February, 2018

The importance of customer culture – an interview with Chris Brown

ijgolding

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people.

Customer Feedback Is Never Just a Score.

Lumoa

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on

Building an Onboarding and Training Program in Customer Support

Kayako

There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time.

Take These 3 Actions to Prevent Customer Experience Implosion

Customer Bliss

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

A Dozen Crazy Customer Touchpoints Translated

360Connext

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next.

More Trending

5 Ways to Keep Survey Respondents Engaged

QuestionPro Audience

Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands.

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you.

Customer Service Coaching: Your Recipe to World-Class Support

Kayako

Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well.

What We Learn From ‘One-Click’ CX & Its Pitfalls

MaritzCX

I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article. Government

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

The Customer Experience Million Dollar Question: Will my customer come back?

ijgolding

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house!

Is Your Social Customer Service Already Stellar?

BlueOcean

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot).

How the Smart Speaker is Revolutionizing the Home

QuestionPro Audience

2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes.

How to Improve Customer Experience: A Step by Step Guide

Lumoa

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition?

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Building a Customer Loyalty Program That Drives Brand Love

Kayako

When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar.

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?

Comm100

Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries.

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Why Learning CX Will Make You Happy and Successful

360Connext

Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.

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The complete methodology to improve CX in Banking [Infographic]

CloudCherry

The modern-day banking customer has evolved over the years. The dawn of the Digital Age has not only made it easier for customers to engage with banking institutions but also given them more choices. Customers are also more aware today. They’re looking for unique and delightful experiences.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Market Research: Why Every Small Business Needs It

QuestionPro Audience

Attention, small businesses! According to the U.S. Small Business Administration , there are currently 28.8 million small businesses in the United States. These businesses have played a major role in economic growth because they create so many jobs (1.4 million in 2014!),

Customer Experience Is All That Matters

Solvvy

The post Customer Experience Is All That Matters appeared first on Solvvy

Reduce Repetition with an Omnichannel Customer Experience

inContact

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered.

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.

Going the Extra Mile…or Not?

MaritzCX

A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still.

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The 7 habits of Companies with successful customer-centric cultures

CloudCherry

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company.

Ridesharing: The Millennial Effect

QuestionPro Audience

Ridesharing services like Lyft and Uber are here to stay. According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. In fact, U.S ridesharing adoption jumped 15 points to 53% in 2017.

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

ijgolding

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.