Interactions
OCTOBER 10, 2018
OCTOBER 10, 2018 I admit it. I can be pretty. Read more » The post When emotions run high, the “cooler head” may be made of silicone appeared first on Interactions Resource Center.
One Millimeter Mindset
OCTOBER 10, 2018
Our customers find us professionally boring when we are completely boring. Over time, we gradually become less than enthusiastic about serving them. For a number of reasons. And our sentiments about our customers become very obvious. As a result, as the song goes: “The thrill is gone.” It’s a two-way street. When current customers are good and bored with us, they are ripe for defection.
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Micah Solomon
OCTOBER 10, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). The standard level of customer service at most modern companies is reactive. Reactive service isn’t the worst thing in the world (it’s a lot better than negative service), but it’s not an effective way to create loyal cust
IntouchInsight
OCTOBER 10, 2018
Gathering customer feedback can be a challenge even from your most loyal customers. Here are three strategies convenience store retailers should use to collect more customer feedback.
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.
QuestionPro Audience
OCTOBER 10, 2018
Over the past ten years, the relationship between pet and owner has taken on a new meaning. With Americans waiting until later, if at all, to start a family , the bond with their pets has grown stronger, and young Americans are leading in their rate of pet ownership. The pet industry has seen changes like the popularity of grain-free food and pet technology.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
OCTOBER 10, 2018
There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.
AskNicely
OCTOBER 10, 2018
Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Do they identify themselves amongst your audience as part of your “tribe”? Are they connected to brand stories and share far and wide?
Centriam Customer Experience Lab
OCTOBER 10, 2018
Maggie had a problem. In addition to her "day job" as marketing director for a regional telecom, she had been assigned a pilot project to gather more customer experience data. She knew she could send out more surveys but was wary if that would have any lasting impact. After all, had her company made any changes after five years of reviewing the annual customer satisfaction survey?
CloudCherry
OCTOBER 10, 2018
There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.
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GetFeedback
OCTOBER 10, 2018
How to create and distribute a Net Promoter Score (NPS) survey that'll build customer loyalty, drive brand advocacy, and help your business grow.
NICE inContact
OCTOBER 10, 2018
Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. As a follow up, Mr. Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help
ShepHyken
OCTOBER 10, 2018
The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price. When I was a teenager, my buddies and I would all meet at the Pasta House on Monday nights to take advantage of the special.
CX Journey
OCTOBER 10, 2018
Image courtesy of Pixabay Time to tackle another differentiation! Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. Controversial? Yes. I think there's controversy when trying to delineate customer experience with customer service, but the conversations become a bit more heated when it comes to customer experience and cu
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ReviewTrackers
OCTOBER 10, 2018
Google Local Guides aren’t your average Google user. In a nutshell, Google Local Guides are power users for Google Reviews. Users who sign up and contribute to the program are rewarded with “Google Local Guide” status. These guides also enhance the local experience for other online searchers by adding and improving listings on Google Maps. This isn’t just another small club for the Google elite.
ClientSuccess
OCTOBER 10, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Truthlab
OCTOBER 10, 2018
Surveys are expensive and time consuming to develop, run and analyze. After a survey has closed, there’s not much that can be done about a confusing question or data types you want to analyze in a specific way that were not collected. The best time to consider how to analyze a survey is during development. […] The post 4 UX Research Data Types and How to Collect Them appeared first on truthlab.
Amity
OCTOBER 10, 2018
Let me start by saying that we love a great guest post! Sharing the ideas of other Customer Success Professionals can help give our community a whole new perspective on the Customer Success world! We are looking for original articles that offer best practices, guides, and tips on the topic of Customer Success. You can write about strategy, processes, data, people or anything you think would add value to the field of Customer Success.
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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,
ReviewTrackers
OCTOBER 10, 2018
Google Local Guides aren’t your average Google user. In a nutshell, Google Local Guides are power users for Google Reviews. Users who sign up and contribute to the program are rewarded with “Google Local Guide” status. These guides also enhance the local experience for other online searchers by adding and improving listings on Google Maps. This isn’t just another small club for the Google elite.
Kustomer
OCTOBER 10, 2018
In this post by Kustomer VP of Marketing Nelly Rinot, Nelly shares the key reasons why Lifetime Value should be your bottom-line metric for customer experience. There is a huge number of good metrics to measure your customer service. However, Lifetime Value should always be your top consideration. Here are the top five reasons we’ve determined from our : Other metrics are geared around your agents, not your customers : Average Handle Time and First Contact Resolution are two prime examples
NetBase
OCTOBER 10, 2018
It’s a tricky thing to rebrand a business – and understanding audience segments makes all the difference in the world. Social media monitoring is an essential part of this process, and it starts well before the tweets mocking an ill-advised redesign go viral. Or at least it does for those brands that are successful at it. Rebrands Can Be Bloody Business.
The DiJulius Group
OCTOBER 10, 2018
Is Your Key Performance Indicator The Right One? Every company needs to have ONE customer experience key performance indicator (CX-KPI) measuring which customer facing employees, teams, and locations are delivering a world-class experience and which are not. While meeting with the CEO’s of our clients during preliminary discovery, many feel confident they know what their.
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.
CSM Practice
OCTOBER 10, 2018
Introduction. This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel m
Happy or Not
OCTOBER 10, 2018
WA Primary Health Alliance (WAPHA) has recently implemented HappyOrNot, the smiley face customer satisfaction service, in selected general practices in Western Australia, giving patients a simple way to provide immediate feedback on a visit to their local GP. Patients attending these practices will be asked questions like “How was your visit to the practice today?
CSM Practice
OCTOBER 10, 2018
. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. Dave asked me if I might be interested in taking part as a judge for The Innovator of the Year Award that takes place each year during CS100 Summit. For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an aweso
North Highland
OCTOBER 10, 2018
As Bob Dylan once said, “The times they are a-changing.” According to a 1969 Gallup Poll, 12 percent of Americans supported legalizing marijuana. Fast forward to 2018: 30 states and the District of Columbia (D.C.) have legalized medical marijuana to treat chronic pain, nausea, seizures and other symptoms of serious medical conditions. Additionally, an October 2017 Gallup Poll shows 64 percent of Americans support legalizing marijuana for medical or adult use.
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CSM Practice
OCTOBER 10, 2018
All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes every
Talkdesk
OCTOBER 10, 2018
No matter the service, product or industry, consumers have plenty of options when it comes to the organizations in which they put their trust. In this digital world where consumers have more choice and higher service expectations than ever before, customer experience is a powerful differentiator. So how do we, as CX organizations, embrace customer experience as a competitive advantage?
Playvox
OCTOBER 10, 2018
Whether you’re lifting up customer service agents who fall behind or making superstars even better, coaching methods for customer service are more important now than ever before.
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