CloudCherry

FEBRUARY 16, 2018

Companies with the best-in-class Voice of Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher. So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.

Voice of Customer 220

Voice of Customer Customer Centricity Culture Feedback 220

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.

Customer Experience 235

Customer Experience Chief Customer Officer Leadership Customers 235

QuestionPro Audience

FEBRUARY 16, 2018

The way Americans view their pets has changed dramatically in the past two decades. Pets are now looked at as an integral part of our families, and are cared for as such. Currently, 68% of U.S. households own a pet, which equates to about 84.6 million homes. The American Pet Products Association (APPA) reports Americans spent $17 billion on their pets in 1994.

Industry 199

Industry Trends Insurance Exercises 199

ServiceDock

FEBRUARY 16, 2018

It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres.

Customer Experience 141

Customer Experience Customers Customer Service 141

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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.

Training

Horizon CX

FEBRUARY 16, 2018

For those of you that are experienced CX practitioners with 5+ years within the industry, you already know how challenging the job is. You’ve been battle tested, understand the constraints you must work within, and the amount of effort involved to enact any semblance of change within your organization. While this experience is critical to understanding the current landscape and what may or may not be possible within your organization, we often find ourselves siloed on our own little island wit

Course 124

Course Training Resources Industry 124

Customer Alignment

FEBRUARY 16, 2018

87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. One of the most tried and tested means employed by organisations to measure employee engagement is an employee survey. I have found different figures quoted by others as to the number of companies who run employee surveys.

Analytics 80

Analytics Customer Experience Effort Score Employee Engagement 80

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Mystery shopping is a great way to capture an understanding of how your brand is performing in the eyes of your customer, but if your team does not have the ability to place this data alongside information from th

Measurement 86

Measurement Ecommerce Analysis Industry 86

Beyond Philosophy

FEBRUARY 16, 2018

Colin Shaw and Professor Ryan Hamilton discuss why Customers need ‘Reference Points’ This is part one of a fundamental behavioral economics theory called Prospect Theory ? It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it. The post How do Customers decide if their experience is good or bad?

Customer Experience 68

Customer Experience Customers 68

Myra Golden

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. 1. Acknowledge Concern. The first thing you have to do, to restore confidence, is acknowledge customer concern in the first sentence of your interaction.

Social Media 61

Social Media Airlines Software Interaction 61

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Communication

Second to None

FEBRUARY 16, 2018

As it continues its move towards becoming a global business hegemony, Amazon is providing value to more than just its customers. Recently, the powerhouse brand announced a new effort to improve the way they provide their employees with healthcare, sending shockwaves throughout the healthcare industry. However, rather than being averse to this oncoming disruption, brands should be looking thanking Amazon for providing inspiration to continuously self-analyze and improve their own services.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Oracle

FEBRUARY 16, 2018

Evaluating ecommerce platforms and software vendors isn’t easy. The good news is that you’re not alone in the quest to transform and grow your business. According to Ovum’s ICT Enterprise study, over 90% of businesses have digital transformation as a top item on board agendas. The key to choosing an effective ecommerce platform for your business is to start by asking the right questions internally to define pain points and goals. 40% of CIOs state that unclear objectives are a

Ecommerce 56

Ecommerce Tips B2C Roadmap 56

Magellan Solutions

FEBRUARY 16, 2018

Small and medium-sized enterprises (SMEs) need a few things in order to grow into large companies: laser-like focus on their core competency, efficient operations, smart planning, and expertly-executed processes. In order to keep up with today’s increasingly competitive business environment, SMEs strive to achieve all these things, but the reality remains that not all SMEs are successful in their attempts at doing so.

Financial 53

Financial Software Resources Exercises 53

Confirmit

FEBRUARY 16, 2018

In this short video, Market Research experts from Confirmit and the industry discuss some of the new approaches, methodologies and technologies being used to drive the market forward. You’ll hear about new ways of engaging respondents through multi-media questions types, such as audio and video, the role of social media in MR, and the importance of using a “mobile first” approach to creating surveys to ensure high-quality insights.

Video 45

Video Marketing Social Media Study 45

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.

Customer Insights

Forcivity Salesforce

FEBRUARY 16, 2018

This is the first in Jolt Consulting Group’s series of reviews of Salesforce Field Service Lightning and Service Cloud vs ServiceMax, the two leading service management software solutions built 100% natively on the Salesforce.com platform. We will compare Salesforce and ServiceMax products in major functional areas beginning with call center.

Call Center 40

Call Center Management Consulting Software 40

Confirmit

FEBRUARY 16, 2018

In this Confirmit customer testimonial, Paula McKillen of RS Components talked about her experience of working with Confirmit to deliver the company's Customer Experience program. She highlights not only the technology involved, but the support and partnership that Confirmit's Voice of the Customer consulting team provide to help drive success.

Consulting 40

Consulting Video Technology Customer Experience 40

CSM Magazine

FEBRUARY 16, 2018

Winners of the 2018 People’s Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, have been announced. Voting was conducted from January 19 through February 9 with the highest number of votes deciding the winners in 13 industry categories. More than 124,000 votes were cast this year. All organizations honored in the Customer Service Department of the Year categories of this year’s Stevie Awards for Sales & Customer Service were eligible to be included in voting

Tourism 40

Tourism Customer Service Telecommunications Transportation 40

Confirmit

FEBRUARY 16, 2018

In this short video interview, Zancesca Spagnoletti, AVP Customer Experience at Philadelphia Insurance Companies provides tips on getting starting with a Voice of the Customer program, talks about highlights of the Customer Experience activities at Philadelphia Insurance Companies, and describes her experience of working with Confirmit. Zancesca highlights the importance of getting not only executive buy-in for a CX program, but also how to ensure that stakeholder around the company become natur

Insurance 40

Insurance Customer Experience Employee Engagement Video 40

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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.

Self Service

Natalie Petouhof

FEBRUARY 16, 2018

Tweet Whether you’re a business owner or marketing expert, you understand the importance of knowing your audience inside and out is key to attracting prospects and retaining existing customers. Fortunately, there are a number of tools on the market that can help you do just that. Through cloud call center software available from companies like Aspect, you’re able to get a more complete picture and understanding of your customers, from their search behavior and purchase patterns to their history

Tools 40

Tools Call Center Omni-Channel Contact Center 40

Confirmit

FEBRUARY 16, 2018

The insurance industry is a competitive business, and the Customer Experience is key to competitive differentiation. Not only customer expectations higher than ever, but agents dealing with people at challenging times during the claims process. In this short video, Jim Katzman, Senior Director, Customer Experience at Asurion talks about the Voice of the Customer program at Asurion, offers advice to CX professionals just getting up and running with a program, and describes his experience of worki

Insurance 40

Insurance Video Customer Expectations Customers 40

Quadient

FEBRUARY 16, 2018

The first few months of the New Year are traditionally busy ones for the travel industry, with many airlines touting special offers as people begin to dream of sitting by the pool on a summer holiday. Of course the majority of holiday plans are executed without a hitch, but just as there can be no guarantees that the weather will be warm and sunny, there is no way for airlines to forecast and prevent potential delays and cancellations that may lay ahead.

Airlines 40

Airlines Communication Travel Course 40

Confirmit

FEBRUARY 16, 2018

In this video, Szymon Duniec, MD of Orima Research talks about getting started with Confirmit Horizons, and how Confirmit worked with Orima's team help them succeed. Szymon explains how Confirmit CAPI solution was able to support Orima's field researchers in extreme conditions, ensuring a sensitive government research program was completed successfully.

Government 40

Government Video Customers Marketing 40

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

Loyalty

Quadient

FEBRUARY 16, 2018

There have been lots of headlines about people bringing ‘emotional support pets’ - such as ducks and pigs - on aeroplanes recently. As this is a very visual story, it’s little wonder that these images of animals on flights have been going viral, with a huge amount of shares on social media sites.

Communication 40

Communication Social Media 40

Confirmit

FEBRUARY 16, 2018

In this short video interview, Abel Rhyne, Vice President, First Notice of Loss, Customer Service at Erie Insurance talks about the impact of their Voice of the Customer program on the organization, and his experience of working with Confirmit. Find out how Erie Insurance shares the Voice of the Customer across the business, and hear the guidance Abel has to offer to businesses just getting started on their Customer Experience journey.

Insurance 40

Insurance Video Customers Customer Experience 40

ENGAGE.cx

FEBRUARY 16, 2018

We are excited to be chosen by Cisco to participate in their Cisco Simple campaign and webinar series. The goal of Cisco Simple is highlight how Cisco simplifies networking, collaboration, security and computing with their integrated new line of cloud solutions. ENGAGEcx has been chosen as the first partner in this campaign to focus on a key problem for businesses with physical venues, understanding in-venue customer behavior.

Competitive Advantage 40

Competitive Advantage Entertainment Sports Hospitality 40

Confirmit

FEBRUARY 16, 2018

As mobile devices become ubiquitous in the workplace, empowering employees on the move with tools to view and respond to customer challenges is critical in the battle for competitive advantage. A rich mobile experience can expand your active user base and increase the value of your CX program. Ultimately, mobile access to applications enables a more rapid response to customer feedback, and leads to improved business outcomes.

Competitive Advantage 40

Competitive Advantage Feedback Tools Technology 40

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Leadership

Informizely

FEBRUARY 16, 2018

With the right questions, you can transform your website surveys from a static data collection tool into a gold mine of actionable customer insights that can be used to find new growth opportunities, increase revenue, improve website conversions and reduce churn. A quick note on the term “surveys” - depending on where you look, you will see other terms like questionnaires, polls, call-to-actions and feedback forms all used interchangeably to describe a survey.

Survey 40

Survey Net Promoter Score User Experience Data 40

Comm100

FEBRUARY 16, 2018

Introduction. Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As each year comes to a close, thought leaders and customer experience experts rush to offer insight on how these changes will manifest themselves in the coming months – and whether nor not they’ll leave a lasting impact on the industry.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101