Sat.May 04, 2019 - Fri.May 10, 2019

What Customer Feedback Questions Should You Ask in a Restaurant?

ServiceDock

We have a variety of different food service businesses using our product to manage customer experience (CX) and no two brands have an identical CX survey.

The ‘constant curiosity’ that has shaped some of the world’s most iconic brands

Qualtrics

Talk about the Experience Economy and it won’t be long before someone mentions Apple, Wal-Mart or Starbucks. Aside from being the pioneers of experience management, one thing they all have in common is Emily Chang, the SVP of Marketing for Starbucks.

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5 Reasons Why Continual Learning is Key for Your Customer Service Team

PlayVox

According to a Microsoft report, customer service is a key factor in 96 percent of consumers’ loyalty to a brand. HR Management for CX CX Culture

The Secret To Create Extraordinary CX Memories

Survaider

Customer Experience

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

More Trending

The “What’s Next” of Journey Mapping

IntouchInsight

CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives

Tips 242

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. Emotions rise, and customers eventually want one thing: gratification.

What is More Important: A Good Product or a Good After-Sales Service?

GetFeedback

Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it.

Sales 305

Get to Know Bruce Arnett: The CTO at MartizCX

MaritzCX

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. Being a People Leader Bruce has over 20 years of experience in the software engineering domain and has all the qualities it takes to be a successful leader in software development.

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.

How to Measure and Improve Customer Retention

Lumoa

What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use. Feed generated with FetchRSS

4 Questions Every Contact Centre Needs to Ask

NICE inContact

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they want friendly and knowledgeable service.

New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

Trends 297

CX Professionals Talk About 3 Strategies to Drive Action

MaritzCX

At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Trust the Front Line to Extend Grace and Honor Your Customers

Customer Bliss

In my 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.

Gant Travel Goes the Distance with CXone

NICE inContact

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant progress to meet the same standards. The problem?

Travel 195

6 Ways Your Knowledge Base Can Improve Customer Experience

GetFeedback

There is no denying the fact that we live in an era of instant gratification. The immediate response that we get from tapping or scrolling on a gadget has transformed us into impatient beings who refuse to wait for anything.

Discover the Missing Puzzle Piece in your Contact Center at ICMI

Calabrio

We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

5 Tips for Finding a CX Platform your Agents, Customers and Exec Team Will Love

Comm100

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved without technology to bring together disparate channels and make consistent, seamless experiences an easy thing to achieve. Thanks to the growth of omnichannel strategies in recent years, there’s no shortage of customer experience (CX) platforms out there.

Tips 158

Welcome, Kevin Corcoran!

Kerry Bodine

Hot off the heels of my announcement of our new project manager, Jade Mulé , I’m excited to announce our latest addition to the Bodine & Co. team , Kevin Corcoran. As a CX Consultant at Bodine & Co.,

Employee Satisfaction Surveys: How to Keep Teams Happy and Thriving

GetFeedback

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level. Specifically, employee satisfaction is the extent to which your employees are happy with their jobs.

Survey 232

Creating Strong Emotional Connections for Great Customer Experience

Wired and Dangerous

76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How Valvoline’s Service Team Pleased Two Very Diverse Constituents — Its CFO and Its Customers

NICE inContact

Chief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself.

5 Tips for Finding a CX Platform your Agents, Customers and Exec Team Will Love

Comm100

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved without technology to bring together disparate channels and make consistent, seamless experiences an easy thing to achieve.

Tips 130

New and Improved: GetFeedback Actions

GetFeedback

Surface time-sensitive customer feedback and take immediate action to enhance the customer experience. It’s often said that “talk is cheap but actions are priceless.” In this case, collecting customer feedback is easy but taking action is where the real substance lies.

Customer Service Approaches To Help Build Your Business

Joe Rawlinson

A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve.

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan

NICE inContact

Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center.

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Don’t Be Lazy – Go the Extra… Inch!

ShepHyken

The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy.

7 Hacks to Customize Your Surveys for Your Brand

GetFeedback

Surveys. It’s what every company wants following a consumer’s experience with their brand. We finish a phone conversation with tech support and are asked to “remain on the line” to answer a few short questions about our experience today.

Survey 212