November, 2019

Years One Through Four: How to Advance and Elevate the CCO Role

Customer Bliss

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions.

Planning For Insight: How to Build an Insight Roadmap For Customer Centricity

Vision Critical

An insight roadmap is a plan to keep your organization focused on customer centricity. It brings together stakeholders to agree on key objectives that your insight community will inform.

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3 Ways Store Layout Decisions Impact on Customer Experience

ServiceDock

A recent post on LinkedIn by business mentor Miriam Simon got me thinking about the relationship between store layout and customer experience. Miriam’s post was short and to the point. It simply stated: Customer Experience retail

How to Enhance CX with Great UX

Survicate

The post How to Enhance CX with Great UX appeared first on Survicate. Best Practices

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Customer Support Trends and Predictions for 2020

UJET

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice. Over the years, we’ve seen voice lose ground yet still remain the primary support channel for customers in certain sectors.

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Delving into CX Measurement Strategy : An Interview with Ian Goldin

SurveySparrow

“Many, if not most organizations around the world are measuring the customer experience badly!”. Survey Sparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Ian Goldin , one of the most respected voices in the Customer Experience (CX) industry.

The Value of Using Customer Insights

Lumoa

Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS

Where is the Line Between Forgetfulness and Great Service?

Steve DiGioia

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training.

Ideas are Your Fuel for an Improved CX

Heart of the Customer

Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. .

8 Customer Journey Analytics Your Customer Success Team Needs to Track

ClientSuccess

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. .

Guest Blog: Culture Starts at the Top

ShepHyken

This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. They are the role models for the rest of the employees.

5 Ways to Win More Customers for Your Business

CSM Magazine

As a business owner, you’ll agree that starting your business wasn’t easy at all. It took a lot of time and resources to get it running. Completing the first phase of development which is getting the business on the ground successfully is a self- esteem booster.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

The Remarkable Power of Habit to Transform Customer Behavior

Beyond Philosophy

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience.

Building Consumer Trust Is a Company-Wide Responsibility

Vision Critical

This has been an extraordinarily bright few months for our Vision Critical business.

Team Leaders: How to Personalize your Agent Training

PlayVox

According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer customer service agents fail to answer customer questions 50% of the time.”. HR Management for CX CX Culture

Is One of Your Top 10 Memorable Moments Your Worst Customer Experience?

MaritzCX

Key Life Moments and the Experience Connection I think that your worst service experience ever is probably just as memorable as other key moments in your life, like the day you got married or the day you graduated from college. Just think about that.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

ShepHyken

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator.

7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth

Customer Bliss

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.”

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

The Future of Brand Building is Customer Centricity

C3Centricity

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.

How VMware, Stitch Fix, and Red Bull Effectively Leverage Customer Insights

Vision Critical

At our very own Insights Day event in San Francisco, some of our most successful customers—VMware, Stitch Fix, and Red Bull—all took to the stage to discuss how they each effectively leverage customer insights to establish strong relationships with stakeholders , create personalized customer experiences, and fuel product innovation.

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Lessons from Liberation: Building a foundation for successful digital experience

Aveus

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience.

Care for Your Employees, So They Can Show Care to Customers

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

3 Ways to Show Gratitude to Your Customers and Employees

MaritzCX

November is an exciting month for consumers and businesses alike. Thanksgiving Day, Black Friday, and Small Business Saturday kick off the holiday season with a bang, creating a crucial moment for great customer experiences to shine.