Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES). You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it.

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432

Beyond Philosophy

NOVEMBER 8, 2018

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer Centricity 154

Customer Centricity Conference Transportation Consulting 154

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive. And potentially thrive. In spite of employee and customer churn.

Customer Retention 71

Customer Retention Culture Company Banking 71

Centriam Customer Experience Lab

NOVEMBER 8, 2018

Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score. As a result, as much as half of the data generated by customer feedback systems is verbatim, “unstructured” text.

NPS 236

NPS System Survey Feedback 236

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.

Data

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Comm100

NOVEMBER 8, 2018

Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

CX Journey

NOVEMBER 8, 2018

Image courtesy of Worthix There should be no doubt: companies must recognize that employees come first. I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast. Focusing on employees and making sure they have a great experience is something that I've been talking to clients and prospects about for the last 26 years.

Employee Experience 86

Employee Experience Culture Voice of Customer Customer Experience 86

Alliance by IFS

NOVEMBER 8, 2018

Join Field Technologies and The Service Council on November 15 for the webinar, “A Practical Approach to Demystifying Digital Transformation” sponsored by Astea International. The phrase, “Digital Transformation” has become a buzzword in the service world over the last few years. Yet it is a concept that has many definitions, depending on whom you ask.

Technology 91

Technology Strategy How To Software 91

Heart of the Customer

NOVEMBER 8, 2018

Last month we celebrated Heart of the Customer’s 5th year anniversary. The team got together to share where we are, discuss best practices, plan for the future, and—most importantly—to celebrate! We were also grateful to have Angelica Bonacci from Allianz come to tell us about the ways her organization is using our work to drive […]. The post Reflections after Five Years of Journey Mapping appeared first on Heart of the Customer.

Customer Journeys 74

Customer Journeys Customer Centricity Customers Culture 74

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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.

Customers

ReviewTrackers

NOVEMBER 8, 2018

Taking advantage of the analytics available for your Facebook business Page is necessary for a business to succeed in today’s digital landscape. Without it, a business can’t gauge the full effect of its content. Analytics also provides a closer look at a business’s customer base, which can determine the type of content appropriate for that audience.

Analytics 56

Analytics Video Metrics Groups 56

Answer Dash

NOVEMBER 8, 2018

You’ve done your homework and you realize that your website or web app needs a better way to help your customers help themselves. You are thinking that now is the time to leverage artificial intelligence (AI) to predict their questions and answer them on-the-spot without having to rely on a human support rep. And now is a better time than ever to get started.

Self Service 52

Self Service Customers Sales Customer Experience 52

Magellan Solutions

NOVEMBER 8, 2018

The treasure chest of any businesses lies not on their products or services but on the loyal consumers who love their products and/or services. This is especially true for the insurance industry that relies greatly on their customer base. To keep the business going, companies from this sector should do their best to attract many customers and retain the existing ones.

Insurance 49

Insurance Customer relationships Industry Customer Service 49

Forrester's Customer Insights

NOVEMBER 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes. It’s a good description for what we are seeing in a market that carried ambitious strategies into 2018 but ran afoul of internal headwinds. Don’t get me wrong, the […].

Strategy 55

Strategy Marketing Technology Customer Experience 55

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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.

Communication

ERDM

NOVEMBER 8, 2018

Article by Ernan Roman Featured on ANA.net Welington Fonseca is the SVP of global customer marketing at Shiseido Group, one of the oldest cosmetics companies in the world, with brands including NARS, Shiseido, and Bare Minerals. He has been driving innovation at the company's data-driven, multitouch-point marketing ecosystem, and he is also a key stakeholder in the company's digital center of excellence.

Retail 40

Retail Innovation Communication Customer Retention 40

Forrester's Customer Insights

NOVEMBER 8, 2018

Last year, Forrester predicted that cloud computing would radically accelerate enterprise transformation everywhere. After a decade of powering small and medium business success — and giving disruptive companies the tools and technologies they needed to compete head on with the world’s largest firms — cloud was poised to drive significant enterprise change in the very firms being […].

Tools 54

Tools Technology Company Management 54

Maru Group

NOVEMBER 8, 2018

It comes as no shock that price is the biggest driver when it comes to utility decision-making. According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. Competition in the energy sector is fierce – a record number of customers switched suppliers in 2017 according to Energy UK. Opportunity for growth.

Brands 40

Brands Government Innovation Consumers 40

Forrester's Customer Insights

NOVEMBER 8, 2018

For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46% of companies said sales and marketing are leading the investment in and adoption of […].

Chatbots 54

Chatbots Sales Survey Customer Service 54

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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,

Tips

Maru Group

NOVEMBER 8, 2018

It comes as no shock that price is the biggest driver when it comes to utility decision-making. According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. Competition in the energy sector is fierce – a record number of customers switched suppliers in 2017 according to Energy UK. Opportunity for growth.

Brands 40

Brands Government Innovation Consumers 40

ERDM

NOVEMBER 8, 2018

Article by Ernan Roman Featured on ANA.net Welington Fonseca is the SVP of global customer marketing at Shiseido Group, one of the oldest cosmetics companies in the world, with brands including NARS, Shiseido, and Bare Minerals. He has been driving innovation at the company's data-driven, multitouch-point marketing ecosystem, and he is also a key stakeholder in the company's digital center of excellence.

Retail 40

Retail Innovation Communication Customer Retention 40

Maru Group

NOVEMBER 8, 2018

It comes as no shock that price is the biggest driver when it comes to utility decision-making. According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. Competition in the energy sector is fierce – a record number of customers switched suppliers in 2017 according to Energy UK. Opportunity for growth.

Brands 40

Brands Government Innovation Consumers 40

CSM Magazine

NOVEMBER 8, 2018

Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector. Memberwise’s yearly Digital Excellence research summary report has become the annual barometer for the membership sector; an indicator of how the sector has evolved, where it currently sits (for good and bad) and, perhaps most importantly, where it is heading.

Report 40

Report CRM Software System 40

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.

Retail

Oracle

NOVEMBER 8, 2018

Adapted advice from the CxOTalk podcast. When discussing the future of commerce, Michael Krigsman of CxOTalk speaks with two top-tier experts, Katrina Gosek senior director of digital customer strategy at Oracle, and Scott Silverman, principal at Scott Silverman Associates, about managing customer experiences and expectations. Commerce isn’t just commerce anymore, according to Gosek, “It’s an entire ecosystem of interactions, emotions with your customer.

Tips 40

Tips Customer Experience Management Social Media 40

Forrester's Customer Insights

NOVEMBER 8, 2018

Singles’ Day, the world’s largest online shopping festival, is celebrating its 10th anniversary. There’s no doubt that we will see another record-smashing year, although gross merchandise volume (GMV) will no longer be the highlight. Singles’ Day has always been Alibaba’s testbed for new business models and technologies, and this year is no exception.

Technology 46

Technology Retail B2C Marketing 46

dscout People Nerds

NOVEMBER 8, 2018

A resource featuring advice and pro tips on how researchers can better use dscout.Last updated 12-4-2018.

Tips 40

Tips Resources 40

Forrester's Customer Insights

NOVEMBER 8, 2018

Many attendees of our B2B Marketing 2018 Forum remarked how the energy was high and the focus was driven — the marketing and sales leaders who joined us in Austin were on a mission to overdeliver on business expectations for their practice and figure out how to manage the conflicting priorities that 31% of respondents to […].

B2B 46

B2B Sales Marketing Customer Journeys 46

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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.

Training

Clarabridge

NOVEMBER 8, 2018

Welcome to WordPress. This is your first post. Edit or delete it, then start writing!

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Forrester's Customer Insights

NOVEMBER 8, 2018

B2B buyers increasingly expect contextual content tailored to their unique circumstances, which means an ongoing challenge for B2B technology marketers is crafting engaging content that appeals to customers across different touchpoints. However, most technology vendor content falls short of these expectations. In our recent study, 60% of buyers stated that vendors give them too much content, […].

B2B 46

B2B Touchpoint Study Technology 46

Playvox

NOVEMBER 8, 2018

Every customer service department or contact center needs quality assurance.

Contact Center 40

Contact Center Customer Service Customers Customer Experience 40