Wed.Feb 06, 2019

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How to Use Online Surveys to Re-Engage With Customers

GetFeedback

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Well, there is a way to find out and at the same rekindle the relationship that was once there.

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Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. Everyone is excited about CX, given the direct correlation with revenue and margins. But it quickly becomes challenging; companies are often lost on where to start and how to improve CX.

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Why focusing on CX is key at times of change

Eptica

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Giant businesses such as Kodak, Toys R Us and Blockbuster have all disappeared.

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Top 10 Tips for Gathering Event Attendee Feedback

GetFeedback

Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives. Even if it goes off without a hitch, the event doesn’t end when the clock strikes 12. Success is more than a day-of checklist.

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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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Relating Customer Experience to Customer Loyalty Part 3 of 3

InMoment XI

This is the last part of a three-part blog series based on the three questions I’ve been asked most frequently over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I set goals for my CX program?” If you are interested, that blog post is here. View Article.

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Customer Centricity As The Sweet Spot Of Customer Success

Customer Experience Update Submitted Articles

Customer centricity is proportional to customer success. Read on to know how you can make your organization become customer-centric with videos.

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Migrating from Zendesk to Kayako with an Automated Service

Kayako

When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process. And a qualified team is always by your side to help with any questions.

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Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerTh

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How to Implement SMS Surveys With GetFeedback

GetFeedback

Use this guide to learn how to apply and optimize this new survey distribution feature. .

Survey 150
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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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Core Values are Decision Filters

ShepHyken

I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry. My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book.

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How to Use Online Surveys to Re-Engage With Customers

GetFeedback

Use online surveys to rekindle the relationship that was once there with your customers.

Survey 150
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Top 7 Soft Skills Your Employees Need To Be Trained On

The DiJulius Group

Customer service and soft skills are not common sense, they are not innate, and people are not born with them. The quality of your customer service, and the level of your organization’s customer service, comes down to one thing and one thing only: The service aptitude of every employee you have. The most critical component. Read Full Article. The post Top 7 Soft Skills Your Employees Need To Be Trained On appeared first on The DiJulius Group.

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Be Personal, Not Pushy: How AI is Transforming B2B Selling

Bold360

Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. But all of that is changing…and quickly.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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7 Ways to Bring Creativity to Your Research For Better Results

dscout People Nerds

Creative research design is a win for researchers, participants, and business outcomes. Here are a few inventive techniques for getting the most impact out of your next project.

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What To Look For When Hiring a Customer Success Manager

Amity

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. The problem is, I don’t know what to look for or where to start. What should I be looking for?

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6 Powerful Tactics to Win Your Fight with Customer Churn

Survicate

What is the biggest nightmare that most online businesses face? If you’re thinking customer churn then you’re right. Without managing churn it’s very difficult to grow. According to Bain & Company, a 5% improvement in customer retention can boost profits by 25–95%. What does it mean? That you should invest your time, energy (and money) in developing customer retention strategies to reduce customer churn.

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Are you Making Big Changes to Avoid the Customer Experience Rut?

Second to None

Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] His take? Companies are afraid to make big changes. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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5 best open-ended questions for your customer survey – and what not to ask

Thematic

Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. Here, we share the 5 best practice questions that we have found through research, which are the most powerful by far.

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Introducing the Humans of DataStax

datastax

At DataStax, we pride ourselves on hiring the most innovative, collaborative, and hard-working people we can find, drawing on our highly distributed and global workforce to propel the company forward. With more than 65% of our employees being 100% distributed, we have the advantage of being able to pick from a global field of qualified candidates. This also gives us a diverse and interesting team, which we will now be featuring in a series of videos called “Humans of DataStax.”.

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The Top Soft Skills To Train Your Employees | The DiJulius Group

The DiJulius Group

Customer service and soft skills are not common sense, they are not innate, and people are not born with them. The quality of your customer service, and the level of your organization’s customer service, comes down to one thing and one thing only: The service aptitude of every employee you have. The most critical component. Read Full Article. The post The Top Soft Skills To Train Your Employees | The DiJulius Group appeared first on The DiJulius Group.

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One of 2019’s Top Retail Trends: Drop Culture

Oracle

From burger joints to boutiques, savvy retailers are focused on pampering their customers and not simply meeting — but exceeding — their expectations. Too much same-old, same-old makes retail seem stale. The drop model, one of the hotter retail trends in 2019, creates a buzz about products even before they are launched. Special releases are available for only a limited time, creating a customer atmosphere that is meant to be controlled chaos: fun and surprising with a clear purchasin

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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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Streamline your employee absentee process with a call out hotline.

Call Experts

In an ideal world, employees would never miss work without prior warning. Advance notice for time off allows managers and supervisors to prepare for absences and avoid understaffed departments. However, last-minute call-outs happen, emergencies are not always predictable, and even the most reliable employees miss work. It is essential to map communications through call-out lines while eliminating the stress associated with complicated issues.

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Customer Service Management: It’s Time to Change the Metrics

CSM Magazine

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service.

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Implementing an Intelligent Virtual Assistant: Understanding “DIY” vs. Vendor Approach

Interactions

There’s no question that companies who implement a conversational AI solution for their customer care strategy are making the right choice. Per a recent PwC survey of 1,000 business executives who’ve already invested in AI, 46% expect AI to create better customer experiences while 38% expect it to offer significant operational cost savings. Intelligent Virtual Assistants (IVAs) have proven to transform customer care while reducing operational costs for companies in a variety of industries.

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4 Reasons Why Call Tracking is Crucial to Your Customer Service Targets

CSM Magazine

The approach to customer service has completely shifted in recent years. Now, 54% of customers have higher expectations for customer service compared to one year ago, which has left many organizations reviewing their operations to meet targets. However, no two organizations are the same. Each has their own targets to meet and challenges to face, so making data-driven decisions is key.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Three Lessons Learned in Data Governance at DOTs

North Highland

In January, members of the North Highland transportation team had the opportunity to attend the annual meeting for the Transportation Research Board. It was an information-packed program with more than 13,000 transportation professionals from around the world. One of the key topics discussed was data governance, particularly for Departments of Transportation.

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What's the difference between selling 'stuff' and selling experiences?

MyCustomer

Engagement. Are you selling 'stuff' or selling experiences?

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Tuft & Needle Disrupts the Mattress Industry with Exceptional Customer Experience

Talkdesk

Traditional mattress shopping can be painful. You are trying to buy the perfect mattress that you will be spending one-third of your day on, but you have to deal with an aggressive sales rep who is trying to hit his/her quota, the many options that are available and pricing, which is typically quite high. In 2012, one mattress company decided to change these perceptions and disrupt the mattress industry.