December, 2019

The Power the Ultimate Question

Horizon CX

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years.

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Do You Have a Strategy to Elevate Your Company for Decades to Come?

Customer Bliss

Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace.

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Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off

Kristina Evey

It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey. Customer Experience Management Leadership Perceived Value Perception

Thinking Inside the Box: The 4 Fundamental Use Cases in CX

MaritzCX

The Beginning of Customer Relationship Management It was the 80’s. Hair was big, rock was loud, and something funky and new was being born. It was called Customer Relationship Management (CRM) and it was freakin rad.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

The Complete Guide to Detractors – How to Turn Them into Promoters

Retently

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers.

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Putting the ‘Q’ in CX – People are the measure of everything

ijgolding

Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. .

‘Tis the Season to Find Pain Points in Your Retail Customer Journey

Experience Investigators by 360Connext

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map?

How to Show the Impact of Your Insight Community. and Scale It

Vision Critical

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals.

Is A 4.5-Star Rating Better Than 5 Stars?

ReviewTrackers

Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor.

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!

Business Value and ROI of Customer Experience: The Step-by-step Guide

Lumoa

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits. Feed generated with FetchRSS

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How to Be a Better Retail Customer During the Holidays

Steve DiGioia

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays.

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Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade

Customers That Stick

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be.

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Tips from Experienced Retailers on How to Improve Customer Experience

ServiceDock

The retail sector is expected to continue to experience enormous challenges in the new decade. More Company Voluntary Administrations (CVAs) and liquidations are expected resulting in mass store closures and redundancies. Grim times indeed.

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: Five Tips to Providing a Five Star Experience

ShepHyken

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction.

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Why You Should Know How to Journey Map

Heart of the Customer

To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in.

Your Customer Success Workflow: A Guide to Understanding and Optimizing It

Totango

The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle.

Guest Blog: Why Customer Experience Is Essential to Your Bottom Line

ShepHyken

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit.

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.

Five Ways to Prepare for Being REALLY Busy

ShepHyken

If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress.

Customer Experience Lessons From Leitner’s Hotel Garni

Maz Iqbal

What is the driving force (as in motivation) for much of that which occurs under the Customer Experience label in many a corporate enterprise? My experience suggests it is some combination of fear and greed: fear of losing out and greed for higher revenues, higher profit margins, and higher profits.

The Best Way to Create a Customer Journey Map

Lumoa

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS

New Research Shows Strong ROI of CX

Experience Matters

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience.

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A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

How to Use Text Analytics to Improve Your Customer Experience

GetFeedback

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX).

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In the Trenches with a CX Champion

CloudCherry

Join us, CX Soldier…. …As As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk.

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The Power of The Ultimate Question

MaritzCX

Understanding NPS The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years.

The Top 10 Sparq Enhancements of 2019

Vision Critical

Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How Learning Well Can Improve the Experience for Customers

Experience Investigators by 360Connext

The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition.

2020: The Year of Insightful Actions

Experience Matters

As 2019 comes to an end, it’s time to think about what we’ll see next year. I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020.

Write the Perfect Customer Thank you Email

GetFeedback

A good customer thank you email can go a long way in creating a great customer experience and brand perception. Use these 5 tips to craft the perfect note. Articles

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