Aveus

4 Ways to Accurately Anticipate Customer Needs

Aveus

You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next? Delivering another winner that will alleviate the next customer problem is key to the future of the company.

Self-Inflicted Wounds: An Open Letter to Delta Air Lines and American Express

Aveus

Dear Sandeep Dube , Vice President – Delta Air Lines (Customer Engagement & Loyalty). CC: Denise Pickett , President, U.S. Consumer Products & Services at American Express; Edward Bastian , CEO, Delta.

Bold Leader Guide to Customer Experience

Aveus

As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers.

The Secret to Winning in Today’s Marketplace

Aveus

Customer Experience Growth Strategy

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

An Employee First Culture Risks Becoming Internally Focused and Externally Irrelevant

Aveus

Which comes first, customer or employee experience? This may sound like the proverbial “chicken or egg” question. Both promise greater employee engagement and enhanced financial performance. Many companies are underperforming on both.

B2B Customer Strategy: Who Do You Serve and What Are You Solving?

Aveus

We encounter many business to business clients who have realized “what got them here is not what is going to get them there.” One of the consistent themes that emerges regardless of industry is that over time, B2B companies often develop a portfolio of customers with different requirements.

B2B 130

5 Ways to Drive Better Performance Through Your Customer Experience

Aveus

Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience.

A Bold Leader Self Assessment on Customer Experience

Aveus

Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know.

32 Customer Experience Measurements Every Bold Leader Should Know

Aveus

Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost you money.

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.

Can You Be Product and Customer Experience Driven at the Same Time?

Aveus

Are you familiar with the phrase, “the best of both worlds?” In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu.

Why Map an Ideal Customer Experience?

Aveus

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target.

How Bold Leaders Stay One Step Ahead of Customers

Aveus

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most.

Do the Republicans and Democrats Have a Customer Experience Problem (Forbes)

Aveus

Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Importance of Customer Satisfaction

Lumoa

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS

How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

ROI 317

How to Disrupt Your Competition

ShepHyken

How To 536

Actionable Insights: What they are, why they’re important, and how to get them

Lumoa

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

MaritzCX Unveils the Healthcare Industry’s First CX-Based Patient Experience Platform

MaritzCX

MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys.

Ask NPS Questions Using a Storytelling Approach

GetFeedback

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling.

NPS 324

One Giant Leap is Necessary to Improve Your CX

MaritzCX

CSAT vs. NPS: Similarities and Differences

GetFeedback

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. .

NPS 332

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

Call Centers are the Front Line of Customer Service

NICE inContact

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

How To Take Action With Your Voice of the Customer (VoC) Data

GetFeedback

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen.

Data 270

Techniques to Improve the Survey Experience on Mobile Devices

MaritzCX

The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now.

Survey 415

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 Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

Vehicle Manufacturers’ Secret Sauce: The MaritzCX New Vehicle Customer Study 50-Year Anniversary

MaritzCX

Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences.

Study 406

NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

Kerry Bodine

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline.

NPS 329

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Customer Centricity: 10 strategies to implement in 2019

Lumoa

Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation. RSS generated with FetchRss