Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. When customers are asked not only the score but also why they gave that score, they provide very useful information about the drivers of satisfaction or dissatisfaction.

Feedback 293

Feedback Net Promoter Score Analytics Metrics 293

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

Customer Service 184

Customer Service Customer Experience Wait Times Policies 184

CX Journey

NOVEMBER 8, 2017

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. That engagement comes from within the employee, and yet the company has a role in it, as well.

Leadership 182

Leadership Employee Engagement Culture Engagement 182

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Consider this bit of wisdom from customer service expert, Micah Solomon, from his book, “High-Tech, High-Touch Customer Service” : “Saying your business is ‘on the internet’ is like saying it’s ‘on the power grid’… doing business in a

Social Media 119

Social Media Customer Service Marketing eBook 119

Speaker: Loreal Lynch, 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.

Data

Beyond Philosophy

NOVEMBER 8, 2017

We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.

System 138

System Government Examples Consulting 138

Comm100

NOVEMBER 8, 2017

So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

Beyond Philosophy

NOVEMBER 8, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several huge tigers. Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. To Commodus’ dismay, Maximus defeats them, angering the Emperor by sparing the life of the former champion.

Customer Satisfaction 60

Customer Satisfaction Comparison Connections Consulting 60

Enalyzer

NOVEMBER 8, 2017

Nowadays, it’s impossible to not be part of a team. According to Deloitte , 90% of companies are redesigning their organizations to be more team-centered, and honestly, why wouldn’t you want to be part of a team? Teamwork combines different skills, approaches, and ways of thinking. With the organization and workspace features, Enalyzer is a great platform for teamwork to flourish – but more on those later.

Survey 64

Survey Report Company Culture 64

Genroe

NOVEMBER 8, 2017

You may have heard of it but just exactly what is the Net Promoter Score and why is everyone talking about it? This is an introduction to this widely used customer feedback metric and how you can use it to drive your business. Contents This is quite a detailed post so below are direct links to […]. The post Net Promoter Score®: What, Why and How?

Net Promoter Score 58

Net Promoter Score Metrics Feedback Customer Satisfaction 58

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

dscout People Nerds

NOVEMBER 8, 2017

Karen Eisenhauer breaks down what the dialogue really says in Disney’s “Princess” films.

Report 82

Report 82

Peter Lavers

NOVEMBER 8, 2017

Content personalization isn’t there just to make marketers feel good! It’s all about making the customer journey smoother, helping customers to be informed to make the best choice, which leads to better and quicker sales and service outcomes. I would suggest that content personalization is a commercial imperative in today’s world of short attention spans and rising expectations for a great user experience.

Omni-Channel 53

Omni-Channel Self Service Retail Analytics 53

Confirmit

NOVEMBER 8, 2017

This past week, we held a Customer Experience (CX) seminar in Dallas that focused on Creating and Maintaining Executive Buy-In for CX. This is a hot topic in our industry, especially as we're hearing more stories about Voice of the Customer (VoC) programs losing funding because early wins never came to fruition, or they weren’t celebrated loudly enough within the organization.

CEM 45

CEM Exercises Interaction Survey 45

Strativity

NOVEMBER 8, 2017

JIM TIERNEY, LOYALTY360, NOVEMBER 07, 2017. “We need to shift our focus from short-term gains to long-term profitability and growth.”. That was part of the message from Jason Burnham, Principal, Communications & Design, Innovation Lead, Strativity on Monday during his session titled, “ Designing Purposeful Brand Experiences ,” at the first-ever Customer Expo.

Loyalty 45

Loyalty Brands Customer Centricity Customer Journeys 45

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. We’ve all been on a bad customer support call before: you call, you wait, you talk to an agent, you wait, you talk to another agent … It’s very unsatisfying. While the primary function of these calls has shifted from transactional to experiential, the caller journey hasn’t been updated in 30 years.

Contact Center 42

Contact Center Self Service Innovation Report 42

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives.

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

Feedb

NOVEMBER 8, 2017

A new feedback flow is now available in Feedb, it is called “Review Redirect” and has been proven to be a powerful way to multiply the number of positive reviews that you get in websites like Yelp and Google. Once you select the option “Review Redirect” under the “Feedback Steps” in the settings menu your contacts will be randomly redirected to one of your active review sites upon giving a positive rating to the feedback question “How likely would you re

Feedback 40

Feedback Video Company Customers 40

Verint

NOVEMBER 8, 2017

You only have to check today's news headlines once to see that cybersecurity has moved to the forefront of conversation. Organizations around the world are continuously suffering from serious and sophisticated cyber attacks and data breaches, leaving every type of business at risk. And financial institutions are no exception. The amount of money taken in cyber heists, both in banking and elsewhere, according to Cybersecurity Ventures 1 was estimated at $3 trillion overall for 2015—and they expec

Banking 23

Banking Financial Trends Communication 23

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Feedb

NOVEMBER 8, 2017

A new feedback flow is now available in Feedb, it is called “Review Redirect” and has been proven to be a powerful way to multiply the number of positive reviews that you get in websites like Yelp and Google. Once you select the option “Review Redirect” under the “Feedback Steps” in the settings menu your contacts will be randomly redirected to one of your active review sites upon giving a positive rating to the feedback question “How likely would you re

Feedback 40

Feedback Video Company Customers 40

Brad Cleveland Blog

NOVEMBER 8, 2017

The post How to Meet Changing Customer Expectations appeared first on Brad Cleveland.

Customer Expectations 26

Customer Expectations Meeting How To Customers 26

ReviewTrackers

NOVEMBER 8, 2017

Eighty-one percent of consumers do not like their healthcare experience, according to a study by GE and Prophet. There’s a gap between the level of quality the provider thinks they deliver and the level to which customers are actually satisfied with their experience. So what can hospitals do to completely change the customer experience? We spoke with Paul Szablowski, senior vice president of brand experience for Texas Health Resources, about the transformation Texas Health Resources is m

Healthcare 11

Healthcare Customer Experience Hospitality How To 11

Brad Cleveland Blog

NOVEMBER 8, 2017

Customer Expectations 23

Customer Expectations Meeting How To Customers 23

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

Storyminers

NOVEMBER 8, 2017

When people think of branding, they tend to think of it in terms of attracting customers—showing off your company’s best qualities to acquire new sales. But branding doesn’t stop after a sale is made. It persists throughout a customer’s entire experience and beyond. And if it falters at any point, it could cost you a repeat purchase in the future—or your reputation.

Tools 190

Tools Brands Customer Experience Entertainment 190

Brad Cleveland Blog

NOVEMBER 8, 2017

Customer Expectations 20

Customer Expectations Meeting How To Customers 20

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

Kayako

NOVEMBER 8, 2017

Just as I was settling down for bed, I got an email notification from Passion Planner, one of my favorite brands, announcing the launch of their Kickstarter campaign of a brand new planner for 2018. I made a beeline for the website, scrolling for details on their rewards and available colors. I had questions about the planner’s design, how many I could purchase, if they’d be available undated.

Self Service 156

Self Service Knowledge Base Ecommerce Tips 156

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Alida

NOVEMBER 8, 2017

The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50