2019

Actionable Insights: What they are, why they’re important, and how to get them

Lumoa

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS

Ask NPS Questions Using a Storytelling Approach

GetFeedback

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling.

NPS 323

The What. The So What. The Now What. From Customer Experience Data to Outcomes.

IntouchInsight

CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes

Data 329

NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program

Kerry Bodine

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline.

NPS 321

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Techniques to Improve the Survey Experience on Mobile Devices

MaritzCX

The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now.

Survey 415

More Trending

3 Downloadable Resources to Help You Earn Customer-Driven Growth

Customer Bliss

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?

Modern Leading Morale Steps to Lead Great Customer Service Performance

Kayako

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness?

Ten Reasons Why You Should NOT Conduct Market Research

C3Centricity

If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1.

My History Of Enterprise Transformation And XM

Experience Matters

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM.

Video 251

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

3 Ways to Serve a Customer Even When We’re Not at Our Best

Steve DiGioia

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did?

3 Tips On How To Measure Customer Experience

Lumoa

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

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.

The Customer Experience You Didn't Know About

IntouchInsight

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey

Kerry Bodine

The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies.

One Giant Leap is Necessary to Improve Your CX

MaritzCX

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

Quick, how many services or memberships do you subscribe to? Twenty?

Looking Ahead: the State of Customer Experience

Customer Bliss

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

7 Customer Experience Questions with Shep Hyken

Kayako

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Is Packaging Part of Product or Promotion? Should it be Both?

C3Centricity

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life?

Service NSW Tops My Worldwide XM Tour

Experience Matters

I’m on my way back from Australia; the end to a very long, but wonderful road trip.

5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department.

Tools 344

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

15 Net Promoter Score statistics you need to know in 2019

Lumoa

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

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

Humanizing the Customer Experience

IntouchInsight

In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.