Sat.Sep 07, 2019 - Fri.Sep 13, 2019

Trust – the embodiment of customer experience

Eptica

Hiring People who Smile is One Step in the Right Direction

Ann Michaels and Associates

It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them?

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The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story

Chattermill

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. Netflix. What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise.

3 Principles to Get Your Customer Experience “Stop Doing” List Started

Experience Investigators by 360Connext

Ever hear of a “stop doing” list? Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. .

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Acknowledge the Customer: Set the Tone with Your Greeting

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.

Hotels 231

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Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice.

How to Reduce the Risk of Response Bias in Your Surveys

GetFeedback

Response bias is a problem for anyone undertaking market research. Let’s face it—when you conduct any market research or customer. Articles

Survey 195

EX vs CX and how they need to align

CloudCherry

Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience.

The CCO’s Checklist: 28 Actions to Take for Customer-Driven Growth

Customer Bliss

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers.

How to Reduce the Risk of Response Bias in Your Surveys

GetFeedback

Survey 195

Promises, Promises, Promises.

CloudCherry

It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject.

B2C 227

One Great Challenge for Retail Auto in the Next Decade is…Behavior!

MaritzCX

Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive

Retail 200

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Great Customer Experience has the Power to Accelerate Growth

NICE inContact

Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice.

Customer Self Service – What the Future Holds

TechSee

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.

eBook 137

That “Something Extra” You Offer to Make Customers Love You

ShepHyken

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

Heart of the Customer

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

4 Ways to Utilize Social Customer Service Agents More Effectively

NICE inContact

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service.

The Key to Cultivating Loyalty Part 2: Designing Great Experiences

IntouchInsight

Your source for the best knowledge on collecting data to drive business improvements

Amazing Business Radio with Steve Farber

ShepHyken

Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success.

Episode 65 – Remember the Customer in Your CX Work

Kristina Evey

Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read More Episode 65 – Remember the Customer in Your CX Work. The post Episode 65 – Remember the Customer in Your CX Work appeared first on Kristina Evey. customer feedback Journey Mapping Perception Podcasting Strategy

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.

10 Chat Support Job Responsibilities: What You Need to Know About Providing Live Chat Support to Your Customers

UJET

Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment.

Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat

ShepHyken

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .

DataStax Proxy for DynamoDB™ and Apache Cassandra™ – Preview

datastax

Yesterday at ApacheCon, our very own Patrick McFadin announced the public preview of an open source tool that enables developers to run their AWS DynamoDB workloads on Apache Cassandra.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.