Customer Guru
JUNE 6, 2018
Some say that to be perfect in a customer-driven industry and to deliver 100% customer satisfaction is next to impossible. However, isn’t that what makes it more desirable? If the idea of customer service excellence were so easy, every organization would be at the top of their game! An essential starting point to make the impossible possible is to have an employee base that is customer-centric.
CX Journey
JUNE 6, 2018
Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. "Imagine for a second that you're a human. " Yikes! Unfortunately, more companies need to start thinking this way! Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. The one that always - instantly - comes to mind is the one of the poor doctor who got dragged off that United flight just a year ago.
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QuestionPro Audience
JUNE 6, 2018
The smartphone has been an integral part of our society for almost two decades. Who could ever have guessed this small device would change our world so drastically? Today, the smartphone serves many purposes: telephone, calendar, navigation, web browser, note-keeper…the list can go on and on. While there are many ways smartphones help us, they have also become an obsession.
Customer Bliss
JUNE 6, 2018
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.
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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.
AskNicely
JUNE 6, 2018
Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession event. Some of the Rose City’s greatest brands came together to share tales of real-word customer obsession — in 7 minutes or less — to a packed house of their peers. The result was an evening of awesome stories, connections new and old, and of course, customer love abound.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JUNE 6, 2018
Last week, Starbucks closed all of its stores for racial sensitivity training after an incident in April when two black men were arrested at a Philadelphia store. My Take: Starbucks training was well intentioned, but misguided. As I said in my previous post, it’s great that Starbucks’ leaders took such swift and decisive action to condemn the incident.
Alida
JUNE 6, 2018
Great minds think alike—even fierce competitors. This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Competition between the two brands is long-standing, so it makes sense it would extend to their digital transformation efforts.
Amity
JUNE 6, 2018
Customer success managers (CSMs) are entrusted with retaining customers and optimizing their experience--a broad mandate that can look dramatically different between companies depending on industry, size, and culture. As the first customer success hire in a rapidly growing company, I’ve seen the role evolve and have learned through experience (and often hindsight) key practices to navigating the unique challenges of operating in a small, growing company.
ShepHyken
JUNE 6, 2018
In 1945 George Orwell published the literary classic, Animal Farm , which was required reading in my middle-school English class. I always remembered the line: All animals are created equal, just some animals are more equal than others. Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal?
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Oracle
JUNE 6, 2018
You might not be thinking much about customer experience tech when up to your elbows in tulips, tomato vines, and rosebushes, but the Internet of Things has slowly but surely pushed its way in to gardens across the country. It’s really no surprise – IBISWorld pegs the American home gardening industry at a whopping $41 billion a year in revenue , which makes it a tempting target for both IoT start-ups and established players alike.
ReviewTrackers
JUNE 6, 2018
If you’re a homeowner or property manager who’s looking to harness Airbnb as a way to drive bookings, you’ll quickly realize that your Airbnb reviews are a valuable tool that will help you become more successful. It goes without saying that Airbnb hosts with more reviews and higher ratings on their listings page are more likely to attract new guests, enjoy strong visibility in search results, and earn Superhost status.
Cyara
JUNE 6, 2018
The fact is, there can be many kinds of defects in software. Organizations are constantly working to minimize those defects. But to minimize any sort of defect most effectively, organizations need to look to the source. Most people think software defects come out of development because that is where the design is brought to life. But, is development truly the main source of software defects?
Truthlab
JUNE 6, 2018
Reading Time: 3 minutes Focus groups, user surveys and interviews, and opinion polls are all great tools, but they are not a substitute for user testing. Focus groups can provide critical information so that your marketing organization can learn how to better position your product in the marketplace and focus groups are also a great way to brainstorm ideas […].
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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,
MyCustomer
JUNE 6, 2018
Voice of the Customer 8 actions to simplify customer listening.
Eptica
JUNE 6, 2018
Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Published on: June 06, 2018. Author: Steve Nattress Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience. But how good are organizations at meeting the ever-increasing demands that consumers have, around speed and transparency?
CX Advantage Walker
JUNE 6, 2018
Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, I focus on where CX works best with a goal of sharing a couple ideas that we can. Continue reading. The post Customer Experience: What It Looks Like When It Works appeared first on CX Advantage.
Totango
JUNE 6, 2018
Customer Success Buzz at TSW. Customer success is hot. Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. TSW buzzed with people who were both in the know and those looking to better understand what a Customer Success program really means and how to get started. Organizations are finally recognizing they cannot afford to ignore their most important asset – their customer.
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.
Enalyzer
JUNE 6, 2018
When most people hear “survey”, they imagine a page or series of pages filled with rating scale questions asking them if they strongly agree or disagree. And we can’t blame them. Despite the available technology, most surveys are imitations of the good-old paper questionnaire. Now, don’t get us wrong, for many purposes this format works but don’t underestimate the power of videos and images.
Playvox
JUNE 6, 2018
What type of manager are you? If you are starting to manage a team, you know that your responsibilities can bring its own set of challenges. Sometimes you wonder whether you should befriend your team, but other times you're scared of losing respect. Or maybe you feel that you should look after your team more, but you don't want to feel taken advantage of.
ForeSee
JUNE 6, 2018
What’s your strategy for improving your Net Promoter Score ? (NPS ® )? Every business is looking for insight that goes beyond the number itself. For example, to move the NPS needle you need to know what’s truly dragging down your mobile or app score, or what customers like about the website that’s lifting you above competitors. The same principle applies to call centers or physical store locations.
Confirmit
JUNE 6, 2018
Your website is a powerful force representing your brand, driving sales, and engaging customers. But did you know it can do a whole lot more? Your website is also a great place to collect feedback from your customers and prospects. Confirmit Website Intercept helps you turn your website traffic into real-time insights. What is Confirmit Website Intercept?
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Brad Cleveland Blog
JUNE 6, 2018
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned … Continue reading → The post Transform Knowledge into Intelligence and Support appeared first on Brad Cleveland.
Confirmit
JUNE 6, 2018
Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.
Forrester's Customer Insights
JUNE 6, 2018
53% of business and technology decision-makers and influencers tell us they want to better leverage social listening technologies to understand customer requirements and achieve their firm’s goal of addressing rising customer expectations. This shouldn’t come as a surprise; social listening platforms offer a unique window into customers’ lives, opinions, and preferences.
Brad Cleveland Blog
JUNE 6, 2018
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
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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?
Forrester's Customer Insights
JUNE 6, 2018
Three announcements impacting CRM came out of SAP Sapphire, held in Orlando on June 4-7. The announcements are: A renewed focus on CRM in order for SAP to be considered a viable player in the $45B CRM market. SAP’s cloud CRM (formerly known as SAP Hybris Cloud For Customer) is renamed SAP C/4 HANA. The […].
Brad Cleveland Blog
JUNE 6, 2018
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
Pointillist
JUNE 6, 2018
Annette Franz, CCXP, a customer experience consultant and CXPA Board Member, sat down with Pointillist’s Swati Sahai to talk about customer experience challenges, including how companies are organizing and operating their still early-stage customer experience functions, the challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also in the mix.
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