Stella Connect

NOVEMBER 30, 2017

Contact center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training, training and coaching. Managers dedicate lots of resources dedicated to improving agent performance. It’s time to revamp your approach to contact center performance management.

Contact Center 45

Contact Center Management Effort Score NPS 45

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Thematic

DECEMBER 9, 2019

In fact, there are so many SaaS offerings that there is a new wave of startup that help you manage your subscriptions across the entire business. So again, how does customer feedback fit into this? Why customer feedback is critical for digital transformation. But my company already has a Voice of Customer program!

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Second to None

MARCH 30, 2018

The strategy I see most of our customers at Sprinklr take is to whittle down their tech stack to a lean set of primary solutions that integrate with one another. In doing so, they’re layering unstructured social data on top of existing customer data (like purchase history) and creating a more complete view of the customer.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Thematic

MAY 19, 2022

The operational and time-consuming tasks that are/were traditionally part of the product manager workload now fall within the remit of product ops. This empowers product managers to focus on building products with better market fit, whether the company’s product focus is a trail shoe, new e-bike technology or a SaaS offering.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

ClearAction

APRIL 29, 2020

CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Lithium

JUNE 27, 2022

Give customers the private support they need in the channels they love. A key factor in driving positive “voice of customer” brand loyalty and increasing the levels of customer satisfaction is having a plan and process in place to help customers from the get go. Change is only as complicated as you make it.

Self Service 52

Self Service Social Media Customers Brands 52

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% of shoppers rank the option to shop online as a top priority.

Industry 73

Industry Brands Rewards Programs Loyalty 73

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Ensure all critical employees have access to the technologies required for them to be productive while dealing with customers.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

Qualtrics

OCTOBER 29, 2019

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Manager and employee (1:1). What kind of questions should managers ask? Manager and team (1:team).

Customer Satisfaction 22

Customer Satisfaction How To eBook Voice of Customer 22

SurveySparrow

FEBRUARY 22, 2023

Close the customer feedback loop with SurveySparrow’s case management. Reduce customer churn across channels with its conversational surveys. Improve customer relationships with not just surveys but with SurveySparrow’s Feedbot , too. Key features: Round the clock, 365 days support. A tool definitely worth trying.

ROI 52

ROI Analysis Feedback Study 52

Verint

OCTOBER 2, 2017

Verint’s Jon Allen, general manager, communities, will present “Redefining ROI: Win BIG with Social Communities” on October 19 at 6:30 p.m. Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Qualtrics

OCTOBER 23, 2019

Experience management from Qualtrics isn’t just a good strategic decision. In a Qualtrics-commissioned Total Economic Impact study (TEI), Forrester Consulting estimates the 3-year benefit of Qualtrics experience management software at $38.4 – Excerpt from Qualtrics customer survey interview. . Driving bottom-line results.

Study 30

Study Consulting ROI Survey 30

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% of shoppers rank the option to shop online as a top priority.

Industry 48

Industry Brands Rewards Programs Loyalty 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Radical changes in VoC management are necessary.

ROI 54

ROI Feedback Survey Financial 54

Qualtrics

NOVEMBER 6, 2019

These kinds of responses are now commonplace at Mastercard, where the Global Customer Care team goes above and beyond to be the customers lifeline to the brand through service, intelligence and experience expertise. From there we could better understand the customers end-to-end experience.”. Join the Webinar.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

JULY 6, 2020

Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase. How to Turn detractors into promoters?

Net Promoter Score 83

Net Promoter Score NPS Social Media Course 83

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. That is what customers reward. What is a value chain?

ROI 48

ROI Effort Score Customer Journeys B2B 48

OpinionLab

JULY 28, 2016

Scale and efficiency: A key to managing mobile CX. Many of your customers already prefer to engage with you via their smartphone. Does your customer care? Despite the mobile complexity you face, your customers expect a seamless cross-channel experience, instant gratification, and immediate action. Not really.

System 60

System Feedback Customer Care Customer Experience 60

Storyminers

JULY 29, 2016

Talk to your customers when they first sign up, talk to them as much as you can while they’re doing business with you, and talk to them when they leave. Managing Director, Brand Dignity. You want to stay on a customers radar screen by providing strategic follow up with relevancy to their interests or purchases. Maciej Fita.

B2C 124

B2C Customer Retention Strategy Brands 124

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

COPC

NOVEMBER 13, 2019

Du Duo, Senior Director of Shouqi Limousine & Chauffeur Customer Service Centre, oversees the management of customer experience, multiple channel services and the establishment of service systems. Q: What do you consider to be the biggest challenge for the customer service centres of car hailing industry?

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8