Kerry Bodine

AUGUST 14, 2020

I hope you’ll find the answers below helpful on your path to journey management. The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer. 2) Dig deep into your questions with qualitative research. 3) (In)validate your new findings with quantitative research.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. Put First Things First — Prioritize and achieve your most important goals instead of constantly reacting to urgencies. What is the goal of responding to these insights?

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Happy or Not

OCTOBER 19, 2021

Customer Experience (CX) Day took place this year on October 5th and provided a platform for my latest Forbes article, in which I look at the ways in which CX impacts the success of a business. . Knowing what makes your customers satisfied and what does not is crucial to winning them over, and keeping them loyal over the years.

Customer Experience 85

Customer Experience Omni-Channel Customer Satisfaction Study 85

NICE inContact

DECEMBER 6, 2018

But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. Gain insights into global customer service expectations and perceived service quality by channel from the recent NICE inContact CX Transformation Benchmark study.

Customer Experience 120

Customer Experience Contact Center NPS Customer Expectations 120

NICE inContact

DECEMBER 19, 2016

For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together. CX is very externally focused, all about understanding the customer’s needs, and identifying the moments-of-truth that drive loyalty.

Customer Experience 120

Customer Experience How To Entertainment Measurement 120

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? Published on: July 29, 2020.

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

Experience Investigators by 360Connext

OCTOBER 22, 2019

What Does the Future of CX Look Like? If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. It’s crystal ball time!

Trends 169

Trends Customer Experience Chatbots Innovation 169

Customer Bliss

DECEMBER 2, 2014

Listen and then repeat to the customer what they said. If your customer is not in dire straits, good results will follow. Repeating the reason a customer walked in the store, called your number or emailed your ‘Contact Us’ address will take you to a level that is not being received by many. You hear them.

Chief Customer Officer 161

Chief Customer Officer Retail Loyalty Interaction 161

Customer Bliss

FEBRUARY 5, 2015

Make the ebook a part of your customer experience toolkit. Download your free copy of the ebook. Some of the articles offer practical advice, others are more philosophical in nature and some will challenge your current beliefs about what it means to design and manage the customer experience.

Chief Customer Officer 100

Chief Customer Officer Customer Experience eBook Survey 100

Customer Bliss

MARCH 15, 2018

Of course, there’s plenty to learn about successfully implementing a program through your own trial and error, but what would success look like without mentors or help from others? CX Work is Challenging but Worth It. What Do You Know Now That You Wish You Knew Then? CX #CustExp Click To Tweet.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

CSM Magazine

JUNE 26, 2023

Right now, generative artificial intelligence (AI) tools like ChatGPT are making headlines — and in some cases, being used to write those headlines — leading to excitement and speculation about what the future holds. Watching fully formed sentences appear in real-time before your eyes can feel uncanny. What is Generative AI?

Contact Center 52

Contact Center How To Tools Wait Times 52

Customer Bliss

AUGUST 14, 2018

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. Does your company have fine print? Let’s explore in 3 steps. The Problem with Fine Print.

Policies 111

Policies Insurance Case Study Entertainment 111

Customer Bliss

JANUARY 22, 2015

The customer experience that gets you the most confidence with your customers is to get the basics right. Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? ’s Customer Experience Toolkit. Have You Removed the Inhibitors to Your CX Success?

Chief Customer Officer 100

Chief Customer Officer Customer Journeys Leadership Culture 100

SurveySparrow

JULY 24, 2023

The heart of CX is about making your customers’ lives easier and growing your business much faster. What is CX Research? Why is CX Research Important? How to Conduct CX Research? So, what’s the ultimate goal? So, what’s the ultimate goal?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

Beyond Philosophy

NOVEMBER 13, 2021

Scarcity is something we feel when we are doing thing we have enough of what we need. She also shares how understanding Scarcity and how it drives customer responses can make it an important tool in your marketing toolkit—but only if you know how to use it well. Key Ideas to Improve your Customer Experience.

Tools 78

Tools Consulting Financial Customer Experience 78

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI NPS Metrics Financial 123

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Artificial Intelligence (AI) might be useful, but what good is it if it isn’t helping customers feel any better about your brand?

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

InteractionMetrics

JUNE 19, 2023

The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. CX vs. UX: I’m often asked what’s the difference. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. But they have different agendas and focal areas.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? From measuring satisfaction to understanding the effectiveness of each segment, these questions are your stepping stones to creating more impactful and memorable events. They capture their joys, frustrations, and valuable insights.

Survey 127

Survey Analysis Feedback Effort Score 127

Wootric CX Blog

JUNE 1, 2020

Today, you’ve got to win over your end-users to gain a foothold in an organization and give your product a fighting chance. Today, you’ve got to win over your end-users to gain a foothold in an organization and give your product a fighting chance. What does this look like? What is Product-Led Growth?

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Customer success is a key part of driving the overall CX vision to ensure that customers are engaged in a proactive manner.

Customer Journeys 80

Customer Journeys Customer Success Fashion Technology 80

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. Is one right for your business?

Roadmap 118

Roadmap Feedback B2B Survey 118

Alida

JUNE 30, 2017

What should traditional auto companies do to survive in a world that sees car ownership as less and less aligned with self-expression, freedom and status? One important tool in the company’s toolkit is Cadillac Collective, an insight community that allows the company to engage with car owners and enthusiasts on an ongoing basis.

Automotive 138

Automotive Industry How To Customer relationships 138

ClientSuccess

DECEMBER 6, 2019

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . Responsibilities of the CXO.

Customer Experience 59

Customer Experience eBook Customer Journeys Measurement 59

inQuba

JUNE 21, 2022

What is Conversational Commerce? Imagine being able to have a personal dialogue with every customer (or potential customer) as they interact with your brand and try to achieve their goals. But, what are the real benefits? How Leading Businesses are Improving Customer Experience and Conversion Through Natural Conversations.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

ClientSuccess

DECEMBER 6, 2019

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . Responsibilities of the CXO.

Customer Experience 52

Customer Experience eBook Customer Journeys Measurement 52

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Dixon argues that rather than trying to boost loyalty through customer delight, companies should focus on creating what customers really want: an effortless experience. Why Focus on Effort?

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Beyond Philosophy

NOVEMBER 18, 2021

However, it also reveals a powerful tool in your customer strategy: Scarcity. So, if your car is low on gas or your phone is running out of battery, that’s objective Scarcity. It would help if you had that stuff to make it through your day, and you don’t have enough of that stuff. .

Tools 88

Tools Comparison Consumers Resources 88

SurveySparrow

AUGUST 28, 2023

Have you ever found yourself immersed in the world of SaaS, wondering what makes certain companies stand head and shoulders above the rest? So, what exactly is SaaS customer experience, and why is it the cornerstone of success for SaaS businesses? What is SaaS Customer Experience? What is SaaS Customer Experience?

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

inQuba

APRIL 5, 2023

Why Cross-Channel Analysis is the New Game Changer for LOB Heads As businesses continue to evolve and embrace new technologies , and expand to digital channels, the customer journey has become a complex maze of touchpoints. Customers who have poor experiences are more likely to churn, or start sharing negative reviews.

Measurement 52

Measurement Management Call Center Customer Journeys 52

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Having the following contact center agent coaching tips in your toolbox will help you be prepared for just about any coaching situation. What are their goals?

Contact Center 69

Contact Center Tips Sports Average Handle Time 69

Michelli Experience

SEPTEMBER 5, 2017

We all have biases – mine certainly is not better than yours (if you’re pessimistic there are many situations where I wish I had a smidge more of that). So enough psychobabble, what is the relevance of “implicit bias” to customer experience excellence? Isn’t the world amazing! But I’ll admit it. Biases come in handy.

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

CSM Magazine

JANUARY 25, 2023

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Your 5-step Detox Programme Starts Here The New Year is the perfect time to turn realistic health intentions into reality. Don’t know what they are? Next, rethink flexibility—what does it mean for your agents in 2023?

Self Service 52

Self Service Gamification Analytics Tips 52

Clarabridge

AUGUST 3, 2017

While it still preserves a very specific meaning in academia and research organizations, the term NLP has been watered down in the CX space and often just refers to lists of words and topics. These toolkits “blackbox” a lot of their complexity so that the user can focus on the outputs, not on the algorithms. Glad you asked!

Analysis 0

Analysis System Consumers Analytics 0

Kerry Bodine

NOVEMBER 28, 2022

Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. And, of course, we offer enterprise pricing on our online training programs so that you can bring the learning to your entire organization.

Training 24

Training Customer Journeys Sales Course 24

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. NasdaqSpeedReads: Would You Do That To Your Mother?

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120