Sat.Aug 04, 2018 - Fri.Aug 10, 2018

CSAT vs. NPS vs. CES: A Comprehensive Guide to Customer Service Metrics

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services? Are my customers willing to recommend my product or services to others?

2 Ways Internal Client Experiences are key to External CXs

One Millimeter Mindset

What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. With all the attention focused on acquiring and retaining customers, often the unsung heroes and heroines of this quest are located internally, within the organization.

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Who Are We Really Innovating For?

Oracle

Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for? To realize the promised rewards, innovation can no longer remain focused on simply generating more marginally successful solutions for market share gain, productivity improvements, or shareholder returns. Innovation must now focus on the customer.

How Context Drives Great Customer Experience

Horizon CX

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

CX Myth #1: The Customer Is Always Right

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.

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Top 5 Ways to Improve Your Net Promoter Score (NPS)

AskNicely

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”. Here are the top five ways to increase your NPS scores: 1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process.

4 Ways Building a ‘Customer Room’ Can Reshape Your Customer Experience

Customer Bliss

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

Learn To Drive Customer Success With Live Chat

Kayako

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Live chat can be used as a customer success tool through strategic outreach and engagement or as a customer support tool by providing a live channel for customers to connect with support teams. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it.

Pitfalls to VOC Success

InMoment XI

While it is not unusual for companies to implement programs that provide a method of gathering customer feedback, best practices dictate that these feedback programs should be part of an overall culture of not only listening to customers, but also following up and acting on feedback. One thing that is certain when you implement a. View Article. General

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

CXObsession PDX

AskNicely

This is the latest in an innovative series where we drop into customer-obsessed cities to invite exciting brands to come and share an intimate night of storytelling about how they build legendary customer experiences, culture, and customer advocacy into their brands. August 1, 2018 – Customer-obsessed companies in Portland, Oregon met for a unique program. Eight stories. Seven minutes each. Portland’s most customer-obsessed brands. Here’s what happened….

The Accidental Customer Experience

ijgolding

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words.

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CSAT vs. NPS vs. CES: A Guide to Customer Service Metrics

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services? Are my customers willing to recommend my product or services to others?

The Impact of Email Branding When Gathering Insightful Data

InMoment XI

Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to. View Article. General

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Why RPA can be the Backbone for Front End Enterprise Digital Transformation

Uniphore

Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience.

Journey Mapping From Coast To Coast

Kerry Bodine

Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston. Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in the concepts and methods of journey mapping and learn how to use these maps to drive action within your organization.

Customer Service Metrics Guide: CSAT vs. NPS vs. CES

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services? Are my customers willing to recommend my product or services to others?

Research For Your Next Campaign Is Not Optional

QuestionPro Audience

Did you know that you only get one shot at interviewing for an on-air position at ESPN? Applicants hold off on submitting their tape until they feel it is absolutely perfect. If you had one chance at succeeding at something, whether at work or in your personal life, why wouldn’t you collect all the data and facts to ensure the best possible outcome? We say this because there are many companies that still aren’t using market research.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

For A Beverage Company, The Answer To ‘How To Build Brand Reputation’ Is Better Customer Service

Magellan Solutions

“We live in a world where your online reputation can be your strongest asset or your biggest liability,” a Forbes article stated. This is true as information is just a click away. Anybody can access the internet and write anything about you and your business. Now, the ultimate question is this: how to build brand reputation ? Brand reputation is pretty self-explanatory. It is how customers see your company, whether it is in the positive or negative light.

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CX Storytime Tale of The Anti-Social Socialite

Russel Lolacher

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, The post CX Storytime Tale of The Anti-Social Socialite appeared first on The Upsell.

If Only Someone Had Told Me Sooner!

Michelli Experience

I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? Realizing I had been there earlier in his career, I wanted to know what I should have said to him to make his success even greater, so I listened to his answer intently.

Big Idea Marketing Trends that can Transform Your Brand

QuestionPro Audience

Marketing trends come and go, sometimes as swiftly (and pitilessly) as the evening tide. Experts croon about them at the beginning of a year, and in the middle of the same year bloggers cheerfully take joy on those that fail to catch fire. It’s just not easy to catch the right trend wave. Should your company jump on the Instagram advertising bandwagon and what happened to Snapchat as the next big thing? Maybe virtual reality is not blowing up, but can’t we trust augmented reality?

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start?

How to Drive Conversions with Pre-Sales Surveys

GetFeedback

By asking personalized qualifying questions throughout the buyer journey, you can enhance your data and convert more leads. See how pre-sales surveys work. Articles

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The Three Pillars of Customer Experience Management

CloudCherry

Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. We’re still surveying customers the same way we were in the 90s, still battling siloed data and processes, and still relying on guesswork or bureaucratic reports to choose potential initiatives.

My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability

Customer Bliss

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. It was a great discussion where they laid out the details of why they established the room, it’s value, and how it’s used. If you check out the post , you can see a breakdown of how they did it.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!