Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. We’re thrilled to be a part of it.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Calabrio

JULY 28, 2020

Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. Witnessed a corresponding, positive trend in Net Promoter Score (NPS). .

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

ShepHyken

FEBRUARY 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.

Net Promoter Score 56

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 56

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. And, that’s what this article is about.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Here’s the big one: customers are always beautifully, wonderfully dissatisfied.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Experience Investigators by 360Connext

DECEMBER 8, 2020

Many goals that seemed perfectly reasonable in December of 2019 seemed downright hilarious in December of 2020. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. What was the top priority for our customer experience goals? You delivered for your customers this year.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. SAAS CUSTOMER SUCCESS AWARD WINNERS.

Net Promoter Score 45

Net Promoter Score NPS Leadership Software 45

NICE inContact

APRIL 29, 2019

Mobile apps received the highest average Net Promoter Score ® at 25 globally, jumping even higher for U.S. The lowest hanging fruit for self-service for 2019 planning is to make sure that you’ve optimized your mobile app, and mobile friendly website, for quick responses to common customer questions and issues.

Contact Center 149

Contact Center Self Service Net Promoter Score Call Center 149

NICE inContact

JUNE 12, 2019

More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. If anything, organizations underestimate how much customers find chat easy to use for customer service interactions.

Net Promoter Score 136

Net Promoter Score Comparison Consumers Study 136

Experience Investigators by 360Connext

OCTOBER 13, 2020

Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. Listen to this article.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. This is a great habit to establish for 2019. Focus on Your Customer Experience – and Analytics. This means bringing all your data together into one place, for a full picture of the voice of the customer. What a way to ring in 2019!

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

Beyond Philosophy

FEBRUARY 8, 2020

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. So, we have a new focus for 2020, helping organizations achieve the growth they want by assisting them in providing the Customer Experience they need to do so. Where do we get new customers?

Net Promoter Score 142

Net Promoter Score Effort Score NPS Consulting 142

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Let’s look at an example where we see NLP at work in the CX.

Net Promoter Score 275

Net Promoter Score Contact Center Chatbots Knowledge Base 275

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Segment your customers into personas. We discussed these five areas in a recent podcast.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

CX University

NOVEMBER 21, 2020

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. Customer-facing teams in sales and service-orientated environments embrace the concept. Customer-facing teams in sales and service-orientated environments embrace the concept. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. That’s why so many successful companies operate Voice of the Customer (VoC) programs.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

Experience Investigators by 360Connext

JUNE 28, 2022

Many goals that seemed perfectly reasonable in December of 2019 seemed downright hilarious in December of 2020. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. What was the top priority for our customer experience goals? You delivered for your customers this year.

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. According to CX Solutions, for every customer complaint there are 26 other unhappy customers that have remained silent.

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! Wait for customers to notice improvements. Implement improvements.

ROI 123

ROI NPS Metrics Financial 123

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Daniel Group

JULY 27, 2023

Expect NPS® Growth with Dealer Buy-In to Improve Customer Experience! We know you can expect NPS growth when your dealers buy into improving Customer Experience. Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. How do we know this?

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Daniel Group

SEPTEMBER 18, 2019

What do you need to let go of this fall in your perceptions about customer services? Is it the belief that customer experience doesn’t impact your company’s bottom line? Do you think there isn’t a way to get those customers to 9s or 10s? Learning about the entire customer experience. Time to let go!

Strategy 40

Strategy Net Promoter Score Effort Score NPS 40

Qualtrics

NOVEMBER 5, 2020

Do you want to find out how your industry ranks for customer experience (CX)? To help your business understand its CX performance and how it compares to companies in your industry, Qualtrics XM Institute released the second annual XMI Customer Ratings. The XMI Customer Ratings exist in two forms, Overall and Consumer NPS.

Net Promoter Score 49

Net Promoter Score Data Effort Score NPS 49

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. Published on: March 27, 2019. That makes choosing the right ones for your business difficult. Instead, you have to ask them.

Net Promoter Score 66

Net Promoter Score Loyalty Airlines Customer Journeys 66

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. Emotion is the component of the customer experience that has the biggest impact on consumer loyalty behavior. Repurchase from a company.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year. Experiential Value: This area is how the customer feels during the experience.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ? Net Promoter Score (NPS).

Net Promoter Score 73

Net Promoter Score Survey Effort Score Customer Experience 73

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. million customers.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Oracle

OCTOBER 6, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. Pay attention to customer comments.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

Daniel Group

AUGUST 19, 2020

We often see companies make great strides in improving Customer Experience (CX), but then they hit a plateau. The Customer Experience – Continuous Improvement Plateau. As a large, midwestern specialized equipment dealer, our client provides sales, product support, and rental services to business-to-business customers.

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

Daniel Group

JULY 27, 2023

Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. Customers do like to talk.

NPS 52

NPS Net Promoter Score Effort Score Groups 52