CloudCherry
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
GetFeedback
MARCH 12, 2018
Discover how you can use GetFeedback to quickly measure Customer Effort Score and understand the holistic service experience.
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CloudCherry
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
Experience Investigators by 360Connext
MARCH 12, 2018
Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve. We will have legions of fans. Our revenue will increase.
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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.
Kerry Bodine
MARCH 12, 2018
This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first three posts focused on technology , the ubiquity of contexts in which practitioners are now applying service design, and the discipline’s need for coaching. This final post will focus on service delivery.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
MARCH 12, 2018
In the subscription economy, quickly mitigating and minimizing churn is a critical driver of business success. It's debatable whether or not a 0% churn rate is possible , but companies can reduce their churn rate down to the optimal level. If you've boarded the Customer Success train, you probably already know why reducing churn is so important.
PeopleMetrics
MARCH 12, 2018
Do you ever wonder if you're doing as well as your competitors? Of course you do! This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience.
Myra Golden
MARCH 12, 2018
I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative: “Ms. Golden, I’m so sorry the camcorder hasn’t been processed yet. I know you’re anxious to have this completed. The return processing time can take up to 17 days from the date an order is returned to QVC.
Confirmit
MARCH 12, 2018
In this webinar, Claire Sporton, SVP CX Innovation speaks to some of the winners of the 2017 Awards to learn more about their Customer Experience program and the impact it has had on their business. Most importantly (we think!) they also talk about what winning an ACE Award meant to their business and provide ideas to help you complete your submission.
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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.
Stella Connect
MARCH 12, 2018
Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. But many of them don’t have a formal call center rewards program in place. They figure it’s out of their reach. We hear this in our own conversations with customer service leaders.
Second to None
MARCH 12, 2018
Customer Experience measurement programs usually share the over-arching goal of capturing an accurate understanding of how, when and why customers purchase a product. This information can be extremely helpful for brands hoping to curate a high-performance organization, because it can give specific moments that can be used as teaching moments when training employees.
Genroe
MARCH 12, 2018
While there is no direct LinkedIn to HubSpot integration there are a couple of tools that do allow you to quickly and easily copy data from LinkedIn to your HubSpot CRM database, saving time and frustration. In this post I’ll review how we use a tool called linkedhub to achieve a HubSpot integration, of sorts, […]. The post How to Setup LinkedIn to HubSpot Integration in 5 Minutes appeared first on Genroe.
Oracle
MARCH 12, 2018
Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Over 90 of these sessions will focus specifically on service trends and technologies. **Ready to register now for Modern Customer Experience 2018? Visit the registration page and use discount code “SmarterCX” to get $500 off the onsite rate now through April 9, 2018.
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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,
Strativity
MARCH 12, 2018
Employee performance excellence is an ongoing, ever-evolving process. Because better performance often translates into better customer relationships and, therefore, increased revenues and profitability, executives need to understand what drives employees to deliver their performances: inhibiting fear or inspiring freedom? The post Drivers for Performance Excellence appeared first on Strativity.
Feedb
MARCH 12, 2018
When requesting feedback via email or sending other email messages or offers from your Feedb account you will notice the “from” email used is something like account-name@feedb.io while the “reply to” email is your own email address. Why does it work that way? Because in the complicated email universe the domain used in the from email address has to match the domain of the server sending the actual email, in this case our server.
Stella Connect
MARCH 12, 2018
Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. But many of them don’t have a formal call center rewards program in place. They figure it’s out of their reach. We hear this in our own conversations with customer service leaders.
Feedb
MARCH 12, 2018
When requesting feedback via email or sending other email messages or offers from your Feedb account you will notice the “from” email used is something like account-name@feedb.io while the “reply to” email is your own email address. Why does it work that way? Because in the complicated email universe the domain used in the from email address has to match the domain of the server sending the actual email, in this case our server.
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.
Customer Enthusiast
MARCH 12, 2018
During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?”. It’s no different than when employees are not recognized for executing their job functions: the duties and tasks associated with their job roles. In other words, if an employee discontinues performing his job responsibilities because he doesn’t feel as though his contributions are being adequately rec
Feedb
MARCH 12, 2018
When requesting feedback via email or sending other email messages or offers from your Feedb account you will notice the “from” email used is something like account-name@feedb.io while the “reply to” email is your own email address. Why does it work that way? Because in the complicated email universe the domain used in the from email address has to match the domain of the server sending the actual email, in this case our server.
CSM Magazine
MARCH 12, 2018
Retailers are facing a customer experience transformation and location data is playing a key role. For some industries, like banking and cable TV, customer service transcends spatial boundaries. A customer can call a number, regardless of his or her location, and receive answers to questions. However, for brick-and-mortar retailers, customer service is an amalgamation of the store environment, the retailer’s brand promise and the employee’s ability to execute on that promise.
Quadient
MARCH 12, 2018
A friend of mine once worked for a large manufacturing company in a very competitive industry. Many of the company’s customers had been long-time clients—some for over a decade and more. . When I asked my friend what the company’s secret was, he said it was the owner and his belief in the personal touch.
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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.
CSM Magazine
MARCH 12, 2018
Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Conducting a customer survey isn’t difficult and by using your creativity together with a great survey maker tool you’ll soon be unearthing some valuable customer insights.
Solvvy
MARCH 12, 2018
The post Using AI to Power the Next Decade of Customer Experience appeared first on Solvvy.
ShepHyken
MARCH 12, 2018
Each week I read a number of customer service and customer experience articles from various 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. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. (KelloggInsight) The Zappos of the world are redefining expectations.
Ann Michaels and Associates
MARCH 12, 2018
We’re all familiar with the term Mystery Shopper. So why don’t more businesses rely on them? Most companies incorporate surveys, ratings and reviews, but actually hiring mystery shoppers can reveal underlying problems affecting the customer experience. Additionally, Video Mystery Shopping is now available at a more affordable rate and is a valuable tool when evaluating the in store customer experience.
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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?
Verint
MARCH 12, 2018
In our The Road to Success: How to Become a “Best-in-Class Back-Office” Organization study, we found that one of the unique characteristics of today’s leading back-office organizations is their adoption of robotic process automation (RPA) technology. This refers to software designed to automatically execute specific tasks (e.g., copying and pasting account information from one system to another) repeatedly.
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