Thu.Feb 09, 2017

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More on the positive ties between good CX and revenue

Customer Bliss

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side.

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AskNicely and Zapier – because MORE is more when it comes to NPS.

AskNicely

So, you probably know by now that NPS is a great way to measure customer happiness (we do mention it every now and then). But let’s be honest, each business is different and each of their customers, different again so if you want to get REALLY useful data out of your Net Promoter Score™ program, a one-size fits all approach will never work. And that’s why we’ve always focused on making sure AskNicely plays nice with as many other systems as possible.

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Social Customer Service Is Changing the Face of Business

GetFeedback

Social is changing the way we do business. In this post, we dig into the best practices for delivering and measuring social customer service.

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What does bad customer service do to a good business? Guest post by Elena Lockett

ijgolding

We like to talk about what good customer service (CS) can do for a business, but what about at the other end of the spectrum? What can bad cases of CS do to your business? Can it knock your customers’ belief in your brand? Or is it something you can easily recover from by planning in advance? With so many of the biggest brands suffering from many instances of bad press, it’s interesting to understand how they recover from this or if they recover at all.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Net Promoter News: Macy’s, T-Mobile, KPN & Brillio

CustomerGauge

More Than 75% of Macy’s Shoppers Preferred Amazon For the Holiday According to Prosper Insights’ January 2017 survey of more than 7,500 U.S. adults, more than three-quarters (76.7%) of Macy’s core shoppers have preferred to shop at Amazon during Q4 of 2016 (October, November and December). These results come one year after Macy’s CEO announced […].

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More Trending

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How Business Intel Tools Can Protect Customer Data

Win the Customer

Because you can’t always turn to an expert in times of trouble and crisis, there are strategies you can turn to protect confidential customer information from getting in the wrong hands. Beyond a good customer service experience, customers seek out businesses whose owners are credible and trustworthy, will safeguard their personal information, and stay up on the latest trends.

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On Cultivating Meaningful Connections With Customers or Why Technology Is The Path To The Dark Side

Maz Iqbal

What does it take to build a connection between you and your customer? Forget the talk, look at what businesses are actually doing. What are they doing? On what are the folks spending money and effort? Are they not investing big sums of money on technology? The answer, as lived, is that the way to … Continue reading "On Cultivating Meaningful Connections With Customers or Why Technology Is The Path To The Dark Side".

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Speaker roundup: Why retailers won’t want to miss 2017 ForeSee Summit

ForeSee

This year’s ForeSee Summit — our annual client event for CX professionals — is shaping up to be the best yet, and we wanted to highlight a handful of speakers. The post Speaker roundup: Why retailers won’t want to miss 2017 ForeSee Summit appeared first on ForeSee.

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The On-Demand Economy Demands Better Call Center Software

Talkdesk

On-demand services are exploding into the consumer space across a range of industries. Companies like Doordash, Handy and Spothero are building platforms to deliver goods and services to customers at a moment’s notice. The entire process is enabled by lightning-fast communication, and consumers who utilize these services are experiencing a dramatic shift in customer service expectations.

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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!

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AI Everywhere

eGain Blogs

AI is in the hype cycle at the moment. Ashu Roy, eGain CEO, and John Connors, Senior Director of Digital Transformation at eGain, believe that AI is not new, but it’s certainly in its hype cycle. John says, “I think it’s in its third hype cycle, and I say that because if you read literature, you hear that there have been two AI winters. Two winters when research budgets were slashed because the expectation set by the research and the reality of what they were delivering were not aligning and bud

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What is Rapid Prototyping?

West Monroe

If a picture tells a thousand words, then an interactive prototype tells 10 thousand…which is coincidentally the length of your detailed business requirements documentation. The Challenge. Technology ecosystems are continuously becoming more complex. Software is aging and needing to be replaced or re-designed to meet changing user expectations. While our screens sizes have shrunk for many interactions, we’re using a variety of screens and software all day.

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The Surprising Answer to the FinTech Threat

Verint

While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. The human element of customer service is not going anywhere—in fact, it may be more important than ever. A Verint survey of more than 24,000 customers across 12 countries, in collaboration with research firm Opinium, provided some important insights on how to find the right balance between digital and human customer service.

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Strengthen Ties Across the Organization

Brad Cleveland Blog

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.

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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?

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Customer Behavior Analytics & Analysis Can Improve Your eCommerce Business KPI’s

Bold360

When it comes to eCommerce, CX is everything. If you aren’t providing a fast, simple and competitive option-you can bet that someone else is, and they’re coming up right behind you. Your customer behavior analytics will provide you with the raw data. This can then drive the changes you make in your business and make sure you’re ticking these all-important boxes.

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Strengthen Ties Across the Organization

Brad Cleveland Blog

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.

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Strativity’s Journey Management Academy takes off with the PORSCHE Experience

Strativity

Hackensack, NJ, February 9, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy , announces the first Journey Mapping and Management Certification workshop from the Journey Management Academy. Strativity, one of the first to offer Customer Experience Certification, has designed the Journey Mapping and Management Certification to help practitioners take their skills to the next level.

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Strativity’s Journey Management Academy takes off with the PORSCHE Experience

Strativity

Hackensack, NJ, February 9, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the first Journey Mapping and Management Certification workshop from the Journey Management Academy. Strativity, one of the first to offer Customer Experience Certification, has designed the Journey Mapping and Management Certification to help practitioners take their skills to the next level.

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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.