Tue.Sep 04, 2018

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CX Storytime Tale of A Dish Bear-ly Served Cold

Russel Lolacher

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of…. A Dish Bear-ly Served Cold The Story ACT ONE: Robert gazed. The post CX Storytime Tale of A Dish Bear-ly Served Cold appeared first on The Upsell.

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Three Keys to Effective Customer Journey Mapping

Michelli Experience

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I will focus this installment on how to use a customer journey map to affect positive change in your organization.

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3 Tips for Senior Care Reputation Management and Employee Branding

ReviewTrackers

The use of senior care reputation management is crucial in the industry. More Baby Boomers are retiring and their children look online first to find the best care available. One way facilities can distinguish themselves from the competition is by maintaining a positive reputation in their online reviews. In fact, our research shows that 82 percent of those looking for assisted living facilities will read online reviews as part of their research process.

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AskNicely NPS Software Now Available on the Salesforce AppExchange

AskNicely

AskNicely, Inc. announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Now you can comprehensively handle NPS feedback data in Salesforce with AskNicely. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth.

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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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CX Myth #3: You Can’t Manage What You Don’t Measure

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #3: You Can’t Manage What You Don’t Measure What’s Wrong: When people talk about CX, they often repeat a popular saying “you can’t manage what you don’t measure.

More Trending

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Why CSMs Need To Be Capable Project Managers

natero

Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact with their vendor. As such, CSMs are the natural first stop for any project a customer wants to discuss. Interested in switching over to annual billing? ? Email your CSM. Want to brainstorm a new use case? ? Bring it up during your weekly call. Need a custom-built integration?

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Amazing Business Radio: Kim Tucci

ShepHyken

Bend Over Backwards For Your Customers. How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??. Top Takeaways: You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity.

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Your service quality isn’t defined by your industry

Customer Enthusiast

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores. I think it’s misguided to suggest, for instance, that insurance companies are doomed to poor OSAT due to the tension that exists between paying out (i.e., settling cla

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6 Ways to Securely Implement your AI-based Chatbot

Inbenta

Inbenta has extensive experience deploying intelligent, conversational chatbots throughout large enterprises. Over the years, we’ve learned a lot about cybersecurity measures, what to prepare for, and what to guard against. After a more recent in-depth review, we’ve outlined the following best practices for securely deployed your AI-based chatbot onto your site.

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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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Why such low click-through rates?

DemandJump

According to a 2018 SmartInsights report , the average click-through rate across all ad formats and display ads online is just 0.05%. And according to MediaPost , 60% of mobile ad clicks are accidental. This is terrible performance! Yet it is currently accepted as the norm across the ad industry. So in this blog, I’d like to unpack why ads currently perform so poorly - and how we can improve.

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Redefining Customer Engagement: Lithium and Spredfast Joining Forces

Lithium

When I joined Lithium earlier this year, one of the first things I did was get on the road and meet with as many of our customers as I could. I wanted to learn about the market through your eyes and understand where Lithium is great and where we needed to improve. One theme I heard over and over is that most companies are dealing with expensive and disjointed tech stacks to support their social and digital engagement - from marketing to customer care.

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Case study: Tesco and a consumer champion

Helen Dewdney

Every little complaint helps! It all started with a little blog post…. On 12 July 2012, Helen Dewdney, The Complaining Cow, wrote only hersecond blog post. The post was the first of many about Tesco. It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often.

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3 Signs your Business is [Becoming] Irrelevant

Andrew Mcfarland

Would you recognize the signals your customers are sending right now that say “your company is irrelevant”? Not long ago, a friend of mine had been trying to schedule a recurring meeting with a Top 3 Telecom provider (let’s call.

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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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Customer Retention Strategy: Measuring & Managing Subscription Consumption

Education Services Group

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution.

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Don’t Call it a Comeback: The Rise of Audio Content and Podcasts

CXApp

Our society’s taste for content has evolved considerably over the last decade. Where once we were happy to fill our minds with prose, we are now stuffing our faces with visual content. This is attributed to the digitization of modern experiences, alongside a push for more mobile content. You’d be forgiven for thinking visual content is the only focus in today’s landscape.

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“Killer” Customer Satisfaction Program in 7 Steps

Dapresy

7 Steps to make a killer customer satisfaction program. Determine your KPI’s. Brainstorm Key Performance Indicators that will drive your business. How do you want your customer to feel before, during, and after interacting with your brand? Simplify your survey. Create a survey that leaves your customers feeling satisfied that they made their opinions heard.

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6 Ways to Securely Implement your AI-based Chatbot

Inbenta

Inbenta has extensive experience deploying intelligent, conversational chatbots throughout large enterprises. Over the years, we’ve learned a lot about cybersecurity measures, what to prepare for, and what to guard against. After a more recent in-depth review, we’ve outlined the following best practices for securely deployed your AI-based chatbot onto your site.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Customer feedback and trust; how a lack of feedback opportunities is costing the financial services industry dearly

Maru Group

Results taken from Maru/edr’s Financial Services Treating Customers Fairly report. Full exclusive insight available in Autumn 2018. Trust is the biggest driver of consumer decision making when it comes to financial services. Maru/edr research from just last month revealed 62% of consumers cite trust as the most important factor when considering which provider to open an account with.

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How Modern Mortgage Brokers Are Streamlining the Buyer Journey

Keste

Mortgage brokers are in a ruthlessly competitive industry. On one side, they need to maintain strong working relationships with dozens of banks and loan officers. On the other, they must provide stellar service to home buyers during a long, complicated, and emotional process.

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Don’t Call it a Comeback: The Rise of Audio Content and Podcasts

CXApp

Our society’s taste for content has evolved considerably over the last decade. Where once we were happy to fill our minds with prose, we are now stuffing our faces with visual content. This is attributed to the digitization of modern experiences, alongside a push for more mobile content.

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The Slack Growth Hack: Making Word of Mouth Work

Chattermill

The Slack Growth Hack: Making Word of Mouth Work. by Sam Frampton. on 5 Sep 2018. NPS. Customer Experience. Growth. How to grow your company by doing one simple thing. Slack's Growth in Daily Active Users. The company has been on a growth tear over the last few years. The cloud-based technology company has capitalised on the pent-up demand for a workplace communications tool and has become the tech darling of Silicon Valley.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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The Key To Marketing And Sales Alignment? The Customer.

Forrester's Customer Insights

B2B marketers get it. They know they need to operate across their sales and marketing silos to get beyond portfolio-centric campaigns to connect with buyers via specific, contextually relevant content that engages customers across the entire life cycle. The question is no longer why. The question is how. That’s why I am excited about the sessions […].

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Healthcare Industry Review Management Tips & Insights

Grade.us

The test results are back , and the diagnosis is in. Doctors hate reviews. 75% of doctors say reviews stress them out. 33% of doctors say they believe reviews actively cause patients harm. 34% of doctors say reviews could lead to healthcare overutilization. Meanwhile, 82% of patients continue to consult third-party review sites before making decisions about their health care.

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Zero Trust Technology Works, Excuses Don’t

Forrester's Customer Insights

I have done a few exercises on implementing Zero Trust and ZTX in enterprises. The impetus for the strategy days was that those organizations had leaders that are Forrester clients and had read, or at least breezed through, the research that has been published on the topic of Zero Trust, and they are bought in […].

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Slashing Agent Attrition in the Contact Center – Super-Agent Issue 3

TechSee

With days filled with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that some agents will experience burnout. In fact, the average annual turnover rate for agents in US contact centers is 29%, with an average agent lifespan of less than 3.5 years. 60% of the turnover is due to agent resignation. With these high agent attrition rates, contact centers need innovative solutions that will keep their agents satisfied and motivated, while still meeting thei

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Guide to Mobile App Surveys

Survicate

Mobile app development is a tricky process. It is costly and time-consuming and requires proper planning, testing, and marketing strategies. Hours poured in the development and testing of an app are always going to be insufficient, and at early stages, updates and fixes are going to be rolled frequently. Even the most extensive testing will often not account for the end users older device, compatibility with other systems and permissions, or just plain system errors.

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CX Storytime Tale of A Dish Bear-ly Served Cold

Russel Lolacher

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of…. A Dish Bear-ly Served Cold. The Story. ACT ONE: Robert gazed at Deborah with a stunned look.

Travel 48
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CX Storytime Tale of A Dish Bear-ly Served Cold

Russel Lolacher

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of…. A Dish Bear-ly Served Cold. The Story. ACT ONE: Robert gazed at Deborah with a stunned look.

Travel 40