Customer Guru
AUGUST 1, 2018
Written by Vivek Jaiswal | Co-founder, Customer Guru. Are you adding NPS as just another question in your customer satisfaction survey? Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey.
Waypoint Group
AUGUST 1, 2018
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. The key to scalably accelerating profitable growth is by creating truly loyal customers. And the shortest path to true loyalty is by demonstrating that the people within your company are listening.
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Eptica
AUGUST 1, 2018
Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive.
CX Accelerator
AUGUST 1, 2018
Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
QuestionPro Audience
AUGUST 1, 2018
Quota Sampling Definition. Quota Sampling is a non-probability sampling method in which researchers can form a sample involving individuals that represent a population and are chosen according to traits or qualities. Researchers can decide the trait as per which the sample subset selection will be conducted so that the sample can be effective in collecting data that can be generalized to the entire population.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
AUGUST 1, 2018
Consecutive sampling: Definition. Consecutive sampling is defined as a non-probability sampling technique where samples are picked at the ease of a researcher more like convenience sampling , only with a slight variation. Here, the researcher selects a sample or group of people, conducts research over a period, collects results, and then moves on to another sample.
Comm100
AUGUST 1, 2018
The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. Here are the top five picks from the month of July; The Impact of Failing to Close the Feedback Loop. Ian Luck critically explains the detrimental effects that companies suffer when employees at different levels: executive, managerial, and front-line fail, to close the feedback loop.
Beyond Philosophy
AUGUST 1, 2018
I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant.
CX Journey
AUGUST 1, 2018
Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? If not, it’s time to get that done! Not having a governance structure is one of the 7 Deadly Sins of Customer Experience.
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ShepHyken
AUGUST 1, 2018
I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad. As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half the amount.
Promoter.io
AUGUST 1, 2018
There is no excerpt because this is a protected post. The post Protected: Analyze NPS with Machine Learning appeared first on Promoter.io Blog.
Interactions
AUGUST 1, 2018
AUGUST 1, 2018 We’ve all had frustrating customer service experiences. Read more » The post Humans + AI = Excellent Customer Experiences appeared first on Interactions Resource Center.
UJET
AUGUST 1, 2018
The term “call center” doesn't necessarily have the best connotation. Customers will only use that word when referencing a support experience that was, let's say, less than enjoyable.
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Oracle
AUGUST 1, 2018
Read this in 4 minutes Key takeaway: You’ll want to bookmark smartercx.com/unforgettable. Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price.
Wootric
AUGUST 1, 2018
This guest post was written by Martin Ceisel , the lead Content Strategist at MindTouch. His hobbies include writing, writing, and writing some more. MindTouch is a self-service platform that helps companies improve support agent productivity, increase ticket deflection, and fuel self-service support. A quick look at some Net Promoter Score benchmarks will quickly reveal a painful truth: bad NPS scores happen.
CSM Magazine
AUGUST 1, 2018
May was a great month for entrepreneur and photographer Kym Illman. He was trackside as Perth-born Daniel Ricciardo dominated the Monaco Grand Prix, capturing some super sharp images of the drivers and the celebrities in the huge and colourful crowd. Daniel Ricciardo dominated the Monaco Grand Prix. As Illman, and anyone following the F1 calendar knows only too well, Monaco at GP time epitomises everything that’s great about Formula 1 racing – speed, glamour, passion, noise and more than a hint
Playvox
AUGUST 1, 2018
Call centers are the front line of customer service but many common call center problems can stand in the way of top-tier customer service. It is well known that a call center is one of the toughest work environments, which can result in increased agent absenteeism, agent turnover and costs while decreasing customer service quality, team morale and effectiveness.
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Clarabridge
AUGUST 1, 2018
Today we are thrilled to announce that Clarabridge is one of the first business solution providers for WhatsApp. Beginning with a limited availability roll out, selected brands using CX Social , our dedicated social media management product, can now extend their customer service by communicating with their consumers via WhatsApp messaging. This is a game changing development for companies that want to meet their customers where they are—on messaging platforms like WhatsApp—and in new ways that p
Truthlab
AUGUST 1, 2018
Reading Time: 3 minutes One of my favorite programs is a bit on the show “Wait Wait…Don’t Tell Me!” called “Not My Job”. Host Peter Sagal asks famous guests about a subject that has some connection to them, but is not related to their job and hilarity ensues: Quarterback Tom Brady is asked about The Brady Bunch; Actress Aubrey […]. The post Not My Job: Evolving Design Discourse appeared first on truthlab.
One Millimeter Mindset
AUGUST 1, 2018
Customer success storytelling leverages customer experiences. Regardless of whether, or not, an organization hires others to create this content. These stories portray the actual experiences an organization’s own customers have, when working with that organization. Nothing artificial. Honestly told. Non-sensationalized. Even when stuff is messy and end results are not glamorous.
Happy or Not
AUGUST 1, 2018
By Stephanie Levy 3 MIN READ Almost everyone has heard the phrase of The Golden Rule: Do unto others as you would have others do unto you. It’s a great moral philosophy which can be applied to many interactions of everyday life, and what makes it so simple to incorporate into actions is that it’s universally applicable. […]. The post The Golden Rule of CX appeared first on HappyOrNot.
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.
Lithium
AUGUST 1, 2018
As you may have heard, this is my last week at Lithium. Seems like only yesterday I first walked over from the Four Points in Emeryville to our little office near the Amtrak station. The 20-odd people at their desks were silent except for the furious clicking of keyboards. I think I was their first extrovert. (Phil was probably the second.) Thankfully, I was based in Chicago and only visited once a month, or I’m sure they would have had “fit” issues with me.
Maru Group
AUGUST 1, 2018
We’re extremely proud to announce that Maru/edr have been shortlisted for the UK Customer Experience Awards for the fourth year running thanks to our pioneering Voice of the Customer programme. This year, we’re nominated alongside long-standing client, parcel carrier Yodel and their ‘Have Your Say’ VoC programme. Initially launched in 2013, Have Your Say has evolved over the past five years, and continues to deliver tangible outcomes for Yodel, transforming their business both internally and ext
Lithium
AUGUST 1, 2018
As you may have heard, this is my last week at Lithium. Seems like only yesterday I first walked over from the Four Points in Emeryville to our little office near the Amtrak station. The 20-odd people at their desks were silent except for the furious clicking of keyboards. I think I was their first extrovert. (Phil was probably the second.) Thankfully, I was based in Chicago and only visited once a month, or I’m sure they would have had “fit” issues with me.
inmoment
AUGUST 1, 2018
Contact center leaders have agonized over the decision of whether or not to utilize artificial intelligence (AI) over the traditional human approach to customer experience (CX) since the introduction of this innovative tech. However, in a recent CustomerThink webinar, I proposed that it isn’t an either/or choice between AI and agent; instead, I believe it is vital to think of AI as an enabler for customer experience, not a replacement.
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Lithium
AUGUST 1, 2018
As you may have heard, this is my last week at Lithium. Seems like only yesterday I first walked over from the Four Points in Emeryville to our little office near the Amtrak station. The 20-odd people at their desks were silent except for the furious clicking of keyboards. I think I was their first extrovert. (Phil was probably the second.) Thankfully, I was based in Chicago and only visited once a month, or I’m sure they would have had “fit” issues with me.
Help Scout
AUGUST 1, 2018
When we founded Help Scout more than seven years ago, we did so not because there was a lack of good customer service products in the market — there were several — but because there wasn’t one that mirrored our values. Thousands of successful businesses, and most of my personal favorites, were founded as a result of a similar frustration. It’s a narrative that’s common on the wonderful How I Built This podcast.
Lithium
AUGUST 1, 2018
As you may have heard, this is my last week at Lithium. Seems like only yesterday I first walked over from the Four Points in Emeryville to our little office near the Amtrak station. The 20-odd people at their desks were silent except for the furious clicking of keyboards. I think I was their first extrovert. (Phil was probably the second.) Thankfully, I was based in Chicago and only visited once a month, or I’m sure they would have had “fit” issues with me.
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