Wed.Aug 15, 2018

Your Keys to Outstanding Experience Design

Michelli Experience

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents.

Telling Your Customer Stories through Journey Maps

CX Journey

Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

4 CX Lessons from Unusual Places

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! ,

Live Chat: Acing the Effortless Support Experience


It’s no surprise that successful brands are built on the positive relationships they create with their customers. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Do You Know How to Calculate Your Net Promoter Score?


You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you care? I know it sounds like something from Black Mirror season three’s “Nosedive” episode. You know the one where members of Charlie Brooker’s dystopian society are judged by a numeric rating given to them by their interactions with other people – better interactions can lead to a higher rating, while bad ones lead to a lower one? It’s not just science fiction, Uber does it.

More Trending

The Convenience Question: How Easy Am I to Do Business With?


Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS).

9 Local Marketing Strategies You Can Do at Scale


The right local marketing strategy can help your business drive foot traffic and awareness in specific locations or regions. But it involves more than just stuffing your pages and descriptions with location-specific keywords then calling it a day.

What is the technology behind a true omnichannel solution?


AUGUST 15, 2018 Over the last few years, the word. Read more » The post What is the technology behind a true omnichannel solution? appeared first on Interactions Resource Center. Omnichannel

3 Common Mistakes that Negatively Impact Customer Effort Score (CES)


This guest post was contributed by Amy Etheridge , the Head of Customer Advocacy at MindTouch. She has 20 years of experience in software, including marketing, sales, success, and support. She is dedicated to understanding the holistic customer experience.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

4 Customer Support Myths to Avoid

Joe Rawlinson

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones.

CX Storytime Tale of A Delivery Most Foul

The Upsell

What if no matter what you did to better serve your customer, it didn’t matter at all? Stay tuned for a story of mixed signals, valiant efforts and broken promises.

8 Steps To Create A Quality Assurance Program From Scratch


If you're reading this, it's probably because you are growing quickly and sure enough, you've found the need to build a sturdy foundation upon which to scale your customer service support team. Customer Experience

Diversity & Inclusion at Help Scout: 2018 Update

Help Scout

Checking boxes can never fully capture the complexity of our identities. To build an inclusive company culture, however, we need to understand how people from all backgrounds feel about their workplace, so we have to ask the questions.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How Social Media Can Enhance the Customer Experience

Ann Michaels and Associates

With the explosion of social media, customer service is more important than ever and businesses are taking steps to create memorable “customer experiences”. Social media has put the power back in the hands of the customers and given them a voice to share their experiences.

Thematic is sponsoring the Digital Customer Experience Strategies Summit 2018


We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago.

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Are clients experiencing the innovative value of What We Do?

One Millimeter Mindset

Our innovative value leverages the client-focused outcomes we create. This value extends beyond our employer’s or team’s value propositions. Instead, our innovative value leverages the voice which defines us as Professionals of Worth.

Three UK improved its mobile app experience to drive add-on sales, NPS, and more


We live in a world of consumers on-the-go, where more than half of daily digital hours are spent on a mobile device. That’s why it should come as no surprise. The post Three UK improved its mobile app experience to drive add-on sales, NPS, and more appeared first on ForeSee. CX Best Practices NPS Case Stories Case Studies Client Stories Mobile

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The Importance of Humanizing ADA Compliance: Focus Indicators


Mo st developers are familiar with the dreaded mixture of frustration, confusion, and exasperation when told that a site they are working on will be need to be compliant with the Americans with Disability Act (ADA). The reason is – making a project ADA compliant often requires ripping apart the existing code and coaxing the website to meet a numerous list of requirements. However, creating an ADA compliant site doesn’t need to be this challenging.

How a Multi-Language Customer Support Empowers Your Business

transcosmos Information Systems

The internet has transformed the way humans transact and communicate, highlighting how diverse language is. Modern globalisation is the pathway that led companies to face more international clients now than before.

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Can Agencies Change Their Business Model Fast Enough?

Forrester's Customer Insights

Agencies are no longer the exclusive marketing and business partner for CMOs. CMOs bring agency work in house and aggressively manage agency fees. Global consultancies like Accenture and Deloitte target CMOs and new business and technology stakeholders with experience agency services.

My Mum Trusts Strangers More Than ‘Trusted’ Car Dealers

C Space

My Mum Trusts Strangers More Than ‘Trusted’ Car Dealers. The auto industry has a trust problem. 85% of car buyers don’t think that the car they purchased was the car for them. 72% of car buyers feel that an improved buying process would motivate them to visit dealerships more often.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How To Improve Net Promoter Score?


How To Improve Net Promoter Score? by Sam Frampton. on 16 Aug 2018. NPS Guide. How to start the cycle of Improvement. Chapter 4 NPS Guide. There are no shortcuts to improving your NPS. Growing your NPS is hard, and you won’t see results overnight. It requires a long-term effort.

Advanced Analytics for Better Customer Experiences


The whole point of advanced analytics is to tell a story that incites change in an organization from the top down. Executives have long relied on basic analytics to keep score and see where the business was tracking via key performance indicators (KPIs), but advanced analytics offers so much more.

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Tips on when to send your NPS survey


Tips on when to send your NPS survey. by Sam Frampton. on 16 Aug 2018. NPS Analysis. NPS Survey Tips. Tips on when to send your NPS survey. Chapter 4 NPS Guide. You know what a Net Promoter Score (NPS) is.

How to Be a Customer Support Hero in an IoT World

Think Customers

If you believe the hype about the Internet of Things (IoT), we are entering a world that’s seamlessly connected. From smart homes and wearables to connected cars and smart cities, the IoT enables innumerable ways for devices to share data and handle tasks on our behalf.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.