Mon.Feb 18, 2019

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How to Follow Up With NPS Detractors, Promoters, and Passives

GetFeedback

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. Once you’ve identified your Promoters, Passives, and Detractors, do you know how to follow up with them?

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The 5 Things You Need to Know About Great Service

Steve DiGioia

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. Here is my list of 5 things you need to know about great service.

Policies 212
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AI and ML are Taking Digital Marketing to the Next Level

C3Centricity

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it. This year the programme included a new stream, the Future of Work and that was the one in which I was invited to speak.

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How to Follow Up With NPS® Detractors, Promoters, and Passives

GetFeedback

How to engage with Net Promoter Score (NPS) detractors, promoters and passive in a way that it will boost customer satisfaction.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Are Your Customers Free to Come and Go?

Wired and Dangerous

Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.” But, when the time comes for cows to be transported to market, herding can become a challenge.

More Trending

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The Complete MQL Action Guide for Converting More Leads

Genroe

MQL (Marketing Qualified Lead) is a relatively well-known term in B2B Marketing circles but there is little real world advice on what they are or how to apply to idea in your business. In this post we’ll look at practical approaches to identify and act on your MQLs in a… The post The Complete MQL Action Guide for Converting More Leads appeared first on Genroe.

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A Potent Human Capital Strategy needs a Potent Client Retention Strategy

One Millimeter Mindset

A potent client retention strategy is driven by an equally potent human capital strategy. Otherwise, stakeholder churn rates negatively impact your organization’s and association’s ability to hold on to the customers you work so hard to win. Yet far too many business models and hiring practices continue to segment and marginalize internal stakeholders into revenue generators or order-takers.

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5 Top Customer Service Articles for the Week of February 18, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. (Forbes) As the CTO of a company that streamlines customer care operations, I’ve seen firsthand how fast access to products and services, combined with seamless processes wit

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3 Critical Questions Analysts Aren’t Asking Their Stakeholders with Aaron Maass

Hero Digital

It’s a familiar scene: you’re in a meeting, and someone projects a dashboard with graphs of your marketing campaign outcomes. You can see a general upward or downward trend, but it’s hard to know where that data is coming from, why these patterns are occurring, and what to do next. Aaron Maass, our SVP of Data + Insights, is the latest guest on Lea Pica’s Present Beyond Measure podcast.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Customers Are the Ultimate Disruptors

Think Customers

For all the talk about Moore’s Law, cascading technological change, and the network effects generated by 24/7 connectivity, there is a gigantic elephant in the room that no business can afford to ignore: the customer. Because the customer, you see, has no real interest in your business model, your processes, your org charts, or the sales you make. The customer simply wants to solve some problem or to meet some need, in whatever manner is simplest and most convenient, with the least amount of f.

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The 2019 Complete Guide to Influencer Marketing eBook

NetBase

Is 2019 the year of the Instagram Influencer? It depends on who you ask. Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. Are they correct? If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start!

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An NPS Success Story

Andrew Mcfarland

Shortly after I arrived at this company, one of the first things our CEO asked me to do was look into our NPS and understand its strengths and shortcomings. He felt that the numbers he saw were high compared with.

NPS 48
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3 Reasons Why Experience Innovation Will Drive Change in 2019

Talkdesk

It’s hard to believe that Opentalk18 was already three months ago, and planning for Opentalk19 is in full swing. As I start thinking about our agenda for this year’s event, I’ve been reflecting on some of the lessons I personally carried away from Opentalk18. If you were there, you might remember hearing the term “Experience Innovation” as part of the Talkdesk keynote.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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This week in CX: Lufthansa, JPMorgan & Amazon

MyCustomer

18th Feb 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. Neil Davey. Managing editor.

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What Does a Mature DX Stack Look Like?

Topdown

Nobody wants to work on a puzzle if the pieces don’t fit together. The same idea applies to assembling digital experience (DX) technology stacks.

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Will the real data scientist please stand up?

Merkle

Data science is an emerging sector, and it’s a bit like the Wild West where rules are still being made up. Perhaps that’s why impostor syndrome – the fear of being found out to be a fraud or feeling inadequate – is so prevalent. The more experienced I become as a data scientist, the more convinced I am that we need to tame this beast once and forever.

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How to Coach Customer Service Agents with Performance Data

Playvox

“Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach). Launching a quality assurance program in your call center empowers you with a huge amount of performance data. You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Connect, communicate and reward – loyalty should earn more than points

LoyaltyPlus

Connect, communicate and reward – loyalty should earn more than points. LoyaltyPlus advises on what constitutes an effective loyalty programme strategy. An effective loyalty programme will positively influence the relationship between a service provider and the customer through rewards and incentives – but the days of offering points as the frontline reward are long gone, says LoyaltyPlus.

Loyalty 40
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Why Analytical Reading Is a Must-Have Skill

Help Scout

If you’re an experienced support manager or agent, you’ve probably read some of your junior colleagues’ answers and been surprised at the approach they have taken. You might wonder, “Didn’t he notice the customer wants to know how to buy our new software, not just what its features are?” Or “Didn’t she see that the customer had two complaints, not just one?!”.

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Connect, communicate and reward – loyalty should earn more than points

LoyaltyPlus

Connect, communicate and reward – loyalty should earn more than points. LoyaltyPlus advises on what constitutes an effective loyalty programme strategy. An effective loyalty programme will positively influence the relationship between a service provider and the customer through rewards and incentives – but the days of offering points as the frontline reward are long gone, says LoyaltyPlus.

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How to Use a Research Mindset to Avoid Huge Survey Blunders

InteractionMetrics

Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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This week in CX: Lufthansa, JPMorgan & Amazon

MyCustomer

18th Feb 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.

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The 2019 Complete Guide to Influencer Marketing

NetBase

Is 2019 the year of the Instagram Influencer? It depends on who you ask. Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. Are they correct? If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start!

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A W(h)ine About Customer Service Recovery

Confirmit

On a recent business trip, after a long day, I decided to get a glass of wine to bring back to my room while catching up on emails. The good news is that the hotel had a store where you can purchase such essentials. The bad news was that they only offer bottles of wine that require a corkscrew… Let the fun begin! To purchase any item from the store you must wait in line at the registration desk.

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How to Use a Research Mindset to Avoid Huge Survey Blunders

InteractionMetrics

Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats.

Survey 40
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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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The Future of Trade Unions – Treat Your Members Like Customers

CSM Magazine

Trade unionism continues to play a vital role in the modern employment landscape, but globalisation, automation, and flexible employment all pose risks to the way trade unions function in the modern world. How should the movement respond? The big challenge – membership numbers. The Office for National Statistics revealed that there were just 79 strikes or stoppages last year, the lowest since records began in 1891.

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Qualtrics Will be Visiting Cornell this Month!

Qualtrics

Join us on February 19, 2019 from 1-5 PM at the Baker Atrium & Portico in the Physical Sciences Building. We will be at the Job and Summer Opportunity Fair. We would love to connect with you and discuss open entry-level opportunities! Learn more about this event on the Cornell Career site. Come see how you can make an impact on day one! How do you turn a basement startup into a multi-billion dollar business?

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Bigger, Better Brandwatch: An Update on the Brandwatch/Crimson Hexagon Merger

Brandwatch CX

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