November, 2018

Breaking Down the Ultimate Question – NPS

ChurnZero

Breaking Down the Ultimate Question – NPS (Net Promoter Score). First, let’s start with the very basics- what is a Net Promoter Score ? Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003.

NPS 119

Use This Checklist to Create the Perfect Customer Survey

GetFeedback

Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues.

Survey 247

The Role of the Relationship Survey in CX Programs

MaritzCX

Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies.

Survey 260

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

Goodbye CMOs, Your Time is Up: From Brand Building to Business Growth

C3Centricity

It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. Was it a wise move or foolhardy? In a recent interview with Marketing Week their global vice-president of creative claims that it has “broadened” the company’s approach to marketing.

Brands 245

More Trending

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

Survey 283

What You Need to Know to Reduce Customer Effort in 2019

360Connext

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.

Introducing Centriam Telecom AI: Turning Comments into Insight

Centriam Customer Experience Lab

Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score.

NPS 238

Employees Want To Make A Positive Impact

Experience Matters

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […]. Customer experience Employee Engagement

Study 221

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How to Take Local Brands to Global Success: The 5 Rules to Fortune

C3Centricity

I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data.

Brands 255

Is your brand customer first or do you just say that?

Vision Critical

We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first.

Brands 228

5 Survey Email Subject Line Strategies to Boost Open Rates

GetFeedback

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

Survey 272

CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members

Customer Bliss

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing.

System 213

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.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors.

Temkin Group, Qualtrics, And SAP

Experience Matters

Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. But here’s my read of the general environment that led to these moves.

Groups 198

Data is the Key to Unlock Great CX

Centriam Customer Experience Lab

Retailers across the industry are coming to the same conclusion : customer experience is the best way to differentiate a brand. It provides increased cross-sell and upsell opportunities. It drives engagement through personalized interactions.

Data 195

A Valuable Commodity: Spend Less, Save More, and Win Customers Over

inContact

There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it?

Hotels 195

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

What’s the Customer Loyalty Loop?

GetFeedback

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.

Respect Your Customers with a United “You Know Me” Experience

Customer Bliss

In my new 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.

What does your attitude convey to customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

Do Your Customers Believe in You?

Steve DiGioia

This original article was written by Steve DiGioia. My cat is diabetic. Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

7 Proven Strategies to Boost Survey Response Rates

IntouchInsight

Create surveys your customers will want to complete with these 7 strategies that will boost your survey response rates

Survey 191

The 6 Transformational Customer Experience Trends

MaritzCX

A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer.

Trends 260

The Ultimate Guide to Conference and Event Surveys

GetFeedback

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver.

Survey 238

Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

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.

Your Complete Customer Engagement Handbook

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

Improve your CSAT by Measuring First Call Resolution

inContact

Spend any time around a contact center and you’ll likely hear the acronym FCR. What does FCR stand for? The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution.

6 Essential Qualities of the Best Customer Service Reps

Omnicus

Acquire and retain more customers with an outstanding customer service team. Customer Experience Customer Service

What Should a Business Look for in a Help Desk Solution?

Kayako

It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking.

Empathy = CX(mas?) Power

MaritzCX

T’was the month before Christmas and all through the house, all the creatures were clicking…ordering gifts via Amazon.com! Our household enjoys the convenience of “window-shopping” and making purchases from the comfort of our laptop (not fighting crowds or wasting gas).

Retail 260

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.