October, 2019

Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

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Make Customer Experience Development as Important as Product Development

Customer Bliss

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success.

Optimize Your Customer Experience Management Strategy

GetFeedback

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM).

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.

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You

ShepHyken

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

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More Trending

5 Steps Toward a Successful Self-Service Strategy

TechSee

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019.

How to Make the Most of Customer Experience Feedback

Totango

Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No one else gets to have a personal conversation with the very people your product is designed to serve.

Why First Response Time Is Not Enough For Your Mobile Customers

NICE inContact

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics.

Three Ways to Supercharge Your Sales Training for a Winning Customer Experience

Experience Investigators by 360Connext

Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me.” and ends with a “They just refused!”.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

A great Customer Experience starts with a great Employee Experience

Lumoa

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS

Your Organization Is An Experience Factory

Experience Matters

Experience Management (XM) isn’t just important, it’s the primary function of every organization. Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters. Customer experience XM - Experience Management

How to Define Customer Satisfaction and Measure it

GetFeedback

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms.

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!

C3Centricity

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX

Kristina Evey

Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey. Employee Experience Leadership Planning for CX Podcasting

The Power of Empowerment!

MaritzCX

A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives.

What I’ve Learned as a Female Leader in SaaS

Vision Critical

Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Here, Kelly shares some wisdom gleaned over her 17-year career in tech.

Your Complete Customer Engagement Handbook

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

The Top 4 Customer Experience Challenges and How to Overcome Them

GetFeedback

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

How To 230

Provide Unexpected Transparency & Guidance

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

Three Characteristics of XM Leaders

Experience Matters

Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” ” This is a critical theme for many executives.

Game Changing Methods to Optimize Your Customer Experience

CloudCherry

Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.

How to Create an Exceptional Customer Experience

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

Why Positive Customer Experience Increases Customer Retention

NICE inContact

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time.

Sparq Fall ’19 Release Empowers Brands in Today’s Data Privacy Landscape

Vision Critical

It’s hard not to notice what’s going on in the world of data privacy these days.

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How to Define Customer Satisfaction and Measure it

GetFeedback

In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. Articles

How the Best Marketers are getting More Actionable Insights

C3Centricity

Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.