CX Journey

JULY 26, 2016

Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. The topic on July 21 was one of my favorites: customer experience, of course. This is a hot topic. This is an important topic with many different angles to cover. Perhaps that's a place to start.

Innovation 80

Innovation Customer Experience Culture Customers 80

Zeisler Consulting

JULY 7, 2021

If you’re looking for a reason not to use NPS as your top-line CX metric, I’ve got one for you: Depending on your business and/or your business model, it’s just plain dumb. One might wonder then, why a guest would be so unlikely to recommend this store.

NPS 93

NPS Effort Score Survey Metrics 93

Chadwick Martin Bailey

OCTOBER 25, 2019

Maybe a lack of curiosity CAN kill the consumer insights professional. Speakers at the Insights Association’s Corporate Researcher’s Conference choraled symphony of voices around the concepts of exploration, trust, and curiosity. Influence In the Age of ML, by Eric Solomon : Can you embrace curiosity, and the need to experiment?

Conference 40

Conference Exercises Advertising Consumers 40

InteractionMetrics

JULY 10, 2023

It overly inflates expectations and distracts from the precise way ML will improve business operations,” writes Eric Siegel in the Harvard Business Review. There’s detail about each of these topics below, so keep reading if you want to learn more. Newton’s curiosity led to the law of universal gravitation.

B2B 40

B2B Customer Experience Analysis Chatbots 40

AWS Machine Learning

NOVEMBER 3, 2023

The newly introduced Bundesliga Match Facts (BMF) Shot Speed now allows fans to satisfy their curiosity by providing insights into the incredible power and speed behind shots. These Lambda functions and Fargate containers then make this data available for further use in the appropriate MSK topics.

Sports 88

Sports Measurement Metrics Data 88

Lumoa

APRIL 14, 2021

About the episode: Most of us understand that customer experience is something highly relevant for a business. Johanna has a history of working in big corporates like Nokia and Microsoft, working with business strategy and development, which lead her into the customer experience field. Thank you for watching. But what happened?

Customer Experience 236

Customer Experience Metrics Net Promoter Score Financial 236

SurveySparrow

OCTOBER 20, 2023

You can converse in-depth with experts, stakeholders, or individuals relevant to the research topic. Researchers engage with individuals who possess valuable insights or experiences related to the research topic. Focus Groups Focus groups involve gathering a small, diverse set of participants to discuss a research topic.

Case Study 52

Case Study Study Survey Groups 52

Beyond Philosophy

FEBRUARY 17, 2020

Perhaps most importantly, would it lead to customers wanting to do more business with a brand? It’s not just about the price or the delivery, or all the other objective things that businesses managed over the years. Discovering your reputation requires curiosity. On the other hand, some brands want more than a transaction.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

SurveySparrow

DECEMBER 23, 2021

If you’re part of an online business – heck, if you ever had to do research or a survey at some point – you would have started with desk research. This article will guide you through the methods, steps, and examples of desk research to help you find promising topics for your firm. Repairing a business reputation.

Examples 52

Examples Study Case Study Social Media 52

Chadwick Martin Bailey

DECEMBER 7, 2020

The tech industry and its impact has become even more fascinating and complex, and after 24 years, that curiosity and desire to learn hasn’t wavered. You know, there was a time when businesses thought they’d never use anything other than Blackberry for mobile devices, or that AOL would always dominate internet access.

Wireless 52

Wireless Telecommunications Innovation Industry 52

ShepHyken

MARCH 19, 2021

It has been incredibly important for me to build a career in which I have worked to immerse myself in all areas of business. It has a lot of similarities to running a busy family life – something women have done for ages! I think a constant and healthy curiosity about why you do what you do is the key in CS/CX.

Leadership 84

Leadership Self Service Customer Service Trends 84

ChurnZero

NOVEMBER 18, 2021

As Rosabeth Kanter, Harvard Business School professor and best-selling author who specializes in strategy, innovation, and leadership for change, puts it: “Change demands new learning.”. That’s why customer education is absolutely essential to preventing churn in SaaS businesses. In this case, curiosity cures the cat.

Self Service 98

Self Service Software Knowledge Base Resources 98

ChurnZero

MAY 20, 2022

There are forces at work within your customer’s environment that CSMs should be aware of because it makes you more meaningful as a business partner to customers when you speak their language. It’d be great if you understood what our problems were, and not just with your applications, but with our business.”

Customer Success 98

Customer Success How To Banking Leadership 98

Horizon CX

OCTOBER 23, 2018

This can happen in our personal lives as well as in business. This is one hell of an energy-draining experience for sure and you can imagine what it would be like if you had to deal with that kind of behavior daily within a business environment. I’ve covered this topic in a previous blog that you may find enlightening.

Groups 113

Groups Communication Exercises Tips 113

Beyond Philosophy

FEBRUARY 20, 2020

However, with using chatbots for customer service, a gap often exists between the language that the user has versus the way that you, as a business, talk about your product or service. So, young people are learning a new way to satisfy curiosity or use technology to gain knowledge.

Meeting 162

Meeting Innovation Social Media Chatbots 162

CustomerSuccessBox

NOVEMBER 16, 2021

CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. Thus, crafting an amazing customer experience throughout the entire journey should be the ultimate aim of a business. Some of them are as follows: How to support scaling up the business? This arises curiosity among the target audience.

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

CSM Practice

SEPTEMBER 7, 2022

o Natural curiosity about numbers and metrics. o Value articulation – translate product features to business value . o Ask the CSM to research certain topics and obstacles customers face in their market, then present them as part of the exercise. . o Scope management . o Task Prioritization . o Task Execution and monitoring .

Customer Success 52

Customer Success Management Exercises Analytics 52

Daniel Group

MAY 26, 2021

Those that tried said they would not use it again, which raised my curiosity. Throughout the series, we will explore the importance of the following topics: Make CX Easy: Is it easy to do business with your company? As part of a customer research project, I interviewed some customers who tried out the new service.

Tips 52

Tips Customer Experience Net Promoter Score NPS 52

Michel Falcon Experience

AUGUST 17, 2016

Whether you went to business management school, or learned how to manage employees in a non-traditional way, you know this: positive reinforcement works! Along with statistics, it’s interesting to read what proven business leaders have to say about employee engagement. ” — Marissa Mayer.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

C3Centricity

AUGUST 13, 2018

What is the secret to success in business? Everyone found this library extremely useful, especially when discussing such topics as shelf impact, packaging or in trying to understand our competitor’s portfolio strategy. That’s easy! It’s how well you know the competition. Understand your Competitors’ Customers too.

Advertising 120

Advertising Social Media Communication Exercises 120

ChurnZero

NOVEMBER 18, 2021

As Rosabeth Kanter, a Harvard Business School professor who specializes in change management, puts it: “Change demands new learning.” That’s why customer education is absolutely essential to preventing churn in SaaS businesses. When you post a tutorial video, include a few knowledge base articles that relate to the topic.

Self Service 52

Self Service How To Software Knowledge Base 52

CustomerSuccessBox

MAY 23, 2022

It is the job of the Customer Success Manager to constantly reflect the value of the product to their customers thus helping them achieve their business outcome and meanwhile helping their own company secure the recurring revenue. Even if you’re employed by a company you should think of yourself as a semi-autonomous business person.

Customer Success 52

Customer Success How To Leadership Trends 52

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. These “business rituals” criteria are the truth about your culture.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

SurveySparrow

JUNE 19, 2021

Businesses are putting out more content now than ever before. BuzzFeed successfully came up with this viral quiz idea by combining people’s innate curiosity to learn more about themselves and the popularity of the TV series. Do You Offer a Great Business Experience” Quiz — Genbook. What’s Your Brand’s Irresistible It Factor ?”

Examples 52

Examples Hospitality Infographics Marketing 52

Russel Lolacher

JUNE 13, 2022

So speaking of positions, the topic for today is how you’re positioned, I guess, within an organization, your team, you as an individual, because we’re talking about silos, I guess the first thing we should mention is what is a silo? Oh, no wonder they’re busy all the time. Keith Kmett. Oh, this is how they can help.

Culture 59

Culture Communication Employee Experience Connections 59

ChurnZero

SEPTEMBER 7, 2023

If you were your own customer, would you want to sit through your quarterly business review (QBR)? The QBR has become an industry staple—and polarizing topic—in customer success. What is a quarterly business review? Are quarterly business reviews right for your business?

How To 52

How To Meeting Customers Engagement 52

Russel Lolacher

JANUARY 4, 2021

Some ways to foster a productive and collaborative environment include: Curiosity – better understanding the work of others in your organization will not only help connect dots to new opportunities, but also help grow empathy. They’re busy and have their own world. And remember, there are NO “stupid” questions.

How To 83

How To Culture Government Leadership 83

Natalie Petouhof

FEBRUARY 24, 2017

There is no question that social media has earned its spot in every business’ digital marketing strategy. Nowadays, almost every business has some type of social media account. With one click and some curiosity, they could end up on your page! Liking is one of the most important aspects of social media.

Social Media 65

Social Media Engagement Strategy Brands 65

InnerTrends

DECEMBER 2, 2019

How do you know which is more suitable for your business? First though, let’s look at what we mean when we discuss these two methods of bringing new people into your business. The barrier for signup is kept very low and not too many details are asked for, so even a bit of curiosity will drive a signup. (Be The Fast Signup.

Case Study 105

Case Study Study Metrics Strategy 105

ClearAction

MAY 18, 2017

Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). Why: customer experience success and business success both boil down to one thing: meeting or exceeding customers’ expectations.

ROI 54

ROI Feedback Survey Financial 54

NobelBiz

DECEMBER 1, 2021

Cold calling is not used by all businesses as a sales approach. If you truly want to sell, you must first acquire your contact’s confidence and pique their curiosity. The greatest error many businesses make is purchasing a database containing the phone numbers of clients who have never contacted or known the company.

How To 52

How To Contact Center CRM Sales 52

CSM Magazine

APRIL 26, 2019

Empathy is related to a number of crucial business roles, so let’s analyze them one-by-one. They may even consider writing an informative essay on the topic to share with their colleagues. Now that we’ve covered the importance of empathy and how it effects different business roles, let’s look at how empathy skills can be developed.

Customer Experience 40

Customer Experience Innovation Trends Customers 40

West Monroe

OCTOBER 12, 2018

This week West Monroe Partners released our signature research on an important topic, Digital Leadership. As our research stresses, digital is inherently disruptive because it challenges the current ways of thinking and working to engage your customers and run your business. They know they cannot do it all themselves.

Return on Investment 40

Return on Investment Culture Roadmap Leadership 40

SurveySparrow

NOVEMBER 22, 2023

Similarly, the importance of data collection and analysis is not an alien topic. Look for tools that let you create dashboards that fit your business needs. Predictive Analytics: A promising tool should be like a fortune teller for your business. Collaboration Tools: Business is a team effort; your data tool should support that.

Analytics 52

Analytics Tools Data Analysis 52

Russel Lolacher

FEBRUARY 1, 2021

I once was asked to provide my communications insight and experience on a slide deck about a new project from a very technical business area. Their goal (or “what success looked like” to them) was to inspire curiosity in their audience about their innovative new approach. Sadly, they really missed the mark.

Report 81

Report How To Engagement Tips 81

Russel Lolacher

MAY 1, 2022

Facebook Business Page. And she’s won a bunch of awards for entrepreneurship and small business. So it was a really busy, demanding environment. So our topic today is about speaking well, at work. How do we present ideas on topics? Check out all the episodes of Relationships at Work. PLAY AND SUBSCRIBE.

Culture 52

Culture Communication Leadership Employee Experience 52

Storyminers

JULY 6, 2020

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147