Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. Published on: April 25, 2018. Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

CX Journey

APRIL 25, 2018

Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified. Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them?

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Kayako

APRIL 25, 2018

Have you ever decided to step up from capturing photos on your smartphone to a dedicated DSLR camera? I bet the model you want comes with all the features you need, but also a bunch more that you don’t understand. For small teams, live chat is a similar proposition. Is the investment of time and effort going to work in our favor? Won’t customers be too demanding?

e-support 123

e-support Multi-Channel Loyalty Sales 123

Joe Rawlinson

APRIL 25, 2018

Companies are always looking for new ways to streamline their customer support department efforts. This doesn’t strike us as a surprise. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. In order to keep customers returning and keep that competitive edge, businesses have to use the latest software to deliver profound care.

Tools 114

Tools Automatic Callback Self Service Customer Service 114

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Amity

APRIL 25, 2018

While being in early stages of the product-market journey are extremely exciting; measuring and understanding where things are working can also be just as nerve-wracking. You need to be able to detect where you’re succeeding right from the very start and where they need to change. It’s good to be in a beta because you can design the overall experience from the very beginning to push activation.

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Infographics Metrics Marketing Software 75

CSM Magazine

APRIL 25, 2018

You may be striving to keep up with the competition, but are keeping up with the increasing expectations of your customers? I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive.

Advertising 63

Advertising Industry Customers Sales 63

Heart of the Customer

APRIL 25, 2018

Journey mapping is powerful. A clear visualization of your customer’s journey helps rally the company to support a new vision of your customers’ challenges, and how you can make it easier to be your customer. But why should customers get all the love? If it’s such a powerful tool, shouldn’t we find other uses for […]. The post Three Tips for Employee Journey Mapping appeared first on Heart of the Customer.

Customer Journeys 60

Customer Journeys Tips Tools Company 60

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency.

Customer Confidence 63

Customer Confidence Customer Service Training Course Customer Service 63

Bold360

APRIL 25, 2018

Nearly every company has made enhancements to try to improve their customer experience at one time or another. In fact, 89% of projects are successfully completed at high performing organizations, yet only 20% of projects implemented are considered successful when it comes to customer experience. So, what can organizations do to help close this gap?

Customer Experience 49

Customer Experience Self Service Customer Experience Design Customers 49

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

ClientSuccess

APRIL 25, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Sales 42

Sales eBook Customer Success Metrics 42

Peter Lavers

APRIL 25, 2018

The Net Promoter System / Score (NPS) has generated much debate over the years regarding its efficacy as the ‘only question’ that needs to be asked in Voice of Customer (VoC) research. Our friends at Lumoa asked 30 CX experts if they would recommend NPS to their clients, and the resulting report is fascinating. WCL Customer Management founder Peter Lavers was one of these contributors, who were asked the same two questions : 1.

NPS 40

NPS Voice of Customer Report System 40

CSM Magazine

APRIL 25, 2018

Starting with a lean Key Performance Indicator (KPI) methodology is the simple and practical way for the beginner, the busy, and the budget-constrained to measure what matters for business performance. Ultimately, I will always advocate that a robust performance measurement methodology is critical for every organisation to master. If we can’t know how well what matters is working, we can’t really manage anything well.

Measurement 40

Measurement Analysis Report Management 40

dscout People Nerds

APRIL 25, 2018

The books they can’t put down… and some more that they’ve written. .

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Forrester's Customer Insights

APRIL 25, 2018

I’m often asked the question, “What’s my data worth?” And, my immediate (and somewhat provocative) response is, “Nothing!” As the data economy heats up, the fear of being left behind leaves some company execs in a cold sweat. Forward-looking board members ask about data commercialization strategies and expect answers. That question – “what’s my data […].

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Data Strategy Company 41

Comm100

APRIL 25, 2018

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing a unique customer service experience was the key to customer loyalty. However, customers rarely frequent your business for exceptional customer experience. While a few types of customer service scenarios can be driven by exceptional service (such as a traveler patronizing a specific hotel based on the personalized care he received on his last visit),

Self Service 100

Self Service Company How To Effort Score 100

Forrester's Customer Insights

APRIL 25, 2018

TLDR: A slow, fragmented start to open banking, but the pace will accelerate. Fintechs are forging ahead with innovation, and a new set of intermediary service providers is growing. Banks need to become outside-in fast to thrive with open banking, building operating model competence for an externally oriented business. Few Banks Place Open Banking At […].

Banking 27

Banking Innovation Financial Data 27

customer sure

APRIL 25, 2018

At CustomerSure, we spend every hour of every day talking to people about customer feedback. Sometimes, people tell us: Customer surveys don’t work! People hate receiving them! They have a point. On Planet Earth, in 2018, a lot of well-intentioned customer surveys are being sent. But good intentions don’t always translate to great results. If it’s your first time doing anything, you’re likely to make ‘rookie errors’ – and surveys are no different.

Survey 82

Survey Customer Satisfaction Feedback Customers 82

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Forrester's Customer Insights

APRIL 25, 2018

Over the past few decades, sales and marketing leaders have been transforming themselves into predictable, data-driven business units. The CRM stage started in the 1990s and accelerated quickly a decade later with lower-priced cloud offerings. The marketing automation stage began to grow exponentially around 2008 and has reached critical mass in its first decade. […].

Marketing 8

Marketing Sales CRM Data 8

Oracle

APRIL 25, 2018

Preview of ebook: 3 Ways Your Shoppers Have Changed, and How to Keep Up in a Digital Age. It’s no secret that today’s consumer dictates the modern shopping experience. There’s no such thing as one-size-fits-all anymore. How exactly have these shoppers evolved? We did some research, asked real shoppers for their input, and outlined three prominent changes.

Retail 58

Retail eBook Omni-Channel Social Media 58

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). While each of these methodologies have their merits, I believe there’s a better question to ask, maybe the ultimate question every SaaS (or subscription) company should use to best measure customer sentiment.

Customer Success 55

Customer Success Effort Score eBook Customer Journeys 55