September, 2018

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults.

ROI 212

Using Your NPS Data to Build An Ideal Customer Persona (and then 10x your growth with personalization)

Promoter.io

I’m going to teach you a little trick — one you can use to impress your friends at dinner or your co-workers at your next meeting. What you’re going to do is draw four shapes on a piece of paper: A triangle, a circle, a square and a squiggly line. Don’t let your friends see [.].

NPS 281

4 Steps to Launching a VoC Program

GetFeedback

Your customers are the lifeblood of your business. Everything you do, you do it for them (Bryan Adams style). Since customers are the ones who affect your bottom line and act as your brand advocates, think of the benefits of keeping them in the driver’s seat.

How to Use Customer Insight to Drive Business Growth

Vision Critical

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to Understand and Engage the Outliers in Your Organization

Customer Bliss

In my new 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.

How to Disrupt Your Competition

ShepHyken

How To 256

More Trending

Best Practices of Setting up Case Management Programs

MaritzCX

Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem?

How to Systematically Decrease Customer Churn

GetFeedback

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study.

How To 280

Three Keys to Effective Customer Journey Mapping

Michelli Experience

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning.

Do You Know the Power Core of Your Company? How to Determine and Dance with the Power Core

Customer Bliss

In my new 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.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

You want talent, but can you manage it?

CX University

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering.

How Can You Provide Better Service For Your Clients?

C3Centricity

How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding.

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Market research was developed a century ago to measure the effectiveness of advertisements and products.

Better Service Begins with Better Surveys

GetFeedback

It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback.

Survey 245

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

5 Things Customers Expect from Customer Service Interactions

Help.com

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.”

3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers

Customer Bliss

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth.

NPS 314

10 Customer Experience Best Practices for all B2B Sales Teams

Kayako

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price.

B2B 219

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Customer Irritation Can Erode Customer Experience - Transforming the Customer Experience

Kristina Evey

Frustration Drives People Away. I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance.

10 Surveys for Actionable Data

GetFeedback

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers.

Survey 212

3 reasons why you should collect and analyse customer feedback in real time 

Lumoa

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”.

How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

Customer Bliss

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.

Tools 227

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

The Definition of Predictive Analytics in 2019

CloudCherry

Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers.

4 Things Customers Hate When They’re Looking for Help

Kayako

Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone.

11 common customer journey mapping mistakes to avoid

Vision Critical

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled.

What Customers Want Today. (And How to Give It To Them!)

C3Centricity

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going.

How To 211

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Lessons From Temkin Group’s Humanity Workshops

Experience Matters

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” ” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada. It’s been an amazing experience to see the overwhelmingly positive response from more than 600 CX professionals.

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New Ways to Think About Contact Center Quality Monitoring

inContact

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT).

Confusing Customer Service Delivery with Customer Experience Delivery?

One Millimeter Mindset

Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles.

Treehouse: Creating a Path to Diversity

AskNicely

?. Ryan Carson, Founder and CEO of online coding school Treehouse , knows how important it is to hire diverse teams. Not only is it good for the world, but it also helps companies discover new perspectives, see new problems, and even increase profits (to the tune of up to 30%, according to Ryan).

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.