Fri.Jul 19, 2019

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? Understandably, it can be overwhelming. That’s why we’ve put together this customer experience glossary.

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.

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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.

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.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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

MaritzCX

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. View Article. Automotive

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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.

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

GetFeedback

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings.

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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.

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. Articles

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

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.

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). Articles

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How to Create Targeted In-App Messages with Gainsight PX

Gainsight

Companies are constantly releasing new products and features. But making end users aware of these new options is a big challenge for marketing, sales, and customer success teams.

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). Articles

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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.

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. Guides

Two Ways to Improve the Insurance Customer Experience

ReviewTrackers

Customer Experience

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.

eBook 57

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The Importance of Combining Your Learning Management System and Customer Support Software

Team Support

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed.

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.

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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?

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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Two Ways to Improve the Insurance Customer Experience

ReviewTrackers

Customer Experience

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.

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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.

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!

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[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

10 Customer Experience Conference Tips From the Event Pros

Smarter CX

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.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

Customer Experience: The Golden Ticket to The Billion Dollar Club [INFOGRAPHIC]

ProProfs Chat

The importance of customer experience is something that cannot be stated enough. Go back to the last time someone asked you for a recommendation about a place to eat or a store. Which sort of place did you recommend?