Wed.Oct 31, 2018

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Falling Under the Magic Spell of NPS Undermines a Focus on Quality Customer Experience (CX)

Truthlab

Do you have a good Net Promoter Score (NPS)? Great, but that’s not enough. Dig deeper if you want great end-to-end customer experience (CX). Dig deeper if you’re going to retain those “promoters” and convert those “detractors” into satisfied customers. Just because you have an excellent NPS score doesn’t mean you’ve won at CX, and […] The post Falling Under the Magic Spell of NPS Undermines a Focus on Quality Customer Experience (CX) appeare

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How to Apply Customer Experience Advocacy in Marketing

ProProfs Chat

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today.

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The AI Creep-O-Meter

Interactions

While we know that the future of AI doesn’t consist. Read more » The post The AI Creep-O-Meter appeared first on Interactions Resource Center.

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Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.

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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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Sorting through the RPA Hype - Treating the Symptom Not the Cause

Uniphore

While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.

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Sorting through the RPA Hype – If RPA is not for business users, then who?

Uniphore

Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.

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Will AI Bring the Humanity Back to Digital Business?

Bold360

Imagine this: You need something to wear for a special occasion, so you head to your favorite clothing store. There are plenty of associates around, but they just stand there, ignoring you. You have a question about the price of an item, so you search out someone to help. After asking your question, you just stand there awkwardly waiting for an answer.

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Sorting through the RPA Hype - What IS the Role of the Business User in this RPA World?

Uniphore

So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be. The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc.

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The 5 P's of ITA Group: A recipe for success

Chadwick Martin Bailey

You might be familiar with the 5 P’s of marketing (product, price, place, promotion, and people), but last week at the ITA Group annual sales kickoff meeting, I was introduced to another powerful set of P’s: The 5 P’s of ITA Group. While the 5 P’s of ITA Group are guiding principles that knit together the ITA Group Family ( which includes CMB ), they’ll also resonate with any business committed to providing world-class service to clients and customers.

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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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Sorting through the RPA Hype – How did we get here? “The Wedge”

Uniphore

Why do we want business users to build RPA bots in the first place? It’s no secret and I hear it in almost every organization I have observed throughout my tenure and it is a big reason why RPA (although existed for 20+ years) suddenly became mainstream a few years ago. The fact that in an organization, traditionally IT and business have not always seen eye to eye (I know, shocker right) and in many cases have not even looked each other in the eye for quite some time.

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Delivering public sector customer experience at a time of change

Eptica

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. Author: Pauline Ashenden - Marketing Manager Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change.

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Two Powerful Ways Your Customers Can Work For You

The DiJulius Group

One of my favorite sayings when it comes to customer service is this: “The best customer service companies are the best storytelling companies.” All companies should strive to share stories that paint the picture of the great things their team members do. But, collecting those stories can really pose a challenge. Here are two ways. Read Full Article.

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How to Manage Multiple Facebook Pages with Facebook Business Manager

ReviewTrackers

Social media teams should learn how to manage multiple Facebook Pages with Facebook Business Manager because of its ease of use. With Facebook’s management platform, you can set up a efficient system for your business Pages where you can manage all your locations pages through one brand page. The platform is helpful if you run, say, 100 fast food restaurants all under one brand name.

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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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Correlation vs. Causation in Customer Success

Gainsight

I’m reading this fabulous book right now that is perfect for anyone making important decisions— The Book of Why. The author, Judea Pearl, subtitled the work as “The New Science of Cause and Effect,” and the “new” part is what caught my eye. In the introduction, Pearl shares how the distinction between causation and correlation—and the science underlying this difference—is relatively new in the human situation.

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How Social Analytics Keeps Social Monsters from Creeping Up

NetBase

As we celebrate Halloween, let’s take a moment to recognize the monsters hiding in your midst on social. Consumers don’t turn into gremlins overnight – so why are you letting them catch you off guard? Follow Social Listening Breadcrumbs. Nothing consumers think or feel should be a surprise if you’ve got social listening tools working for you. These tools point to every rustling leaf, every creaking door, every ominous footstep in social’s creepy mansion.

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How to win at Black Friday and Small Business Saturday

FiveStars

At Fivestars, we’re all about helping small businesses triumph against their big-box competitors. As one of the biggest shopping events rolls around this year, we wanted to share our Black Friday game plan to inspire your marketing strategy. The competition Big box retailers go hard for Black Friday—and they start early. Typically, the big players […].

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3 Foundations for Digital Transformation

Alliance by IFS

In this featured article from Field Service News , Astea’s Managing Director–EMEA John Hunt outlines three key areas of focus for field service companies looking to embrace digital transformation. D igital transformation has become something of a ‘buzz-term’ in executive boardrooms in all sectors over the last few years, particularly when it comes to field service delivery.

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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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Empowering the Electorate

dscout People Nerds

BallotReady’s deep dive into how to engage voters on political issues and create a more informed electorate.

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Customer Feedback 101

Vocalabs

Customer Feedback 101. Peter Leppik. Wed, 2018-10-31 14:36. Survey Design and Technique. I've noticed that to newcomers to Customer Experience sometimes want a quick reference for the best practices we've developed for customer feedback programs, and an easy way to get smart about some of the jargon we use. We've added a new section to our website, Customer Feedback 101.

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Are These Monsters Hiding in Your Contact Center?

Talkdesk

Happy Halloween from Talkdesk! As a child, you were reassured time and again that the monster living under your bed was a figment of your vivid imagination. While that (hopefully) turned out to be the case, there are troves of “monsters” occupying the dark corners of contact centers that are impeding change and negatively impacting the customer experience in very real and measurable ways.

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MS Certificate Processing Campaign Sees Positive Year-By-Year Growth

Magellan Solutions

Five years after entrusting its certificate processing job to the Manila-based BPO company Magellan Solutions, a service and compliance leader in SaaS-based Certificate of Insurance continue to experience positive year-by-year growth in terms of the total number of certificates processed each year. “From the day we handled the project, the number of outputs has increased by 70 percent,” Alby Leyva, the senior team leader of the account, stated.

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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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Sharing Online Love for British Authors During Novel Writing Month

NetBase

National Novel Writing Month (NaNoWriMo) starts November 1 st and it happens worldwide. What is it exactly? It’s an opportunity for savvy social media listeners selling any products or services relevant to writers to target this niche group for a full month! And although it started in San Francisco (way back in 1999), we find a significant – and growing – UK contingent participating, Possibly inspired by J.K.

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5 Ways To Mobilize Your Advocates To Boost Your Customer Success Function

Influitive

Customer advocates can do a lot more than just share your tweets. In fact, using your advocates to support your marketing efforts is only the tip of the iceberg. Advocates can improve your business not only throughout the customer lifecycle, but also across many departments. One popular trend is to use advocates to bolster the.

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What Is Needed To Build A Quality Assurance Program

Playvox

Have you ever been so unsatisfied with a business’s customer service that you simply refused to buy from them again? If so, you’re not alone. Almost 50 percent of consumers will abandon a brand — even one they have used for years — after experiencing bad service.

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When Customer Service Goes Bad, One Of These Reasons Is Likely Why

SaleMove

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before the

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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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How to identify obstacles to omnichannel success

MyCustomer

1st Nov 2018. Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organisational silos, data. By. Neil Russell-Smith. Head of Marketing, EMEA.

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When Customer Service Goes Bad, One Of These Reasons Is Likely Why

SaleMove

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before the

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Why Brand Marketers are Saying ‘Yes’ to Controversial Topics

Think Customers

Patagonia is endorsing two political candidates. Nike’s Colin Kaepernick ad spurred some customers to burn their sneakers. Are brands throwing out the rulebook on avoiding social and political topics? Yes and no. At Incite Group’s Brand Marketing Summit, marketers explained why they’re wading into sensitive topics. “Consumers are craving brands that have a point of view,” said Jill Cress, chief marketing and communications officer of National Geographic Partners.

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