Experience Investigators by 360Connext
MARCH 28, 2018
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.
Customer Bliss
MARCH 28, 2018
If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Journey
MARCH 28, 2018
Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
Centriam Customer Experience Lab
MARCH 28, 2018
Bracket busted? Mine too ??.
Advertisement
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.
Joe Rawlinson
MARCH 28, 2018
Multivariate testing (including A/B testing) is a technique used to identify the best performing campaigns on your marketing inventory. Such testing tools can be used to identify the ad copies, landing pages and even Call-To-Action (CTA) buttons that perform the best. The way to do this is simple – marketers pick two or more variations of the component to optimize (ad copy, landing page, etc.) and make these variations available to a random group of website visitors who belong to the same
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Genroe
MARCH 28, 2018
Customer surveys come in many shapes and sizes but customer feedback question mistakes tend to be the same and repeat time and time again. These mistakes reduce the effectiveness of the feedback survey itself, waste your time and the customer’s. They are not difficult to correct, so here is how to identify and correct them […]. The post The 10 Worst Customer Feedback Question Mistakes You Can Make appeared first on Genroe.
iPerceptions
MARCH 28, 2018
This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least. But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker.
Heart of the Customer
MARCH 28, 2018
What does it take to design a customer experience (CX) program that drives business results? The CXPA identifies six disciplines as core to an effective CX program: CX Strategy Customer-Centric Culture VOC Customer Insight & Understanding Experience Design Improvement &Innovation Metrics &Measurement ROI Organizational Adoption & Accountability This white paper, written in conjunction with Intouch Insights, […].
Eptica
MARCH 28, 2018
Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.
Advertisement
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.
Second to None
MARCH 28, 2018
Encouraging excellent relationships with customers can be a significant differentiator across almost every industry. Customer retention is a key signifier of a high-performance CX platform, and your brand’s ability to provide the unique value desired by your target customers. Creating this level of performance requires a significant investment of time and resources, because there needs to be consistent measurement of ongoing performance in order to maintain a leading platform.
Truthlab
MARCH 28, 2018
Reading Time: 3 minutes One of the common, early missteps companies make when they try to re-focus an organization toward supporting CX goals is a failure to adopt the customer perspective. You have to walk the walk, not just talk the talk. Companies that succeed in providing the highest value customer experience do so by transforming their company from […].
ShepHyken
MARCH 28, 2018
Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? — Shep Hyken (@Hyken) March 17, 2018. That’s a tweet I posted based on an article I wrote not that long ago. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)?
ClientSuccess
MARCH 28, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Advertisement
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,
Lithium
MARCH 28, 2018
Lithium CX Files: Consorsbank Explains the Importance of Being Customer-Oriented in Today’s Digital World. “We’re still on a journey to learn.”. Michael Herbst – Senior Expert Social Media, Community Manager , Consorsbank. Now four years since its official launch, the ConsorsBank Community has really come into its own, becoming a core piece of the business’s broader customer engagement and social customer care efforts.
Beyond the Arc
MARCH 28, 2018
Keep the pace. Manage the volume. Deliver the facts. “That’s how we get things done,” thought Kelly. Yet as a 20-year veteran Customer Communications Manager at a payroll software company, Kelly knew this approach was no longer enough to satisfy customers. Understanding the problem Kelly led a team of hardworking writers, all bright, motivated —. Read More.
Lithium
MARCH 28, 2018
Lithium CX Files: Consorsbank Explains the Importance of Being Customer-Oriented in Today’s Digital World. “We’re still on a journey to learn.”. Michael Herbst – Senior Expert Social Media, Community Manager , Consorsbank. Now four years since its official launch, the ConsorsBank Community has really come into its own, becoming a core piece of the business’s broader customer engagement and social customer care efforts.
CSM Magazine
MARCH 28, 2018
Achieving growth is a shared goal for almost all businesses, but learning how to do it effectively can seem overwhelming in terms of resources and budget. The truth is that achieving growth doesn’t have to be complicated. When a properly developed strategy is implemented, you’ll begin to see how taking small, calculated actions will deliver the most effective and quickest results.
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.
Lithium
MARCH 28, 2018
Lithium CX Files: Consorsbank Explains the Importance of Being Customer-Oriented in Today’s Digital World. “We’re still on a journey to learn.”. Michael Herbst – Senior Expert Social Media, Community Manager , Consorsbank. Now four years since its official launch, the ConsorsBank Community has really come into its own, becoming a core piece of the business’s broader customer engagement and social customer care efforts.
CSM Magazine
MARCH 28, 2018
Does company loyalty exist anymore? The definition of company loyalty has certainly changed over the years. Gone are the days when an employee would stay with one company for thirty years, especially since that is what employers valued back then. Even staying with one company for ten years is becoming a thing of the past. Now it seems like the longer you stay at a job, the less marketable you become.
Maru/HUB
MARCH 28, 2018
Bad experiences cost company’s money. A lot of money. This paper shares four ways to quantify your investments, with a focus on investing in customer experience improvement to increase sales to existing customers, lower staff turnover costs, and increase brand value. The post 4 ways to increase ROI with Customer Experience appeared first on Maru/Syngro.
Michelli Experience
MARCH 28, 2018
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post The Future of Customer Experience Delivery | Infographic appeared first on Joseph Michelli.
Advertisement
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.
UserReplay
MARCH 28, 2018
As I write this, I am feeling rather ‘Springy’. Clocks changed – tick! Daffodils aplenty. The post There’s no business, like snow business! appeared first on UserReplay.
Verint
MARCH 28, 2018
Emerging technologies have significantly transformed customer engagement in recent years, from the rise of mobile reducing face-to-face communication, to artificial intelligence (AI) driving innovation across a range of sectors. But it’s not just brands that have harnessed advances in technology—consumers have too. Whether choosing to shop online rather than in-store or engaging with a chatbot, consumers now expect to be able to interact with brands digitally.
Brad Cleveland Blog
MARCH 28, 2018
The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are … Continue reading → The post Traits of Engaged Employees appeared first on Brad Cleveland.
Comm100
MARCH 28, 2018
The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. Apart from this, mangers are also able to use reports to monitor the customer support team, cut costs, streamline the processes that support the customer service department and make strategic decisions.
Advertisement
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?
Brad Cleveland Blog
MARCH 28, 2018
The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are respectful and helpful to colleagues. They are willing to go the extra mile.
QuestionPro Audience
MARCH 28, 2018
Wendy’s, the third largest burger fast food chain in the world, has been around since 1969. Created by Dave Thomas, and named for his daughter, Melinda (Wendy), it was a brand that was folky and wholesome. By the 1990s, Dave had become a household name, as he had appeared in more than 800 commercials, and a survey conducted by Wendy’s in the 1990s showed that 90% of Americans knew who he was.
Brad Cleveland Blog
MARCH 28, 2018
The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are respectful and helpful to colleagues. They are willing to go the extra mile.
Expert insights. Personalized for you.
259 
Let's personalize your content