GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. You do this by gathering and analyzing customer insights and identifying trends and strategies to improve customer experience.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Survicate

MARCH 20, 2019

Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other. We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective ? We’ve asked CEOs and Marketing, Sales, and Customer Success leaders to share their experiences with establishing customer-centrism across the entire organization.

Tips 85

Tips Customer Centricity Social Media Insurance 85

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. We believe that customer success is not just a department, but a company mindset and culture.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Joe Rawlinson

MARCH 20, 2019

Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy. At their core, business and psychology both explore a better understanding of people’s behavior, wants, and needs. Of course, customer service ties both fields together, as providing a top-notch customer service experience is the key to acquiring and retaining new and existing customers

Customer Service 84

Customer Service Customer Experience How To Social Media 84

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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

Experience Matters

MARCH 20, 2019

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

Interaction 333

Interaction Customer Experience Management Customers 333

Kerry Bodine

MARCH 20, 2019

It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping

Customer Journeys 225

Customer Journeys Travel Training Engagement 225

GetFeedback

MARCH 20, 2019

Find out how to make a survey online that your customers will want to take and that will boost response rates and help you make smart business decisions.

Survey 150

Survey Customers How To 150

Kerry Bodine

MARCH 20, 2019

It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping

Customer Journeys 120

Customer Journeys Travel Training Engagement 120

GetFeedback

MARCH 20, 2019

The customer voice is at the core of any successful customer experience (CX) program. Here's how to measure customer voice.

Customer Voice 150

Customer Voice Measurement Customers Customer Experience 150

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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

Kerry Bodine

MARCH 20, 2019

It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping

Customer Journeys 120

Customer Journeys Travel Training Engagement 120

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now. PwC recently released findings from their 2018 research among 2,000 respondents in 50 countries on workplace culture.The first shocking statistic is that 80% of employees feel that their workplace culture must improve significantly or a fair bit in order to succeed,

Culture 109

Culture Leadership Exercises Groups 109

ShepHyken

MARCH 20, 2019

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers. He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication.

Communication 108

Communication Culture Policies Customer Service Training 108

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now. PwC recently released findings from their 2018 research among 2,000 respondents in 50 countries on workplace culture.The first shocking statistic is that 80% of employees feel that their workplace culture must improve significantly or a fair bit in order to succeed,

Culture 83

Culture Leadership Exercises Groups 83

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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

ReviewTrackers

MARCH 20, 2019

Insurance reviews have a massive impact on the industry. Our online reviews survey revealed that insurance companies have an average of 4.53 stars , meaning that the competitive landscape in the insurance world is fierce. This average rating beats out other major industries including services, restaurants, and healthcare. This makes it vital for every insurance agent to not just have online listings but reviews and ratings as well.

Insurance 92

Insurance Automotive Consumers Social Media 92

Second to None

MARCH 20, 2019

As the world becomes more digitized, the internet’s influence continues to infiltrate all industries. With the proliferation of digital social platforms, there is a perpetual need to monitor the conversation around your company online. A slew of unaddressed negative reviews can result in major financial loss, making the tedious task of online reputation management (ORM) a necessary process in the success of your business.

Social Media 86

Social Media Brands Customer Centricity Voice of Customer 86

datastax

MARCH 20, 2019

How are today’s leading enterprises using DataStax to change the world? Find out at DataStax Accelerate , the world’s premier Apache Cassandra conference, which will take place May 21–23, 2019 in Washington, D.C. There, we will announce winners of the inaugural Stax Awards, which will be given to DataStax customers in three different categories: The Best Use of DataStax in a Hybrid/Multi-Cloud Environment Award recognizes enterprises that have deployed DataStax Enterprise across multiple cloud p

Company 88

Company Conference eBook Banking 88

The DiJulius Group

MARCH 20, 2019

[Part 1 Article] The Rise of Robo Restaurants One perhaps surprising field that has taken advantage of the shift to technology is the restaurant industry, where a shortage of available workers has driven up costs and limited the ability of some restaurants to open additional locations. Spyce, a casual fast-food place begun by four MIT. Read Full Article.

Groups 87

Groups Industry Technology Measurement 87

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

Genroe

MARCH 20, 2019

The difference between a Digital Marketing Funnel and a Buyer’s Journey You might assume that a digital marketing funnel and a buyer’s journey are the same thing but that would be falling short on a lot that the marketing funnel can achieve for you. Although they have some similarities, it is critical to have both […]. The post How to Build a Great Digital Marketing Funnel for B2B appeared first on Genroe.

B2B 74

B2B Marketing How To 74

Interactions

MARCH 20, 2019

Customers have all the power. They can influence their family and friends by sharing their experiences with a company, good or bad, and they hold the ultimate decision of whether to purchase from your company or go elsewhere. Therefore, a customer’s experience with your company means everything. And that experience is dictated by customer care. The conversation during a two-minute call with a company can make or break a customers loyalty forever.

Self Service 67

Self Service Customer Experience Customer Service Customer Care 67

Michel Falcon Experience

MARCH 20, 2019

Your company doesn’t have a customer experience problem…YOUR COMPANY HAS A HIRING PROBLEM! This is the message that I hammer home in this video. If you’re having trouble providing a great customer experience, your organization may have members that aren’t a culture fit. Watch the video above or read the transcript below. In this video, I’m going to share my ironclad interview process which has helped my company deliver a legendary customer experience.

Tips 60

Tips Customer Experience Hospitality Customer Centricity 60

dscout People Nerds

MARCH 20, 2019

The most useful resources for UR and UX pros…bookmark now, thank us later.

Resources 101

Resources 101

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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

Heart of the Customer

MARCH 20, 2019

The post Three Common Customer Journey Mapping Business Cases appeared first on Heart of the Customer.

Customer Journeys 79

Customer Journeys Customers 79

CSM Magazine

MARCH 20, 2019

Moving is one of the most stressful experiences many people will go through at least once in their life, if not multiple times. As such, many people choose to outsource their moving-related tasks to businesses, making a significant investment to relieve their burden. Whether you’re having a vehicle shipped across the country or boxes packed and loaded on a truck, one thing remains the same: customer service is key.

Industry 61

Industry Customer Service Social Media Financial 61

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed.

ROI 59

ROI Customer Experience Self Service How To 59

Totango

MARCH 20, 2019

We’re unequivocally focused on building the best possible technology to deliver business results, quickly and easily across large global teams. In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer centricity is what delivers a competitive advantage to enterprises.

Competitive Advantage 53

Competitive Advantage Customer Centricity Innovation Customer Expectations 53

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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

ClientSuccess

MARCH 20, 2019

ClientSuccess will host Dave Blake , our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Dave will walk attendees through common mistakes customer success leaders make as they build out their customer success strategy. Webinar: Top 5 Mistakes in Building Your Customer Success Strategy.

Customer Success 56

Customer Success Strategy Case Study Culture 56

Advantage Communications

MARCH 20, 2019

The customer service world has its own language. Whether its words such as benchmarking or abbreviations such as NPS, these terms can be daunting for any new business owners that don’t have experience in creating customer service strategies. The more of these customer service terms you know, the easier it will be for you to communicate with your whole organization and create strategies that will directly improve the customer service that your company offers.

Contact Center 53

Contact Center Customer Service NPS Customer Service Strategies 53

Gainsight

MARCH 20, 2019

When I think about health scores, it’s hard not to picture the analogy that’s built into the name: health. In the health analogy, customers are like patients and Customer Success Managers (CSMs) are like doctors. CSMs do tests and measure signals to diagnose any “diseases” and prescribe the right treatment to reduce risk and improve customer outcomes.

Data 45

Data Healthcare Measurement NPS 45