InMoment XI
OCTOBER 12, 2017
Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience.
Heart of the Customer
OCTOBER 12, 2017
Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our […].
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InMoment XI
OCTOBER 12, 2017
Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience. View Article.
GetFeedback
OCTOBER 12, 2017
With GetFeedback’s new Managed Mapping, Salesforce novices and veterans alike can automate the survey mapping process—no custom fields required.
Speaker: Loreal Lynch, 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.
Customer Bliss
OCTOBER 12, 2017
Above is the profile of restaurant entrepreneur Danny Meyer (Union Square Cafe, Shake Shack) which aired on 60 Minutes last Sunday. You can read an associated article here. As many of us probably already understand, the restaurant industry has razor-thin margins. While you can compete on cost (fast food), it’s very hard to only compete on cost.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
IntouchInsight
OCTOBER 12, 2017
Have you ever been in a situation where you ask a question only to receive an answer that isn’t what you were looking for? Maybe you didn’t ask the right question, or maybe the person you were asking didn’t know enough about the situation to give you the right feedback.
NICE inContact
OCTOBER 12, 2017
In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.
Beyond Philosophy
OCTOBER 12, 2017
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences.
ProProfs Chat
OCTOBER 12, 2017
The “chalk and blackboard” model ruled the education sector until digital classrooms took the world by storm. The offline model has many limitations such as attending a physical classroom and paying for hefty accommodation if someone is moving across cities. The digital model, on the other hand, is convenient and a participant can learn any course online, sitting in their pajamas and munching snacks.
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Totango
OCTOBER 12, 2017
The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don’t miss us at booth #26 and read below for info on our exclusive happy hour and lounge! TSW is a must-attend conference if you’re looking to stay at the forefront of the services industry.
Amity
OCTOBER 12, 2017
I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run.
Magellan Solutions
OCTOBER 12, 2017
It is very common to see startup entrepreneurs brimming with passion about their new business idea, or even seasoned business owners who are so excited about their latest product or service that they pour in most of their resources to develop it. Sadly, it is also very common to see many of these bright-eyed entrepreneurs experience heartbreak when their business idea or newest product offering fails. .
Truthlab
OCTOBER 12, 2017
Reading Time: 3 minutes If you’ve ever ordered an Uber or had something delivered by Post Mates, you have experienced the speed and power of crowdsourced tasks. Harnessing this power has become a pervasive concept and is being adopted by businesses, including UX teams, in their work flows. Crowdsourcing vendors have sprung up to provide low-cost, quick-hit user testing […].
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Amity
OCTOBER 12, 2017
I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run.
Talkdesk
OCTOBER 12, 2017
One of the most satisfying things about an innovative product like Talkdesk is that other innovative companies use our contact center platform and we get to watch them grow. We view our simple, smart product as a major competitive differentiator for our customers, so seeing them succeed is rewarding. It also presents us with the challenge of providing a contact center platform that can easily meet the demands of companies at all stages of growth.
Provide Support
OCTOBER 12, 2017
The cost of losing customers differs wildly between businesses, but it gets even higher if a customer is lost due to poor customer service experiences. No doubt, customer service has a long-term impact on buying decisions, with customers continuing to avoid companies years after the initial negative interaction. But what’s more, social media and online review websites enable bad service stories to be shared not only with family, friends or colleagues, but also with the general public affecting o
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