Understanding Patient Feedback: A guide for Healthcare Professionals
FEBRUARY 22, 2017
Healthcare providers often learn how they’re doing directly from their patients in person. Body language, facial expressions, and even verbal communication give doctors a (generally) good idea of how their patients are doing and how they view the care they’re receiving.
Voice of the Customer: The Beginner’s Guide
JANUARY 17, 2017
What does the Voice of the Customer really mean? Voice of the Customer is a business and technology term used to describe a process that is designed to capture customer’s expectations, preferences, experiences, and feedback.
Customer Engagement In Today’s Media-Driven World: A Guide
DECEMBER 20, 2016
What is Customer Engagement? Customer engagement is used to describe the effect, reaction, connection, response, or experience of customers with one another or with a company or a brand.
Customer Experience Management Software in Today’s Crazy World
DECEMBER 7, 2016
My Friday Night Adventure. My wife and were recently shopping for a new television. Our old TV had started to emit an annoying buzz and would occasionally shut off on its own accord. She said she was tired of adjusting the volume to match the high-pitch squeal.
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
Social Customer Experience Management
OCTOBER 26, 2016
If you were born after 1994, you don’t need to Google “ social experience management.”. You are probably managing your own social experience as you read this article. But you might not know that you are already doing it. .
Customer Satisfaction Surveys… and Why You Should Care
OCTOBER 14, 2016
I recently bought new car insurance. It wasn’t a purchase I expected to make, since I had planned to go without a car for a year. The no-car situation was an experiment to see if I could live in my southern city without one.
Enterprise Feedback Management: Understanding The Need
OCTOBER 11, 2016
Understanding enterprise feedback management is essential in today’s economy. If your need is to increase company profits and retain customers, and you already have provided a quality product, then managing your customers concerns with a overall system is where you are obligated to focus next.
How to Calculate NPS Score
JULY 23, 2016
The Net Promoter Score (NPS) acts as an indicator of the satisfaction of your customers. Scores range from -100 to 100 and measures the willingness of customers to recommend your brand and services to others. The score can be used to gauge overall customer satisfaction and a foundation of a measurement framework to improve satisfaction. Here’s a breakdown on how to calculate NPS score. Calculate NPS Score. Customers are surveyed on a single question, using a 0-10 rating scale.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
What Makes a Successful Customer Experience Leader?
APRIL 24, 2017
I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.
The Human Experience (HX) – the result of all other experiences
APRIL 4, 2017
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.
Customer Experience Labs: Your Strategic Weapon
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!
Handling a Social Media Customer Service Crisis
Who's Your Gladys?
APRIL 17, 2017
Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys?
The Role of Digital in Customer Experience, by Sandeep Kuvvarapu
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products.
Building a Culture of Customer Care Isn’t Easy
APRIL 11, 2017
This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
How 6 marketing leaders plan to improve customer experience
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate.
Customer-to-Employee Recognition: A Revolutionary Approach to Engagement
APRIL 12, 2017
Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships.
More on the positive ties between good CX and revenue
FEBRUARY 9, 2017
I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with.
2017 MaritzCX Auto Summit – Las Vegas
APRIL 21, 2017
This year’s MaritzCX Auto Summit participants went full throttle at the Las Vegas Motor Speedway. CX leaders from the industry’s top automotive manufacturers went lightning fast down the straight-away’s and tightly hugged corners in some of the fastest, most exciting cars in the world.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
What Makes Customers Unhappy? Avoid These 3 Pitfalls
JANUARY 18, 2017
Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others.
Top 20 Customer Service Experts to Follow on Twitter Right Now
MARCH 8, 2017
Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry.
14 Articles to Help You Deliver Flawless Customer Experiences in 2017
JANUARY 12, 2017
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero!
The Top Trends in Technology at SXSW
MARCH 17, 2017
South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
Key Questions to Answer Before Creating a Customer Experience Management Program
APRIL 10, 2017
The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience.
Yes, good CX is tied to revenue gains
JANUARY 31, 2017
A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” ” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends.
Customer Service vs. Customer Experience: What’s the Difference?
MARCH 20, 2017
So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority.
What will CX look like in 2017?
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” ” (I am not among these experts, no.)
Voice of the customer: Your 4-point action plan
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans.
Is Emotional Intelligence Key To Outstanding Customer Service?
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does.
How to Respond to a Negative Review
MARCH 19, 2017
“No business is immune to a negative online review.”. Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.).
What 1000 Consumers Say About Bad Customer Service
DECEMBER 8, 2016
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.