Sat.Feb 17, 2018 - Fri.Feb 23, 2018

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Ridesharing: The Millennial Effect

QuestionPro Audience

Ridesharing services like Lyft and Uber are here to stay. According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. In fact, U.S ridesharing adoption jumped 15 points to 53% in 2017. This is in part due to the continued popularity among millennials, who make up 57% of all rideshare passengers. They have embraced ridesharing more than any other demographic, driving the growth in the ridesharing economy.

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Going the Extra Mile…or Not?

InMoment XI

A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still. View Article.

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5 Promises That Define B2B Customer Success

Experience Matters

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Why? Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value.

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4 Ways Customer Effort Score Can Help Improve the Customer Experience

GetFeedback

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

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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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Best Practices of Questionnaire Design

QuestionPro Audience

Conducting research studies are one thing, but conducting a survey that actually generates insightful data is another. A well-written survey can provide the client with invaluable customer insights. While survey methodology may seem intimidating to those who are unfamiliar with market research, it doesn’t have to be. QuestionPro Audience has compiled a list of 5 best practices to ensure you collect the best data from your research study.

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Do You Know Your Customer Journey Map & the Emotions Overlay?

C3Centricity

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters! Each year around Christmas time, my family get together for a weekend of fun somewhere in Britain.

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3 Routes to Enrichment Benchmarks

Centriam Customer Experience Lab

Improving customer experience increases customer lifetime value. In fact, it dramatically increases it, as research indicates that satisfied customers spend more than twice as much as unsatisfied customers. But how does one begin constructing a business case applying this fact?

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Blockchain: 4 Ways it Benefits Consumers

QuestionPro Audience

Blockchain, a digital record of all activity related to a product or service, is predicted to change retail in the same way online shopping did. The technology was originally designed for digital currency like bitcoin, and because of its effectiveness, found its way into other areas of the digital world. The beauty of blockchain is that it is shared and doesn’t sit in one database for hackers to access.

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A Day for the Worker

InMoment XI

What’s better than a weekend? A three-day weekend, of course! Thanks to the federal holidays that fall on a Monday, seven times a year the banks close, retailers put out special ads, and some businesses even shut their doors and give their employees the day off. President’s Day falls into that category. President’s Day was. View Article.

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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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Tech to the rescue: How Virtual Assistance can improve CX

CloudCherry

Technology has become decisive to shaping customer experiences. It has opened up infinite possibilities for brands to not just capture customer data, but also engage with customers in real-time, in a seamless manner. And Virtual Assistance is an important part of the technology wave. It adds a level of personalization to the customer experience and also improves the efficiency of addressing customer queries, issues and more.

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GDPR and NPS: What it Means for Customer Feedback

AskNicely

Note: This blog post is for educational purposes only, and is by no means to be considered legal advice. Please contact a legal professional for advice on how to navigate GDPR and NPS for your company, product, industry, and customers. May 25th, 2018… Does that date ring a bell? While you may think we’re urging you to celebrate rugby three-quarter back Matt Utai’s birthday, we’re actually talking about the day the General Data Protection Regulation (GDPR) goes into effect (a little less sp

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How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Customer Bliss

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. In an article recently featured in Retail Drive, “ Why Best Buy is Investing in Employees ,” Corinne Ruff shares how Best Buy’s determination to invest in its employees is driving growth and success for the company.

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A Day for the Worker

InMoment XI

What’s better than a weekend? A three-day weekend, of course! Thanks to the federal holidays that fall on a Monday, seven times a year the banks close, retailers put out special ads, and some businesses even shut their doors and give their employees the day off. President’s Day falls into that category. President’s Day was.

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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 Similar Is the Student Experience to Customer Experience?

CloudCherry

Go to a non-business department in any university and ask what they think of the idea that they are actually selling a product/service and should treat their students like a business treats their customers. In all likelihood, you’ll get a lot of horrified looks. The students will nod in agreement, but the faculty — especially those who are passionate about academia – will give you haughty glares and might just evict you from the premises.

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4 Ways Customer Effort Score Can Help Improve the Customer Experience

GetFeedback

When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.

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CX Journey™ Musings: Culture is More Than Hiring the Right People

CX Journey

Image courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate. It's a fact. Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying.

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Customer Experience Management: What Every CX Leader Should Know

IntouchInsight

Are you trying to lay the groundwork for a standout customer experience management (CEM) program? Is your organization looking to evolve its CX maturity ? Neither of these are easy corporate initiatives, but they are necessary for survival in the Age of the Customer.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Professional Speakers Have 3 Important CX Lessons for YOU!

Experience Investigators by 360Connext

What if the customer experience you had to deliver was all about YOU? What if the customer experience you delivered was a 20-minute speech? The National Speakers Association Winter Conference sought to be an experience, and to ask professional speakers how they can be an experience. Here are some ideas I believe anyone can apply to the experience connected to their personal brand. 1.

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4 Steps to Choosing the Right Survey Software

GetFeedback

Finding the right survey software can be challenging if you don't know where to start. Here's a 4 step guide to help you choose the right one.

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Has Apple Lost Touch With Its Customers?

Beyond Philosophy

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?

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The Power of a Smile

Horizon CX

You often hear of the positive power of a smile. A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing. My colleague and I were on our way to see a client and we decided to stop and get a coffee. The first coffee shop we came upon is a nationally well-known one, and especially here in New England—and even especially more in Quincy, MA.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Customer Centricity | Infographic

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. Save Save. Save Save. The post Customer Centricity | Infographic appeared first on Joseph Michelli.

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Redefining Convenience for the People of Africa: an Exclusive Interview with Mr. Joseph Kuvor, Customer Experience and Marketing Group Head, Zoona Transactions International

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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Delivering Great Service begins with a Spirit of Greatness!

Wired and Dangerous

Customers have changed! We know that customers’ expectations are higher than ever. Research we have reviewed suggests customer expectations have risen as much as 33% in a year! We also know that customers report they do not get great service very often; about 50% report they only get their expectations met sometimes, rarely or never! Consistently delivering innovative service that takes your customers’ breath away is the prescription for providing incredible care to your most important asset – y

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3 Ways to Turn Negative PR Into Positive PR

Win the Customer

Public relations disasters are many companies’ worst nightmares. Whether it’s a common mistake that leads to a temporary bad reputation or a bigger problem that affects the future of your business, negative PR can be hard to recover from. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Study: Advocate Marketing Helps Brands Get 17.5X More Reviews

Influitive

Today’s customers don’t trust ads. Instead, they turn to their inner circle of peers when they need recommendations on new products or services. Nielsen’s “Consumer Trust in Advertising” study shows that, ‘recommendations from people I know’ remains the most trusted form of brand discovery, and ‘consumer opinions posted online’ comes in at third most trusted.

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7 Hacks for Providing Good Customer Service

ProProfs Chat

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass helpful feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. As Damon Richards states: “ Your customer doesn’t care how much you know until they know how much you care ”.

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Guest Blog: 3 Key Principles for Customer Satisfaction

ShepHyken

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us.