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 278

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.

Survey 265

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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.

ROI 288

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

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.

NPS 405

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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.

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.

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.

How To 666

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.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

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.

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.

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.

Customer experience, whose business is it?

Lumoa

Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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.

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.

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!

Data 321

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.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

Vuzix to Debut ‘Blade’ Smartglasses at CES Next Week

QuestionPro Audience

Vuzix today announced they’ll be unveiling their latest smartglasses at this year’s CES in Las Vegas.

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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 Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.

Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer.

ROI 332

Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver.

How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.