INDUSTRY INSIGHTS YOUR PEERS ARE READING
Many people continue to confuse tactics with strategy. The difference is simple: Strategy refers to the direction of our business goal, and tactics are the actions. Campaigns and offers to clients, for example, are tactics. MORE
In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey. Leadership Uncategorized MORE
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. MORE
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. MORE
In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. Given our focus and expertise on journey mapping, I’m commonly asked to review these types of reports. MORE
Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself. MORE
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. MORE
The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. This year’s event features 37,000 attendees including 16,000 retailers representing 3,500 retail companies. MORE
Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. By Liron Marcus. A few months ago, my six year old son saw me working on my thesis and asked me what I was writing about. MORE
There are many customer service skills that employees must possess to contribute to the success of a company. Things such as friendly, proactive, going above-and-beyond all come to mind. MORE
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? MORE
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. MORE
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. MORE
In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good. MORE
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. MORE
Amplify , the new review widget suite from ReviewTrackers, displays all or a curated set of customer reviews on your website to increase conversions and boost your site’s SEO performance. MORE
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance. MORE
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). MORE
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. MORE
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! MORE
The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. MORE
Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality? MORE
My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing. MORE
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) MORE
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. MORE
The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. MORE
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. MORE
As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. MORE
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 MORE
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.
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).
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?
Kerry Bodine
JANUARY 11, 2019
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.)
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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.
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
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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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.
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.
Kayako
JANUARY 14, 2019
Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality?
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.
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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.
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!
Customer Bliss
JANUARY 10, 2019
As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up.
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.
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.
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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.
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.
inContact
JANUARY 15, 2019
The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked.
ReviewTrackers
JANUARY 15, 2019
Amplify , the new review widget suite from ReviewTrackers, displays all or a curated set of customer reviews on your website to increase conversions and boost your site’s SEO performance.
Astea
JANUARY 10, 2019
Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. By Liron Marcus. A few months ago, my six year old son saw me working on my thesis and asked me what I was writing about.
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
Kristina Evey
JANUARY 16, 2019
In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey. Leadership Uncategorized
Smarter CX
JANUARY 14, 2019
In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good.
Heart of the Customer
JANUARY 16, 2019
My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing.
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Save it? Give it to charity? Not a chance.
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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.
Michel Falcon Experience
JANUARY 10, 2019
There are many customer service skills that employees must possess to contribute to the success of a company. Things such as friendly, proactive, going above-and-beyond all come to mind.
Totango
JANUARY 15, 2019
The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention.
Smarter CX
JANUARY 15, 2019
The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. This year’s event features 37,000 attendees including 16,000 retailers representing 3,500 retail companies.
Heart of the Customer
JANUARY 10, 2019
In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. Given our focus and expertise on journey mapping, I’m commonly asked to review these types of reports.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Beyond Philosophy
JANUARY 15, 2019
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience.
Optimove
JANUARY 14, 2019
Many people continue to confuse tactics with strategy. The difference is simple: Strategy refers to the direction of our business goal, and tactics are the actions. Campaigns and offers to clients, for example, are tactics.
Retently
JANUARY 13, 2019
Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself.
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