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.

Your Complete Customer Engagement Handbook

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

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?

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 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.

How to Create an Exceptional Customer Experience

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

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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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.

Top Customer Support Blogs, Communities, Podcasts and Newsletters

Kayako

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? A lot, it turns out.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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?”.

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.

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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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.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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.

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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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.

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.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Use Your Average Number of Replies to Improve Your Support

Kayako

Customer support metrics matter. They’re something you should be paying attention to. There is a wealth of information just waiting for you to explore and glean information from. A lot of attention is paid to response times and handle times.

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.

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.

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 […].

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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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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.

Customer Experience Strategy: How to Measure the Immeasurable

BlueOcean

Take a second to reflect on some of your favorite brands. Is it Starbucks whose baristas always remember your name? Or maybe Amazon or Apple, both of which have continually ranked highly for customer experience.