Mon.Aug 26, 2019

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Who “owns” the customer? The answer may surprise you!

Innovative CX

What’s your gut reaction when you hear the question, “Who owns the customer in your organization”? A frequent response I hear is, “Everyone does!”. While that may be an expected, even a noble answer in the world of customer experience, is it the right one? To ensure the best customer experience in an organization, should every employee, at every level, in every function, take ownership of the customer?

Culture 40
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How to Leverage Employee Wisdom for Outstanding Customer Experience

Hello Customer

Customer Experience all starts with listening, not only to your customer, but also to your employees. They can have breakthrough ideas that could massively improve the company. Listening to and learning from your employees shows them that they have an actual impact and makes them more engaged, which leads to increased productivity and more satisfied customers.

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4 Ways to Minimize Workload on Customer Service Agents

CSM Magazine

As a customer service manager or the owner of a thriving company, it can be challenging to keep up with all of the tasks that are involved in keeping workflow and productivity at optimal levels on a daily basis. Fortunately, many of the problems and difficulties that your service agents will face throughout a typical workday can be solved by simply implementing preventative measures and utilizing a more procedural and strategic approach to designing customer experiences.

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Use Market Research to Improve Customer Relationships and Increase Sales

CSM Magazine

If you want your business to do better, give customers a reason to form a connection with your company. Create and maintain relationships with consumers that grow and thrive. The biggest challenge is to determine what strategies for improving customer relationships work when it comes to building a one-of-a-kind brand that people will trust. Adequate market research can lead to many growth opportunities.

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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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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

You have a good Customer Satisfaction Score (CSAT) but you want to make it even better. Here's proven-to-work tips on how to improve your CSAT score.

More Trending

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A CX Snapshot: 2019 Insights from B2B Organizations

CloudCherry

Photo by Austin Distel. Photo by Ambrose Chua. Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019.

B2B 199
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Optimize Customer Satisfaction With Our Free CSAT Toolkit

GetFeedback

Measuring Customer Satisfaction Score (CSAT) can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. . To calculate your company’s CSAT Score , you have to take the number of satisfied customers (those who selected the top two choices in your scale) and divide that number by the

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Thank You is Never a Short Message

CloudCherry

You might have heard the news. If you haven’t please find it here. . It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream. I now recognize that tiny bunch for what they are – absolutely the best crew in the universe! . I have written countless internal mails during this journey – many of them ultimately became our Culture Manual but this might be the most groundbreaking one of them all.

Culture 150
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The 6 Best Ways to Show you Respect your Customers

C3Centricity

More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t want to be automatically segmented and followed as they go about the web, viewing different sites.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Thank You is a never a short message

CloudCherry

You might have heard the news. If you haven’t please find it here [link]. It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream. I now recognize that tiny bunch for what they are – absolutely the best crew in the universe! It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.

Culture 150
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Optimize Customer Satisfaction With Our Free CSAT Toolkit

GetFeedback

Download our free Customer Satisfaction Score (CSAT) toolkit for customer satisfaction best practices, a free CSAT survey template, and much more.

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Introducing Blue Ocean’s New Website – a Celebration of the Customer Experience

BlueOcean

Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience. The result is a design that celebrates the company’s commitment to its clients’ customers.

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How to Use the CSAT Metric in Your CX Program

GetFeedback

How to measure your Customer Satisfaction Score (CSAT) and use the insight to optimize your customer experience (CX) program.

Metrics 150
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Does Your Service Menu Meet Your Customers’ Expectations?

Wired and Dangerous

Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Many have rules like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.” Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.” There are restaurants that communicate what they think of young guests by the size of their “children’s menu.

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What to Do if You Have a Poor CSAT Score

GetFeedback

Detailed list of steps to take to improve your poor Customer Satisfaction Score (CSAT) and optimize customer experience (CX).

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5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

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. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. (Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different.

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There Isn't an One-Size-Fits-All Customer Support Platform

UJET

Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Why Many CX Strategies Fail

Second to None

Great CX is not the result of desultory or half-hearted actions. Though your company may agree that it is an essential component of your overall strategy, it takes more than a conversation or the mere recognition of its importance to boast a winning CX program. In many cases, it takes a movement. The reality is that more CX programs fail than succeed.

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How Digital is Improving Customer Experience in Call Centers

Talkdesk

Bring your ACD to the cloud to enjoy the digital transformation. ACDs, the good-enough for the not-bold-enough. We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Nowadays, the simple ACD has limited functionality and it’s not enough to keep up with the constant evolution.

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Measuring Success in an Agile Environment

North Highland

“If you can’t measure it, you can’t improve it” – Peter Drucker. Organizations that are adopting agile ways of working are finding the old ways of measuring don’t provide the information they once did. So what are some metrics that actually matter and will provide a sense of how you are executing toward goals? The first word of caution is you will get the things you measure.

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Popeyes vs Chick-fil-A: The Social Media Taste Test War

NetBase

There are so many serious conversations online, and few generate more passion than politics. But the great chicken sandwich war of 2019, with Popeyes squaring off against Chick-fil-A, comes close! Let’s see how this social media taste test shapes up – and which brand is truly loved by all the land. The Chicken Sandwich Promotion That Launched 1,000 Tweets.

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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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More on IBIZA, Totango Product Updates | August 26, 2019

Totango

Continuing on the journey of providing more value to Portfolio managers, this sprint we are releasing set of features to help drive productivity. Information Request Forms is our newest tool, which enables teams to achieve end to end workflows within Totango by asking the specified team members to fill in the relevant data in context and in time. Imagine that your sales team has signed a new customer (Yay!

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Burning Questions: Where Is the Best Place to Start Implementing Machine Learning? [VIDEO]

Oracle

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to see how they would recommend implementing machine learning for first time users. Hear what the CX leaders have to say in our video interviews and read their quotes below. Machine learning for managing data. I think machine learning is best implemented when it’s something that you can do with a lot of data.

Video 50
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Battle Scars and Lessons Learned in Implementing Customer Success Systems

CSM Practice

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. In this conversation, Paul shares lessons learned from his own experience implementing Customer Success software solutions.

System 49
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AI IRL Podcast Episode 32: AI Isn’t Going to Take Over Your Job…But It May Help You Do It Better

Bold360

Subscribe via iTunes , Spotify and more. When people think about AI, there’s often a lot of fear, uncertainty, and doubt that comes up. We wonder whether the technology will replace human jobs or what’s our role in the development of AI. But we don’t really talk about these things. That’s why I’m so excited about the latest episode of AI:IRL. Prayag Narula joined me to flesh out the human role in the development, management, and utilization of AI.

Sales 49
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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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How Emotional Branding Can Convert Brand Advocates

Survicate

The post How Emotional Branding Can Convert Brand Advocates appeared first on Survicate.

Brands 69
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The Key to Succeeding in Real Estate? Improved Customer Service

CSM Magazine

Customer service is the key to any successful business and real estate is no exception. Whether you are a solo real estate agent or run a bigger real estate firm, you need to learn how to effectively maintain a good relationship with your clients, in order to be perceived as a professional in the industry. Satisfied customers lead to good feedback, good feedback leads to free marketing and free marketing leads to more customers.

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Why Do You Need Both Coaching and LMS Solutions in Your Business

Playvox

What training do you offer employees? Chances are, not enough. A recent survey revealed more than 80 percent of workers consider ‘lifelong learning’ important yet almost 60 percent claim their employers provide inadequate training opportunities.