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 [.]. The post Using Your NPS Data to Build An Ideal Customer Persona (and then 10x your growth with personalization) appeared first on Promoter.io General

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Use This Checklist to Create the Perfect Customer Survey

GetFeedback

Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. We know how painful this process can be, which is why we’ve created a pre-survey checklist to put your nerves at ease and help you launch the perfect customer survey. Creating your customer survey.

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Customer Centricity: 10 strategies to implement in 2019

Lumoa

Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation. RSS generated with FetchRss

Uncovering the “why” delivers higher research ROI for CX leaders

Vision Critical

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. But we should do this instead of worrying about a good NPS score. What should we do? I’ll get to that in a moment but first, some background.

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More Trending

3 Business Reasons to Care About CX

Smarter CX

My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. One day not long ago, Claudia asked me if I’d make her a bowl of ice cream. I was in the middle of something but said yes anyway—and made it in a rush. When I handed Claudia the ice cream, her enthusiastic thank-you and broad smile quickly dissolved into disappointment. “What happened to the whipped cream and sprinkles?”

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve? Creating and sustaining a customer-centric culture was the subject of a recent podcast.

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

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Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

Millennial Generation Customer Service – The Ultimate Guide

TechSee

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.

CX Institute Fills Customer-Centric Transformation Gap

Experience Matters

For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. We are increasingly helping them train and motivate a broader group of employees. This evolution makes sense.

How to Improve Customer Experience: A Step by Step Guide

Lumoa

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How to Use Customer Insight to Drive Business Growth

Vision Critical

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky. At the same time, there are several strategies you can follow to grow your business, even when disruption abounds. But before you can grow, you need to keep a pulse on your customers.

How to Understand and Engage the Outliers in Your Organization

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. The following is a lightly edited transcript of the video below. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?”

The importance of customer culture – an interview with Chris Brown

ijgolding

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

You’ve Got Data? Well Don’t Start There!

C3Centricity

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision. Is this your case?

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The Customer Journey DOES NOT EQUAL The Customer Lifecycle

Kerry Bodine

When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We We were going to do the whole lifecycle,” he told me. “We We want to map from the awareness phase all the way through retention and loyalty.”. That boil-the-ocean approach is common, but problematic.

What My Blind Husband Taught Me about Preparation and Resilience – And How It Can Enhance Your Company

MaritzCX

We've Moved! Update your Reader Now. This feed has moved to: [link] If you haven't already done so, update your reader now with this changed subscription address to get your latest updates from us. link]. Reader Submission blindness

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

NICE inContact

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

Employees Want To Make A Positive Impact

Experience Matters

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […]. Customer experience Employee Engagement

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.