Keatext

DECEMBER 11, 2018

The post The high cost of customer disengagement appeared first on Keatext. Customer Experience disengagement marketing

Customers 65

Customers Customer Experience Marketing 65

Smarter CX

DECEMBER 12, 2018

Today’s customer journeys span multiple touchpoints. That’s why business unit integration is such a popular topic of interest: marketing, product development, IT, CX, and engineering must all collaborate to deliver compelling experiences.

Touchpoint 78

Touchpoint Customer Confidence Customer Journeys Brands 78

Ann Michaels and Associates

DECEMBER 12, 2018

In today’s digital world, people are spending more time online as screens become larger, web connections faster, and more people own smartphones. With so many online businesses vying for a customer’s attention, brands need to focus more than ever on making meaningful connections to stand out.

Apparel 65

Apparel Multi-Channel Sports Retail 65

MaritzCX

DECEMBER 11, 2018

This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX.

Survey 317

Survey Consulting Automotive Customer Experience 317

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GetFeedback

DECEMBER 10, 2018

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ?

NPS 195

NPS Net Promoter Score Roadmap Survey 195

Experience Matters

DECEMBER 10, 2018

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.

Study 193

Study Connections Consumers Employee Engagement 193

MaritzCX

DECEMBER 13, 2018

Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a research question usually yields more impactful results than employing a narrow and focused approach.

Data 260

Data Course B2B 260

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. And a study by Temkin Group concluded that loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

NPS 163

NPS Net Promoter Score Survey Effort Score 163

Wired and Dangerous

DECEMBER 10, 2018

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions.

Airlines 155

Airlines Customer Expectations Training Management 155

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft.

Chief Customer Officer 130

Chief Customer Officer Competitive Advantage Culture Meeting 130

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TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years.

Call Center 137

Call Center Strategy ROI How To 137

Kristina Evey

DECEMBER 12, 2018

Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read More Episode 27 – Does Your Culture Empower Great Customer Experiences? The post Episode 27 – Does Your Culture Empower Great Customer Experiences? appeared first on Kristina Evey. Shownotes #27… Does Your Culture Enable and Empower the CX? . Culture – it’s simply the way things are done within your organization.

Culture 131

Culture Guidelines Leadership Customer Experience 131

inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world.

omnichannel 130

omnichannel Call Center Survey Consumers 130

Brand Watch

DECEMBER 13, 2018

114

114

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Beyond Philosophy

DECEMBER 10, 2018

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

Social Media 106

Social Media Survey Hospitality Airlines 106

Kristina Evey

DECEMBER 11, 2018

Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read More Episode 25 – Customer Experience Needs a Seat at the Table. The post Episode 25 – Customer Experience Needs a Seat at the Table appeared first on Kristina Evey. Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we do. We provide a product or service to our customers.

Customer Experience 131

Customer Experience Sales Strategy Examples 131

inContact

DECEMBER 10, 2018

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Virtual Agent 115

Virtual Agent Contact Center Resources Training 115

Heart of the Customer

DECEMBER 11, 2018

“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs.

Resources 91

Resources Tips Customer Journeys Customer Centricity 91

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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Contact Center

Beyond Philosophy

DECEMBER 14, 2018

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes.

Return on Investment 83

Return on Investment Resources Survey Industry 83

Kristina Evey

DECEMBER 11, 2018

Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how … Read More Episode 26 – Start with the Customer Experience End in Mind. The post Episode 26 – Start with the Customer Experience End in Mind appeared first on Kristina Evey. Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how to start their Customer Experience Transformation. Just start. Don’t get overwhelmed.

Data 131

Data Customer Retention Sales Customer Experience 131

inContact

DECEMBER 12, 2018

Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. . Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle. . Promote consistency.

Call Center 100

Call Center Net Promoter Score How To NPS 100

NewVoiceMedia

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. They can bode ill for future financial results and even directly threaten your livelihood. The problem is unlikely to be the survey design (though that’s possible). More likely, the problem is that you really need to improve! Yet, in the face of poor scores, what happens at many organizations is denial and rationalization.

Guidelines 120

Guidelines Survey Customer Experience Comparison 120

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Amity

DECEMBER 12, 2018

The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be.

Management 83

Management Customer Experience Customer Success Communication 83

datastax

DECEMBER 12, 2018

The DSE OpsCenter Backup Service provides the flexibility and peace of mind to create, schedule, and manage backups and restores across all registered DataStax Enterprise (DSE) clusters with different backup destinations.

Data 82

Data Feedback Management 82

inContact

DECEMBER 11, 2018

Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips for improving contact center etiquette: . Serve with a smile. My favorite customer service best practice? Service with a smile!

Contact Center 100

Contact Center Tips Knowledge Base Customer Service 100

Smarter CX

DECEMBER 10, 2018

Holiday shipping is a make-it or break-it aspect of the online shopping experience. The National Retail Federation estimates that 2018 holiday retail sales will increase by as much as 4.1%, and Digital Commerce 360 predicts online shopping will climb 15.5% over last year.

Trends 85

Trends Retail Innovation Brands 85

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ReviewTrackers

DECEMBER 10, 2018

Everyone knows that having rave reviews helps your business stand out on review sites like Google, Facebook, and Yelp, but embedding reviews on your own site can also improve SEO performance and increase conversion rates.

How To 84

How To Data Tools Study 84

Astea

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc.,

Management 83

Management Wireless Company Technology 83

inContact

DECEMBER 10, 2018

There are many reasons why starting a call center makes good business sense. But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center. . You don’t need to be a rocket scientist. As you begin your exploration you may encounter unfamiliar terms like “first call resolution” ACD, Erlang calculations, VoIP, PSTN, etc. The technology can seem daunting.

Call Center 100

Call Center omnichannel System Tools 100

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. This post originally appeared on her site on November 21, 2018.

Tips 104

Tips Customer Insights Insurance Exercises 104

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