ShepHyken

JUNE 5, 2020

She shares how businesses can utilize consumer insights to help improve customer service and experience. Consumer insights are key to understanding customer experience that enables marketers to direct and plan their product and marketing mix. Today’s modern tech-savvy customers are expressing their customer experience in the form of product reviews, star ratings, consumer forums, social media, call recordings, comments on the website, and chat transcripts.

Consumers 58

Consumers Customer Service Customer Experience Marketing 58

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.

Net Promoter Score 118

Net Promoter Score Customer Experience Fashion Metrics 118

Lumoa

OCTOBER 21, 2019

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS

Employee Experience 331

Employee Experience Customer Experience Customers 331

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience Management 317

Customer Experience Management Customer Experience Management Customers 317

Advertisement

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Customer Experience

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.

Touchpoint 143

Touchpoint Employee Experience Customer Experience Feedback 143

Lumoa

JANUARY 30, 2020

We share best practices on how to prioritize customer experience initiatives. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.

How To 288

How To Customer Experience Resources Customers 288

ijgolding

AUGUST 6, 2018

The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train or an aeroplane is rarely one that I will remember. A rather important customer need.

Customer Experience 180

Customer Experience Travel Transportation Airlines 180

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees).

How To 213

How To Customer Experience Government Culture 213

Experience Matters

OCTOBER 2, 2018

In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. The post eBook: Humanizing Customer Experience appeared first on Customer Experience Matters®. Customer experienceTemkin Group has labeled 2018 “The Year of Humanity.”

eBook 199

eBook Customer Experience Groups Strategy 199

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Meeting

Kristina Evey

SEPTEMBER 13, 2018

One of the main drivers of customer defection is irritation. When customers experience frustration and irritation with a company, they begin to look elsewhere. Where do your customer possibly experience irritation and frustration when working with your company?

Customer Experience 263

Customer Experience Conference Customers Connections 263

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.

Customer Experience 424

Customer Experience Net Promoter Score NPS Touchpoint 424

IntouchInsight

JUNE 19, 2019

In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience

Conference 187

Conference Customer Experience Brands Customers 187

Experience Matters

MARCH 20, 2019

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). Experiences: What actually happens to a person during an interaction. Customer experience XM - Experience Management

Customer Experience 261

Customer Experience Interaction Management Customers 261

Speaker: Daniel Quick, Head of Customer Education, Asana

Every day, customers are faced with a multitude of different, often competing, priorities and your training program is no exception. It’s critical that both your content and your learning experience are highly engaging. In this Skilljar webinar, Daniel Quick, the Head of Customer Education at Asana, will share how he brings his background in game design into Customer Education, and help you do the same.

Training

NICE inContact

OCTOBER 10, 2019

If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. I can even think back to great experiences I’ve had with mint chocolate chip ice cream ever since I was a boy in a bathing suit. Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. Customer experience isn’t a one-time thing.

Customer Retention 176

Customer Retention Customer Experience Brands Contact Center 176

Omnicus

AUGUST 13, 2018

Customer ExperienceLessons Learned Through Laughter.

Customer Experience 246

Customer Experience Customers 246

NICE inContact

FEBRUARY 4, 2020

Everyone in the contact center wants to deliver a great customer experience. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives. Agent Engagement Customer Experience

Contact Center 156

Contact Center Customer Experience Industry Customers 156

Customer Bliss

MARCH 12, 2019

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. . What’s the State of Customer Experience?

Customer Experience 215

Customer Experience Chief Customer Officer Leadership Video 215

Advertisement

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How To

GetFeedback

AUGUST 5, 2020

Simplifying CX YouTube series episode on the difference between digital experience and customer experience. Videos

Customer Experience 176

Customer Experience Video Customers 176

Lumoa

JANUARY 29, 2019

What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization. Feed generated with FetchRSS

Customer Centricity 265

Customer Centricity Customer Experience How To Company 265

Method:CRM

JULY 2, 2020

Did you know that 80% of your future sales will come from only 20% of your existing customers? . With this in mind, it’s clear that your loyal customers are the ones that keep you in business and that you need to implement effective customer retention strategies so you don’t lose them. “80% 80% of your future sales will come from 20% of your customer base.” – Small Business Trends, 2020. Customer retention strategies to grow your business.

Customer Retention 41

Customer Retention Strategy Customers Customer Experience 41

Kristina Evey

JANUARY 17, 2019

Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey. Customer Experience Management Leadership UncategorizedBeing a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable.

Customer Experience 179

Customer Experience Customers Customer Experience Management Leadership 179

Advertisement

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Contact Center

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.

How To 166

How To Customer Experience eBook Wireless 166

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. Customer experience is defined by customers.

Customer Experience 101

Customer Experience Analysis Metrics Policies 101

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want to predict the experience I’m going to have with the people and places I do business with. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. If, for some reason, there is a problem, we want our customers to know they can always count on us to resolve it for them.

Customer Confidence 157

Customer Confidence Hospitality Customer Experience Customer Service 157

NICE inContact

SEPTEMBER 22, 2020

In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth.

Customer Base 156

Customer Base Customer Service Customer Experience Call Center 156

Speaker: Skilljar Experts

The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.

Customer Experience

Lumoa

JUNE 24, 2020

Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS

Customer Focused 160

Customer Focused Customer Experience Customers 160

Centriam Customer Experience Lab

FEBRUARY 14, 2019

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line. Customer experience strategy CX tools and technology

Tools 264

Tools Customer Experience Management Technology 264

Experience Matters

SEPTEMBER 30, 2015

As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. The bottom line : Customer experience really matters. Customer Experience Matters is a registered trademark of Temkin Gorup. Customer experience ROI of Customer Experience Temkin Group VideoCX Day is less than one week away!

Video 262

Video Customer Experience Groups ROI 262

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Shep, has been guiding organizations and customer experience professionals since before the industry knew what the term ‘customer experience’ meant.

Customer Experience 180

Customer Experience Hospitality Customer Journeys Return on Investment 180

Advertisement

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Communication

Kristina Evey

APRIL 2, 2019

Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.

Customer Experience 203

Customer Experience B2B Employee Experience Customer Experience Management 203