Sat.Sep 14, 2019 - Fri.Sep 20, 2019

Customer Experience as a Shared Service

Vision Critical

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

6 Core Emotions in Customer Experience and Why They Matter

NICE inContact

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.

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Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

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

What Customer Churn is and How to Calculate it

Lumoa

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

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Use Your Sparq Insight Community for Your Design Sprint

Vision Critical

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

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NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

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?

Go Beyond Surveys to Understand Customers’ Lives

Customer Bliss

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. .

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CX Day 2019: What Is it, When Is It, and How to Make the Most Of It

Experience Investigators by 360Connext

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.

The Devil I Know vs. The Devil I Don’t in the Call Center

NICE inContact

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.

A Guide to Online Communities for Enterprise Organizations

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.

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

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

3 Steps to Building a New Patient Experience and Communication Framework

Customer Bliss

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

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

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?

Moving to Cloud: A Must for Contact Centers

NICE inContact

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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

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.

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

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

Can You Feel It?

Steve DiGioia

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.

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Guest Blog: Why cross-team collaboration is essential for B2B customer support teams

ShepHyken

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.

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AI in the Contact Center – When and Where?

NICE inContact

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.

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

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.

How to Use Customer Loyalty Metrics: NPS, CES & CSAT

GetFeedback

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

Using the Customer Experience to Drive ROI

Anne Benoit

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

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5 Top Customer Service Articles for the Week of September 16, 2019

ShepHyken

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.

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

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

The Best Sales Forecasting Models for Weathering Your Goals

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!

Book Review: The Non-Obvious Guide to Emotional Intelligence

Joe Rawlinson

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.

What Service Time is Acceptable to Your Customers?

Wired and Dangerous

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.

Amazing Business Radio: Paul Selby

ShepHyken

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.

How to Measure Customer Centricity the Right Way

C3Centricity

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.

An Exploratory Research Study: Customer Experience and Customer Self Support

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.

What I Learned from Customer Success Summit 2019

Totango

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.

Artificial Intelligence (AI) Brings Flexibility, CHOICE for Modern Consumers

Talkdesk

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”.

Bonus Abusers

Optimove

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.