InMoment XI
MARCH 20, 2017
The old saying about a picture being worth a thousand words is true, a picture provides an additional “sense” of the story, adding context to help our understanding of an event or situation. We all know what it is like to read the answers to a survey or a transcript of an interview. Sure, there.
GetFeedback
MARCH 20, 2017
Customer experience (CX) is a term we're hearing a lot about these days. But what does it really mean, and how is it different from customer service?
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InMoment XI
MARCH 20, 2017
The old saying about a picture being worth a thousand words is true, a picture provides an additional “sense” of the story, adding context to help our understanding of an event or situation. We all know what it is like to read the answers to a survey or a transcript of an interview. Sure, there. View Article.
Experience Matters
MARCH 20, 2017
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Courtyard By Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a […].
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
BlueOcean
MARCH 20, 2017
About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. They’d had a bad experience with that model and were keen to move as far away from any work-at-home solution as possible.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
MARCH 20, 2017
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Southwest Airlines and AirTran deliver the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on […].
GetFeedback
MARCH 20, 2017
Customer experience (CX) is a term we're hearing a lot about these days. But what does it really mean, and how is it different from customer service?
Win the Customer
MARCH 20, 2017
The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. The cloud service company reports customer experience is the key differentiator in driving retention and acquisition, as companies that thrill customers at every touchpoint of the buyer journey are the ones most likely to keep customers around.
CustomerGauge
MARCH 20, 2017
Believe it or not, not everyone is a promoter of their own Net Promoter System®. In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […]. The post 5 Reasons Why Net Promoter Programs Fail appeared first on CustomerGauge.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!
Experience Matters
MARCH 20, 2017
Filed under: Customer experience.
ShepHyken
MARCH 20, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. (HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right.
ClientSuccess
MARCH 20, 2017
Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. Before we examine a few challenges that customer success teams should keep in mind, let’s first start with the definition of NPS: “( NPS ) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships.
Strativity
MARCH 20, 2017
The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. NEW JERSEY, March 21, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J. Nash. McInnes, named Head of Sales for Strativity’s Technology division, has more than 10 years of experience in CX, working across several functional roles to help large org
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
ForeSee
MARCH 20, 2017
More than 96% of customers leave your website without making a purchase, but you probably don’t know what they’re doing next. Are those customers still buying from you, but in. The post How to quantify the impact of digital channels across your business (Report) appeared first on ForeSee.
CSM Magazine
MARCH 20, 2017
The majority of Americans are unhappy at work – but does that really matter? Aren’t people always going to grumble about work getting in the way of their lives? Well, no actually. Bosses should be concerned about the unhappiness of their workforce. If your workforce is happy then you will see great results in the work that is produced, and happiness really is something that can filter through to the bottom line.
Martin Hill-Wilson
MARCH 20, 2017
Now that interest in intelligent assistants (IAs) and bots has moved into ‘let’s do something’ mode for many organisations, I thought I’d share my go to source on the topic. Dan Miller heads up a great team out in San Francisco who have charted the evolutionary arc of this technology from the very start. With a freshly published report of the top vendors and a forthcoming London conference, I skyped Dan and tasked him with advising the ‘newly fascinated’ busin
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Beyond Philosophy
MARCH 20, 2017
Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. However, most organizations are terrible at doing this and particularly bad at articulating it.
ReviewTrackers
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. And they’re viewing customer experience as the single most important way for their organization to achieve success.
Currency Alliance
MARCH 20, 2017
The way in which people’s shopping habits have changed in the last 10 years is highlighted by the incredible rise of Amazon. Consumers have embraced digital shopping in a big way. In 2015, Amazon surpassed Walmart as the most valuable retailer in the US by market capitalization. And by the summer of 2016, it was the 4th most valuable public company.
Amity
MARCH 20, 2017
It's never too early to be thinking about Customer Success at scale. From Day 1, a truly customer-centric company should ensure that Customer Success Operations are engrained in its DNA. As your SaaS company matures and goes through the different stages of growth, Customer Success should be evolving rapidly. From the size of the Customer Success team to its priorities and technology stack, you should always be re-evaluating the processes you've put in place.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
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