ijgolding

DECEMBER 4, 2017

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

QuestionPro Audience

DECEMBER 4, 2017

The wearable technology market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. This technology encourages wearers to be more engaged in their health and lifestyle choices. In addition to being a fashionable accessory, wearables collect pertinent data that can be sent to the wearer’s physician. In contrast to a one-time blood pressure reading at an appointment, wearables provide data taken over a period of time, such as sleep patterns, heart rate, and activity lev

Technology 247

Technology Exercises Fashion Healthcare 247

Alida

DECEMBER 4, 2017

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac. Many people associate Cadillac with the yesteryears—back to the era of Marilyn Monroe and Elvis—but not with the innovation leaders of today.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

QuestionPro Audience

DECEMBER 4, 2017

What is Wearable Technology? Wearable technology encourages wearers to be more engaged in their health and lifestyle choices. In addition to being a fashionable accessory, wearables collect pertinent data that can be sent to the wearer’s physician. This market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. In contrast to a one-time blood pressure reading at an appointment, wearables provide data taken over a period of time, such as sleep patterns, heart rate, an

Technology 199

Technology Exercises Fashion Healthcare 199

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Steve DiGioia

DECEMBER 4, 2017

do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed…. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school; the gravelly-voiced divorced mom of 4 grown kids that needed to pay her bills and get her lif

Sports 178

Sports Hospitality Tips Customer Service 178

Heart of the Customer

DECEMBER 4, 2017

Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because of the dollars and energy that went into it, but also because one failed journey mapping project makes it less likely that your company will try again. So here are four […]. The post Four Common Journey Mapping Mistakes appeared first on Heart of the Customer.

Customer Journeys 159

Customer Journeys Company Customers Customer Experience 159

Wired and Dangerous

DECEMBER 4, 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.

Meeting 79

Meeting Customers Measurement Customer Expectations 79

Truthlab

DECEMBER 4, 2017

Reading Time: 3 minutes When you’re trying to move the dial and improve CX in B2B environments, don’t think about trending ideas or buzzwords. Instead, focus on fundamentals. Customer experience—no matter the context—is about optimizing the overarching interaction a person (or a company) has with your brand, your product or your digital environment, and that interaction is the sum […].

B2B 59

B2B Customer Experience Trends Interaction 59

Confirmit

DECEMBER 4, 2017

This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway! The CX world is destined to be a very different place in the future, but before we get there, we’d like to share with you our perspective about what’s

Analytics 49

Analytics Survey Feedback Customer Experience 49

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Communication

Experience Matters

DECEMBER 4, 2017

If you like customer experience and visualizations, then you should enjoy this collection of CX infographics that we’ve published over the last year or so. Each of the infographics can be downloaded as a traditional infographic, or in the form of an 18″ x 24″ poster. Here are some of our most recent infographics: The Ultimate CX Infographic, 2017 6 Levers For Executive Commitment to CX The Power of Customer Journey Thinking The Human Conversational Model The Four CX Core Comp

Infographics 48

Infographics Customer Experience ROI Culture 48

Strativity

DECEMBER 4, 2017

When business leaders come up with exciting new initiatives and find opportunities in an uncertain. environment, putting those plans in motion can be a difficult undertaking. One challenge is inspiring employees to change the way they think—and work. So how can companies get employees on board with new growth strategies? Crain’s recently spoke with.

Customer Experience Design 40

Customer Experience Design Loyalty Groups Sales 40

Topdown

DECEMBER 4, 2017

Top business book reads from MBO Partners.

59

59

dscout People Nerds

DECEMBER 4, 2017

Salesforce Ignite’s David O’Donnell on redefining nimble in-context research for an app MVP.

Report 40

Report 40

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Tips

Helen Dewdney

DECEMBER 4, 2017

Press release. Dryer replacement scheme ends for Whirlpool/Hotpoint/Indesit users – Company updates list of affected machines without telling customers. Whirlpool has announced that it is ending its replacement scheme for dangerous tumble dryers that have caused fires. With growing waiting lists for repairs, Whirlpool had previously offered customers the option of purchasing a new dryer at the reduced rate of £50.

Insurance 30

Insurance Report Customers Consumers 30

LiveChat

DECEMBER 4, 2017

A long time ago, entrepreneurs were struggling to provide buyers with high-quality products and reasonable prices. While these elements of the business are still very relevant, they are gradually losing the race against customer satisfaction. Namely, recent surveys revealed that consumer experience will become the most important brand differentiator by 2020.

Customer Satisfaction 28

Customer Satisfaction Measurement How To Net Promoter Score 28

Verint

DECEMBER 4, 2017

The Automation Innovation Conference. December 5-6; New York City. Verint’s Craig Seebach, vice president, enterprise workforce optimization strategy, will participate in a panel discussion titled “Building a Comprehensive Business Case for Automation and AI” at 1:35 p.m. ET on the 5th that will offer attendees experiences and lessons on how to create a comprehensive business case for future automation, AI, and cognitive computing investments.

Conference 25

Conference Innovation Strategy How To 25

Beyond Philosophy

DECEMBER 4, 2017

I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse.

Company 103

Company Customer Centricity Consumers Customer Experience 103

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Retail

Avaya

DECEMBER 4, 2017

It’s that time of year again! It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. But each December, Avaya technology must support a flood of calls to the “NORAD Tracks Santa” hotline, which is deployed by the NORAD Operations Center at Peterson Air Force Base in Colorado Springs, Colorado.

Contact Center 69

Contact Center Self Service Travel Social Media 69

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service 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. Rethinking Federal Customer Experience by Frank Konkel. (Nextgov) This eBook looks at how agencies are baking customer experience into their missions.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0