Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

NPS 267

NPS Net Promoter Score Report B2B 267

Steve DiGioia

SEPTEMBER 11, 2017

…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck. Apparently she had more important tasks to do than tending to the customer. What was so important that she had to give statue service ?

Sales 174

Sales Customer Expectations Customers Leadership 174

GetFeedback

SEPTEMBER 11, 2017

Customer support needs support too. Here are a few of the challenges modern support teams face internally, and a few ways you can empower them to succeed.

Customers 150

Customers 150

Experience Matters

SEPTEMBER 11, 2017

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 3rd and we’re planning another exciting celebration. Temkin Group has labelled 2017 The Year of Purpose for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinar. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer exp

Groups 121

Groups Report Customer Experience Customer Experience Professionals 121

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SuiteCX

SEPTEMBER 11, 2017

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I didn’t mention, and this factor explains a great deal about why most companies’ efforts to improve their customer experie

Customer Journeys 100

Customer Journeys Tools Management Customer Experience 100

SuiteCX

SEPTEMBER 11, 2017

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I didn’t mention, and this factor explains a great deal about why most companies’ efforts to improve their customer experie

Customer Journeys 100

Customer Journeys Tools Management Customer Experience 100

Bob Hayes

SEPTEMBER 11, 2017

Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey. Figure 1.

Survey 101

Survey How To Analytics Loyalty 101

Wired and Dangerous

SEPTEMBER 11, 2017

The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.

Customer Expectations 87

Customer Expectations Meeting Customer Journeys Measurement 87

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Pop Culture Guide to Customer Care Training by Matt Searfoss. (TCFCR) Looking for a guide to build your customer care training session off of?

Self Service 81

Self Service Customer Service Customer Service Training Customer Care 81

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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

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Where your solution falls on the quadrant greatly impacts the profile of your ideal Customer Success Manager. On top of the skills and qualities a CSMs should always possess , there are some dominant traits to look for based on the specificity of your business.

Consulting 60

Consulting B2B Customer Success Trends 60

Truthlab

SEPTEMBER 11, 2017

Reading Time: 1 minute According to the leading technology analyst firm Gartner, 89% of companies believe that Customer Experience (CX) will be their primary basis for competition in 2016, versus 36% just four years ago. Adopting and building a CX strategy and technology infrastructure gives you a unique opportunity to differentiate your company’s offering and brand.

Customer Experience 59

Customer Experience Customers Technology Strategy 59

Influitive

SEPTEMBER 11, 2017

You know those things you’re *supposed* to do that are good for you…like…flossing daily? Well, (gross) confession time: I rarely never used to floss. I thought it was a scheme dentists had with the flossing industry! For years, dentists told me that it would come back to haunt me—in the form of gum disease and/or.

Industry 63

Industry ROI B2B Strategy 63

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Where your solution falls on the quadrant greatly impacts the profile of your ideal Customer Success Manager. On top of the skills and qualities a CSMs should always possess , there are some dominant traits to look for based on the specificity of your business.

Consulting 54

Consulting B2B Customer Success Trends 54

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Tips

Magellan Solutions

SEPTEMBER 11, 2017

Many companies rely on the services of outbound call centers to help them increase their sales and profits. Whether that is for a recurring time of their business operations, like during the Christmas season, or for a one-time promotional and marketing campaign of a new product, outbound call center agents act as a company’s additional sales team with a customer service role as well.

Call Center 53

Call Center Sales Hospitality Customer Service 53

Helen Dewdney

SEPTEMBER 11, 2017

You’ve had a great holiday, weather was good, accommodation clean and spacious and the food was amazing. Although was the food perfect? There have always been reports of people with dodgy tummies after holidays but is it on the increase. Are hotels really getting worse or is something else going on? It is reported that some Claims Management Companies appear to be trying to get in on the act and either helping people claim when they could easily do so themselves and get 100% of the redress

Hotels 57

Hotels Insurance Travel Report 57

Talkdesk

SEPTEMBER 11, 2017

The final stop on our 2017 Talkdesk Road Show is Austin, Texas on Sept 13th! Don’t miss out on this chance to learn about the latest technologies that can help you increase customer satisfaction and improve agent engagement. This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies.

Contact Center 47

Contact Center Social Media Consulting Analytics 47

Stella Connect

SEPTEMBER 11, 2017

The holiday rush is almost here. As always, we’re curious to see how the 30 retailers in our StellaService Ecommerce Index —the biggest and best names in ecommerce—measure up this year. We admit it: we’re obsessed with data. We want to know exactly what’s happening from a customer service perspective. But we’re equally focused on what retailers go through behind the scenes.

Retail 41

Retail Customer Service Ecommerce Metrics 41

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

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new.

Case Study 40

Case Study Social Media Analytics Study 40

Strativity

SEPTEMBER 11, 2017

What would you expect from a customer who has 2,000 followers on Instagram or more than 50,000 views on YouTube? Is she someone you would expect to be a loyal customer? If your answer is yes, think again. On a macro-level, social media has given rise to the customer as a brand, whereas we are seeing the customer as a consumer quickly disappearing. Customers with a social following are establishing their own brand, and I am not just referring to some of the mega-superstars on YouTube.

Brands 40

Brands Social Media Customers Consumers 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new.

Case Study 40

Case Study Social Media Analytics Study 40

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. We’ve all seen what can go wrong when communication breaks down – anything from divorce to declarations of war; but in a business context, what does it mean?

Communication 153

Communication Social Media Omni-Channel Advertising 153

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ERDM

SEPTEMBER 11, 2017

Article by Ernan Roman Featured on crmirewards.com Eighty-one percent of consumers are willing to pay for a better experience, according to the Capgemini’s study “ The Disconnected Customer.” Yet, customers don’t feel that companies are delivering high quality customer experience (CX), and one in five consumers stopped purchasing from a company after a poor experience, Capgemini’s research found.

ROI 40

ROI Metrics Consumers Study 40

TrustFuel

SEPTEMBER 11, 2017

Would you like to discover that customers are thinking about your products and services? Net Promoter Score is one of the ways you can measure their loyalty and provides you accurate data within two minutes. In most cases, the calculation is based on one single question, where you ask your clients to rate your services on scale 0-10. Later it can be followed with another question; here you can ask them to explain their score, which can give you an insight in their thoughts.

NPS 40

NPS Net Promoter Score Loyalty Survey 40

UJET

SEPTEMBER 11, 2017

As you’ve heard us say time and time again, today’s world is all about instant results. As consumers, speed trumps everything else and when that fails, we try to find the next best solution.

Consumers 63

Consumers Customers 63