Mon.Feb 26, 2018

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[Infographic] What stops you from running the perfect VOC program?

CloudCherry

Companies have forever been collecting feedback from customers. It’s never the intent that is under question. It’s the outcome – which is where most companies haven’t covered themselves in glory. Despite listening to customers endlessly, they still don’t know how to act on all that feedback. In addition, they’ve set up processes and policies in the name of a Voice of Customer program in order to capture customer expectations and create products/services accord

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Employee Engagement: A Goldmine of Untapped Value (Infographic)

Experience Matters

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Empl

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The Customer Experience Million Dollar Question: Will my customer come back?

ijgolding

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the ‘eating out’ experience is made up of several stages and touch points – the eating bit is just one of them. Eating in a restaurant is often an indulgent treat – not a necessity – and as such, the experience needs to match up with our expectation.

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How To Create WOW Experiences For The Customers At All Times: CX Lessons By Mr. Premanshu Singh, CEO, Coverfox

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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SaaS Companies: Implement a Product NPS Program in 5 Simple Steps

PeopleMetrics

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting.

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Will 2018 See the Fall of Big Data and the Rise of Experience Analytics?

Oracle

When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture. Now, in 2018, the excitement that surrounded big data has worn off.

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The Customer Success Road: Where to Start?

Amity

Congratulations! You have successfully made the case for Customer Success and your organization has realized that investing in a customer success program will help provide more value to your customers. However, recognizing the need for a customer success program and actually working on implementing one are two completely different stories. Even if you see the merits, you will eventually face your first roadblock, which is, where to begin?

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Intelligent Service Monitoring

Wired and Dangerous

It was a compelling story on a popular evening news program. A reporter was trapped for days under the rubble of a collapsed hotel following an earthquake. He gave much of the credit for his survival to a first aid app he had downloaded on his smartphone. The app even gave him instructions on how to care for a major cut from his knee to his foot. What would a service aid app be like?

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5 Top Customer Service Articles For the Week of February 26, 2018

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. Can awful airline customer service be overridden with AI and analytics? by Scott Kendrick. (tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics.

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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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Dr. Bot Will See You Now – Why Healthcare is Starting to Look at Conversational Interfaces

West Monroe

I recently attended a chatbot meet-up put on by Delta Dental of Washington, featuring Lili Cheng , Corporate Vice President of the Microsoft AI and Research division, who spoke about AI and conversational interfaces. Conversational interfaces, such as chatbots and voice assistants, are a hot topic right now, and we’re seeing many of our clients trying to wrap their head around these technologies and how they can use them to drive down their costs while improving the customer experience.

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On-Demand Astea Webinar: Fix Your Technician Resource Gap

Alliance by IFS

Did you know that 70% of service organizations will experience a field worker shortage in the next 5 – 10 years? Of the 70%, one-half are dealing with a retiring workforce now. . The field technician labor force shortage has consequences that will impact your entire organization. This massive outflow of experienced field service talent will lead to the loss of your technicians’ knowledge and expertise, relationships with customers, and their work ethic and reliability.

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Data Rich, Insight Poor

Ann Michaels and Associates

Simplicity is about subtracting the obvious and adding the meaningful. Most companies would say they are data-driven. Do you agree? You gather as much data as possible in order to make strategically based decisions regarding marketing, branding, budget, and new product ideas. Because more data equals more insights, right? Not necessarily. Don’t waste time on the wrong numbers.

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5 Reasons to Ditch Your On-Prem Call Center in 2018

Talkdesk

It’s 2018, business is happening in the cloud and your contact center needs to reflect that. If you’re still relying on rigid, on-prem tools like hard phones and complicated code to handle communication with customers and prospects, you’re missing out on all of the exciting new innovations that cloud technology allows. To discuss some of the benefits of these cloud-based vs. on-prem contact centers, Talkdesk hosted contact center industry expert Sheila McGee-Smith for a webinar.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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The Last Mile Challenge

Strativity

The post The Last Mile Challenge appeared first on Strativity.

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Choosing a CXM Platform for a Retail Chain: 5 Things to Consider

ServiceDock

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Five simple tips for improving tone of voice in customer service

customer sure

Some great communicators are born that way. Most of us have to work at it. But it’s worth it. Words are powerful. Used well they can move us, inspire us, motivate us to action. Used poorly, they can make us lose hope. The very best customer service can be undermined by the wrong tone of voice. Yet the worst complaint can be defused and fixed if you get it right.

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The Digital, Flexible Future of Retail’s Workforce

West Monroe

Recently, I had the opportunity to attend the National Retail Federation’s (NRF) “Big Show” for the first time. As someone who has worked extensively in retail over the past 10 years, this was a great chance to see emerging industry trends and cutting-edge technology all in one place. I was particularly excited to experience all the buzz around what the next generation of retail employees and operations would look like first-hand.

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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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The CX crisis; organisations must act now.

Maru/HUB

According to Forrester’s 2017 ‘Customer Experience Index’, the average customer experience (CX) is getting worse, not better. “The data also shows that trust in companies has dropped precipitously,” according to a report in Marketing. The report talks of an almost complete stall in CX practices and urges companies to fully engage their employees with the CX process; embed it into the culture of the organisation. “CX teams have implicitly covered culture change in the past, but

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