Thu.Dec 06, 2018

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The Proper Way to Ask for Customer Feedback

Kayako

When collected and implemented properly, customer feedback can help improve your product and the services that support it. Learning of how customers perceive your business is critical to building a customer-centric culture that strives to provide the best possible experience for prospects and customers alike. In this article we are going to explore the best and most effective ways to approach customers for feedback.

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Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

I came across a Forbes article that explored how CX is being looked at in the telecoms industry, and it stated that, “more and more, telcos are concerning themselves not just with whether things work from a technical standpoint (“Does my cell phone have a signal?”), but with the emotions of the customer (“Am I having fun watching this video – or feeling impatient and frustrated?

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How to Implement a Successful Omni-Channel Strategy and Solution

Vonage

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Although many market solutions claim to offer a complete omni-channel solution, most fail.

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Retail Auto: Carmaker Mega-Bonus Incentive Programs Prompt Dealership Behavioral Changes

InMoment XI

There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that might surprise many. New, factory bonus incentive programs, such as GM’s EBE, ESE and PASE and Nissan’s Customer Experience Elements, are creating pressure on car dealers to bring “customer experience” to the same level of. View Article.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Building a referral program in Salesforce

AskNicely

One of the best ways to engage with your happiest customers is to invite them to refer a friend or colleague (especially if they’ve just filled in a Net Promoter Score survey saying they’d happily do exactly that!). And, of course, you also want to take the chance to make your happy customer a little bit happier still, so offering some sort of reward for a referral is often a good idea.

More Trending

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Contact Center SLA: What it is, How it’s Calculated, and Why You Care

NICE inContact

SLA stands for, of course, Service Level Agreement. You could say at its most generic, an SLA is almost like a promise that a service provider makes to a customer about the quality of service they will provide. Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers.

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4 Field Service Innovations Changing the Customer Experience

Oracle

From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience. As the Technology Services Industry Association notes, automation boosts productivity and increases revenues within field services. New apps and technologies are improving customer management, streamlining service delivery, and helping field services professionals complete strategic repairs.

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3 Questions to Answer for Your Annual Customer Experience Checkup

NICE inContact

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

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How to Humanize Your Chatbots?

kommunicate

We have seen the evolution of chatbots. From a mere concept to helping humans in various tasks, chatbots have come along well. But, let’s all agree that talking to machines is no fun. Texting, by nature, is a very emotional activity and humans expect a similar involvement from the other side. How frustrated do you [.]. The post How to Humanize Your Chatbots?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Client Storytelling involves more than retelling Business Cases

One Millimeter Mindset

How comfortable are you with client storytelling? Storytelling is a Big Idea involving professional evolution of soft skills you are less-than-comfortable applying to business development and problem-solving. First, most of us do not perceive ourselves as storytellers. We leave that function up to “someone else” in our organization or association – whomever that may be.

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10 ways to use customer data to build a better customer support training program

UJET

Proper training gives your team the tools they need to provide an exceptional customer experience. When you incorporate customer data into training programs you're ensuring that every agent understands how customers actually interact with your team. This makes it easy to anticipate the customer's needs, understand their feelings, and guide them along the customer journey.

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3 Key Takeaways from NGPX 2018

iPerceptions

What a week it was at NGPX 2018! This year’s conference took place in sunny San Diego, California, and gathered hundreds of Healthcare and Patient Experience (PX) professionals to share lessons and stories on managing the patient experience based on their organization’s own experiences, and also discuss the best ways Healthcare organizations can go about improving experiences across the patient journey.

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On the Podcast: Creating Call Center Leaders with Jim Rembach

SaleMove

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an e-learning platform which develops contact supervisors skill sets for highly successful front line leaders. With more than 20 years in the call center industry, Jim has made a career combining his interest in finance with his passion for helping people.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Everything You Need to Know About Yelp Business Advertising

ReviewTrackers

Advertising on Yelp has the potential to bring more exposure to your Yelp business page. When you create an ad on Yelp it doesn’t just appear on the site’s desktop platform; it also shows up on its mobile website and on the app. The following features are available for any business. However, Yelp has two ad service offerings that cater to business with 1-10 locations or those with more than 10 locations.

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CustomersFirst Now Wins 2018 Innovation Award for Customer Journey Mapping from Aragon Research

Clarivate

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping. This award recognizes CFN’s continued innovation of its Customer Journey Management platform, CFN Insight.

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How Not to Lose Customers in the Busy Holiday Season

Provide Support

Holidays provide a great opportunity for companies not only to sell more to repeat clients but also to acquire new customers. Together with a great opportunity to gain, comes a big chance to lose customers in the holiday season if you offer them bad customer service. Customer service is almost always the first impression a customer will have with your company, so it is important to handle it the right way and not scare your customers away.

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How Do I Improve My Customer Service Interactions?

Playvox

Customer service is a pivotal aspect of running a successful business. Research shows 83 percent of buyers require some kind of support throughout their customer journey, though this actually rises to 90 percent for those with little experience of online shopping.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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What To Expect When Looking For BPO Services

Magellan Solutions

It started as a business strategy to cut costs and to supplement certain functions which are not available internally. Business process outsourcing (BPO) services, or what we simply know today as outsourcing, has gone a long way since then. Businesses from all industries with varying sizes continue to seek various BPO services to meet the needs that they have difficulty solving on their own.

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How to Go From Glorified Support to True Customer Success

Gainsight

It’s a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn’t a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. And a lot of CEOs were realizing they needed to get proactive about ensuring their customers’ success with their products and started investing in Customer Success Management.

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Hunting for Black Swans

C Space

Hunting for Black Swans. How do you prepare for the unexpected? Oftentimes, you can’t. But anybody can become hardy when they’re faced with enough unknowns. Having faced frequent client challenges, Lucy Handley, Head of CORE at C Space London, offers her 3 top tips on how she overcomes the unexpected… Tweet. Lucy Handley. Head of CORE at C Space.

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New research reveals the essential role of employee voice in CX

MyCustomer

Voice of the Customer. Study reveals the role of employee voice in CX.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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If CX is #1 - Why Do These Things Happen?

Innovative CX

In a previous blog post I mentioned that I was presenting to a group of 200 service executives and asked a simple question – how many had checked their IVR in the last 24 hours? No one. Last week? No one. Last month? A couple of hands were raised. After the break, I asked the same question and almost everyone raised their hand that they had checked in the last 15 minutes!

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On the Podcast: Creating Call Center Leaders with Jim Rembach

SaleMove

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an e-learning platform which develops contact supervisors skill sets for highly successful front line leaders. With more than 20 years in the call center industry, Jim has made a career combining his interest in finance with his passion for helping people.

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4 common market segmentation mistakes and why businesses fail

Perceptive

Lack of proper preparation or implementation is where most companies fail—but that's just the start of the concerns for any business looking to segment their audience and better target their most valuable consumers.

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On the Podcast: Creating Call Center Leaders with Jim Rembach

SaleMove

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an e-learning platform which develops contact supervisors skill sets for highly successful front line leaders. With more than 20 years in the call center industry, Jim has made a career combining his interest in finance with his passion for helping people.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Why Bringing Agents and Bots Together = #Goals

Bold360

Bot-o-phobia? AI Anxiety? If there’s a term for the fear that chatbots will make human customer service agents extinct, we don’t know what it is—but it’s a thing. A recent study we conducted found that, 68% of businesses surveyed agreed that their human agents are worried about being replaced by chatbots. With more and more businesses bringing AI into their CX mix, it’s not surprising.

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The Fear of Driving and the Future of Not

C Space

The Fear of Driving and the Future of Not. For those who find driving a stressful experience, the concept of autonomous vehicles looks promising. But the mobility sector hasn’t quite cracked the issue of trust. What can the auto industry do to build this trust? Nicola Spitzer, Senior Consultant at C Space, explains why a little bit of empathy can go a long way… Tweet.

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There’s No “Data Strategy” — Align Insights Priorities To Your Business Strategy

Forrester's Customer Insights

Greetings from sunny but cold Orlando, where the inaugural Forrester Data Strategy & Insights Forum just wrapped up. During the event, I spent time with a seasoned data professional who joined me as a panelist in my session and who took advantage of the wealth of wisdom dispensed in keynotes and deep dives throughout the event.