AskNicely

AUGUST 17, 2018

A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce. Empower Your Team to Take Action.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Wootric CX Blog

JANUARY 9, 2019

We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. This robust piece of research material should be read by CX practitioners and anyone evaluating an Enterprise Feedback Management solution.

Feedback 40

Feedback Management Comparison ROI 40

Calabrio

AUGUST 7, 2019

That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

SurveySparrow

JULY 17, 2019

The feedback system gets sidelined. More than half of these burning issues that you are running after are from the lack of proper customer experience management system in place. Worry not, where humans can’t help, a customer experience management software can! Customer Experience Management Software #1 SurveySparrow.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

SurveySparrow

APRIL 29, 2019

The world would be a much better place if everyone cared about feedback, no kidding. Yes, I am talking about customer feedback! Businesses are doing themselves a favor by choosing to listen to customer feedback. Businesses are doing themselves a favor by choosing to listen to customer feedback.

Tools 75

Tools Feedback Survey Software 75

Uniphore

JULY 21, 2021

According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. That’s simply too much time and a large portion of the blame lies with poor knowledge base management. See where your contact center makes its mark or could use a little improvement.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Analytics 136

Analytics Management Customer Experience Contact Center 136

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. Four out of five industry leaders believe that non-traditional providers are a legitimate threat to conventional banks, a huge spike compared to the 55% registered in 2019. . Adapting Customer Service in Real-Time.

Banking 236

Banking Customer Experience Self Service Financial 236

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Management 78

Management Contact Center Gamification Retail 78

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

SurveySparrow

DECEMBER 8, 2018

Or if this Experience Management is all that it is claimed to be. Integration involves a lot of logistics that take up the time, attention, and energy of managers and employees alike. Lack of continuity could mean that your favorite Account Manager found another calling and his replacement is taking forever to learn the ropes.

Management 74

Management Survey Effort Score Tools 74

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Our CTO Pascal Gauvrit outlines the four areas brands need to focus on if they are to manage rising email volumes. Published on: January 09, 2020.

Self Service 65

Self Service Customer Centricity Leadership Knowledge Base 65

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 157

Management Social Media Groups Call Center 157

Qualtrics

AUGUST 4, 2021

Everyone is familiar with the phrase “people don’t leave companies, they leave managers.” In the light of recent events we’ve stopped to examine it– and ask: what is it exactly about the manager that is so staggeringly crucial to employee experience? So, to reiterate the question – why does feedback matter in this post-covid world?

Feedback 52

Feedback Employee Experience Study Training 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ChurnZero

FEBRUARY 15, 2019

CustomerSuccessMaven (@TheCSMaven) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Heather Zynczak (@hzynczak) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Intercom (@intercom) February 5, 2019. Lovisa Johansson (@lillajja) February 5, 2019.

Customer Success 53

Customer Success Return on Investment Metrics Conference 53

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. But there are key questions to ask regarding: How to gather customer feedback.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Qualtrics

APRIL 16, 2019

With 97% of people looking at local reviews before visiting an establishment and 93% of consumers saying online reviews impact their purchasing decisions , it’s essential to manage your online reputation. In this post, we’ll give you strategies for managing your online reputation this year, so you can gain new customers. Book a demo.

Strategy 34

Strategy Management Social Media Healthcare 34

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. Editor’s note: Part one can be found here. Khoros Communities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

ReviewTrackers

MAY 5, 2020

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. A 2019 report from BrandMuscle revealed that only 46 percent of its partners who were knowledgeable about marketing ROI claimed their business listings on Yelp.

Social Media 110

Social Media Management Consumers ROI 110

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. In addition, employees want insight into the impact their time and effort have to customers and the organization through feedback sessions, reporting and recognition.

Contact Center 100

Contact Center Gamification Management Call Center 100

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. (CMSWire) Artificial intelligence (AI) is here.

Customer Journeys 99

Customer Journeys Customer Service B2B Social Media 99

SurveySensum

JULY 25, 2019

Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. It’s 2019, CX is trending and becoming more important now than ever. So, it all depends on how your brand handles the negative feedback of customers. Respond with a solution to customer feedback.

Feedback 74

Feedback Tips Net Promoter Score CEM 74

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Online reputation management. More about Online Reputation Management. Listen - hear and understand EVERY customer, at EVERY touchpoint. Any channel, any time.

Feedback 58

Feedback Social Media Tools Data 58

ShepHyken

JUNE 10, 2019

My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). My Comment: The tragedy of the two Boeing 737 Max panes has put Boeing into crisis management mode. At some point, most companies will be forced into managing a crisis. Follow on Twitter: @Hyken.

Customer Service 110

Customer Service Survey Case Study Training 110

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Consumers 71

Consumers Brands Social Media Measurement 71

Oracle

JANUARY 18, 2019

Pepper and Tally are at @CES 2019 showing attendees how robots can work together to automate tasks, driving more business for stores and giving customers an enhanced experience. link] #CES #CES2019 — SoftBank Robotics US (@SB_Robotics) January 10, 2019. Smart mirrors offer customized feedback. YES, PLEASE!

Retail 78

Retail Trends Conference Innovation 78

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. The Product Experience Track at X4 Experience Management Summit. Date: March 5-8, 2019. Who should go: Everyone in the experience management industry, regardless of position or rank. Gather and measure feedback at every stage of development.

Conference 33

Conference Management Innovation Roadmap 33

Comm100

JUNE 15, 2022

Introducing live chat allowed CBS to reach new donors and saw excellent feedback from customers. With a chatbot now handling the vast majority of these questions, this is no longer an issue and our agents feel more engaged and fulfilled in their roles.” – Denny Michaud, Customer Relations Manager at Canadian Blood Services.

Chatbots 199

Chatbots Industry Customer Service Wait Times 199

Gainsight

JUNE 11, 2019

Pulse 2019 is over, but I’m still basking in the afterglow. He’s Head of Enterprise and Mid-Market CS at KeepTruckin, which is a unicorn-status fleet management software company. Go to the Pulse 2019 Recap Page. Go to the Pulse 2019 Recap Page. Go to the Pulse 2019 Recap Page. We made it.

Trends 58

Trends Customer Success Software Industry 58

CloudCherry

NOVEMBER 25, 2019

– Well, there’s a lot of time spent talking about projects being worked on as an organization, meetings with Team Leaders (yes, daily ), and a big focus on feedback and on ideas for training and developing managers, team members, and all employees. Basically, we’re talking true organizational alignment here- not an easy feat.

CEM 195

CEM Banking Measurement Training 195

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Daniel Group

JUNE 28, 2019

Has a manager, employee, or even the CFO ever asked, “when is the company going to stop gathering customer feedback?” These visits with clients and prospects emphasized the ever-changing nature of and need for feedback. The post Success Strategies Edition 2019 VII appeared first on The Daniel Group.

Strategy 40

Strategy B2B Feedback Customer Experience 40

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. The 2019 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS. ABOUT APPEALIE.

Net Promoter Score 45

Net Promoter Score NPS Leadership Software 45