Sat.Aug 24, 2019 - Fri.Aug 30, 2019

Keep Your CX Roadmap Relevant, or Risk Going off Track


This article was originally published by the CXFocus Magazine. Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector.

Improve Employee Experience to Improve Customer Experience

Experience Investigators by 360Connext

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions.

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Why You Should Eliminate “No Mercy” Policies!

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. Buying an extended warranty sometimes feels like burning money to me.

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”.

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The Patient Experience: Gaining the Competitive Edge in Healthcare


Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious.

A Day in the Life of an Insight Community Manager

Vision Critical

Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program.

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How to Improve Your Customer Satisfaction Score (CSAT) Score


You have a good Customer Satisfaction Score (CSAT) but you want to make it even better. Here's proven-to-work tips on how to improve your CSAT score. Articles

10 Tips for Connecting with Customers Emotionally

NICE inContact

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand.

The 6 Best Ways to Show you Respect your Customers


More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it.

IT panel research

QuestionPro Audience

What is an online panel? An online panel is an online group of pre-selected people that are both interested and willing to participate in a market research study, online focus groups, online surveys , etc.

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How to Use Surveys to Land More Business Leads


Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

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A CX Snapshot: 2019 Insights from B2B Organizations


Photo by Austin Distel. Photo by Ambrose Chua. Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years.

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Why Ask for Open-Ended Feedback?


Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.

Does Your Service Menu Meet Your Customers’ Expectations?

Wired and Dangerous

Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Many have rules like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.”

How to Use Surveys to Land More Business Leads


Listening to what your customers have to say and providing what they want is fundamental to the success of your. Articles

Survey 212

What exactly IS a CX Vision?


Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience.

Revolutionary “Text Your Choice” Program Launched by The Australia Post


Australia Post’s Parcel Delivery Experience Transformation Team (PDET) raised NPS by 27% and Saved $1.7m in Cost Savings A key initiative of Australia Post’s Parcel Delivery Experience Transformation Team (PDET) is the “Text Your Choice” program, which allows customers ease in choosing their preferred method of parcel delivery. Text Your Choice has significantly raised NPS. View Article. General

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Reduce Machine Downtime with a Unified Visual Maintenance Strategy


According to Aberdeen Research , 82 percent of companies have experienced unplanned machine downtime over the past three years, costing as much as $260,000 an hour.

How to Use the CSAT Metric in Your CX Program


How to measure your Customer Satisfaction Score (CSAT) and use the insight to optimize your customer experience (CX) program. Articles

Thank You is Never a Short Message


You might have heard the news. If you haven’t please find it here. . It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.

Multistage Sampling – Advantages and application

QuestionPro Audience

Multistage sampling, also known as multistage cluster sampling is an extension or a more complex form of cluster sampling. It is a kind of sampling that involves dividing the population into groups (or clusters) for further research. In multistage sampling, giant clusters of the chosen population are divided into sub-groups at different stages to make primary data collection easier to manage. Audience

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It’s Not Where You Are. It’s Where You’re Going.


Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole.

What to Do if You Have a Poor CSAT Score


Detailed list of steps to take to improve your poor Customer Satisfaction Score (CSAT) and optimize customer experience (CX). Articles

Thank You is a never a short message


You might have heard the news. If you haven’t please find it here [link]. It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.

Why Isn't Natural Language Understanding.Natural?


“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

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How to evaluate HIPAA compliant patient engagement software vendors, Part 1


This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of the software vendor in protecting Personal Health Information (PHI). The second post explores the core requirements of a HIPAA-compliant digital engagement platform.

Optimize Customer Satisfaction With Our Free CSAT Toolkit


Download our free Customer Satisfaction Score (CSAT) toolkit for customer satisfaction best practices, a free CSAT survey template, and much more. Articles

5 Top Customer Service Articles for the Week of August 26, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Episode 63 – Preventing Customer Churn and Winning Back Lost Customers

Kristina Evey

Losing customers and customer churn are a huge concern for businesses everywhere, yet many leaders don’t know what to do … Read More Episode 63 – Preventing Customer Churn and Winning Back Lost Customers. The post Episode 63 – Preventing Customer Churn and Winning Back Lost Customers appeared first on Kristina Evey. customer retention improve customer service Leadership Podcasting Service Recovery Uncategorized upset customers

Customer Retention Optimization Strategies to Keep Customers Long-Term


Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them.

Optimize Customer Satisfaction With Our Free CSAT Toolkit


Measuring Customer Satisfaction Score (CSAT) can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services.

Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value?


This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

What Type of Relationship Do Your Customers Expect From You?

Beyond Philosophy

Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? Now, to be fair, if it was my brother Neil, my answer is yes.).

Exploring the Importance of Customer Lifetime Value


In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). .