CX Journey
MAY 8, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well.
ClientSuccess
MAY 8, 2019
I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. I will also throw in a few runner-ups. You can also read the top 5 customer success financial metrics by clicking on the link.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Joe Rawlinson
MAY 8, 2019
A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Quite simply, poor customer service will eventually spell the end of an organization – according to the White House Office of Consumer Affairs, customers who are the victims of an unhappy experience will tell 9 to 15 people about it.
GetFeedback
MAY 8, 2019
Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. Given its significance, we conducted a global study to identify the latest customer service trends and best practices.
Advertisement
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.
QuestionPro Audience
MAY 8, 2019
Population vs Sample – the difference. The concept of population vs sample is an important one, for every researcher to comprehend. Understanding the difference between a given population and a sample is easy. You must remember one fundamental law of statistics: A sample is always a smaller group (subset) within the population. In market research and statistics, every study has an essential inquiry at hand.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
MAY 8, 2019
Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. 1. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they want friendly and knowledgeable service.
GetFeedback
MAY 8, 2019
Surveys. It’s what every company wants following a consumer’s experience with their brand. We finish a phone conversation with tech support.
NICE inContact
MAY 8, 2019
Does your company have a true understanding of what your customers want, need and think? Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? How about the latest digital channels? Or are they still most satisfied with a phone call with a competent agent? And what about your company?
GetFeedback
MAY 8, 2019
Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.
Advertisement
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.
Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.
GetFeedback
MAY 8, 2019
A global study to identify the latest customer service trends and best practices for curating and optimizing customer feedback.
ShepHyken
MAY 8, 2019
The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers.
CX Journey
MAY 8, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well.
Advertisement
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,
Avaya
MAY 8, 2019
On any given day, contact center agents at C3i Solutions may field inquiries regarding sports drinks, tires, or pharmaceuticals, just to name a few. With more than 150 diverse clients, many among the FORTUNE 500, the leading business process outsourcing (BPO) company supports over 35 million omnichannel interactions each year in 175 countries via the customer’s channel of choice.
Call Experts
MAY 8, 2019
Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. A study conducted on the Digital Customer Experience reveals that AI has the potential to significantly transform the process and most companies are already relying on these tools. 39% rise in digital sales. 45% enhancements in customer ratings. 95% growth in the numbers
Eptica
MAY 8, 2019
Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Published on: May 08, 2019. Author: Pascal Gauvrit - CTO Artificial intelligence is one of the most-talked about topics in the world today, with stories about its benefits and potential negative effects continually cropping up in the news agenda.
Solvvy
MAY 8, 2019
Meaningfully engaging with customers should be a priority for any business, but isn’t always easy. Thankfully for CX Manager Caroline Nolan, Brooklinen is taking measurable steps to improve customer relationships and is enabling its team to interact with customers in more impactful ways. In this fireside chat, hear insights from Caroline and Solvvy’s Maria Jiang on how to ensure Customer Support has a voice in determining the product roadmap, how to better position your products and
Advertisement
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?
The DiJulius Group
MAY 8, 2019
Do you really know how good your company, your locations, or departments are at customer service? The DiJulius Group has created an incredibly powerful tool, called the Company Service Aptitude Level Test (C-SAT), which not only pinpoints the Service Aptitude Level of your organization but, even more importantly, lets management know where your strengths and.
Gainsight
MAY 8, 2019
Evaluating software is tough. I’ve gone through the process more times than I can count. In the era of the subscription economy, there are tons of choices in every category and they all claim to be the best—so how do you decide? The only advice I can give is: read the reviews , read the comparisons , read the case studies , and demo everything. Sure, it sounds like work.
NetBase
MAY 8, 2019
With another of Warren Buffett’s Berkshire Hathaway annual shareholder meetings on the books, businesses everywhere are combing over insight from the “Oracle of Omaha” to guide investment decisions. But that’s not all this prolific business leader offers – his entire outlook on life is a roadmap for businesses to follow – and you can bet that top enterprises are.
Optimove
MAY 8, 2019
One of the main questions that always arise when I meet fellow marketers – maybe it’s not really a question but more of a general wonder – is “how do I know that my campaigns are bringing value to my organization?“ And in the online marketing industry, understanding the incremental revenue generated by campaigns is the eternal conundrum. Wouldn’t you love to know the monetary value generated from a campaign you executed, to make sure your efforts had a measurable impact?
Advertisement
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.
Kitewheel
MAY 8, 2019
Automotive ads have gotten creative. A Example Volkswagen Ad. Caption reads: Find danger before it finds you. Adaptive Front-Lighting System (Image retrieved from: [link]. From catchy jingles in holiday sales events to product placement in TV shows , and well as those high-priced sports campaigns, there is simply no shortage of content and messaging from automotive dealers.
Playvox
MAY 8, 2019
Building a learning program for your customer service team isn’t something to take lightly. Great customer service is crucial for any business looking to reach its full potential, and while some companies are on the right track — just over 80 percent of Americans agreed their service expectations were met or exceeded in an American Express survey — many others aren’t.
Talkdesk
MAY 8, 2019
One of my favorite cities to go to is Santa Cruz, California. We were blessed to live in the Santa Cruz Mountains for a few years and fell in love with this city. One thing we didn’t love, though, was trying to find parking, especially at the Santa Cruz Boardwalk and most beaches. Luckily, a few years ago when I went back for a visit, I discovered a parking app, which made it easier to find a parking place and to pay for it so that I didn’t have to carry a roll of quarters with me anymore.
Advertisement
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.
Prophet
MAY 8, 2019
How Leading CMOs and CDOs are Modernizing Experiences and Brands for Digital-First Customers Disruptive technologies are accelerating and reshaping the evolution of markets while also influencing customer behaviors and expectations. These events have ushered in an era of digital Darwinism, where the most adaptable and resilient brands survive and thrive.
Survicate
MAY 8, 2019
The terms survey and questionnaire are often used interchangeably, however, each serves a separate purpose. Here we will explain the variances and share tips on choosing between a survey vs questionnaire. Survey vs Questionnaire: Knowing the Difference. Although the survey and questionnaire both consist of asking questions to a group of people, knowing the difference between the two can impact your success of collecting the information you want.
Bold360
MAY 8, 2019
Cleveland Clinic is one of the world’s name-brand healthcare institutions; it attracts patients who fly in from all over the world as well as being, for many midwesterners, the go-to provider for the region. However, even this widely admired–and benchmarked–institution is subject to the hazard I call “the cliff of dissatisfaction,” the moment when a customer falls out of love (or at least out of patience) with a company due to its slow service or unwillingness to adapt to the customer’s scheduli
Expert insights. Personalized for you.
151 
Let's personalize your content