Oracle

MARCH 13, 2019

Customer Experience 109

Customer Experience Customer Service Customers 109

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors). It’s never fun to encounter Detractors, but the good news is that, with a little TLC, they can be turned into Promoters.

NPS 186

NPS Net Promoter Score How To Survey 186

ClientSuccess

MARCH 13, 2019

Customer Success 55

Customer Success Customers 55

Experience Matters

MARCH 13, 2019

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I say more) More or less demanding employees? (I say more) More or less access to data and analytics?

Management 225

Management Analytics Customer Experience Data 225

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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

Kristina Evey

MARCH 13, 2019

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey.

Management 209

Management Company Leadership Customer Experience 209

GetFeedback

MARCH 13, 2019

The Net Promoter Score® (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters),

NPS 150

NPS Net Promoter Score How To Metrics 150

CX Journey

MARCH 13, 2019

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

Kristina Evey

MARCH 13, 2019

Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read More Episode 42 – Creating a Successful CX Strategy. The post Episode 42 – Creating a Successful CX Strategy appeared first on Kristina Evey.

Strategy 120

Strategy Report Customer Experience Company 120

ShepHyken

MARCH 13, 2019

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward. Some people don’t realize that the Pay It Forward movement was started by a movie of the same name, which was based on a book by Catherine Ryan Hyde.

Hotels 113

Hotels Customer Service Training Study Customer Service 113

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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

CX Journey

MARCH 13, 2019

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

Bob Hayes

MARCH 13, 2019

Customer experience management (CXM) programs are necessarily a quantitative endeavor, requiring CX professionals to decipher insights from a sea of customer data. In this post, I will illustrate how you can use IBM Watson Studio to analyze one source of customer data, customer survey responses, to answer two important questions about the health of your customer relationship: 1) what is the current level of satisfaction across the CX touch points and 2) which of these touch points is responsible

Case Study 92

Case Study Loyalty Analysis Analytics 92

ReviewTrackers

MARCH 13, 2019

ReviewTrackers’ new Competitors Report allows you to keep a close eye on your competition’s reviews, star ratings, and overall reputation, which gives you the insights you need to stand out in competitive local and regional markets. This type of competitive insight is vital for any group. Data from marketing intelligence firm Crayon shows that 75 percent of businesses use review sites to keep tabs on their competitors.

Report 85

Report Brands Comparison Groups 85

Survicate

MARCH 13, 2019

If you’ve been blogging for a while, sooner or later you might reach a point where you become unsure about your content’s relevance. Perhaps, you’re becoming concerned about your readers’ interaction with your site, or about not getting ample traffic. Luckily, there’s a solution that will shed light on what you can do to deliver value to your audience – I’m talking about conducting a reading interest survey.

Survey 87

Survey How To Feedback Social Media 87

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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

dscout People Nerds

MARCH 13, 2019

Former UXPA International president Jen Romano-Bergstrom on the industry’s rapid growth, biggest challenges, and where researchers should be doing even more to break down boundaries.

81

81

Eptica

MARCH 13, 2019

Date: Wednesday, March 13, 2019 Author: Pascal Gauvrit - CTO Google, the GDPR, customer experience and trust. Published on: March 13, 2019. Author: Pascal Gauvrit - CTO The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Tighter rules on the use and protection of personal information mean that businesses must now ensure they take a different approach to data processing.

Customer Experience 76

Customer Experience Consumers System Loyalty 76

The DiJulius Group

MARCH 13, 2019

Announcing the Speaker Lineup For The 2019 Customer Service Revolution! The two most important words in customer service are empathy and compassion. It is important to train your team members to operate with empathy and compassion throughout every customer interaction. The DiJulius Group recommends creating a Day in the Life of a Customer video in. Read Full Article.

Video 58

Video Groups Training Customers 58

NetBase

MARCH 13, 2019

Leveraging social media means being where your audience is – and for almost every brand or business in 2019, that means Instagram. This isn’t a shocking revelation when you consider how photo-obsessed we’ve become in the digital age – with every smartphone sporting increasingly sophisticated cameras to answer busy consumers’ need to capture moments and communicate life happenings succinctly.

Video 70

Video Sports Social Media Analytics 70

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

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. As a marketer it’s important to be involved in every part of your customer’s experience, as any point of contact can have a major impact on future revenue and customer retention. In fact, according to a recent study by Forrester , most CMOs believe customer experience (CX) is a higher priority now than in the past, largely due to t

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

Merkle

MARCH 13, 2019

Which would you prefer: to jump to the result, a data analytics answer to your business problem; or to be taken through each of the steps we took to reach the solution? I recently had a client who has a very different way of working from what we’ve been used to at Merkle Aquila. We found that in our presentation of the analysis we needed to focus on explaining our approach.

Analytics 61

Analytics Data Analysis Communication 61

Cyara

MARCH 13, 2019

In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations. In my most recent interactions with two customers, I came to realize that organizations may be overlooking a great opportunity to make their business more efficient.

Resources 52

Resources Interaction Contact Center Call Center 52

Market Strategies International

MARCH 13, 2019

Insights Powered by Cogent Reports™ While an understanding of current asset allocation practices is always valuable for asset managers, uncovering the asset classes institutional investors will look to in the future provides key insight into potential areas of growth … Continue reading →

Marketing 51

Marketing Report Management Financial 51

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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

Ann Michaels and Associates

MARCH 13, 2019

In today’s crowded marketplace, brands are finding it more difficult to differentiate themselves from one another. When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them. Many brands today are working to find that differentiation in customer experience. In fact, experts believe that by 2020, customer experience will be even more important than price or product quality in differentiating one brand from an

Customer Experience 49

Customer Experience How To Touchpoint Customer Centricity 49

Happy or Not

MARCH 13, 2019

Why It’s Important to Airports That You Love Your Travel Shopping Experience by Tom Hagy for HappyOrNot You’re early for your flight because the Transportation Security Association recommends […]. The post Shop the Friendly Skies appeared first on HappyOrNot.

Transportation 48

Transportation Travel 48

SaleMove

MARCH 13, 2019

We are so proud to announce that Glia has raised $20 million in additional funding led by Insight Venture Partners. In addition to existing investors, this investment brings Glia’s fundraising total to $29 million – current investors include: Tola Capital , Wildcat Capital Management, Grassy Creek, and Entrepreneurs Roundtable Accelerator. “We are proud to partner with Glia to transform how businesses connect with customers,” said Lonne Jaffe , Managing Director at Insigh

Chatbots 40

Chatbots Video Innovation Technology 40

Lithium

MARCH 13, 2019

A lot has happened since last year’s Spredfast SmartSocial and Lithium CX Live events —we’ve merged the people, products, and expertise of two leaders in digital customer engagement into one company: Khoros. Our customers are at the heart of this journey and we are so excited to offer you a new event series with even more value. Khoros Engage kicks off this year!

Engagement 40

Engagement Hotels Trends Customer Engagement 40

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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?

Customer Experience

Ecrion

MARCH 13, 2019

Claims correspondence is at the heart of any property and casualty insurance company. There are many things in the insurance industry that will keep your CEO awake at night – changing regulations, technology changes, etc. Claims correspondence challenges, though, can be the stuff of nightmares. As long as there has been property and casualty insurance, there have been claims.

Insurance 40

Insurance Social Media Touchpoint User Experience 40

Lithium

MARCH 13, 2019

A lot has happened since last year’s Spredfast SmartSocial and Lithium CX Live events —we’ve merged the people, products, and expertise of two leaders in digital customer engagement into one company: Khoros. Our customers are at the heart of this journey and we are so excited to offer you a new event series with even more value. Khoros Engage kicks off this year!

Engagement 40

Engagement Hotels Trends Customer Engagement 40

dscout People Nerds

MARCH 13, 2019

Working with the agile methodology or at a company where stakeholders use sprints? Learn how to make your research faster with pro tips from Carrie Yury and Kirsten Lewis.

Tips 40

Tips Company How To 40