Sat.Oct 07, 2017 - Fri.Oct 13, 2017

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5 Ways to Break Down Digital CX Silos

InMoment XI

What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine. All employees across the board would be in sync with projects and strategic initiatives that are taking place, there would not be.

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Contribute to Journey Mapping Body of Knowledge

Heart of the Customer

Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our […].

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Your Five-Minute NPS Implementation Plan

AskNicely

NPS in 5 minutes? Sounds great! What’s the catch? No catch! Also no free steak knives! Sorry. : One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. At the risk of ringing our own bell, getting your first survey out the door with AskNicely is almost offensively simple: Log in. Add contacts. Send surveys.

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15 Fun Facts About Dreamforce [INFOGRAPHIC]

GetFeedback

Salesforce celebrates 15 years of Dreamforce this year. Check out our #dreamfacts infographic for cool stats on the largest tech conference in the world.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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NPS: Using It Correctly

InMoment XI

Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience.

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Why Is Live Chat Customer Service So Hard to Get Right?

Kayako

Adding live chat for customer service was supposed to solve all your service challenges. Investing in the channel was a no-brainer, or so you thought! It would allow your staff to delight customers with quick, frictionless support. For most Customer Support Managers, that hasn’t happened yet. Even Amazon, with its ‘world’s most customer-centric business’ ethos, hasn’t avoided embarrassment.

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It’s Time to Prioritize Self-Service

GetFeedback

Modern customers expect convenient support, so seamless self-service is fundamental to customer experience. Here are 5 reasons it's great for business.

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NPS: Using It Correctly

InMoment XI

Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience. View Article.

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Important CX watch: Danny Meyer on 60 Minutes

Customer Bliss

Above is the profile of restaurant entrepreneur Danny Meyer (Union Square Cafe, Shake Shack) which aired on 60 Minutes last Sunday. You can read an associated article here. As many of us probably already understand, the restaurant industry has razor-thin margins. While you can compete on cost (fast food), it’s very hard to only compete on cost.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Invent Your Vocabulary to Emphasize Who You Are

ShepHyken

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. The sign read as follows: Trans fare ncy [Trans-fair-uhn-see] n. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees.

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Managed Mapping: Instantly Connect Your Surveys to Salesforce

GetFeedback

With GetFeedback’s new Managed Mapping, Salesforce novices and veterans alike can automate the survey mapping process—no custom fields required.

Survey 150
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5 Ways to Break Down Digital CX Silos

InMoment XI

What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine. All employees across the board would be in sync with projects and strategic initiatives that are taking place, there would not be.

Roadmap 200
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Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

NICE inContact

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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The Key to Effective Mystery Shopping: Understanding Your Customer

IntouchInsight

Have you ever been in a situation where you ask a question only to receive an answer that isn’t what you were looking for? Maybe you didn’t ask the right question, or maybe the person you were asking didn’t know enough about the situation to give you the right feedback.

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Smart Marketing for Smart Customers (What Marketers Need to Know Today)

C3Centricity

Our customers are getting smarter every day. But are we performing smart marketing too? I don’t think so. When I have the chance to look at what most organisations are doing, I see that they are still living in the past of traditional media and have hardly dipped their toes into new media. Or they are using social media but still treating it as if it is traditional media!

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CX Design Wins A Nobel Prize

Experience Matters

In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge. Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO).

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Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

NICE inContact

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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{Infographic} Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success appeared first on Joseph Michelli.

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How To Use Your Customer’s Emotions to Get What You Want

Beyond Philosophy

Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.

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Find and Build Meaningful Relationships in a Noisy World: NIMBLE

Storyminers

The Problem. Nobody likes over-the-top communications or to feel ‘pushed’ through a seller’s experience. People prefer being in control, so they prefer buyers’ experiences. However, many organizations still treat their future clients in a one-size-fits-all, seller-centric way. It does not have to be like that. The Solution. Nimble is a new, multi-category software-as-a-service that qualify prospects, identify common ground, and engage in authentic, informed conversations

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Improving the Respondent Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Behavioral Economics Explains Why Your Surveys are Flawed 

Heart of the Customer

Daniel Kahneman isn’t known as a customer experience (CX) guru. A Nobel Prize winner, sure. Brilliant psychologist and leader in behavioral economics, yes. Author of a fascinating (but really dense) book? You bet. But he’s not really known for his CX chops. Yet, one of his findings shows why many surveys – as well as quite […]. The post Behavioral Economics Explains Why Your Surveys are Flawed appeared first on Heart of the Customer.

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Millennials Still Shop In Stores, But Are They in Yours?

Beyond Philosophy

If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences.

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New Ways to Work

Storyminers

Change. This new blog post series will help you deal with changes imposed by the new digital landscape. The kind that turns your world upside down when new tools, new technologies, and new methods force you to change the way that you work. Like you, I have been there. Technology. Out of necessity (and curiosity), I have learned to use technology to my advantage.

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Ever Considered Adding a Live Chat to Your Digital Classroom?

ProProfs Chat

The “chalk and blackboard” model ruled the education sector until digital classrooms took the world by storm. The offline model has many limitations such as attending a physical classroom and paying for hefty accommodation if someone is moving across cities. The digital model, on the other hand, is convenient and a participant can learn any course online, sitting in their pajamas and munching snacks.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Amazing Business Radio: Daniel Burrus

ShepHyken

Daniel Burrus Shares how to Anticipate Your Customers’ Needs Rather than Reacting. How would you like to be able to anticipate your customers’ needs before the even ask? Shep Hyken interviews Daniel Burrus, author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage , in which he explains how to predict what customers need rather than simply waiting to be asked. .

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How to Respond to Reviews Under HIPAA Guidelines

ReviewTrackers

What is HIPAA? The Health Insurance Portability and Accountability Act of 1996 (HIPAA) protects a patient’s health information. The regulations of HIPAA require health care providers to follow privacy guidelines so that a patient’s health information is confidential. The law applies to everyone who works for a healthcare organization. This makes responding to reviews a tricky one.

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Connect with Totango at TSW Las Vegas!

Totango

The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don’t miss us at booth #26 and read below for info on our exclusive happy hour and lounge! TSW is a must-attend conference if you’re looking to stay at the forefront of the services industry.