NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

One Millimeter Mindset

AUGUST 9, 2018

What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. With all the attention focused on acquiring and retaining customers, often the unsung heroes and heroines of this quest are located internally, within the organization.

Innovation 126

Innovation Culture Leadership Customer Retention 126

Oracle

AUGUST 7, 2018

Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for? To realize the promised rewards, innovation can no longer remain focused on simply generating more marginally successful solutions for market share gain, productivity improvements, or shareholder returns.

Innovation 111

Innovation Customer Journeys Customer Centricity Transportation 111

Horizon CX

AUGUST 9, 2018

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team.

Customer Experience 100

Customer Experience Effort Score Contact Center Social Media 100

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Experience Matters

AUGUST 7, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.

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Customers Customer Experience Company 246

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

QuestionPro Audience

AUGUST 10, 2018

Did you know that you only get one shot at interviewing for an on-air position at ESPN? Applicants hold off on submitting their tape until they feel it is absolutely perfect. If you had one chance at succeeding at something, whether at work or in your personal life, why wouldn’t you collect all the data and facts to ensure the best possible outcome?

Healthcare 170

Healthcare Travel Advertising Video 170

Lumoa

AUGUST 9, 2018

Understand what the Net Promoter Score is all about from this infographic. Learn how to ask, analyze and use NPS in the decision-making processes better. Check the real business case studies and best NPS tips from the experts.

Net Promoter Score 160

Net Promoter Score Infographics Case Study NPS 160

InMoment XI

AUGUST 7, 2018

Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to. View Article.

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Data Brands Feedback 200

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

QuestionPro Audience

AUGUST 7, 2018

Marketing trends come and go, sometimes as swiftly (and pitilessly) as the evening tide. Experts croon about them at the beginning of a year, and in the middle of the same year bloggers cheerfully take joy on those that fail to catch fire. It’s just not easy to catch the right trend wave. Should your company jump on the Instagram advertising bandwagon and what happened to Snapchat as the next big thing?

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Trends Brands Marketing Advertising 170

GetFeedback

AUGUST 10, 2018

There’s no sweeter deal than a lead who’s ready to buy and just needs a bit of coaxing. But as any salesperson will tell you, hot leads like that are a rare find, not a reliable source of new business. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think. According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers.

Sales 150

Sales Survey How To eBook 150

CloudCherry

AUGUST 9, 2018

Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. We’re still surveying customers the same way we were in the 90s, still battling siloed data and processes, and still relying on guesswork or bureaucratic reports to choose potential initiatives.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

AskNicely

AUGUST 8, 2018

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”. Here are the top five ways to increase your NPS scores: 1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process.

Net Promoter Score 150

Net Promoter Score NPS Case Study CRM 150

Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. Here are links to download different versions of the infographic: Infographic: in .jpg format 18? x 24? poster: in .png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018.

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Infographics Report Customer Experience Data 163

GetFeedback

AUGUST 10, 2018

By asking personalized qualifying questions throughout the buyer journey, you can enhance your data and convert more leads. See how pre-sales surveys work.

Sales 150

Sales Survey How To Data 150

Kayako

AUGUST 10, 2018

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Live chat can be used as a customer success tool through strategic outreach and engagement or as a customer support tool by providing a live channel for customers to connect with support teams. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it.

Customer Success 130

Customer Success Customers Connections Engagement 130

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

AskNicely

AUGUST 5, 2018

This is the latest in an innovative series where we drop into customer-obsessed cities to invite exciting brands to come and share an intimate night of storytelling about how they build legendary customer experiences, culture, and customer advocacy into their brands. August 1, 2018 – Customer-obsessed companies in Portland, Oregon met for a unique program.

Net Promoter Score 150

Net Promoter Score NPS Feedback Brands 150

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

Uniphore

AUGUST 9, 2018

Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now

Insurance 133

Insurance Government Banking Retail 133

Kerry Bodine

AUGUST 7, 2018

Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston. Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in the concepts and methods of journey mapping and learn how to use these maps to drive action within your organization.

Customer Journeys 120

Customer Journeys Training Engagement How To 120

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Think Customers

AUGUST 6, 2018

There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as “agents” or “representatives.” But as customer experience takes a more prominent role and these employees become more strategic, those titles don’t go far enough.

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Contact Center Interaction Customer Experience Customers 120

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Magellan Solutions

AUGUST 6, 2018

“We live in a world where your online reputation can be your strongest asset or your biggest liability,” a Forbes article stated. This is true as information is just a click away. Anybody can access the internet and write anything about you and your business. Now, the ultimate question is this: how to build brand reputation ? Brand reputation is pretty self-explanatory.

Brands 128

Brands Customer Service Company How To 128

Russel Lolacher

AUGUST 8, 2018

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, The post CX Storytime Tale of The Anti-Social Socialite appeared first on The Upsell.

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Social Media Customer Experience Customers 114

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Michelli Experience

AUGUST 7, 2018

I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? Realizing I had been there earlier in his career, I wanted to know what I should have said to him to make his success even greater, so I listened to his answer intently.

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Consulting Course Customer Experience Groups 113

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. It was a great discussion where they laid out the details of why they established the room, it’s value, and how it’s used.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors)

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130