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

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Customer Experience as a Shared Service

Alida

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal. When customer experience is approached as a shared service, both companies and consumers benefit exponentially and you ensure longevity in the market.

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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. There’s a rich and vibrant discourse on social media about customer experience and customer service, and so many thought leaders who are constantly pioneering the ways we think about the interactions between customers and companies.

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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. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . While some data says yes, other research says no. .

Loyalty 257
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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.

How To 277
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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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. You’ve wondered, maybe even doubted yourself, if you can get this group of recruits to do better, be better, perform better.

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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? A great customer experience (CX) , of course. . In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a

NPS 278
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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. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. Why do we do this?

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How to Use Your Sparq Insight Community for Your Design Sprint

Alida

Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment.

How To 172
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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. I’m not sure why “the devil” gets all the credit, but basically it means I know what I get with the existing software provider (warts and all), but I don’t know what new issues I would have to deal with by switching to something new.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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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.

NPS 170
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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! In today’s episode, Lisa Allen , the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience.

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Using the Customer Experience to Drive ROI

Customer Experience Update Submitted Articles

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

ROI 153
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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? Why did I wait so long to write about this? I have addressed this topic in several other ways.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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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. .

Loyalty 150
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How To Overcome Organizational Silo’s To Make Progress

Beyond Philosophy

How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved.

How To 114
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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. Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base.

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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. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. These issues are usually more complex, involving several internal stakeholders and requiring a larger, more advanced and specialized team to address them.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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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.

Metrics 150
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Customer Satisfaction is Declining in the UK. Is the US Next?

Beyond Philosophy

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 to 77.1. .

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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. “The Non-Obvious Guide to Emotional Intelligence” by Kerry Goyette is a very interesting read in a format that’s easy to consume and digest.

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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. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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NPS, CES, CSAT: Welche Kennzahl ist die beste?

GetFeedback

So setzen Sie unternehmensweit NPS, CES und CSAT zum Messen der Kundentreue und Optimieren der Kundenerfahrung ein.

NPS 150
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Social Media Statistics for Australia (2019)

Genroe

No business can afford to ignore social media as part of its marketing mix. But, unless you are a global multinational, it is also impossible to effectively manage all of the social media networks that are on offer. To be most effective, organisations should look to be active in two or, at most, three networks. […]. The post Social Media Statistics for Australia (2019) appeared first on Genroe.

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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. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby: Self-service is all about empowering customers and giving them the ability to solve their own problems.

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Best Thematic Analysis Software: How It Works & Why You Need It

Thematic

You know you need to collect customer feedback. You send out surveys and read reviews. But once you have customer feedback in-hand, what do you do with it? How do you identify common themes in customer responses — and turn that into actionable business insights? You could spend long hours sorting through walls of text, creating spreadsheets of themes and sentiments , and manually coding each open-ended question.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How Will Artificial Intelligence Customize Your Business Services?

Oracle

Artificial intelligence is no longer on the sidelines of the business world, restricted to exploratory projects or in-house experiments affecting only a small aspect of operations. It’s now a force to be reckoned with, and it’s one that is increasingly powering customer experience solutions for companies across a wide range of industries.

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Make a Splash on CX Day

Heart of the Customer

CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking for ways to bring your customers to life for your employees – here’s a great opportunity. CX Day, sponsored by the CXPA, gives you the excuse to get in front […]. The post Make a Splash on CX Day appeared first on Heart of the Customer.

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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. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk.