Experience Matters

OCTOBER 18, 2017

It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS. Enjoy! You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS.

Net Promoter Score 192

Net Promoter Score NPS Groups Resources 192

GetFeedback

OCTOBER 18, 2017

Want to boost your survey response rates? Start with a better invitation. We saw 210% more responses when we embedded a question in our survey emails.

Survey 150

Survey 150

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer.

Customer Service 157

Customer Service Metrics Interaction Customers 157

Kayako

OCTOBER 18, 2017

Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on the opportunity live chat offers. It can drive leads, sales, and revenue. Live chat is often seen as an online support tool for existing customers. It’s a popular alternative to email support because instant discussions resolve simple queries.

Customer Engagement 132

Customer Engagement Engagement Ecommerce Consumers 132

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

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.

Hotels 136

Hotels Policies Consulting Customers 136

CX Journey

OCTOBER 18, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It was published on t heir blog on April 24, 2017. When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. Inside out means companies focus on processes that are designed and implemented based on internal thinking and intuition.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

Heart of the Customer

OCTOBER 18, 2017

Too many customer experience (CX) programs get stuck. Stuck with no influence. No change. No leadership buy-in. We see it all the time. As a CX leader, you’re spread so thin, trying to juggle dozens of balls at once. You’re building a new measurement program while sharing your existing scores with anybody who will listen. You’re creating new training programs.

Leadership 103

Leadership Measurement Training Meeting 103

CSM Magazine

OCTOBER 18, 2017

Service recovery is a necessity in every organization regardless of the niche of business. Good customer service involves preparing and planning service issues the organization faces. No matter how impeccable the products or services of an organization are, there will always be some unavoidable customer services issues that your company may be facing.

Tips 80

Tips Customer Service Customer Service Representative Customers 80

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Published on: October 18, 2017. Author: Pascal Gauvrit Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Often this is used to provide a better, more personalized service that better meets consumer needs.

Customer Experience 88

Customer Experience Software Trends Consumers 88

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Amity

OCTOBER 18, 2017

Customer Success teams interact with many cross-functional departments, building and maintaining relationships from Support to Account Management. But few relationships have more impact on future customer success than the one between Customer Success and Sales. At no time is coordination and collaboration between these two teams more critical than immediately following a sale, when Customer Success is tasked with making the vision sold a reality.

Sales 70

Sales Customer Success Customers Customer Experience 70

Truthlab

OCTOBER 18, 2017

Reading Time: 2 minutes As an organization grows, so does its thirst for insights to make decisions based on proper data. The themes below represent the most common threats to research efficiency, data reliability and cross-functional decision making. If these themes resonate with you then it may be time for you to explore a research repository solution.

Data 59

Data Customer Experience Design Customer Experience Customers 59

Strativity

OCTOBER 18, 2017

A certain class of brands can charge premium prices and retain loyal customers. In this study, Strativity Group sought to discover the secrets of these brands and what their customers expect from them in exchange for those premium prices and resolute loyalty. The post The Five Delight Drivers of the Best Brands appeared first on Strativity.

Brands 40

Brands Study Loyalty Groups 40

Maru/HUB

OCTOBER 18, 2017

If you truly want to manage your customer experience and create best practice, then your goal must be to become truly proactive. It pays to please your customers: it’s a fact that customers pay more for better service and a positive customer experience. Data gathered through a voice of the customer platform gives a valuable insight into how customers feel about your service.

Customer Experience 40

Customer Experience Management Customer Centricity Customer Satisfaction 40

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Communication

West Monroe

OCTOBER 18, 2017

In an age when brands can carry a significant premium, failing to account for how they are managed as part of an M&A transaction can quickly erode value. Brand equity—the commercial value derived from customer perception of a brand name—can account for a significant percentage of total deal value in an M&A transaction. Going back to the early 2000s—well before the current deal cycle— researchers found that brand portfolio value can account for 50% or more of total firm value in a transac

Brands 40

Brands Brand Values Customer Retention Retail 40

Maru/HUB

OCTOBER 18, 2017

If you truly want to manage your customer experience and create best practice, then your goal must be to become truly proactive. It pays to please your customers: it’s a fact that customers pay more for better service and a positive customer experience. Data gathered through a voice of the customer platform gives a valuable insight into how customers feel about your service.

Customer Experience 40

Customer Experience Management Customer Centricity Customer Satisfaction 40

CSM Magazine

OCTOBER 18, 2017

Performance review phrases are an important part of any managerial appraisal or overall performance review. These phrases provide useful tools for conveying to employees what they are doing right and what they are doing wrong during their interactions with customers. Below are seven useful performance review phrases for questions related to customer handling, customer satisfaction, customer management and overall customer interaction.

Feedback 40

Feedback Policies Tips Interaction 40

Happy or Not

OCTOBER 18, 2017

It all started with a tweet. My response was: “That’s a blog post on its own! Too much for 140 characters! But definitely need to start with listening to them.” There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. There are differences. The post How Do We Ensure Employees are Happy and Engaged?

Engagement 40

Engagement Company Employee Engagement 40

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Verint

OCTOBER 18, 2017

DestinationCRM.com recently spotlighted Verint’s announcement that it has significantly updated its Enterprise Workforce Optimization suite, which includes major enhancements to mobile apps, an omnichannel recording platform, and embedded real-time analytics. These enhancements enable organizations to interact with customers across many channels, including a consolidated platform for recording calls, text messages, Skype audio, chat, and video, in which real-time analytics are embedded to find a

Omni-Channel 34

Omni-Channel Analytics Video Interaction 34

MyCustomer

OCTOBER 18, 2017

Engagement 5 myths about emotion & their implications for CX.

Engagement 40

Engagement 40