Thu.Jan 03, 2019

article thumbnail

Use Voice of Customer (VOC) Data to Improve Customer Service

GetFeedback

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.

article thumbnail

It’s too early to worry about retaining Customers, isn’t it?

One Millimeter Mindset

Now, how do you expect me, of all people, to answer this question? It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Because a customer’s retention experience starts long before that customer is acquired.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The Hidden Side of CX Enhancements That Boosts ROI and Investment Payback

Oracle

Customer experience (CX) professionals have acknowledged for years that customer expectations are on the rise and aren’t going to be lowered anytime soon. They’re on an ever-moving escalator. If you think about it, you never really reach the top of an escalator; it just keeps going up and up and up, continually repeating its perpetual ascent.

ROI 77
article thumbnail

3 Customer Experience Trends to Watch Out For in SMBs

Kayako

Increasingly, small and medium businesses have a ready-to-go customer experience strategy. If this is the case with you as well – don’t worry. It’s still not too late to get in on CX and reap its benefits. It’s still a relatively new field but that’s not to say it’s an easy strategy to develop. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 156
article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Deliver Education and Be Transparent with Customers

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

More Trending

article thumbnail

3 Customer Experience Trends to Watch Out For in 2019

Kayako

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. If this is the case with you as well – don’t worry. It’s still not too late to get in on CX and reap its benefits. It’s still a relatively new field but that’s not to say it’s an easy strategy to develop. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have e

Trends 120
article thumbnail

New Year Must-Reads from Heart of The Customer

Heart of the Customer

As you head into the new year, here’s some Heart of the Customer favorites to add to your 2019 reading list. Corey Pawlak She’s Not Mad. She’s Just Not Using Exclamation Points was a fun read, written by a woman who quit “cold turkey” using exclamation points in her communications for a month and the responses […]. The post New Year Must-Reads from Heart of The Customer appeared first on Heart of the Customer.

article thumbnail

The Customer Experience New Year Not To Do List

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

article thumbnail

Making Melbourne a Better City by Connecting People with “The Government You Can Touch”

Up Your Service

Ron Kaufman with Colin Fairweather and Daniela Mazzone at Dreamforce. The City of Melbourne, Australia is ranked as one of the most liveable in the world. This award-winning lifestyle is fueled by a delightful blend of friendly people, global culture, and amazing food and coffee. Most people don’t think about what goes on behind-the-scenes when they consider the pleasures of good city living.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

article thumbnail

12 Killer Posts We Published in 2018 on LiveChat Blog

LiveChat

The end of the year is the time when you sum the past year, thinking about your ups and downs, (trying not to focus too much on downs, I hope). Yet another year has passed, you’re a year older person, but it’s a good thing! Just think about the things you’ve learned and achieved this year. It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you.

article thumbnail

All I Want After Christmas: Going Places with December’s Traffic

Optimove

Christmas – not only a time to spend with your family and loved ones, sharing the warmth by the tree and the overall feeling of hope and new beginnings. It’s also the time for festivities, clearly and repeatedly demonstrated by the sports and gaming industries. Football leagues around the world enjoy the craziness of four rounds of fixtures in 10 days, drawing many bettors.

Sports 53
article thumbnail

The Growing Importance Of Technical Support In Schools

Magellan Solutions

The importance of technical support in schools heightens as the world continues to embrace digital innovations. Gone are the days when teachers dwell on textbooks alone. The generation of students today learned how to use devices at a very young age, which is comparatively faster than other age groups. With that in mind, it is obvious that traditional teaching styles can hardly capture their interest.

article thumbnail

No contact center can afford to neglect its quality assurance (QA) process

Playvox

We all know what’s it’s like to be put on hold for several minutes, wondering how much longer we’ll have to wait before someone finally answers the phone. The best contact centers work hard to accommodate large volumes of calls and minimize the amount of time you spend in a queue, but sometimes even a brief delay is unavoidable.

article thumbnail

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.

article thumbnail

The Growing Importance Of Technical Support In Schools

Magellan Solutions

The importance of technical support in schools heightens as the world continues to embrace digital innovations — most particularly in schools. Gone are the days when teachers dwell on textbooks alone. The majority of students today were born on the digital age. This is the generation who learned how to use devices at a very young age which is comparatively faster than other age groups.

article thumbnail

Exclusive Forrester report shares six questions to ask before diving into text analytics

Ascribe

Ascribe shares the Forrester Research report, “Q&A: Six Questions to Ask Before Diving into Text Analytics” by Boris Evelson and Elizabeth Cullen. Download the report to learn more. The post Exclusive Forrester report shares six questions to ask before diving into text analytics appeared first on Ascribe.

article thumbnail

Customer Blog: Preparing an executive demo of Quadient® Inspire

Quadient

Congratulations! Your months of planning, dedication and hard work lead to the successful implementation of your Quadient Inspire solution! Now that you’re done, senior leadership wants a demo, to see what all this fuss has been about. You have 15 minutes next week to present the solution, justify the effort and build enthusiasm for the next phase of the implementation.

article thumbnail

Building Strong Digital Experiences with Connective DX and Mayo Clinic

Connective DX

One of the fun parts of writing an annual benchmark report on the digital strength of some of the best hospitals in the U.S., is the chance it gives me to get to know some great digital and innovation teams, and the stories behind the work featured in my coverage. Please join me for a free educational webinar on January 9th, when Lee Aase of Mayo Clinic and I will discuss this year’s HDX-15 report and their work as innovative healthcare leaders.

article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

Why Insurance Companies Need to Mind the Gaps When It Comes to Customer Experience

Quadient

Anyone who has ever had to make an insurance claim knows that even when it’s a minor claim it’s an inconvenience. The arrival of digital has improved the process significantly -- from digitizing communications to automating processes (digital has transformed how insurers operate and how they communicate).

article thumbnail

How to Optimize Your Content for Voice Search

Hero Digital

Did you know that one in six Americans use voice assistants? More than 39 million people across the United States own a voice-activated smart speaker, and that number is expected to continue to grow. If you haven’t already begun thinking about how to optimize your content for voice search, now is the time. Like search engines, voice agents have their own algorithms and nuances, and they all have to be taken into consideration for a well-rounded voice search strategy.

How To 40
article thumbnail

The Top 10 Ways we Made dscout Better, Faster and Easier to Use in 2018

dscout People Nerds

With platform improvements big and small: here are 10 of the upgrades we’re proud to deliver from 2018.

40
article thumbnail

My Qualtrics Experience – Scott Larsen – Manager, Software Engineering – Provo

Qualtrics

At Qualtrics we believe in experiences. We want to provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. Employees can decide when, where, and how to have this experience and then let us know what they learned. This story is part of a ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.

article thumbnail

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

article thumbnail

Greggs: How to Launch a Vegan Sausage Roll

Brandwatch CX

How To 69
article thumbnail

The State Of Customer Experience In 2019

CXApp

article thumbnail

Forrester + SiriusDecisions

Forrester's Customer Insights

Today Forrester closed the deal to acquire SiriusDecisions. SiriusDecisions helps business-to-business companies align the functions of sales, marketing, and product management; Sirius clients grow 19% faster and are 15% more profitable than their peers. Leaders within these companies make more informed business decisions through access to industry analysts, research, benchmark data, peer networks, events, and continuous learning courses, while their companies […].

Course 11
article thumbnail

58 Incredible and Interesting Twitter Stats and Statistics

Brandwatch CX

Ever since the first Tweet was sent, Twitter has been clocking up some impressive numbers. There is a library’s worth of Twitter stats, facts and figures out there on the internet, so we’ve collected the very best for your reading pleasure. Whether you’re looking for some stimulating reading with your morning coffee, a self-confessed data geek, or a marketer who wants to understand how Twitter can help your brand, we’ve got the Twitter stats for you.

Brands 111
article thumbnail

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

article thumbnail

Event Marketing Resources from 2018: Blogs, Tools, and Experts

Grade.us

Sure, we've officially waved bye-bye to 2018, but that doesn't mean we can't take advantage of all the great stuff that came out of last year. Especially since this year isn't really old enough yet to have produced anything at all. Some studies suggest one good event does more to create new customers than every other marketing technique out there. You can't ever quit digital marketing (for one thing, you have to use it to promote your events), but shaking things up with experiential marketing re

article thumbnail

The Latest Social Media Image Sizes Guide

Brandwatch CX