August, 2018

Stat Testing for NPS Scores

MaritzCX

Applying statistical testing for NPS can be confusing. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. In this way, it will be easier to understand what’s going on with stat testing of NPS scores.

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Learn To Drive Customer Success With Live Chat

Kayako

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat.

The Fundamental Guide to the Contact Center RFP

BlueOcean

Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?)

4 Ways to Stop Being a Business of No

Steve DiGioia

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

More Trending

Who Are We Really Innovating For?

Smarter CX

Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for?

How Does a Plant Closure Help Customer Experience?

Heart of the Customer

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.

How Has CX Evolved and How Should it Impact Your Company’s Growth and Leadership?

Customer Bliss

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0,

Traditional RPA vs Customer Service RPA

Jacada

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

If Only Someone Had Told Me Sooner!

Michelli Experience

I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career?

The Impact of Email Branding When Gathering Insightful Data

MaritzCX

Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to.

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Customer Volcanoes

Wired and Dangerous

Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops. Volcanos usually offer a warning before “blowing their tops.” Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes.

The Power of Positivity

CX Chronicle

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

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

A #MakeMomProud Action Toolkit: 3 Steps to Earn Trust with “No Surprises” Language

Customer Bliss

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration.

Three Clever Ways to Know the Competition Better

C3Centricity

What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).”

Why RPA can be the Backbone for Front End Enterprise Digital Transformation

Jacada

Why RPA can be the Backbone for Front End Enterprise Digital Transformation.

Score Differences Between Studies

MaritzCX

MaritzCX clients often ask us “why are our scores on the same question different between these two studies?”

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eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

2 Ways Internal Client Experiences are key to External CXs

One Millimeter Mindset

What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk.

How Context Drives Great Customer Experience

CX Chronicle

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals.

My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability

Customer Bliss

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization.

CX Storytime Tale of The Anti-Social Socialite

The Upsell

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises.

How to Create an Exceptional Customer Experience

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

The Employee Experience: Tackling Work-Life Balance with Top Execs

Smarter CX

The SmarterCX team recently attended an Oracle Women’s Leadership (OWL) panel featuring co-authors Paula Brown Stafford and Lisa T. Grimes , who discussed their newly-published book, “Remember Who You Are: Achieve Success. Create Balance.

If Only Someone Had Told Me Sooner! {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.

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

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The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

4 Ways Building a ‘Customer Room’ Can Reshape Your Customer Experience

Customer Bliss

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience Metrics: 6 Ways to Measure Customer Support Success

Helpware

If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising.

How Robots Are Changing Retail

Smarter CX

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences.

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How well do you anticipate your customers’ future expectations?

Wired and Dangerous

Have you noticed that your customers have changed? Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty!

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.