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JANUARY 3, 2019

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.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

One Millimeter Mindset

JANUARY 3, 2019

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.

Customer Retention 70

Customer Retention Sales Customers Strategy 70

Oracle

JANUARY 3, 2019

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

ROI Return on Investment Software Customer Retention 77

Kayako

JANUARY 3, 2019

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

Trends Customer Experience Ecommerce Analytics 156

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Customer Bliss

JANUARY 3, 2019

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?

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Kayako

JANUARY 3, 2019

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

Trends Customer Experience Ecommerce Analytics 120

Heart of the Customer

JANUARY 3, 2019

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.

Customers 74

Customers Communication Customer Experience 74

Customers That Stick

JANUARY 3, 2019

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.

Customer Experience 60

Customer Experience Customers Customer Service 60

Up Your Service

JANUARY 3, 2019

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.

Government 65

Government Connections Social Media Policies 65

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

Customer Experience

LiveChat

JANUARY 3, 2019

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.

Case Study 59

Case Study Chatbots Study Tips 59

Optimove

JANUARY 3, 2019

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

Sports Comparison Analysis Groups 53

Magellan Solutions

JANUARY 3, 2019

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.

Wireless 45

Wireless Software Innovation Technology 45

Playvox

JANUARY 3, 2019

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.

Contact Center 40

Contact Center Culture 40

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Magellan Solutions

JANUARY 3, 2019

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.

Wireless 40

Wireless Software Innovation Technology 40

Ascribe

JANUARY 3, 2019

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.

Analytics 40

Analytics Report 40

Quadient

JANUARY 3, 2019

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.

Leadership 40

Leadership Customers 40

Connective DX

JANUARY 3, 2019

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.

Connections 40

Connections Hospitality Healthcare Innovation 40

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Sales

Quadient

JANUARY 3, 2019

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).

Insurance 40

Insurance Company Customer Experience Communication 40

Hero Digital

JANUARY 3, 2019

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

How To Hospitality Study Tips 40

dscout People Nerds

JANUARY 3, 2019

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

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Qualtrics

JANUARY 3, 2019

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.

Software 35

Software Management Culture Employee Experience 35

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Brandwatch CX

JANUARY 3, 2019

How To 52

How To Brands 52

CXApp

JANUARY 3, 2019

Customer Experience 45

Customer Experience Customers 45

Grade.us

JANUARY 3, 2019

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

Resources 22

Resources Tools Marketing Case Study 22

Forrester's Customer Insights

JANUARY 3, 2019

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

Course Sales Industry Data 11

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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

Brandwatch CX

JANUARY 3, 2019

Social Media 106

Social Media Infographics 106

Brandwatch CX

JANUARY 3, 2019

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 101

Brands Financial Marketing Consumers 101