INDUSTRY INSIGHTS YOUR PEERS ARE READING
You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership MORE
Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value. MORE
Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I I say more) More or less demanding employees? (I I say more) More or less access to data and analytics? (I I say more) More or less time to respond to changes? (I MORE
Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read More Episode 42 – Creating a Successful CX Strategy. The post Episode 42 – Creating a Successful CX Strategy appeared first on Kristina Evey. Leadership Podcasting Strategy MORE
At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts. MORE
If you’ve been blogging for a while, sooner or later you might reach a point where you become unsure about your content’s relevance. Perhaps, you’re becoming concerned about your readers’ interaction with your site, or about not getting ample traffic. MORE
“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This is the challenge that every CX leader needs to overcome. In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics. MORE
Customers have changed! 79% of customers say they want brands to demonstrate that they care before they will consider a purchase! Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. MORE
At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts. MORE
Visit Astea’s Asia-Pacific team at Total Facilities 2019 where industry professionals showcase leading innovation and thinking for driving efficiency and productivity through world-class FM. MORE
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. MORE
Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience. MORE
Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices. MORE
Introduction. While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. MORE
Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. MORE
Customer experience is growing steadily as a top priority in the banking industry. Computer Services surveyed more than 160 bank executives in 2017 and 55 percent of that group said they planned to put more money into “customer experience initiatives.” MORE
On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value. MORE
At GetFeedback, we know email is a powerful survey distribution channel. In fact, 72% of people prefer to receive promotional content to their inbox over any other channel. But we also know that when it comes to email solutions, each company has a different approach and one size doesn’t fit all. MORE
Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. MORE
Is your brand being properly represented at the front line? How do you know? Hear the answers to these questions and more! MORE
Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings. Feed generated with FetchRSS MORE
This blog covers 8 trade show tricks for improving attendee engagement, and turning attendees into qualified leads MORE
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When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting. MORE
GetFeedback
MARCH 18, 2019
When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.
Kayako
MARCH 18, 2019
Introduction. While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day.
Centriam Customer Experience Lab
MARCH 12, 2019
Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.
MaritzCX
MARCH 15, 2019
Is your brand being properly represented at the front line? How do you know? Hear the answers to these questions and more!
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
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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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GetFeedback
MARCH 15, 2019
At GetFeedback, we know email is a powerful survey distribution channel. In fact, 72% of people prefer to receive promotional content to their inbox over any other channel. But we also know that when it comes to email solutions, each company has a different approach and one size doesn’t fit all.
Wired and Dangerous
MARCH 18, 2019
Customers have changed! 79% of customers say they want brands to demonstrate that they care before they will consider a purchase! Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.
Customer Bliss
MARCH 15, 2019
Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices.
CloudCherry
MARCH 14, 2019
At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts.
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Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
Experience Matters
MARCH 13, 2019
Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I I say more) More or less demanding employees? (I I say more) More or less access to data and analytics? (I I say more) More or less time to respond to changes? (I
Lumoa
MARCH 12, 2019
Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings. Feed generated with FetchRSS
IntouchInsight
MARCH 15, 2019
This blog covers 8 trade show tricks for improving attendee engagement, and turning attendees into qualified leads
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After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.
CloudCherry
MARCH 19, 2019
“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This is the challenge that every CX leader needs to overcome. In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics.
Kristina Evey
MARCH 13, 2019
You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership
TechSee
MARCH 12, 2019
Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.
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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.
inContact
MARCH 14, 2019
Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.
CloudCherry
MARCH 14, 2019
On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.
Kristina Evey
MARCH 13, 2019
Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read More Episode 42 – Creating a Successful CX Strategy. The post Episode 42 – Creating a Successful CX Strategy appeared first on Kristina Evey. Leadership Podcasting Strategy
Brand Watch
MARCH 12, 2019
Interview
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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.
Retently
MARCH 18, 2019
Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers.
ReviewTrackers
MARCH 15, 2019
Customer experience is growing steadily as a top priority in the banking industry. Computer Services surveyed more than 160 bank executives in 2017 and 55 percent of that group said they planned to put more money into “customer experience initiatives.”
Astea
MARCH 18, 2019
Visit Astea’s Asia-Pacific team at Total Facilities 2019 where industry professionals showcase leading innovation and thinking for driving efficiency and productivity through world-class FM.
Survicate
MARCH 13, 2019
If you’ve been blogging for a while, sooner or later you might reach a point where you become unsure about your content’s relevance. Perhaps, you’re becoming concerned about your readers’ interaction with your site, or about not getting ample traffic.
Advertisement
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.
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