September, 2017

How to Start Improving CX in the Real World

360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

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Companies showing great CX in the wake of natural disasters

Customer Bliss

13 stunning stats on the growing CX leadership gap

Vision Critical

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.”

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

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The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Crafting a customer experience roadmap

Jacada

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More. Jacada Blog

Taking Ownership – key to the success of your approach to Customer Experience

ijgolding

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts.

More Trending

The CX topic we need to address more

Customer Bliss

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that.

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Why Customer Satisfaction Surveys Don’t Satisfy, and What to do About it

QuestionPro Audience

If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline.

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Top CX tips for delivering a ‘Branded Customer Experience’

NewVoiceMedia

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

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What Your Customers Love and Hate About Live Chat Support

Kayako

Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today!

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

5 Steps to Kick-Start the Digital CX Transformation

MaritzCX

The digital revolution is just getting started. Technology that automates our lives is being developed at an ever increasing pace. The world has become a much smaller place due to our digital lifestyles. While our personal lives can quickly and easily be digitized, companies can take longer to do so.

Get a Pedicure While Your Car is Being Serviced? How One Lexus Dealership Grows Through Over-The Top Customer Service - Frank Reactions

Tema Frank

Fresh Thinking at This Lexus Dealership Leads to Growth & Incredible Customer Loyalty. Bruce Kirkland, of Lexus of Edmonton West, demos the massage chair guests can enjoy while their car is being serviced.

It’s all about uniting silos for effective CX

Customer Bliss

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years.

6 Levers For Executive Commitment to CX (Infographic)

Experience Matters

In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment. It’s composed of six levers: Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence. Here’s an infographic that provides an overview.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Why Going to a Baseball Stadium Is About More Than The Game

ReviewTrackers

Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball.

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The Landline Survey: An Antiquated Methodology

QuestionPro Audience

Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers. However, times have changed, even though some researchers are stubborn about admitting the change.

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Why CX Governance Matters

MaritzCX

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

Building referral programs in Hubspot

AskNicely

One of the key business values of AskNicely is the ability to identify your happiest customers and turn them into advocates by driving them to your referral program.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Using Customer Intimacy with Today’s Wild & Dangerous Customer

Wired and Dangerous

Even in traditional manufacturing (and manufacturing-style services), where “careful is correct and rational is right” has long been the managerial axiom, service quality is being recognized as the competitive edge that can differentiate one commodity offering from another.

Career trajectories, tech vs. design, and the first 90 days: Recent podcast lessons

Customer Bliss

I’m up to Episode 68 on my customer experience podcast , and while I’ve shared lessons from my guests in the past , I haven’t done it recently. I decided to go back to around Episode No. 50 and see what items I could pull together that may be of value to you or your career.

Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

Patients Deserve Better Designed Experiences

Experience Matters

I’ve recently spent some time visiting different hospitals, luckily not as a patient. There are a lot of amazing things that happen in hospitals, as the medical field continues to push the envelope on diagnostics and treatments. Many diseases that were once fatal are now being cured or at least managed. While medicine is getter much better, patient experience remains very problematic.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not.

Hug Your Haters (Even If They Don’t Hug You Back)

AskNicely

Haters gonna hate. Don’t believe me? Ask Taylor Swift (or Ice T, if campy late-90s gangsta rap is more your flavor). In fact, there’s no escaping the occasional feedback from the world’s Negative Nancys. It doesn’t matter if you and everyone else you know is madly in love with your product.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

inContact

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time.

Improving the Energy Industry Experience, With Damian Cotchett – CB67

Customer Bliss

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

10 truths about social customer service

NewVoiceMedia

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes.

Large Companies Lack Purposeful Leadership

Experience Matters

As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees.

The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not.

The not-so-secret to getting reviews and referrals

AskNicely

One of the very first things you learn in Marketing School(tm) is that happy customers are awesome.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.