If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress. Depending on where you work or the industry you’re in, some of you get crazy busy during the holidays while others actually slow down.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

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CloudCherry

DECEMBER 9, 2019

Join us, CX Soldier…. …As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. Need a little back-story on how our CX Champ ended up joining the frontlines in the CX World at Promomash? Five years ago, she met the team at a Trade show and- in her own words, “fell in love with the idea of saving all my time away from spreadsheets, and mov

Culture 312

Culture Brands Loyalty Customer Experience 312

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

ROI 275

ROI Consumers Loyalty Industry 275

Lumoa

DECEMBER 3, 2019

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.

Customer Journeys 300

Customer Journeys Customers Customer Experience Management 300

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). An added advantage of text analytics is that it helps uncover trends that you might not have even realized existed–questions you might not even be asking on your customer surveys.

Analytics 221

Analytics Customer Experience How To Trends 221

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Communication

QuestionPro Audience

DECEMBER 9, 2019

QuestionPro Audience is an economical and quick market research solution that fits your budget. You can access and buy survey respondents from around the globe from our panel and get results quickly. It gets you immediate answers for brand research and tracking, product testing and development, market segmentation, advertising testing, consumer behavior, and more.

Advertising 221

Advertising Survey Feedback Consumers 221

Alida

DECEMBER 3, 2019

Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants. A basic observation that really shouldn’t be rocket science is that if you aren’t in business to make your customers’ lives easier, then you should probably find another business that isn’t dependent on customers. Oh wait, aren’t all businesses dependent on customers?

Software 208

Software Marketing Customer Experience Company 208

Experience Investigators by 360Connext

DECEMBER 3, 2019

The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. All of that is achievable with the options in learning today, but how often are we really taking advantage of it? The learning paths for everyone should include an overall outcome from the start.

Customer Experience 190

Customer Experience Culture Chatbots Connections 190

Experience Matters

DECEMBER 30, 2019

As 2019 comes to an end, it’s time to think about what we’ll see next year. I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020. As we looked across the different elements we were expecting to see, an overall theme for 2020 emerged… The Year Of Insightful Actions.

Company 195

Company Management Customer Experience Customers 195

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Customer Experience

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

GetFeedback

DECEMBER 26, 2019

A good customer thank you email can go a long way in creating a great customer experience and brand perception. Use these 5 tips to craft the perfect note.

Tips 221

Tips Customers Brands Customer Experience 221

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible.

Trends 136

Trends Customer Service Self Service Contact Center 136

Alida

DECEMBER 10, 2019

Recently, our Director of Professional Services, Lisa Ketola, shared some information about a #newMR webinar she attended about the best way to share insights with stakeholders. Knowing how much great insight our customers are getting from their insight communities , those insights are not helping the business if stakeholders aren’t receiving them.

Customers 200

Customers 200

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

Experience Investigators by 360Connext

DECEMBER 17, 2019

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

ReviewTrackers

DECEMBER 10, 2019

In 2018, online reviews influenced 66.3 percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. More than ever, patients are visiting multiple websites to find a new healthcare provider, and reviews are influencing their decisions. Healthcare Review Site Statistics. Before we look at which sites you should be monitoring, here are some interesting numbers worth considering: A staggering 94 percent of Internet users who h

Healthcare 132

Healthcare Hospitality Insurance Comparison 132

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.

Loyalty 157

Loyalty Training Customers Call Center 157

Thematic

DECEMBER 9, 2019

Digital transformation is one of those terms that has been taking the corporate world for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

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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

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

Alliance by IFS

DECEMBER 11, 2019

Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market. London, United Kingdom and Horsham, Pennsylvania, December 11, 2019 – IFS , the global enterprise applications company, announces that it has concluded the acquisition of 100% of the shares of global software company Astea International (USOTC: ATEA).

Competitive Advantage 122

Competitive Advantage Financial Leadership Software 122

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article. Without any further delay, here are ten more ways to create a better customer experience in 2020.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122