Vision Critical

SEPTEMBER 16, 2019

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization.

Customer Experience 220

Customer Experience Customer Voice Meeting Customer Insights 220

NICE inContact

SEPTEMBER 18, 2019

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun.

Customer Experience 247

Customer Experience Contact Center Brands omnichannel 247

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.

Loyalty 279

Loyalty Touchpoint Customer Experience Metrics 279

Lumoa

SEPTEMBER 16, 2019

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS

How To 222

How To Customers 222

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Customer Satisfaction

Vision Critical

SEPTEMBER 18, 2019

Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment. Best Practices Customer Insights Innovation Insight Communities

How To 190

How To Innovation Customer Insights Customers 190

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Metrics 288

Metrics NPS Net Promoter Score Effort Score 288

Customer Bliss

SEPTEMBER 18, 2019

Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. .

Survey 177

Survey Customer Experience Culture Groups 177

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community.

Social Media 175

Social Media How To Case Study Customer Centricity 175

NICE inContact

SEPTEMBER 17, 2019

Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.

Call Center 212

Call Center Contact Center Software Technology 212

Advertiser: Vanilla Forums

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Examples

GetFeedback

SEPTEMBER 20, 2019

How to use NPS, CES and CSAT to measure customer loyalty and improve the customer experience across the entire organization. Articles

Metrics 195

Metrics NPS Measurement Loyalty 195

Customer Bliss

SEPTEMBER 19, 2019

How do you lead an organization’s CX when there’s no blueprint for you to follow? Well, you make your own!

Communication 159

Communication Hospitality Healthcare Connections 159

ShepHyken

SEPTEMBER 18, 2019

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

Examples 136

Examples Culture Customer Service Training Customer Care 136

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

Contact Center 190

Contact Center Multi-Channel Call Recording ROI 190

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Meeting

GetFeedback

SEPTEMBER 18, 2019

A step-by-step explanation as to why effortless experience is not all that matters when it comes to cultivating customer loyalty. . Articles

Loyalty 195

Loyalty Customer Experience Customers 195

Steve DiGioia

SEPTEMBER 16, 2019

It’s there, just like a shadow. You can’t touch it, but you know it’s there. It’s a feeling. A feeling that all your efforts are finally paying off. Can you feel it? A feeling that you’ve turned the corner. Now your team has started to believe in you.

Groups 188

Groups Meeting How To Interaction 188

ShepHyken

SEPTEMBER 20, 2019

This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support.

B2B 121

B2B Customer Experience Software Roadmap 121

NICE inContact

SEPTEMBER 18, 2019

Artificial Intelligence (AI) in the contact center. Does this phrase elicit excitement or many questions? To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Regardless, it is important to.

Contact Center 131

Contact Center Roadmap Software Meeting 131

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

Innovation

GetFeedback

SEPTEMBER 15, 2019

This guide will teach you how to use customer loyalty metrics to improve customer experience and increase retention rates. Guides

Metrics 195

Metrics NPS Loyalty Customer Experience 195

Anne Benoit

SEPTEMBER 16, 2019

The heart of hospitality is all about human connection and creating experiences that are both genuinely memorable and authentic

ROI 171

ROI Hospitality Connections Customer Experience 171

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Airlines 115

Airlines Automotive Customer Service omnichannel 115

TechSee

SEPTEMBER 18, 2019

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.

Average Handle Time 109

Average Handle Time Contact Center Call Center Innovation 109

Advertiser: ZoomInfo

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Sales

Joe Rawlinson

SEPTEMBER 18, 2019

Emotional intelligence is more than simply focusing on your own emotions. It is how you interpret the emotions of those around you, how you read the room and identify the type of audience that you’re talking with so that you can address them accordingly.

Case Study 108

Case Study Study How To Meeting 108

Wired and Dangerous

SEPTEMBER 16, 2019

The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means.

Customer Expectations 108

Customer Expectations Meeting Measurement Customers 108

ShepHyken

SEPTEMBER 17, 2019

Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow.

Customer Service 114

Customer Service Culture Customer Experience Training 114

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today.

Customer Centricity 189

Customer Centricity Measurement How To Customer Satisfaction 189

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Study

Totango

SEPTEMBER 20, 2019

5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever.

Customer Success 93

Customer Success Customer Experience Fashion Healthcare 93

Talkdesk

SEPTEMBER 18, 2019

Customers want freedom to move, freedom to choose, and the freedom to create their own experience. We all know the tried-and-true approach of “if you don’t like the answer, call back and get someone else”.

Consumers 88

Consumers omnichannel Retail System 88

Optimove

SEPTEMBER 19, 2019

One of the biggest attractions for players in online gaming is a great welcome promotion. The objective of this kind of bonus is to get the player enthusiastic about the site, in the hopes of turning him into a long-term player.

Sports 87

Sports Analysis Marketing Groups 87