February, 2019

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

ijgolding

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows.

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

Quick, how many services or memberships do you subscribe to? Twenty?

Are Your Customers Free to Come and Go?

Wired and Dangerous

Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.”

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department.

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More Trending

Treat Your Customer Facing Staff Like Royalty

Kristina Evey

I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read More Treat Your Customer Facing Staff Like Royalty. The post Treat Your Customer Facing Staff Like Royalty appeared first on Kristina Evey. employee engagement internal customers Leadership Team Uncategorized

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

Make Memory Creation the Currency of Your Brand

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.

Brands 215

Top 10 Tips for Gathering Event Attendee Feedback

GetFeedback

Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives.

Tips 301

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

The 5 Things You Need to Know About Great Service

Steve DiGioia

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident.

The Engaging Power Of Employee Feedback

Experience Matters

Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” ” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.”

AI and ML are Taking Digital Marketing to the Next Level

C3Centricity

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it.

How the Most Important Touchpoints Get Ignored, And How to Fix It

360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Don’t Let Acquisition Be Your Only Customer Growth Metric

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.

Introducing SMS Invitations

GetFeedback

Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS.

What Is a Virtual Call Center Agent?

NICE Systems

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real. Most call centers still have a brick and mortar presence. However, cloud technology has enabled call centers to hire more remote, or “at home,” agents.

Episode 38 – Loyal Employees Breed Loyal Customers

Kristina Evey

Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read More Episode 38 – Loyal Employees Breed Loyal Customers. The post Episode 38 – Loyal Employees Breed Loyal Customers appeared first on Kristina Evey. employee engagement internal customers Podcasting

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs

Comm100

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers.

How to Create the Best Customer Experience Solutions

360Connext

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

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Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

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.

10 Email Marketing Tricks to Re-Engage Your Customers

GetFeedback

There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens. Most email lists decline by about 25% a year according to Email Monks. There are lots of reasons for this. Sometimes it’s about the number or frequency of emails.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Behavioral Science Can Reveal Your Customers’ True Feelings

MaritzCX

Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers.

Engage Customers, Solve for Hassles, Earn Their Loyalty

Kristina Evey

Where are the hassles your customers encounter when using the product or service you provide regardless of who they buy … Read More Engage Customers, Solve for Hassles, Earn Their Loyalty. The post Engage Customers, Solve for Hassles, Earn Their Loyalty appeared first on Kristina Evey. customer complaints customer feedback Customer loyalty Perception

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

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Whisper Coaching: How Will AI Make Your Whispering More Effective?

NewVoiceMedia

The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.