Sat.Nov 17, 2018 - Fri.Nov 23, 2018

The Dream of Data-Driven Personas

Brand Watch

Data 76

The future of VOC measurement – don’t let organisations do it themselves!

ijgolding

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life.

What agile CX means to the brand ranked #1 on Forrester’s Australia CX index

Vision Critical

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. We encouraged storytelling, peer-to-peer networking and the sharing of insights and ideas.

Brands 141

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

Survey 287

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.

Goodbye CMOs, Your Time is Up: From Brand Building to Business Growth

C3Centricity

It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. Was it a wise move or foolhardy? In a recent interview with Marketing Week their global vice-president of creative claims that it has “broadened” the company’s approach to marketing.

Brands 246

More Trending

Case Study: How Debitsuccess Improves Customer and Employee Retention with NPS

AskNicely

Ever think about just how many debit transactions happen on any given day? Debit card purchases, membership dues, utility bills, childcare, tuition… it boggles the mind. So who manages the millions upon millions of daily transactions? Debitsuccess, for one.

5 Survey Email Subject Line Strategies to Boost Open Rates

GetFeedback

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

Survey 278

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods

Customer Bliss

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. I truly appreciate your support; it helps keep this show going!

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

TechSee

The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries.

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.

How to Build a Customer Oriented Culture From the Ground Up

Kayako

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers.

What’s the Customer Loyalty Loop?

GetFeedback

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.

Hire People Who Care & Enable Them to Apologize

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.

Video 156

What are you doing to thank your employees and customers?

Wired and Dangerous

The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*!

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!

Gratitude & Great CX

MaritzCX

Dearest CX turkeys and gurus alike, I wish you the Happiest Thanksgiving! And thank you for your consistent customer focus. Last week I felt extremely grateful after personally experiencing one company’s outstanding customer focus. I was overjoyed to find a particular brand of hairspray that I had only seen in-stores, sold online. This spray was. View Article. General

The Ultimate Guide to Conference and Event Surveys

GetFeedback

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver.

Survey 238

10 Essential Restaurant KPIs to Measure Customer Experience Success

IntouchInsight

Learn about 10 restaurant KPIs linked to CSAT, customer loyalty, and employee engagement to help you measure the success of your CX programs in your restaurant

Have A Thanksgiving Full Of Purpose & Meaning

Experience Matters

Temkin Group’s data shows that people with more purpose and meaning in their lives are happier. The post Have A Thanksgiving Full Of Purpose & Meaning appeared first on Customer Experience Matters®. Customer experience Happiness Personas Purpose

Groups 133

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.

Five Ways to Create Customer Loyalty

ShepHyken

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it?

6 Examples of Advocacy Marketing Strategies Used by Top Companies

Retently

Do you know how many customers talk about your brand to others in a positive light? Do you capitalize on that information to drive more sales, brand engagement, and to attract new clients?

6 Steps From Journey Maps to Outcomes

CX Journey

Did you know that journey maps are more than a tool?

Gartner’s CX Pyramid: An Approachable Framework

Heart of the Customer

Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model.

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.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

10 Key Customer Experience Trends for 2019

CSM Magazine

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond.

How Customer Success Managers Can Avoid Dysfunction Within Startups

Amity

[image: [link]. It’s no secret that building a startup can be a difficult task. This is partially due to the fact that team dynamics aren’t always clearly defined.

That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

Myra Golden

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies.

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.