Kristina Evey

SEPTEMBER 13, 2018

Frustration Drives People Away. I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water.

Customer Experience 243

Customer Experience Conference Customers Connections 243

AskNicely

SEPTEMBER 13, 2018

Dear Abby, For my NPS survey, should I follow up with all detractors or just the lowest scoring ones? A Detractor is A Detractor. I’ve noticed during check-ins with my clients that while they’re following up with their detractors, they’re actually only reaching out to the 0’s through 3’s. That’s an understandable inclination, but, in reality, a 6 can hurt you just as much as a 0.

NPS 150

NPS Net Promoter Score Survey Feedback 150

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. In today’s episode, we’re continuing the conversation around journey mapping by revisiting two conversations I’ve had with previous guests on the show.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

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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

InMoment XI

SEPTEMBER 13, 2018

In today’s service-obsessed world, community and citizen expectations are rising. Ameren Missouri has been acutely aware of the fact that they need to compete with new trends, employee needs, control operational costs, and implement modern technology to help them better serve their customers. Join us on September 20thfor a webinar with Ameren Missouriin which they.

Culture 200

Culture Trends Technology Customers 200

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting capacity, all around the world.

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

AskNicely

SEPTEMBER 13, 2018

?. For Katie Bullard — Chief Growth Officer at DiscoverOrg , the leading marketing and sales intelligence provider — it took years of miserable holiday shopping experiences to recognize a truly great one. That moment came from a simple gesture at a busy Crate & Barrel store. To ease holiday stress, employees began handing out delicious peppermint bark to customers waiting in line.

Net Promoter Score 150

Net Promoter Score Video B2B Sales 150

GetFeedback

SEPTEMBER 13, 2018

When you decrease customer churn, it leads to more than repeat customers and referrals. It keeps your brand reputation in check. Learn how to do it.

How To 150

How To Customers Brands 150

Uniphore

SEPTEMBER 13, 2018

Top 5 Processes that RPA can Master Best. Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms.

Software 145

Software Report System Data 145

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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

Experience Matters

SEPTEMBER 13, 2018

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. Over the next couple of months, we plan to hold free webinars in the following areas: September 18: Industry CX Spotlight: Banking September 20: Industry CX Spotlight: Airlines September 27: Industry CX Spotlight: Rental Cars October 5: Industry CX Spotlight: Hotels October 10: Industry CX Spotlight: Health Pl

Groups 120

Groups Industry Airlines Hotels 120

Beyond Philosophy

SEPTEMBER 13, 2018

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

Wireless 83

Wireless Telecommunications Brands Loyalty 83

Northridge Group

SEPTEMBER 13, 2018

Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile.

Analytics 88

Analytics Data Customer Experience Customers 88

Wootric CX Blog

SEPTEMBER 13, 2018

The potential for machine learning to elevate the customer experience has everyone buzzing. But AI-powered text and sentiment analysis may not be worth it for everyone. It is certainly not a cure-all for your CX woes, but it is an incredible solution for specific problems that CX pros may face. Enhancing a mature CX program with analytics software. For those of you considering text and sentiment analytics, you’ve probably already got a customer experience strategy and a Voice of Customer listeni

Analytics 81

Analytics Tips ROI NPS 81

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Tips

Alliance by IFS

SEPTEMBER 13, 2018

How do you become a best-in-class field service organization (FSO)? What do the top performers do differently to address today’s challenges, and how can your FSO emulate their best practices? Watch the recording of our webinar with Bill Pollock of Strategies for Growth to find out! “ How the Top Performing Field Service Organizations Address Today’s Challenges ” was recently recorded live to bring you the results from a survey of nearly 500 field service companies from around the globe.

Customer Satisfaction 75

Customer Satisfaction Survey Strategy Industry 75

One Millimeter Mindset

SEPTEMBER 13, 2018

Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. First, the industrial Internet of Things (Industry 4.0 or #Industry40) business environment includes processes, software interfaces, equipment and machinery and people. Next, each of these critical components are required to communicate and collaborate with each other.

Leadership 71

Leadership Communication Industry Knowledge Base 71

ReviewTrackers

SEPTEMBER 13, 2018

Introduction: Consumer Insights. For many of today’s business organizations, obtaining consumer insights has become one of the most important strategic priorities. This allows them to understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions. Consumer insights also empower businesses to think and become customer-first: an essential ingredient to success in today’s connected world.

Consumers 62

Consumers Social Media Trends Call Center 62

Survicate

SEPTEMBER 13, 2018

SAAS with. 30+ employees. Survicate customer since: October 2017. Survicate features used: Intercom Integration. Email surveys. See all Survicate features. With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company’s rapid growth. Logojoy is an online logo maker created in response to the time-consuming process entrepreneurs go through when creating a logo.

ROI 61

ROI Case Study Survey Feedback 61

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

Integrity Solutions

SEPTEMBER 13, 2018

No two people on your Sales team are the same. Coach accordingly… You’ve been coaching one of your salespeople and you think you’ve made good, clear points. You explained what needs to come next. And you’ve discussed what they need in exactly the way you understand it. Yet they’re still not following through. They’re still not growing. They’re still not executing on the plans, and they’re still not getting the results you expected.

Sales 61

Sales Communication Training Meeting 61

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. This places them firmly alongside Apple as the only two companies in this staggering space.[1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program.

Retail 54

Retail Brands Fashion Voice of Customer 54

Keste

SEPTEMBER 13, 2018

Having already done the “Five tips for a successful CPQ implementation project” mentioned in the first blog of this series you are well on your way to being prepared for the next step: the actual CPQ implementation. However, what happens when something affects your preparation?

Tips 53

Tips Examples 53

Russel Lolacher

SEPTEMBER 13, 2018

What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move. And so it begins…. The Story. ACT ONE: The aroma, the clarity, the head, the smoothness, the dryness, the bitterness… all the makings of a good beer.

Social Media 48

Social Media Management Groups Travel 48

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Training

Happy or Not

SEPTEMBER 13, 2018

More than half million HappyOrNot Smiley Terminal™ feedbacks collected in less than a year and the vast majority have been positive! West Palm Beach, FL: Enhancing guest experience is a priority for the Greater Columbus Convention Center (GCCC) and installing the HappyOrNot service has helped the facility improve and retain high levels of guest satisfaction. […].

Guest Experience 51

Guest Experience Feedback 51

Russel Lolacher

SEPTEMBER 13, 2018

What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move And so it begins… The Story. The post CX Storytime Tale of The Man Who Should Not Move appeared first on The Upsell.

Customer Experience 48

Customer Experience Social Media Customers Management 48

Playvox

SEPTEMBER 13, 2018

In a world where customer service is at the core of business relationships, it is essential to pay particular attention to call center training ideas. Here, there is a multitude of valid choices that can be made to establish and enhance the quality of the call center delivery, and yet some companies persist in relying on the same outmoded and ineffective approaches that render them at most mediocre in the delivery of care for the customer.

Call Center 41

Call Center Training Customer Service Company 41

Russel Lolacher

SEPTEMBER 13, 2018

What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move. And so it begins…. The Story. ACT ONE: The aroma, the clarity, the head, the smoothness, the dryness, the bitterness… all the makings of a good beer.

Social Media 40

Social Media Management Groups Travel 40

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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?

Customer Experience

Bizagi

SEPTEMBER 13, 2018

Today we are announcing some important changes to Modeler Collaboration Services, Bizagi Engine, and Bizagi Cloud PaaS. . Here are five questions and answers to help you understand what these changes mean to you: . What’s Changing? . Over the last few months, we have been working tirelessly to bring some changes to benefit our global community of process professionals.

Government 40

Government Interaction Meeting Consumers 40

Ascribe

SEPTEMBER 13, 2018

Ascribe helped Ipsos become more efficient without compromising accuracy of coding open-ended survey responses. Read more…. The post IPSOS increases productivity & accuracy with Ascribe Coder appeared first on Ascribe.

Survey 40

Survey Case Study Study 40

Optimove

SEPTEMBER 13, 2018

“Since AI and predictive analytics are becoming more necessary, I would suggest marketers familiarize themselves with this fields and learn how to harness the power of machine learning innovation in their strategy.” – Pini Yakuel, Optimove. The post 18 Continuous Learning Ideas For The Forward-Thinking Professional appeared first on Optimove.

Analytics 40

Analytics Innovation Strategy Marketing 40