CustomerGauge
MARCH 31, 2017
In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. In our recent white paper, Next-Generation […].
ijgolding
MARCH 31, 2017
If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed
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CustomerGauge
MARCH 31, 2017
New techniques to get Millenials responding to NPS questions “I would never give a 10 on a survey” says Mingus Donovan, who describes himself as the “Dream Alchemist” of the Boston-based startup, Beacon Hill Knife Sharpening Co-operative. “I don’t care how pimp or fire the service is, there’s no way I’d say I would recommend […]. The post Getting Feedback from the Meh-Generation appeared first on CustomerGauge.
Customer Relationship Metrics
MARCH 31, 2017
There’s not much worse than being the subject of a “You’re Doing It Wrong” meme and it goes viral. It’s easy to find many examples of doing it wrong in our everyday life, including how we do our job and, fortunately, there’s no meme. What’s worse than doing it wrong? Worse than doing it wrong, however, is not knowing that you are doing it wrong. You’re innocently unaware.
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Amity
MARCH 31, 2017
I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers. With a few simple tweaks to your process, you can help grow your company, reduce churn, and facilitate upsell. Sounds good, right?! 1. Two Ears, One Mouth.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Topdown
MARCH 31, 2017
Blake Morgan ( @BlakeMichelleM ), writing for Forbes, explains the need for scalable personalization capabilities in customer communications in “ This Is Why Your Customer Experience Feels Impersonal and Mechanical.” She notes that, though it’s easier and more cost-effective to provide the same customer experience to everyone, customers today demand tailored, on-demand products and experiences.
COPC
MARCH 31, 2017
Featured Event: May 22-25, 2017. CX17, Indianapolis, IN. Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry.
ComputerTalk
MARCH 31, 2017
Not very, as ‘anonymized’ data and privacy policies show. Meaningful consent might be a start […].
ShepHyken
MARCH 31, 2017
This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. When it comes to your customer service promise and vision, every member of your organization must be in alignment. – Shep Hyken. A customer service mantra is a powerful part of any service culture. It’s a statement that describes the type of service everyone in your organization should strive to provide.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
LiveChat
MARCH 31, 2017
Sales world can be completely overwhelming, especially if you’re making first steps in your sales career. Being a salesperson can surely be rewarding (especially when it comes to finances), but it also includes high accountability and responsibility for delivering on your numbers and goals. It means a lot of pressure and stress , especially if you don’t feel like you’ve mastered all sales skills.
Eptica
MARCH 31, 2017
Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Published on: March 31, 2017. Author: Pauline Ashenden Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.
CSM Magazine
MARCH 31, 2017
Successful online marketers already effectively use A/B testing to constantly improve the rate that visitors to a website undertake a desired action, whether that’s making a purchase, signing up for a subscription, signing up for an email newsletter or simply creating an account with a login and password. Now, that same trusted, rigorous scientific methodology can help companies make more money from the customers they already have.
ForeSee
MARCH 31, 2017
The Canadian Real Estate Association (CREA) is one of Canada’s largest single-industry trade groups, with over 100,000 members including real estate brokers, agents, and salespeople. We sat down with CREA. The post VOC Leaders: How CREA leverages CX data to refine & improve customer journeys appeared first on ForeSee.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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