CX Accelerator

DECEMBER 10, 2019

I wiped away the tears and proceeded into the store to buy groceries for the grill-out we were hosting the next day. And this definitely isn’t happy. We can talk all day about how to prioritize and tackle your career ambitions, how to organize your to-do list, knock out those action items. Journey To Happy .

Course 182

Course Exercises Travel Measurement 182

Experience Investigators by 360Connext

FEBRUARY 9, 2021

C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CloudCherry

FEBRUARY 20, 2019

CX platforms are being acquired for billions of dollars. We’re no longer in the days of archaic survey collection tools and long, expensive strategy analysis. Today’s platforms (and CX teams) need to advance their capabilities to compete. CX teams have a big opportunity to connect with customers here. It’s not real time

Strategy 273

Strategy CEM Analysis Self Service 273

Vonage

MAY 13, 2019

And just like in December of 2019, we brought together a group of thought leaders to exchange ideas over a breakfast about customer service in the context of inherently connected and demanding customers. And the phrase you leave with, “Have a magical day”, actually makes sense. How many levels of IVRs did you have to navigate?

Omni-Channel 210

Omni-Channel Policies Communication Employee Engagement 210

ijgolding

JANUARY 14, 2019

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

ShepHyken

DECEMBER 31, 2018

19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. 2019 AI Outlook: Is Customer Service The New Marketing? Forbes) In 2019, I believe we’re going to see AI continue to grow and in a big way.

Customer Service 95

Customer Service Touchpoint Customer Centricity Customer Service Training 95

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! When people do have to be late for legitimate reasons, people are happy to serve that person and help to cover because of the mutual respect and the fact that no one abuses it.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ShepHyken

DECEMBER 10, 2018

But not all customer experience (CX) strategies are created equal. My Comment: The Forbes Communication Council has put together a list of 14 strategies that use CX to build a brand. Phrases like “thank you” and “happy to help” seem like common sense, but every day I get messages on Facebook, Twitter, etc.

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 91

Doing CX Right

SEPTEMBER 13, 2020

Celebrate CX Day To Enhance Your Company Culture. CX Day, spearheaded by the CXPA organization is a real day. CX Day, typically celebrated in October each year, is a terrific way to drive awareness about the importance of customer experience and thank employees for their dedication to delighting customers.

Social Media 72

Social Media Culture Customer Journeys Customer Centricity 72

Kristina Evey

JULY 5, 2018

Focus on CX to Grow Profits. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kristina Evey

JULY 5, 2018

Focus on CX to Grow Profits. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

ShepHyken

OCTOBER 18, 2021

My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable. This article looks at three ways COVID-190 changed CX, as the title suggests, forever.

Customer Service 82

Customer Service Airlines Feedback Social Media 82

Experience Investigators by 360Connext

OCTOBER 22, 2019

What Does the Future of CX Look Like? If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. It’s crystal ball time!

Trends 169

Trends Customer Experience Chatbots Innovation 169

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. These skills are the key to making your customers happy and winning their long-term loyalty, so the skills have to be mastered by every employee who is in touch with your customers throughout their buying journey, not just the “customer success” team. (I wrote a book on it!)

Customer Service 106

Customer Service Competitive Advantage Trends Culture 106

Kustomer

AUGUST 12, 2022

And with the surge in to-go and delivery orders via digital platforms, restaurant brands were forced to transform to meet the demand and keep their customers happy. The urgent shift revealed which brands made long-term investments in digital customer experience (CX) and those still struggling to keep up. Mystery Shop Methodology.

Customer Experience 98

Customer Experience Effort Score Loyalty Customer Journeys 98

TechSee

MAY 21, 2019

Happy people whistle. Emotional language is limited – is there a material difference between being happy and elated, frustrated and dissatisfied, or surprised and confused? CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. Angry drivers crash cars.

Analytics 137

Analytics Innovation Customer Experience Analysis 137

Doing CX Right

SEPTEMBER 13, 2020

Celebrate CX Day To Enhance Your Company Culture. CX Day, spearheaded by the CXPA organization is a real day. CX Day, typically celebrated in October each year, is a terrific way to drive awareness about the importance of customer experience and thank employees for their dedication to delighting customers.

Social Media 52

Social Media Culture Customer Journeys Customer Centricity 52

ShepHyken

SEPTEMBER 27, 2019

It was the Thursday before Memorial Day 2019. It also doubles as a guide that will illustrate how you can forge a lifelong relationship with your customers by creating a customer experience (CX) they’ll never forget. Your customer’s dilemma is your opportunity to be a CX superhero. They were leaving in two days.

Customer Experience 112

Customer Experience Loyalty Engagement Customers 112

TechSee

JUNE 4, 2019

Contact Center Pipeline , the magazine for contact center professionals, reports that the number one challenge for contact centers in 2019 is the lack of suitable desktop tools, especially for CRM and collaboration. We all learn best through practice – not theory. It’s what they call the “crowdsourcing of expertise.” Whisper coaching.

Call Center 117

Call Center Training Technology Gamification 117

Eptica

DECEMBER 18, 2019

Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. Even if on the day itself some children aren’t as grateful as they probably should be! Share this page on: Tweet.

Customer Service 63

Customer Service Self Service Effort Score Consumers 63

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Good service builds trust, which in turn creates happy, loyal customers who spend more and stay longer with a brand.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media.

Automotive 73

Automotive Social Media Contact Center ROI 73

ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Customer Journeys 103

Customer Journeys Customer Service Employee Engagement Exercises 103

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. They want brands to be always-on We live in a 24x7 world, with all of us carrying smartphones that we check and use hundreds of times every day. How CX is central to Digital Transformation.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

Eptica

OCTOBER 16, 2019

Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. Published on: October 16, 2019. 360,000 people are due refunds on holidays booked with the company – 60,000 submitted claims on the first day of the refund website going live. Share this page on: Tweet.

Travel 56

Travel Airlines Hotels Social Media 56

Think Customers

JULY 20, 2020

This glimpse at the early days of COVID-19’s reach helps paint a vital picture on how uncertainty can affect customer experience. Brands that invest in CX are winning. Brands also saw a slight increase in CX satisfaction this year. Feelings of happiness and value connect customers to a brand. Banks (direct): USAA (78.6)

Report 52

Report Banking Airlines Hotels 52

Eptica

AUGUST 21, 2019

Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites.

Meeting 66

Meeting Advertising Consumers Comparison 66

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

Report 68

Report Self Service Average Handle Time Contact Center 68

Beyond Philosophy

MAY 9, 2019

The Next Level of CX Requires More Sophistication and Specifics. In my hospital example, more time spent staring at the computer screen saying, “Uh-huh, uh-huh,” won’t make the patient happy. I was in a dentist’s chair the other day having a tooth drilled. 23 April 2019. < Sources: Chemi, Eric. www.cnbc.com.

Net Promoter Score 151

Net Promoter Score Hospitality System Consulting 151

Beyond Philosophy

JULY 16, 2019

Choice Architecture is part of many of the decisions you make each day, as well as some you only make once in a lifetime. Nobel Prize winner Richard Thaler’s and Cass Sunstein’s book Nudge: Improving Decisions About Health, Wealth, and Happiness detailed another example regarding organ donation. 9 July 2019. < In the U.S.,

Insurance 126

Insurance Customer Journeys Comparison Consulting 126

Beyond Philosophy

JANUARY 28, 2019

5 CX Concepts to Stay Ahead of the Competition. Focus on the ROI of CX improvement. If you have low results for your CX efforts, or worse, no record of your results, you will not be a resource that is paying off. A renewed focus on the ROI of your efforts is vital to the longevity of your CX program.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How will increased happiness from customers drive bottom-line results? Her mission is: To Create Fewer Ruined Days for Customers.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Team HGS

JUNE 12, 2019

In my nearly 15 years on the front lines of CX delivery, I've seen the dramatic change in customer expectations firsthand. Companies with happy employees also see 81% higher customer satisfaction. . One small win leads to a conditioning to keep performing throughout the day. That means coaching in a positive way the entire day.

Engagement 40

Engagement Employee Engagement ROI Retail 40

Qualtrics

MARCH 14, 2019

X4 2019 saw over 10,000 of the world’s Experience Management leaders gather in Salt Lake City for the biggest XM event ever seen. Here’s everything you need to know about the latest CX innovations from X4 Summit 2019: World-class customer experience in the palm of your hand. Break down CX silos with Smart Routing.

Innovation 46

Innovation Customer Experience B2B B2C 46

Kustomer

MAY 21, 2019

The date was Thursday January 24, 2019 that TechCrunch alerted me to the article: Kustomer nabs $35M to take on Zendesk and Salesforce with its Slack like approach to CRM. I reached out to Vikas Bhambri, SVP of Sales and CX and asked for a meeting. Within a day or so, I was put into the hiring queue. Why I joined Kustomer.

Meeting 40

Meeting Omni-Channel Culture CRM 40

TechSee

JUNE 25, 2019

Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. For example, if someone is smiling and nodding their head, they are probably happy, whereas if someone’s eyes are wide and mouth is hanging open, they are probably shocked.

Technology 122

Technology Customer Service Contact Center Gamification 122