CX Ahead

Engagement lessons from Orlando, the world’s entertainment capital

CX Ahead

Besides from being a CX Speaker, I also publish articles such as this one on the CX Network, a leading platform for senior CX and Marketing leaders.

Is Having a Horde of Promoters REALLY the Key to Your Customer Experience Strategy?

CX Ahead

This article was originally published on the Worthix blog, a cutting-edge AI-based voice of the customer software. If there is one thing that truly scares me when I talk with senior leaders at conferences, it’s the lack of forethought many have in choosing a metric for their business.

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The future of banking is about enabling and delivering transformative customer experience

CX Ahead

To truly thrive, banks need to provide value beyond handling money, delivering a transformational customer experience. Joe Pine and James Gilmore pioneered customer experience with The Experience Economy.

Nintendo: The tech company with CX at its gaming core

CX Ahead

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. From the first portable controller to a touchscreen before the iPhone, what you can learn from Nintendo’s experience design.

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.

2018: The year of a more leveled CX playing field

CX Ahead

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. This isn’t the year of futuristic innovations and a complete industry overhaul, 2018 is about customer experience maturity across the board.

Defining the new normal with AI: How the Nordics are transforming CX

CX Ahead

This article was first published on the CX Network. It was later re-published on the AI Intelligent Automation Network. What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels?

Do AI and text analytics bring the death of surveys?

CX Ahead

This article was originally published on the CX Network – a leading platform for CX and Marketing senior leaders. It’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? Let’s […]. The post Do AI and text analytics bring the death of surveys? appeared first on CX Ahead.

Customer experience in the era of 3.0 FinTech

CX Ahead

This article on FinTech was oringinally published on the CX Network. If you want to read another article on FinTech, you can read my take on the future of the ATM. The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and […]. The post Customer experience in the era of 3.0 FinTech appeared first on CX Ahead.

3 success factors when implementing customer experience best practice*

CX Ahead

This article was first published on Nunwood.com – the Customer Experience Blog. It is the exclusive property of KPMG Nunwood, part of KPMG in the UK. KPMG Nunwood believes] in identifying the driving forces behind creating great experiences and helping [their] clients implement superior experiences on the back of this insight. Understanding the DNA of […]. The post 3 success factors when implementing customer experience best practice* appeared first on CX Ahead.

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.

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. If they’re selling the same thing, why should I buy from one company over another? Is it the quality of the product? Is it the price? Is it the customer service? . Your customers want your product to meet their expectations. And, let’s assume it does. Your customers also expect to receive a positive customer service experience. That’s no longer an option. Everyone is striving to create a good experience, at every level. That means, in most situations, your competition is trying to do what you do. So, what happens when you and your competition seem to be similar in quality, price and service? What then? How can you stand out? Add one more layer of customer experience, a convenient experience, and you can take the business away from your competitor. In other words, be easier to do business with. No friction and no hassle. And, that leads to this very important point: When great customer service meets convenience, you have the recipe for disruption. I was talking to the manager of the service and repair center at a major brand automotive dealership. He was trying to find ways to keep his customers coming back to his dealership versus going to an independent repair center. Even with promotions that made their prices competitive with independent repair centers, he struggled to keep his customers. The dealership’s hours of operation were Monday through Friday from 7:30 am to 5:30 pm. The competitor was open Monday through Friday from 7:30 am until 9:00 pm, as well as hours on Saturday and Sunday. It’s obvious who was more convenient. And, it’s no surprise that the independent repair center is always busy. Now, I’m not suggesting that the major dealership needs to be open seven days a week, but they should consider hours of operation that are more convenient for their customers. Within two miles of my home, there are three big-box home improvement stores. They are huge. Two are next door to each other and one of them is directly across the street. And just down the street, there is a much smaller independent Ace Hardware store. You might think these big-box stores with a bigger selection and lower prices would put the Ace Hardware store out of business, but they don’t. When you talk to the customers, many say the same thing, which is something like, “They are just easier to do business with.” What they mean is there is a smaller parking lot with less traffic. And, a smaller store that is easier to get around. Great service, which the competitors also offer, with a more convenient experience, which the competitors don’t offer, is one of the reasons this Ace Hardware store stays in business. The point is this. All things being equal, if your company is easier to do business with, and the customer knows it, you can win. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. (Copyright © MMXVIII, Shep Hyken). The post How to Disrupt Your Competition appeared first on Shep Hyken. Customer Experience Customer Service Strategies customer convenience easy to do business with stand out from the competition

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5 Great Customer Experience Automation Cases

Lumoa

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

Measure Customer Loyalty With NPS in Salesforce

GetFeedback

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey.

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The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

The Power of Promises

MaritzCX

The Importance of a Brand’s Promise According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do.

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Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

Why You Can’t Uplevel Customer Satisfaction Without Agent Satisfaction

NICE inContact

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

Your Complete Customer Engagement Handbook

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

7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

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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.

Three Reasons to Use Visual Language in the Contact Center

NICE inContact

Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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.

6 Customer Experience Best Practices to Transform Your Patient Experience Program

MaritzCX

In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices.

How to Start Improving CX in the Real World

Experience Investigators by 360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

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How to Run a Successful VoC Program With Salesforce

GetFeedback

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make.

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

A checklist for starting to measure customer experience

Lumoa

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

Expert Insights: Using Behavioural Science ‘Nudges’ to Deliver Elegant and Effective CX

MaritzCX

Optimizing the Customer Experience with Brain Science All humans, including your customers, use mental shortcuts and behavioural biases automatically. It’s important to understand fundamental behavioural science cues to optimise the customer experience.

A great Customer Experience starts with a great Employee Experience

Lumoa

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS

Business Value and ROI of Customer Experience: The Step-by-step Guide

Lumoa

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

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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

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.

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The Ecosystem of CX Solutions

SuiteCX

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market.

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How to Use Customer Insight to Drive Business Growth

Vision Critical

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky.

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.