Tue.Feb 20, 2018

article thumbnail

4 Ways Customer Effort Score Can Help Improve the Customer Experience

GetFeedback

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

article thumbnail

Do You Know Your Customer Journey Map & the Emotions Overlay?

C3Centricity

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Tech to the rescue: How Virtual Assistance can improve CX

CloudCherry

Technology has become decisive to shaping customer experiences. It has opened up infinite possibilities for brands to not just capture customer data, but also engage with customers in real-time, in a seamless manner. And Virtual Assistance is an important part of the technology wave. It adds a level of personalization to the customer experience and also improves the efficiency of addressing customer queries, issues and more.

article thumbnail

4 Ways Customer Effort Score Can Help Improve the Customer Experience

GetFeedback

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

article thumbnail

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!

article thumbnail

Customer Experience Management: What Every CX Leader Should Know

IntouchInsight

Are you trying to lay the groundwork for a standout customer experience management (CEM) program? Is your organization looking to evolve its CX maturity ? Neither of these are easy corporate initiatives, but they are necessary for survival in the Age of the Customer.

More Trending

article thumbnail

Your Quest for Survey Data May Be Hurting Your Company

Heart of the Customer

One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics. Metrics are comfortable for us. Whether we’re talking Net Promoter Score, Customer Effort Score, or good old customer satisfaction, survey metrics give us something to share with […]. The post Your Quest for Survey Data May Be Hurting Your Company appeared first on Heart of the Customer.

article thumbnail

Deliver Top-Line Experience and Make the Lives of Your Customers Better: An Exclusive Interview with Ms. Meera Iyer, Marketing Head, BigBasket

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

article thumbnail

How To Stand Out In The Sportswear Industry

Second to None

Online stores and increased accessibility has ramped up competition amongst organizations in every industry, making it essential that brands find a way to offer a unique value to their customers that only they can provide. By tailoring your services to provide this level of value, you are positioning your brand to both endear itself to customers for the long-term and contributing to a winning platform in the present.

article thumbnail

B2B Customer Experience (CX): 5 Steps to Winning the Whole Enchilada

Truthlab

Reading Time: 3 minutes The challenges and complexity of B2B transactions are well documented, and include the following The stakes are higher: The stakes are higher at every B2B touch point because B2B transactions are typically lower volume/higher value. So each individual point along the B2B continuum matters more than in a typical B2C pipeline. The price point […].

B2B 59
article thumbnail

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

article thumbnail

5 tips to transform your social customer service

Eptica

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. Author: Pauline Ashenden Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands.

Tips 55
article thumbnail

Customer Self-Service and Its Value in the Digital Age

Provide Support

Customer Self-Service and Its Value. In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Aside from this, it is quite potent as a tool of reducing your company’s overhead, providing significant time-efficiency as well as allowing your customers t

article thumbnail

Not Satisfied with Your Job? Create your Future

Andrew Mcfarland

I’ve written in the past about how following your own path can lead you in surprising and rewarding directions. For readers who doubted (and perhaps still doubt) whether or not this is actually possible, here’s a great example. I recently.

article thumbnail

How Fast-Growing ezCater Minimizes Agent Attrition in the Contact Center

Stella Connect

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. High-turnover teams can’t coalesce around the brand’s mission, and it shows.

article thumbnail

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

article thumbnail

2018 Confirmit ACE Awards – Now Open!

Confirmit

It’s that time of year again – the 2018 ACE Awards are open for business. This is one of the highlights of the year for us, and I know the awards are something that our customers get very excited about too. As ever, our judges will be looking for examples of great Customer Experience programs that deliver real business results. While listening to customers (and of course employees) is great, what’s most important is demonstrating that you’re taking the Voice of the Custom

article thumbnail

How Fast-Growing ezCater Minimizes Agent Attrition in the Contact Center

Stella Connect

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. High-turnover teams can’t coalesce around the brand’s mission, and it shows.

article thumbnail

How to Protect Customer Data Rigorously so You Don’t Lose Clients Through Loss of Trust

CSM Magazine

When it comes to having a focus on customer service so you can make more sales and generate more referrals and testimonials, there are lots of different things you can work on. This includes being available at the times and touchpoints customers use; training your team better; and making more comprehensive information available to consumers. However, all of this can be for nothing if you lose client trust because your database or other company systems get hacked.

Data 40
article thumbnail

Building a Brand with Customer Experience: Episode 19 of Experience This!

Oracle

? ? ? ?. Episode 19 of Experience This! – a customer experience podcast series – is now available. Listen here. Episode 19 summary: Listen and learn why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate. Get more episodes of Experience This! at smartercx.com/experience-this.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

5 Ways Artificial Intelligence Revolutionizes Customer Service

CSM Magazine

As a vital component in today’s marketplace, learn how AI is is harnessing the power to revolutionize the customer experience. One of the most disruptive technologies of our time is Artificial Intelligence (AI) which makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. With the capacity to drastically change our entire world, early adopters are already experimenting with the lucrative functions of AI, especially within the contact center wor

article thumbnail

Customer-Centricity Model: A Framework for Delivering “Wow” Moments

Solvvy

The post Customer-Centricity Model: A Framework for Delivering “Wow” Moments appeared first on Solvvy.

article thumbnail

Why Journey Management Is Better Than Journey Mapping

Strativity

The post Why Journey Management Is Better Than Journey Mapping appeared first on Strativity.

article thumbnail

How to Improve Customer Experience: A Step by Step Guide

Lumoa

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

article thumbnail

How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

article thumbnail

How Long Does It Take to See Results From SEO

LiveChat

A common question that businesses ask in relation to SEO is ‘how long will it take to work?’ It is natural that when you are investing in a marketing service that you want to ensure that it is as successful as possible. Otherwise, it is not a worthwhile investment to make. However, the issue with this question is that unfortunately, sometimes the answer is more complicated than the question itself.

article thumbnail

EuroCIS | 27.2.-1.3.2018

Happy or Not

February 2 – Mar 1, 2018 | Dusseldorf, Germany HappyOrNot is proud to join the leading trade fair for Retail technology event EuroCIS. You can find us from Hall 9 / Booth E33. For more information about the EuroCIS 2018 event, please click HERE. HappyorNot profile at the event site. More about our service and improving customer satisfaction in Retail.

Retail 28
article thumbnail

Executive Perspectives on Automation Innovation

Verint

Remember that the Verint Systems Engage global customer conference takes place May 14 - 17, 2018 in Dallas, Texas—an interactive event designed to help customers and partners engage with industry peers and make the most of Verint solutions. Did you have a chance to read the blog last month from Rob Lamoureux that highlighted the Engage customer awards and a call for speakers?

article thumbnail

Aviation Festival Asia | 27.-28.2.2018

Happy or Not

February 27-28, 2018 | Singapore HappyOrNot is proud to join Asia’s largest commercial aviation event Aviation Festival Asia 2018. You can find us from Booth E11. For more information about the Aviation Festival Asia 2018 event, please click HERE. Chris Armstrong, Regional Director (Asia) will be moderating panel discussion: Creating a seamless on-the-ground experience.

article thumbnail

The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

article thumbnail

How Fast-Growing ezCater Minimizes Agent Attrition in the Contact Center

Stella Connect

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. High-turnover teams can’t coalesce around the brand’s mission, and it shows.

article thumbnail

Inside Retail Live | 27.2.-2.3.2018

Happy or Not

February 28 – March 2, 2018 | Melbourne, Australia HappyOrNot is proud to join, together with Authorized Reseller Push My Button, the largest gathering of Australasian retailers and suppliers – Inside Retail Live 2018 event. You can find us from Stand 120. For more information about the Inside Retail Live 2018 event, please click HERE.

Retail 28
article thumbnail

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?

Comm100

Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. There’s a reason why we’re so attracted to Chatbots (or at the very least, drawn into the conversation): Chatbots promise to do many things.

Chatbots 134