Fri.Jul 19, 2019

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What is Customer Experience? 20 Customer Experience terms, definitions, and resources

delighted

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And how do you improve it? And what about all these other acronyms customer experience experts toss around? NPS, VoC, DCX, CSAT?

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7 Customer & Employee Experience Tactics to Implement at the Start

Customer Bliss

This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, I’m replaying a compilation of some snippets of conversations from past episodes. I know how much you all love when we get straight to the facts and tactics, so I think you’ll really appreciate the tips that come from CX leaders when they answer the question, “how did you assess the work that needs to be done?”.

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3 Gamification Types to Use in Your Contact Center

NICE inContact

How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line.

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How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We all feel it. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations.

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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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Automakers Focusing More Attention to “Retention/loyalty”…But Can Dealers Deliver at the Customer Facing Level?

InMoment XI

There’s a change going on with automakers! For the first time, automotive OEMs are creating and implementing proprietary customer loyalty programs for their dealer network. Those programs are anchored by redeemable rewards points and aimed at keeping customers in the dealership “loyalty loop.” And car makers are even funding entire programs…one has even deposited $210.

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More Trending

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How to Manage Company Politics

Beyond Philosophy

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. It is a bit shocking considering their significance in the corporate world.

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How to Run a Successful Voice of the Customer (VoC) Program

GetFeedback

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. This guide will teach.

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Guest Blog: [Infographic] How Artificial Intelligence Can Help Your Brand Deliver a Better Customer Experience

ShepHyken

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. 44% of customers are frustrated when companies fail to deliver relevant, personalized shopping experiences. – Accenture Strategy Global Consumer Pulse Research.

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How to Prove the ROI of Your Voice of the Customer (VoC) Program

GetFeedback

Four steps to proving the ROI of your Voice of the Customer (VoC) program and its value to your company's customer experience (CX).

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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10 Customer Experience Conference Tips From the Event Pros

Oracle

Are you bound for a customer experience conference this year? The SmarterCX team and I are fortunate to cover customer experience events across the country, speak with CX leaders, see the latest CX tech, and also work with talented events staff who make it all happen. If you’re a CX professional, like our team, you’ve probably “worked” many of these events as a keynote speaker, exhibitor, or in another official capacity.

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So führen Sie ein erfolgreiches VoC-Programm durch

GetFeedback

Die Stimme des Kunden (Voice of the Customer, VoC) ist die zentrale Grundlage eines jeden erfolgreichen Kundenerlebnisprogramms.

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Our guide to the California Consumer Privacy Act CCPA

Customercount

A CustomerCount guide to the CCPA which may affect your business, your website, and most importantly, your customers with effect from Jan 1, 2020. Continue reading → The post Our guide to the California Consumer Privacy Act CCPA appeared first on CustomerCount.

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How to Launch the Best Voice of the Customer (VoC) Program

GetFeedback

How to launch a Voice of the Customer (VoC) program that will improve your customer experience (CX) across the organization.

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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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CSM Confidential – Part 1: Difficult Customer Conversations

ChurnZero

CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. .

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How To Take Action With Your Voice of the Customer (VoC) Data

GetFeedback

How to take action on your Voice of the Customer (VoC) data to optimize your results and improve customer experience (CX).

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5 Tips For Developing A Successful Instagram Marketing Strategy

NetBase

Instagram is the place to be for brands right now, assuming you have anything visual whatsoever to talk about. And even if you don’t, it’s time to change that. Here’s why – and how, with five tips for developing a successful Instagram marketing strategy. Take notes! Tip #1: Throw Expectations Out The Window To Uncover The Unexpected. When evaluating any social site, it’s important to understand its demographics.

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Comment réussir son programme Voix du client (VoC)

GetFeedback

La Voix du client (VoC) est le fondement essentiel de tout programme d’expérience client réussi.

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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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Sample Size Calculator

Qualtrics

How many people do you need to interview to get results representative of the target population with the level of confidence that you are willing to accept? Sample Size Calculator. Qualtrics offers a sample size calculator online that can help you determine your ideal survey sample size in seconds. Just put in the confidence level, population size, margin of error, and the perfect sample size is calculated for you.

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Dog Days of the Contact Center: 5 Tips to Get More Contact Center Treats

Talkdesk

Woof! . This is Caramel, and I am here to end your contact center dog days. Did you miss me since my last post? Today we will talk about one of the main factors in your contact center’s success: your owner at the company, or as you call it, your manager. Your manager tells you what to do, guides you through your job and gives you feedback. Treats are also welcomed.

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5 Ways to Formulate the Research Problem

Qualtrics

Before you get started with any form of market research it’s important that you understand what a marketing research problem is and how to formulate one. Once you understand the problem you are researching you can start creating research surveys for free with Qualtrics. Definition: What is a research problem? A research problem is a definite or clear expression [statement] about an area of concern, a condition to be improved upon, a difficulty to be eliminated, or a troubling question that

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Measuring the Success of Your Product Initiatives With Gainsight PX

Gainsight

Chances are you’ve heard the saying, “‘Everyone wants change, just not for them.”. If we’re being honest, we can all agree that the one constant in life is change—yet managing change can be difficult. Will the new thing be better than the old thing? What will I have to relearn or rethink with the new thing? Even if all the parties involved know that the change is overwhelmingly for the better, it can still be tough to manage the process.

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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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Campaigns We Love: Busch hides ‘Pop Up Schop’ somewhere in a National Forest

Gravy Analytics

Busch’s new ad campaign, “Pop Up Schop” , highlights the company’s commitment to the environment with its pop up shop in the middle of a national forest and a promise to plant 100 trees for every person that attends. Interested consumers start by following @buschbeer on Twitter ; between July 16-20, Busch will post clues to the location of the pop up hidden deep in the forest.

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Understand The Location Intelligence Tech Landscape And Get Over Your Maps

Forrester's Customer Insights

Our most recent location intelligence (LI) research takes a deep dive into the LI landscape. The report titled, “Now Tech: Location Intelligence Technologies, Q3 2019,” analyzes 34 different players in the location intelligence market. We describe the key capabilities, the emerging market categories, and how the main LI players break down based on their tech […].

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MRM Research Roundup: Mid-July 2019 Edition

Gravy Analytics

New data from Gravy Analytics compares foot traffic at major restaurants and fast-food chains serving Impossible Burger and Beyond Meat products. One of the key findings: restaurants serving the Impossible Burger appear to generally outperform those serving Beyond Meat products year-over-year. Impossible or Beyond? New data from Gravy Analytics compares foot traffic at major restaurants and fast-food chains serving Impossible Burger and Beyond Meat products.

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Two Ways to Improve the Insurance Customer Experience

ReviewTrackers

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Does Your Executive Team Understand Staffing Tradeoffs?

Brad Cleveland Blog

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment.

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Two Ways to Improve the Insurance Customer Experience

ReviewTrackers

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How To Take Action With Your Voice of the Customer (VoC) Data

GetFeedback

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. We’re constantly learning what we’re good at and where we may want to consider our life choices and make a change.

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