InMoment XI
MARCH 1, 2018
So, you’re out for an evening at the mall and when you return to your vehicle, it won’t start. Or, like the woman above, your vehicle starts sputtering as you’re driving, the “check engine” light comes on and you’re fortunate enough to pull to the median inside emergency lane of a busy freeway where it. View Article.
QuestionPro Audience
MARCH 1, 2018
It’s safe to say Snapchat probably wishes Kylie Jenner was still under her self-imposed social media hiatus. Last Wednesday, she tweeted to her 24.5 million followers: “sooo does anyone else not open Snapchat anymore? Or is it just me… ugh this is so sad.” Shares of Snapchat’s parent company, Snap Inc., sank 6.1% on Thursday, costing Snap $1.3 billion (yes, billion ) in market value.
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InMoment XI
MARCH 1, 2018
So, you’re out for an evening at the mall and when you return to your vehicle, it won’t start. Or, like the woman above, your vehicle starts sputtering as you’re driving, the “check engine” light comes on and you’re fortunate enough to pull to the median inside emergency lane of a busy freeway where it. View Article.
Customer Bliss
MARCH 1, 2018
How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together. Still relatively new to his role at Cedars-Sinai, Alan walks us through the steps he took to define his position and lead a patient experience transformation throughout the hosp
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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.
GetFeedback
MARCH 1, 2018
NPS, CSAT or CES? Which metric should you use to measure customer satisfaction? Here's a quick guide to give you the pros and cons of each.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
MARCH 1, 2018
It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. Additionally, global customer experience benchmarking studies confirm that communication providers are lagging well behind companies in other industries. Stratmetrix.com are conducting a study in the UK, seeking to understand which telecommunication service providers explicitly have which customer experience iss
Customer Guru
MARCH 1, 2018
At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations in delivering unparalleled experiences to their customers and creating raving fans for themselves.
Heart of the Customer
MARCH 1, 2018
I am very excited to announce that an eBook co-authored by Jim Tincher as well as fellow CX experts Kaan Ersun and Nicole Geosits is now available for download! Whether you’re new to CX or are well-versed in the subject matter, I urge you to have a look. You can download it for free HERE. In […]. The post FREE eBook: The Three E’s of a Game-Changing Customer Experience appeared first on Heart of the Customer.
Customer Guru
MARCH 1, 2018
At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations in delivering unparalleled experiences to their customers and creating raving fans for themselves.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Amity
MARCH 1, 2018
For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity.
Up Your Service
MARCH 1, 2018
There are 5 reasons, all perfectly aligned. 1. Uplift Customer Experience. The book is filled with principles and practices that really work, ideas, illustrations, and examples from all over the world. 2. Uplift Service Providers. Provide insights and activities that build pride and improve internal service. 3. Uplift Company Culture. Create an environment that educates, engages, and encourages every employee to step and deliver better service results. 4.
Enalyzer
MARCH 1, 2018
What if we told you that with Enalyzer’s surveys and reports you can implement and track your employee experience in a cost-effective way? Before we get into it, let’s talk about why it’s important. Companies with a strong base of loyal customers have one thing in common: highly engaged employees. If your employees are engaged, they will perform at every level, delivering a better product and customer service to your customers.
UJET
MARCH 1, 2018
Happier agents mean happier customers—and since that's the goal of your contact center, making it a more fun place to work can only benefit everyone involved. Utilizing the right strategies to improve the convenience and comfort of working at your facility will create happier agents who are more likely to stay with your business long-term, provide better customer service for your customers, and create a cheerful working environment.
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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
Magellan Solutions
MARCH 1, 2018
Despite slightly slowing in 2017, the Philippines maintains its position as the fastest growing country among the emerging economies in the Southeast Asian region. The full-year GDP growth averaged 6.7 percent, which is only 0.2 percent short than the 6.9 percent recorded in 2016. Nonetheless, it still met the 6.5 to 7.5 percent target for 2017. Socioeconomic Planning Secretary Ernesto Pernia noted that despite the moderate decline, it was still a good performance “given the fact that it is alre
Oracle
MARCH 1, 2018
U.S. consumers hold 3.8 billion memberships in loyalty programs, according to the COLLOQUY Loyalty Census. That means, on average, every person in the U.S. is a member of over 10 loyalty programs. The challenge? To build customer loyalty, brands must remain relevant and create an emotional connection in order to retain their customers’ interest, otherwise they are a click away from being forgotten.
iPerceptions
MARCH 1, 2018
When it comes to people’s expectations of the Customer Experience (CX) , the research always seems to show either (or both) of these common themes: more people want content that’s tailored to their specific needs and context, and they want the ability to access that content using whichever device they want.
Informedy
MARCH 1, 2018
What did 2017 Teach Us about CX? Post-purchase interactions with customers took the spotlight in 2017 and remain a priority to manage in 2018. Why? Research conducted by leaders like IBM and Euromonitor identified the power of positive post-purchase engagements.
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.
Up Your Service
MARCH 1, 2018
We often hear leaders say they want their companies to provide consistency in service delivery. Everyone providing the same service, the same way, with reliable people who consistently follow procedures that can be planned, tracked, and improved. We have a different point of view. Especially if your customers are not exactly the same, across various geographies, ages, levels of experience, or other interests.
Confirmit
MARCH 1, 2018
ENGAGE works with a wide range of leading brands and organizations across the UK, Europe, the US and at a global level, all of whom trust the organization with their most valuable asset: their people. One such client is the UK’s largest retail general insurer which owns a range of brands delivering insurance services to millions of customers through multiple channels.
Maru/HUB
MARCH 1, 2018
Customers have come to expect a consistent, seamless experience every time they engage with your company. So, what’s the secret? A multi-channel approach. For those who succeed, the rewards are ample. The feeling that a company we buy from ‘just gets it’ is an extremely powerful driver of loyalty, advocacy and spend. Find out how to deliver an effective multi-channel approach and other top tips with our new paper ‘The secret to seamless Customer Experience’ The post The secret
Confirmit
MARCH 1, 2018
W5 is Ireland’s first ‘full-service’ Customer Experience (CX) consultancy, focused on enabling customers to develop excellent customer experiences that distinguish their brand and grow their business. In 2014, eir Large Business partnered with W5 to develop a Voice of the Customer (VoC) program that has enabled eir Business to research, create and promote a strong customer-centric strategy for the organization.
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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.
Up Your Service
MARCH 1, 2018
We often hear leaders say they want their companies to provide consistency in service delivery. Everyone providing the same service, the same way, with reliable people who consistently follow procedures that can be planned, tracked, and improved. We have a different point of view. Especially if your customers are not exactly the same, across various geographies, ages, levels of experience, or other interests.
dscout People Nerds
MARCH 1, 2018
Jonathan Bean on how our recursive relationship to the stuff around us can help us understand taste, culture, and the changing world.
Up Your Service
MARCH 1, 2018
Service is taking action to create value for someone else. What kind of value will your service create? The Four Categories of Value gives us a useful framework to answer this essential question. First: Primary Product , including design, materials, craftsmanship, features, price, ability to customize and connect. Primary Product can also be a service.
Verint
MARCH 1, 2018
In my new blog for Customer Think , I discuss how the impact of the back office should not be underestimated when discussing the customer experience. Have you ever had an incorrect bill? Then you get it. For many organizations, it’s easier to justify investing in contact center innovation—after all, those employees are the face of the company to the customer, right?
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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.
Up Your Service
MARCH 1, 2018
When you are creating brand awareness, invest in marketing. But remember that the service promises you market must be backed up by a great service experience. Some say nothing is worse than marketing, creating demand, and then not delivering a great product. But you can fix that by releasing a better product. Worse is to market, provide a good product, but deliver bad service.
Comm100
MARCH 1, 2018
Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You know what you need, and you know what it should do, but you’re not sure if you can find it in the hardware section or the plumbing section… or maybe it’s in electrical?! You obviously need some help. We’ve all experienced it, often more than once.
Up Your Service
MARCH 1, 2018
There are 5 reasons, all perfectly aligned. 1. Uplift Customer Experience. The book is filled with principles and practices that really work, ideas, illustrations, and examples from all over the world. 2. Uplift Service Providers. Provide insights and activities that build pride and improve internal service. 3. Uplift Company Culture. Create an environment that educates, engages, and encourages every employee to step and deliver better service results. 4.
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