ShepHyken

JANUARY 1, 2018

15 Customer Experience Trends for 2018 by Bruce Temkin. My Comment: Let’s start the New Year with a list of 14 customer experience (CX) trends for 2018 by my friend Bruce Temkin. If CX is important to you, and I know it is, then pay attention to what Bruce predicts for 2018. Here are my top five picks from last week.

Customer Service 0

Customer Service Trends Culture Advertising 0

ReviewTrackers

APRIL 18, 2022

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. How to Interpret Google’s Review-Gating Policy Requirement. What exactly does this mean for businesses?

Policies 132

Policies Guidelines Hotels Social Media 132

Clarivate

OCTOBER 31, 2023

China’s research output – the quantity versus quality debate A topic of continuing debate among commentators and policy analysts is the perception that China’s outstanding research productivity is not reflected in its quality. in 2018 to 21.9% in 2018 to 21.9% research landscape.

Policies 75

Policies Trends Analysis Report 75

ChurnZero

NOVEMBER 19, 2018

ChurnZero has been named to the 2018 NVTC Tech 100 list by the Northern Virginia Technology Council (NVTC), the membership and trade association for the technology community in Northern Virginia and Greater Washington. The post ChurnZero Named to the 2018 NVTC Tech 100 List appeared first on ChurnZero.

Government 58

Government Touchpoint Policies Technology 58

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. My Comment: Here is a tale of two brands that promises a hassle-free “No Questions Asked” return policy. The post 5 Top Customer Service Articles For the Week of January 22, 2018 appeared first on Shep Hyken. Here are my top five picks from last week.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Steve DiGioia

MARCH 22, 2021

Studies published in 2018 and 2019 estimate the number of Americans of all ages who have convincing symptoms of allergy to specific foods: Shellfish: 8.2 Continuing from F.A.R.E: “Researchers estimate that 32 million Americans have food allergies, including 5.6 million children under age 18. Taking Care of Customers With Food Allergies.

Customer Service 346

Customer Service Hospitality Policies Customers 346

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer. That’s where Customer Success comes into play.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Beyond Philosophy

JULY 19, 2018

Spain, Belgium, France, and 22 other European nations have Opt-Out organ donation policies, aka, ‘presumed consent.’ The BMA believes an opt-out policy “ will lead to a cultural change so that organ donation is seen as the norm rather than the exception.”. Opt Out’ Policies Increase Organ Donation.” 26 April 2018. <

Policies 199

Policies Customer Centricity Government Video 199

Oracle

SEPTEMBER 25, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Session: Oracle Policy Automation: Changing the Sales and Services Landscape. CX speakers. Featured entertainment.

Technology 53

Technology Entertainment Innovation Conference 53

Customer Bliss

AUGUST 6, 2019

Have you even looked at your insurance policy paperwork? According to a survey conducted for Trusted Choice —a consumer brand of the Independent Insurance Agents & Brokers of America—nearly 40% of respondents don’t know what’s inside their policies. Do you know what’s covered if you need it?

Insurance 149

Insurance Case Study Policies Video 149

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Insurance 40

Insurance Return on Investment Policies Case Study 40

CSM Magazine

APRIL 3, 2024

The introduction of the General Data Protection Regulation (GDPR) in May 2018 marked a significant shift toward protecting personal data privacy within the European Union (EU). Retention Policy : GDPR requires organizations to only keep personal data for as long as necessary. But what does this mean for organizations that record calls?

Call Recording 40

Call Recording Policies Guidelines Data 40

Helen Dewdney

SEPTEMBER 22, 2020

The FCA found in 2018 that some 6 million policyholders were paying high or very high margins over and above an average premium. The FCA is proposing that when a customer renews their home or motor insurance policy, they pay no more than they would if they were new to their provider through the same sales channel.”,

Insurance 91

Insurance Marketing Policies Consulting 91

Forrester's Customer Insights

JUNE 26, 2018

Forrester’s 2018 Guide To Cyber Insurance Today, no one is 100% secure – believing otherwise is hubris of Icarian proportions. Because without it in some form (whether it’s a purchased policy or their own allocated cash reserves), they have no safety […].

Insurance 31

Insurance Policies Government Management 31

Clarivate

MAY 24, 2022

Recent policy and regulatory moves have begun to sketch out a framework for rare disease drug approvals in the country, but obstacles to approvals and patient access remain. The list, designed to serve as a reference point for prioritized drug review and evaluation policies, included 121 rare diseases. [8]. Source: Clarivate analysis.

Healthcare 52

Healthcare Policies Government Marketing 52

Verint

JANUARY 10, 2018

This method of preparation will continue to be critical in 2018, as security risks of all forms will become more complex and significant. Organizations need to generate actionable intelligence from these collected data points to achieve strategic intelligence and business objectives in 2018.

Policies 35

Policies Data Analytics Trends 35

Kerry Bodine

MARCH 12, 2018

They encompass the employees, partners, processes, technology, policies, data, communications, incentives, culture, tools, training, spaces, and budgets that support (or thwart) the customer experience. Stay tuned for more on journey analytics and our Journey Manager Report, launching in Spring 2018! Ecosystems are key to delivery.

How To 120

How To Conference Culture Analytics 120

Lumoa

NOVEMBER 7, 2022

In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. 6 Good data safety and processing policy is good CX Providing your customers with a good experience also means taking good care of their private data. When everyone is shopping online, the nearest competitor is only a search away.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

GetFeedback

MAY 5, 2019

Customers frequently get rejected after making a complaint due to incredibly strict and narrow warranty policies. One of the reasons why Apple remains the best option for a large number of customers all around the world is precisely their warranty policy, included in the official Apple Care support system.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Solvvy

SEPTEMBER 17, 2018

Research also shows that shoppers will change their mind about a purchase because of an inconvenient return policy — such as too narrow return windows, only store credit offered instead of a full refund, inability to return items in-store, and lack of free return shipping.

Retail 54

Retail Tips Self Service Customer Satisfaction 54

Customer Guru

JUNE 19, 2018

However, a video released in April 2018 invoked myriad emotions in people, making them not wanting to visit a nearby Starbucks any time soon; some were infuriated, some were saddened, but most of them were just confused. Melissa DePino (@missydepino) 12 April 2018. Empower employees to go beyond policies if required.

Policies 89

Policies Video Poor Customer Service Customer Retention 89

Interactions

FEBRUARY 25, 2022

Bean shocked the world with it’s lifetime guarantee policy. In 2018, L.L. Bean revoked this policy. It doesn’t take an expert to figure out why they removed their lifelong guarantee policy– it all came down to money. Do you remember it? In place of it, they gave customers the time limit of a year to get their returns in.

Customer Service 62

Customer Service Contact Center Policies eBook 62

Clarivate

JULY 21, 2022

If the research is used to inform policy decisions around, food safety and public health, for example, then misleading and false research can risk people’s lives. Figure from the 2018 STM report showing the growth in the number of articles indexed from academic journals between 1975-2018 based on data from 4 different databases.

Tips 105

Tips Course Study Training 105

Customer Bliss

JUNE 13, 2018

Let Policy And The “Golden Rule” Collide. How “Policy” Can Work Against You. He was immediately told the policy and offered a new computer to purchase. Undeterred he asked to speak to a supervisor who repeated “policy” and reminded John that he knew the warranty when he bought it and those were the terms. John exclaimed.

Self Service 136

Self Service Policies Call Center Customers 136

ijgolding

AUGUST 3, 2018

In April 2018 I wrote an article for my column in customerthink – it was called ‘Transform or Die! Naomi could not recall what the ‘returns policy’ was, but knew she was within 28 days – she was ‘hopeful’ I must make it clear, that Naomi was not expecting to get her money back.

Case Study 191

Case Study Retail Study Policies 191

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. An increase in trust can also reduce the rate of loan defaults or fraudulent policy.

Financial 218

Financial Metrics Customer Journeys NPS 218

Customer Bliss

MAY 7, 2019

You’d want the company to honor your decision because you had gathered more facts to guide its outcome than could be covered by the standard blanket policy. Why not let policy and the golden rule collide? A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Beyond Philosophy

MAY 18, 2018

Furthermore, the NY Times goes on to lay blame on lenient policies in Washington for technology companies that allow them to grow into monopolies. 12 May 2018. 15 May 2018. < 6 May 2018. 15 May 2018. < It’s Easy to Laugh at a Fake Horse Head Glued to the Front of a car…” hackernoon.com 11 January 2018.

Transportation 118

Transportation Retail Consulting Policies 118

Calabrio

AUGUST 7, 2019

for the last five years according to S&P Global—selected Calabrio in 2018 to power its workforce optimization (WFO) initiative, we were excited. ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Maru Group

NOVEMBER 28, 2018

In fact, 2018 Maru/edr results from two days before the big day itself found that over half (55%) of Black Friday shoppers had already completed a discounted purchase, the majority online. Returns policy reassurance – especially for both personal purchases and gifts. Key learnings from Black Friday 2018. Sizing and dimensions.

Loyalty 45

Loyalty Retail Customer Experience Analysis 45

Comm100

MARCH 6, 2022

Howe Institute, the policy research organization, summarized : “Unless credit unions are directly involved in the development of the new digital offerings, they will be left behind.”. Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement.

Chatbots 153

Chatbots e-support Banking Engagement 153

Stella Connect

NOVEMBER 2, 2021

Just as they need a good grasp of products, policies, promotions, and technology, the agents on your customer service team also need to be prepared for the several types of inquiries they’ll likely face regularly from Black Friday through the end of the year. Make Policy Exceptions When Appropriate.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2018, I flew 127 times. On both occasions I flew with KLM in 2018, they failed to deliver my luggage to my destination. However, I do want to draw your attention to the second paragraph in the Wikipedia definition.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Helen Dewdney

MAY 28, 2021

In 2018 it found that some 6 million policyholders were paying high or very high margins over and above an average premium. Many insurance companies auto renew policies at a much higher price. Provide easier methods of cancelling the automatic renewal of their policy. New customers benefit from a much lower price.

Insurance 64

Insurance Loyalty Company Policies 64

West Monroe

MARCH 7, 2024

These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. This approach involves a systematic method to address cybersecurity risks throughout the supply chain, establishing effective response strategies, policies, processes, and procedures. The NIST 2.0

Industry 40

Industry Government Leadership Healthcare 40

Clarivate

JANUARY 19, 2024

Anyone looking to set budgets for the next year should treat 2020-2022 as outliers and consider 2024 as closer to 2018 and 2019 than recent more unpredictable years.” As a result, there will be a greater need for partnerships, industry standards, clear IP protection strategies, and effective policies and procedures to protect corporations.”

Industry 59

Industry Wireless Trends Financial 59