Experience Matters
APRIL 20, 2017
We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core […].
Kayako
APRIL 20, 2017
Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for delivering a great customer experience. The way we go about achieving these staples of support may vary, but we’re all working towards the same end goal: a better customer experience.
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IntouchInsight
APRIL 20, 2017
When creating customer satisfaction surveys , it’s necessary to come up with survey questions that provide your business with accurate, actionable feedback about the key drivers of customer satisfaction or dissatisfaction. Collecting this actionable feedback is the key to being able to drive improvements to your customer experience.
Customer Bliss
APRIL 20, 2017
I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been prodding me for my formal response. And so I am parsing it out for you in two parts. This will be Part 1. It’s a blog post explaining one angle I think is under-discussed, which is the impact on employees of a brand when an incident like this occurs.
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iPerceptions
APRIL 20, 2017
Implementing a digital Voice of the Customer (VoC) program on your digital properties can be a win-win for both you and your visitors. But to make sure you and your visitors get the most out of your VoC research, there are some fundamental things that are useful to know as you set up your research.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Clarabridge
APRIL 20, 2017
The clock is ticking. The time has almost come for C3, Clarabridge’s annual customer experience event. We’re excited, and we hope you’ll join us. Still not convinced? Then take a look at what we’ve planned to inspire you: In-depth workshops. Industry experts Blake Morgan and Jeannie Walters will be offering their insights in exclusive pre-conference workshops.
ReviewTrackers
APRIL 20, 2017
Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a note about the importance of the existing customer feedback platforms. Subscribe to receive these stories and more every week in your inbox. Email *. Comments This field is for validation purposes and should be left unchanged.
Eptica
APRIL 20, 2017
Date: Thursday, April 20, 2017 The impact of the Internet of Things on customer service in Asia. Published on: April 20, 2017. Author: Vincent Giraud The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone.
Provide Support
APRIL 20, 2017
6 Reasons Why Smart Employees Underperform. “Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” – Francis Hesselbein. A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated.
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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
ForeSee
APRIL 20, 2017
The concept of Customer Experience (CX) for many is still associated with old adages like “the customer is always right,” but that’s been changing for a decade now. And over the next few years, you’re likely to hear CX measurement and CX Intelligence much more frequently as businesses become aware of things that business leaders like Amazon CEO Jeff Bezos has known from the start.
ClientSuccess
APRIL 20, 2017
Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. While Paul is the first to admit many things have changed, there are still many aspects that have remained the same.
Customer Alignment
APRIL 20, 2017
Trust is earned, each day and cumulatively, through actions and the way that a customer centric organisation engages with both employees and customers. Last month my windscreen cracked for the second time in six months thanks to a rogue stone on the M40. I’d had a shocking customer experience during the first repair job involving missed appointments, incorrect screens turning up and even correct screens being broken on installation.
Promoter.io
APRIL 20, 2017
Imagine you have 100 of your customers sitting directly in front of you. At the moment, 100% of their attention is focused squarely on you. You start by asking them if they’d be willing to providing you with a few minutes of their time for some quick feedback. 20 customers walk out, leaving 80 customers […]. The post How Greetabl Doubled Their Customer Engagement & ROI appeared first on Promoter.io Blog.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Verint
APRIL 20, 2017
This large, leading private education provider offers professional development and educational programs and services to working adults. The company needed a way to increase the efficiency of their financial services and admissions offices with the goals of improving the overall student experience and exceeding student expectations.
Kayako
APRIL 20, 2017
Customer support teams focus their efforts on three goals: Delight your customers, make them happy, and treat them with respect. After all, the customer is always right, right? Support teams want to maintain a consistent and repeatable customer experience. The way we go about achieving these staples of support may vary, but we’re all working to earn top satisfaction ratings with the resources made available to us.
OpinionLab
APRIL 20, 2017
I was fortunate enough to attend Next Generation CX in Carsbad, CA a few weeks back. It’s a small event with around 200 attendees but what it lacks in size it more than makes up for in quality – both in terms of content and the high concentration of CX leaders from the biggest and brightest brands in attendance. As customers continue to cross channels throughout their journeys, omnichannel continued to be a big focus for discussion – and with good reason.
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