January, 2019

15 Net Promoter Score statistics you need to know in 2019

Lumoa

Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019! RSS generated with FetchRss

Perspectives from a Danish CX Practitioner

MaritzCX

British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value).

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Artificial Intelligence Tech: What Is It, and How Can It Create Jobs?

Smarter CX

In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good.

The True Cost of Losing a Customer

BlueOcean

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.

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.

Ten Reasons Why You Should NOT Conduct Market Research

C3Centricity

If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1.

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The lost suitcase – the sad reality of customer experience evolution

ijgolding

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage.

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Live Chat Customer Service: Top 5 Challenges

GetFeedback

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.

The Inextricable Link Between CX & EX

Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” ” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

3 Tips On How To Measure Customer Experience

Lumoa

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics! Feed generated with FetchRSS

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.

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

BlueOcean

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did.

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A Single Customer Experience Prediction for 2019

Vision Critical

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level.

Our Top 10 Customer Experience Posts of 2018

Kerry Bodine

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.)

5 Support Tools to Improve Customer Experience

GetFeedback

Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible.

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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!

How to Connect Your Employees to Your Customers and Company Mission

Customer Bliss

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use.

10 Steps to Reduce Call Center Attrition

NICE inContact

Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Every employee is unique in terms of what specifically satisfies them about a job and makes them stay with their employer.

Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service

BlueOcean

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service.

Data Security, Privacy, and Trust

MaritzCX

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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.

Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

5 Survey Tips for Getting Better Customer Data

GetFeedback

Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong.

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Enable Graceful Departures for Your Customers

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.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might not be on lists of old. .

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

4 Steps to Improve Your Franchise's Customer Experience

IntouchInsight

Learn how to improve customer experience at your franchise with four useful steps

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Lessons in CX Shared by Behavioral Scientists

MaritzCX

Creating value in and out of the workplace is a challenge for all businesses, especially when it comes to their CX programs. And understanding how to create that value, is an entirely different challenge.

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How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations.

When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.

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.