Sat.Aug 18, 2018 - Fri.Aug 24, 2018

When is Customer Feedback a Really Bad Idea?

Confirmit

The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of denial and avoidance over for a few days.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express.

3 Ways to improve Your Customer Retention Scorecard

One Millimeter Mindset

Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two.

Recreating That Airport Experience

Vocalabs

Recreating That Airport Experience. Peter Leppik. Thu, 2018-08-23 11:32. Customer Experience. This past weekend I went to the movies on a date night with my wife. We went to the AMC megaplex to see Crazy Rich Asians. Normally we go to a smaller (and cheaper) theater that's a lot closer to home, but we had been given some AMC passes so we made the drive.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Who should be using CXM Software in a Chain Store?

ServiceDock

One of the most common problems that leads to poorly performing Customer Experience (CX) programs is a failure to engage staff at all levels of the organisation. Customer Feedback Closing the Feedback Loop CX Surveys Customer Experience Voice of Customer

The Six Laws Of Customer Experience (Video)

Experience Matters

This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. You can download the free eBook and see our infographic.

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More Trending

Slaying Algorithmic Aversion: If Co-Workers Resist Your Algorithms, How Will You Improve Customer Experience?

Centriam Customer Experience Lab

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.

Report 195

Legendary Tales of Customer Experience – The Karma Department

AskNicely

This is the next in an ongoing series of stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. Does your business serve up legendary customer experiences? Contact AskNicely us. We’d love to share your story.

The Power of Positivity

MaritzCX

My good colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks as the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

These 3 Reasons Explain Why Omnichannel Sucks

Omnicus

Here’s why your omni-efforts are failing your business. Customer Experience

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries.

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You Need to Know the TRUTH About Customer Empathy!

360Connext

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions.

5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system?

Psssssst! The Buzz Around Interactions 2019 has Already Begun

inContact

How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. Even more hot topics and incredible speakers.

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.

4 Customer Retention Strategies To Help Online Businesses Boost Loyalty

Kayako

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Getting it right can be a game-changer for businesses large and small.

4 Rules for Responding to Customer Feedback

GetFeedback

Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so.

The Unspoken Addiction: Adult Screen Time

QuestionPro Audience

Teens and parents have finally found something they agree on: screen time usage. In a recent report, Pew Research found that 54% of U.S. teens say they spend too much time on their cellphones, and two-thirds of parents express concern over their teen’s screen time. This is not new news.

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3 Customer Feedback Hacks For a Stronger Loyalty Program

AskNicely

How many customer loyalty programs do you belong to? I’m not even sure I know. That’s not good news for those brands I’m signed up with, is it? They say the average person participates in 6.4 customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year.

Your Complete Customer Engagement Handbook

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

Using Predictive Analytics to Smooth the Customer Journey

CloudCherry

In the contact center, the queue is king. We get our data from tags in the queue to learn insights. We get our happiness rankings from surveys sent out after our customer interactions in the queue. We get metrics from the actions that we take in the queue. But, shouldn’t we start to move on? As customers become more and more savvy, and our products become more technical and nuanced, shouldn’t we, too, be trying to level up our game and dethrone the king?

Retail Auto: Client Loyalty is not Dead, But Client Follow-Up is!

MaritzCX

You’ll never see a dealership Google image that isn’t like the one above—a smiling couple, seemingly happy with their experience of buying a vehicle. But are car buyers really that happy with the sales experience they receive, or happy to have it behind them?

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11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express.

This is What Exceptional Customer Service Looks Like In 2018

Comm100

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Are You Getting the Most Value from Your Data?

iCiDIGITAL

You may remember the BASF commercials back in the 80’s and 90’s that always included the tagline “ We don’t make the products you buy, we make the products you buy better. That line always stood out to me and I recently realized why. That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences.

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Aiming Before You Fire – Patiently Seeking Input to Guide Service Design

Michelli Experience

Recently I wrote a blog in which I offered my definition of experience design.

Do you regularly view the customer journey from their point of view?

Wired and Dangerous

A man lived right by the railroad track. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through.

Addressing metrics gaps between bot-led and human-led service

Comm100

The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John DiJulius Follow @JohnDiJulius. John R.

10 Ways to Create an Unforgettable Customer Experience

Smarter CX

We know today’s customers are more demanding than ever. They know what a good customer experience is, and they expect it from everyone they do business with.

Tips 113

Are You Missing Out On The Messaging Trend For Customer Service? (& Is It Really Better Than Live Chat?) - Frank Reactions

Tema Frank

The post Are You Missing Out On The Messaging Trend For Customer Service? (& Is It Really Better Than Live Chat?) appeared first on Frank Reactions. Customer Service / Customer Experience Frank Reactions Podcast Social Media Technology

Trends 105

Addressing metrics gaps between bot-led and human-led service

Comm100

The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.