Sat.Jun 18, 2016 - Fri.Jun 24, 2016

Marketing Solutions to More Actionable Insights

C3Centricity

Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? Insights are the holy grail that all businesses seek but rarely find. Are you one of them?

Call Quality Monitoring Dos and Don’ts

NICE inContact

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives.

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These 3 obsolete market research practices are on their way out

Vision Critical

Ray Poynter, director of Vision Critical University, is no stranger to the Customer Intelligence Summit. One of the top influencers in market research , Poynter has delivered some of the most popular and most provocative presentations at the past Summits.

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

ijgolding

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences.

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.

Customer retention: 35 data-backed approaches

Customer Bliss

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience.

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The Client Wish List

MaritzCX

Is what you see what you really get? Sunday mornings in my youth – thinking back now, I can still clearly recall how excited I would get when I’d riffle through the thick Sunday newspaper and pull out the COLOR COMICS! And there was one thing I liked most – the color optical illusion on.

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Using consumer insight for rebranding: Q&A with Price Chopper’s Sam Trimboli

Vision Critical

Founded in 1932, the New York-based grocer Price Chopper (known as Market 32 in some regions) operates 135 stores in the American Northeast.

Don’t Invent – Innovate: The Art of Resolving Human Need

Michelli Experience

For me… Invention is the creation of something new. Innovation is creating a new solution that addresses a human need. If I were so inclined, I could go into my garage cobble together some random materials and produce a “one of a kind” object. I could call it Joseph’s garage invention.

How to Get Customer Feedback the RUF Way

Kayako

We live in an age where customers expect to be able to give their feedback on everything almost instantly. Products can be instantly reviewed on Amazon, restaurants critiqued on Yelp, hostels on TripAdvisor.

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.

The Client Wish List

MaritzCX

Is what you see what you really get? Sunday mornings in my youth – thinking back now, I can still clearly recall how excited I would get when I’d riffle through the thick Sunday newspaper and pull out the COLOR COMICS! And there was one thing I liked most – the color optical illusion on.

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3 Ways to Add Magic to your Customer Service Training

Experience Investigators by 360Connext

What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong.

51 New Contact Center RFP Questions

BlueOcean

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. We’ve updated this list with the most up-to-date information. Choosing a contact center outsourcer is a huge investment.

Being CCO Of A Privately-Held Company, With Nick Frunzi [CB10]

Customer Bliss

Episode Overview. In this, the 10th episode of the Human Duct Tape Show podcast (we made double digits!), I talk with Nick Frunzi. Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company.

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!

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction

MaritzCX

The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one).

THE Customer Experience Question That Silences The Room

Experience Investigators by 360Connext

I always feel a little bad when I inevitably silence the room with a simple question. The post THE Customer Experience Question That Silences The Room appeared first on Customer Experience Consulting.

Report: Economics of Net Promoter Score, 2016

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research

Who comes first, the employee or the customer?

NewVoiceMedia

I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees.

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.

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction

MaritzCX

The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one).

Encouragement = the “Miracle Grow” of Employee Morale

Steve DiGioia

This original article was written by Steve DiGioia. Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic. Employee morale is at an all-time low. True or not, it is a fact of business.

Leaders Learn: 5 Things Every Strong Service Leader Does

Who's Your Gladys?

“Leadership and learning are indispensable to each other.” ” – John F. Kennedy. If you’ve read “Who’s Your Gladys?” ” or “Taming Gladys!“, “, you know that we espouse lifelong learning as THE key to success.

News Flash: The Next Generation Wants Digital Communication

Calabrio

Our world is digital and there’s no getting around it. We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on these channels. So, any organization whose bottom line is directly impacted by customer experience must go digital, too.

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

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction

MaritzCX

The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one). When Sue is unhappy at work, she isn’t motivated to go above-and-beyond for a customer. She’s. View Article

How Much Service Freedom Do You Offer Customers?

Wired and Dangerous

Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.”

Guest Blog: Answer the Questions Customers Don’t Know to Ask

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. Shep Hyken.

The Elusive ROI of Customer Experience

CX Journey

Image courtesy of wallstreetinvestinggroup I originally wrote today's post for Intradiem. It appeared on their blog on January 25, 2016. Have you been able to prove the ROI of focusing on the customer experience to your executives?

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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.

The Client Wishlist

MaritzCX

Is what you see what you really get? Sunday mornings in my youth – thinking back now, I can still clearly recall how excited I would get when I’d riffle through the thick Sunday newspaper and pull out the COLOR COMICS! And there was one thing I liked most – the color optical illusion on. View Article

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Killers of Corporate Life

Beyond Philosophy

There are 2 killers of corporate life – speed and politics. Let me give you some background. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success.

When Improv Meets Business

ShepHyken

Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management).