Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedba

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

Beyond Philosophy

OCTOBER 23, 2017

When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.”. That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy.

Marketing 130

Marketing Consulting Government Policies 130

Wired and Dangerous

OCTOBER 23, 2017

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with consistently creating a great “5-star” customer experience. Putting a puzzle together begins by looking at the picture on the front of the puzzle box. Great service begins with a clear picture of what the experience should be like consistently across the customer’s entire journey.

Customer Experience 115

Customer Experience Customers Customer Expectations Tools 115

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Most Costly Mistake In Business by Vala Afshar. (Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide sta

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

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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

mopinion

OCTOBER 23, 2017

The online customer journey in retail is going through a major transformation. Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process. This is a shift that many suspect will demand more from online […].

Retail 76

Retail Feedback How To Customer Journeys 76

Amity

OCTOBER 23, 2017

The number one thing to understand when looking at new ways to be productive is that no two people operate the same. Some tips will help guide you but the solution is to tailor your time management techniques to your personality, business, and even learning style. Below are some things to keep in mind as you reclaim control in what can seem like day-to-day chaos.

Customer Success 65

Customer Success Management Meeting Customers 65

Bob Hayes

OCTOBER 23, 2017

Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

Genroe

OCTOBER 23, 2017

Nowhere is this more true than your customer relationships. It is at the heart of Net Promoter Score … or any customer feedback program for that matter. I knew from experience that it’s easy to believe you have an NPS program operating at or close to maximum effectiveness when you: start seeing the customer feedback […]. The post 121 Attributes of High Performing Net Promoter Programs appeared first on Genroe.

Net Promoter Score 66

Net Promoter Score NPS Customer relationships Feedback 66

Very Best Service

OCTOBER 23, 2017

Good customer service will help grow customer trust Gaining customer trust, confidence and loyalty is the aim of many companies hoping for repeat purchases and growing customer lifetime value. However, with the development of technology, comparator websites, review sites and pinpoint accuracy marketing techniques, your customers are constantly solicited by the competition enticing them with special offers and the like to try their products and services.

Customer Service 61

Customer Service Customer Satisfaction Customers Metrics 61

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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

Amity

OCTOBER 23, 2017

Amity's email templates and rules engine are the power couple of proactive Customer Success Management. Learn how to create beautiful email templates to drive adoption and reduce churn at scale. Creating an Email Signature. Adding email signatures to your templates is a great way to personalize your customer communications and build personal relationships at scale.

Customer Success 48

Customer Success NPS Customer Centricity Software 48

Verint

OCTOBER 23, 2017

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more shared resource from the IT group? The intelligence created through customer engagement and customer experience initiatives can facilitate quick, informed decision making, drive positive customer and

ROI 51

ROI Customer Engagement Engagement Banking 51

Strativity

OCTOBER 23, 2017

Richard H. Thaler of the University of Chicago, my Managerial Decision-Making Professor when I was in business school at Chicago Booth, was awarded the Nobel Memorial Prize in Economic Sciences on Monday, October 9 for his pioneering work in behavioral economics. Behavioral economics, unlike classical economics, does not assume that people behave rationally and make rational decisions.

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customer Experience Design 45

COPC

OCTOBER 23, 2017

Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are offering those channels, and what their long-term channel strategy should be. Even though it is easy to get excited about offering the latest and greatest channel solutions to customers, it is advisable to take a step back and view things from the customer’s perspective when developing a channel strategy.

Customer Centricity 40

Customer Centricity Strategy Exercises Examples 40

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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,

Tips

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. How To Design Customer Experiences To Create Fans. Tina Gentile, Worldwide Competitive Customer Insights Leader, Microsoft.

Customer Experience 40

Customer Experience How To Video Government 40

Comm100

OCTOBER 23, 2017

Introduction. Halloween is just around the corner, and people all over the world are scrambling to plan costumes, hang decorations, buy candy, and RSVP to Halloween parties (and, those who have kids are rushing to plan for them as well!). Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers.

Customer Service 28

Customer Service Customer Service Training Training Groups 28

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. How To Design Customer Experiences To Create Fans. Tina Gentile, Worldwide Competitive Customer Insights Leader, Microsoft.

Customer Experience 40

Customer Experience How To Video Government 40

Alida

OCTOBER 23, 2017

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. At the Customer Intelligence Summit , three customer-led companies shared how they are making ROI measurement a reality. The session featured Lindsey Colella, associate director of insights integration at Sun Life Financial, Eileen Chen , consumer insights specialist at Keurig Canada, and Em

ROI 153

ROI Customer relationships Insurance Advertising 153

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

ERDM

OCTOBER 23, 2017

Article by Ernan Roman Featured on CustomerThink.com Summary For years brands told consumers “YOU play by OUR rules.” Now, innovative companies are transforming themselves and developing new products/services built specifically to deliver on the changing needs of customers. Consumers are increasingly disconnecting from brands that do not go the extra mile to understand their needs and are flocking to brands that do take the time to understand them.

Innovation 40

Innovation Company Multi-Channel Consumers 40