May, 2016

Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics.

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Voice of the Customer is More than Just Feedback Surveys

NICE inContact

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true.

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The Exceptionally Easy & Profitable Uses of Customer Co-creation

C3Centricity

One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation.

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Reduce Churn and Win New Customers with Powerful or Flawless Onboarding

Kayako

When a potential customer visits your site, they’re already interested in your product.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

More Trending

Human-Centered Design at Northern Trust, With Scott Dille [CB3]

Customer Bliss

Episode Overview. In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Unfortunately, in the real world there are no shortcuts to this type of enlightenment. Or are there?

The problem with customer satisfaction surveys—according to the inventor of NPS

Vision Critical

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable.

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Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics.

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

3 Ways to Let Customers Guide Your Greatest Innovation

Experience Investigators by 360Connext

Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will want next, before they take their business elsewhere? Customer data, feedback and market research can still help guide your next innovation.

Customer Experience in the Gulf Region – Ian Golding talks CCXP with Tim Elliott of Dubai Eye

ijgolding

I am extremely fortunate to be able to travel the world talking to anyone who will listen about the importance and significance of Customer Experience.

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How to optimize customer experience cross-functional teams

Customer Bliss

‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo.

Customer Experience on the Rise in Germany

MaritzCX

While customer experience (CX) is already an established discipline in the English-speaking world, it has remained on an immature level in Germany for years. But without a doubt, customer experience has now become a hot topic for many German companies.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

On Fear And Daring

Kerry Bodine

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move.

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Announcing Klipfolio Integration

AskNicely

How is this for double-cheese pizza – we have teamed up with the guys at Klipfolio! So what the heck is Klipfolio you ask? Imagine this scenario. You’re in marketing, and you want answers to questions like, “which advertising channels are generating the most revenue?”.

Kaiser Permanente and TriCare Earn Top Customer Experience Ratings for Health Plans

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based […].

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The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business.

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.

The most important thing to know about customer experience competencies

Customer Bliss

It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however.

Customer Experience on the Rise in Germany

MaritzCX

While customer experience (CX) is already an established discipline in the English-speaking world, it has remained on an immature level in Germany for years. But without a doubt, customer experience has now become a hot topic for many German companies.

How to Prevent Difficult Customers in Retail: Online Stores

Comm100

“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” ” – Marilyn Suttle, success coach and customer service expert.

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Customer intelligence meets storytelling: 3 benefits of using Stories in the Sparq platform

Vision Critical

Storytelling is a powerful tool in business. Compelling stories grab people’s attention, help communicate a more memorable message and inspire action among important stakeholders.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Senator Corey Booker Shines Light On Darkness

Experience Matters

Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark. I urge you to watch… One of the lessons […].

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement.

Why Claims of History Fail to Impress Today’s Customers

Experience Investigators by 360Connext

One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible insights thanks to the honest feedback of those in the room.

CX Leaders Are Not Alone

MaritzCX

Recently, I had the great pleasure of meeting with over 500 CX professionals across dozens of industries at the MaritzCX Fusion Conference.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]

Customer Bliss

Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross.

Why companies are focusing on their customer experience strategy

Vision Critical

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea.

Edward Jones and Fidelity Investments Earn Top Customer Experience Ratings for Investment Firms

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Edward Jones and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies […].