Sat.Sep 01, 2018 - Fri.Sep 07, 2018

Using Your NPS Data to Build An Ideal Customer Persona (and then 10x your growth with personalization)

Promoter.io

I’m going to teach you a little trick — one you can use to impress your friends at dinner or your co-workers at your next meeting. What you’re going to do is draw four shapes on a piece of paper: A triangle, a circle, a square and a squiggly line. Don’t let your friends see [.].

NPS 281

Pursuing Your Brand Equity? Get the Big Picture Right

MaritzCX

What are you After? Brand equity is a bit of an elusive term in the CX and marketing research world. When asked what it is, you are likely to get a very different answer depending on who you ask. The guy from accounting is likely to give quite a differing opinion than the gal who coordinates.

Brands 211

Targeted Customer Winback: Tips and Tricks for Community Banking

Centriam Customer Experience Lab

As outlined in our Community Banking Customer Experience Blueprint , designing an action plan for customer follow-up is the third and final step to launch your customer experience initiative. This blog will discuss key considerations to achieving successful customer winbacks.

Three Keys to Effective Customer Journey Mapping

Michelli Experience

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Why the retail apocalypse is really a renaissance, and what your company can do about it

Vision Critical

The retail apocalypse may just have to wait.

Retail 232

The Definition of Predictive Analytics in 2019

CloudCherry

Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers.

More Trending

New Ways to Think About Contact Center Quality Monitoring

inContact

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT).

What Customers Want Today. (And How to Give It To Them!)

C3Centricity

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going.

How To 208

How to Create a Brand Identity Your Customers Are Most Interested In

CX Journey

Today I'm pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what your target audience cares about.

Brands 280

4 Steps to Launching a VoC Program

GetFeedback

Your customers are the lifeblood of your business. Everything you do, you do it for them (Bryan Adams style). Since customers are the ones who affect your bottom line and act as your brand advocates, think of the benefits of keeping them in the driver’s seat.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

How Customer Sentiment Analysis Can Boost Sales and Grow Your Business

CloudCherry

After browsing through your website, a customer initiates a chat with your support team. The agent answered their questions and clarified their concerns, so the customer should be happy and ready to buy. Hours later, you receive the customer’s feedback survey : a rating of 3 out of 5 stars, a recommendation of 4 out of 10, and a single line of feedback, “ The brand has what I need, but I’m dissatisfied with the check-out process. It takes 3-4 more clicks to purchase my items! ”.

CX Storytime Tale of A Dish Bear-ly Served Cold

The Upsell

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of….

Trends that Disrupted Customer Service in 2018

Omnicus

Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience

Trends 183

What Is Omnichannel, Anyway?

GetFeedback

These days, people engage with brands through a number of different avenues, especially digital channels like social media, emails, and live chat.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The ROI of a Strategic CX Foundation

MaritzCX

We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives. Sometimes this need is indirect, an implication from questions like, “How can I convince senior leadership to buy in to my CX roadmap?”

ROI 260

6 Lessons for Rolling Out a Digital Experience Platform (DXP)

iCiDIGITAL

Rolling out a digital experience platform (DXP) can be a daunting initiative for an enterprise. Done well, the challenge will be worth the investment of time and resources. A successful DXP rollout will reward marketing with a powerful platform to build compelling customer experiences that drive key conversions, and end customers will benefit from positive interactions with the brand.

Customer Experience Management starts with Effective Customer Data Analysis

iPerceptions

Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience

Connecting Employee Experience and Customer Experience

GetFeedback

Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

3 Tips for Senior Care Reputation Management and Employee Branding

ReviewTrackers

The use of senior care reputation management is crucial in the industry. More Baby Boomers are retiring and their children look online first to find the best care available.

Tips 158

Customer Health Solutions: Accurately Monitoring Your Customer Relationships

B2B Customer Service Blog - TeamSupport

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state.

What this round of capital means to CloudCherry

CloudCherry

18 months ago Utah was a place I might have struggled to pick out on the map. Everyone in Utah seemed to like starting CX companies but that was as much as I knew about the place. Yet, the wheels of fortune were turning and leading us to our eventual home in Salt Lake City. This round of capital is the result of a journey we started more than 18 months ago when we got our first real round of institutional capital and dreamt of building a global company.

Brands 150

What T-Mobile's New Strategy Gets Right about Customer Service

Help.com

Most people don’t have positive feelings about call centers. Industry research shows that 90% of customers don’t like talking to interactive voice menus , which is a nearly universal experience in corporate customer service.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

CX Myth #3: You Can’t Manage What You Don’t Measure

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 #3: You Can’t Manage What You Don’t Measure What’s Wrong: When people talk about CX, they often repeat a popular saying “you can’t manage what you don’t measure.” That’s just not true. Most of the things we manage in life don’t have a formal measurement.

NPS Surveys: Not Just For Customer Success Anymore

AskNicely

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Often marketing is the next department concerned with NPS. After all, aren’t they are the keepers of the company reputation?

NPS 195

Jeanne Bliss’ Daily Dose…of Reality: How to Present to Your Executive Team without “Calling Their Baby Ugly”

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Validate, Educate, and Activate the Customer Journey Map {Infographic}

Michelli Experience

Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

3 Ways Your Value Added Customer Experience Efforts are not Valued

One Millimeter Mindset

How are your best value added customer experience efforts sabotaged, both pre- and post-sale? What you do, when you are not actively selling, engineering, coding and serving, adds value to each customer’s experience of how it is to work with you.

Sports 114

10 customer service trends you need to know in 2018

UJET

Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times. Contact Center

Trends 110

Showcasing Advanced Customer Experience Leadership with Bob Buiaroski, SVP of CX at ManuLife

Customer Bliss

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide.

How To Measure Customer Emotions

Beyond Philosophy

How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on. Podcast

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.