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The True Cost of Losing a Customer
BlueOcean
JANUARY 8, 2019
One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.
2019
3 Downloadable Resources to Help You Earn Customer-Driven Growth
Customer Bliss
JANUARY 11, 2019
Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother?
Live Chat Customer Service: Top 5 Challenges
GetFeedback
JANUARY 7, 2019
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.
15 Net Promoter Score statistics you need to know in 2019
Lumoa
JANUARY 13, 2019
Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019! RSS generated with FetchRss
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
The Inextricable Link Between CX & EX
Experience Matters
JANUARY 7, 2019
If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” ” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!
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A Single Customer Experience Prediction for 2019
Vision Critical
JANUARY 7, 2019
In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level.
Perspectives from a Danish CX Practitioner
MaritzCX
JANUARY 15, 2019
British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value).
Why Are You Hating on Your Customer So Much?
Steve DiGioia
JANUARY 7, 2019
My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I I can’t take these people, I hate customers!”.
Be the Customer Experience Disrupter
Kristina Evey
JANUARY 17, 2019
Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey. Customer Experience Management Leadership Uncategorized
Artificial Intelligence and the Customer Experience
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There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
4 Steps to Improve Your Franchise's Customer Experience
IntouchInsight
JANUARY 17, 2019
Learn how to improve customer experience at your franchise with four useful steps
The lost suitcase – the sad reality of customer experience evolution
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.
Do You Lead Your Organization With Clarity of Purpose?
Customer Bliss
JANUARY 15, 2019
In my 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.
5 Survey Tips for Getting Better Customer Data
GetFeedback
JANUARY 16, 2019
Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong.
The Health of the Contact Center: Are You Ready for 2019?
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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.
3 Tips On How To Measure Customer Experience
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics! Feed generated with FetchRSS
Can Your Customers Sense Trust in Their Journey with You?
Wired and Dangerous
JANUARY 14, 2019
For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and are the keys to building LOYALTY which drives ADVOCACY and GROWTH!
2 Key Differences in B2B Journey Maps
Kerry Bodine
JANUARY 12, 2019
In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences.
Best Intercom Alternatives in 2019
Kayako
JANUARY 14, 2019
Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality?
How to Optimize CX Through the Voice of the Customer
Speaker: Faith Adams, Analyst at Forrester
Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data
3 Ways You Can Improve CX This Year, By Focusing on Yourself
MaritzCX
JANUARY 2, 2019
Last New Year’s, I wrote a blog post entitled, “All Your Customers Want for the New Year is a Good Customer Experience”. In the post, I retold my experience trying out Amazon Prime for the first time as well as a terrible experience with a website theme company. My main point was that you shouldn’t.
Customer Experience Metrics: Understanding CSAT, CES, NPS, and 5-Star
AskNicely
JANUARY 10, 2019
In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Three Reasons Customer Experience Must be Top-of-Mind. More Retention.
Is CX Dying? 7 Ways to Save Customer Experience at Your Organization
Beyond Philosophy
JANUARY 2, 2019
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.
Episode 34 – Understand Customer Experience First to Disrupt for CX Changes
Kristina Evey
JANUARY 15, 2019
Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. The post Episode 34 – Understand Customer Experience First to Disrupt for CX Changes appeared first on Kristina Evey. Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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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.
Anyway You Say It, Happy New Year!
Experience Matters
JANUARY 1, 2019
Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, ?????? ?????, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, ??????? ???? ??????, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, š?astný
Deliver Education and Be Transparent with Customers
Customer Bliss
JANUARY 3, 2019
In my 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.
When and How to Develop Customer Service Material
GetFeedback
JANUARY 14, 2019
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.
5 trends in B2B customer experience management
Lumoa
JANUARY 8, 2019
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss
How Retailers Can Drive CX Excellence Through Store-Level Execution
Speaker: Jere Matthews, VP, Operations at Rutter's
Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.
Are Your Departments Partnering to Deliver Great Service?
Wired and Dangerous
JANUARY 9, 2019
Copyright: floralset / 123RF Stock Photo. Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience.
Automate Contact Center Outbound Calls and Texts for Positive ROI
inContact
JANUARY 16, 2019
For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.
How to Set Up a 24-Hour Support Operation Your Customers Will Love
Kayako
JANUARY 10, 2019
As your business and customer base grow, there’s a question every support leader has to answer: Do we need to expand our support operation? When you serve more customers, the demands on your support team grow. But that’s not all—those demands fundamentally change , too.
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