ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. – Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy. Just pick up the phone, dial a number, and speak to a friendly person on the other end to arrange everything.

Customer Experience 228

Customer Experience Airlines Chatbots Personalization 228

GetFeedback

MARCH 24, 2017

On the Salesforce Marketing Cloudcast, GetFeedback CMO Kraig Swensrud explains why marketers should lead the charge on customer experience initiatives.

Marketing 78

Marketing Customer Experience 78

aircall

MARCH 24, 2017

This article is part one of a two-part series on customer journey mapping. This first article will highlight the necessity of the practice. Customer journey mapping is a tool to holistically improve your customer experience and your bottom line. The companion article will detail ways to develop a practical and efficient customer journey map. What is customer journey mapping?

Journey mapping 75

Journey mapping Customer retention Marketing Advertising 75

CustomerGauge

MARCH 24, 2017

Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ. For me, Areas USA is that company and team. This month I was invited, along with our Customer Success Manager, Andrew […]. The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge.

Management 60

Management 60

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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

Surveys

Influitive

MARCH 24, 2017

Measuring the value of branded communities has always been difficult. Community managers are often forced to fall back on the savings they generate for customer support teams, rather than reporting on the revenue they generate for the company. Even worse, these communities consistently fail to live up to expectations on both sides of the screen.

B2B 65

B2B Customer Support Management Metrics 65

Amity

MARCH 24, 2017

This post was originally posted on Julie's LinkedIn. If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” You may also be seeing an all-too-common trend: customer churn and/or a slowing trajectory of revenue growth. I talk to CEOs about this topic all the time, and the patterns have proven to be pretty consistent.

Accountability 56

Accountability Engineering Metrics Scripts 56

Interaction Metrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics Feedback 48

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain?

Journey mapping 48

Journey mapping B2B Metrics Surveys 48

Interaction Metrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics Feedback 48

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.

Customer Experience

Uniphore

MARCH 24, 2017

New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. Read More.

Contact Center 49

Contact Center Technology 49

Interaction Metrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics Customer Experience 48

LiveChat

MARCH 24, 2017

Launching an online store is like putting Rubik’s cube together. You cannot launch your website without having beautiful copy and great images. Your potential customers won’t be able to find you until your website is optimized for SEO. You cannot expect your website visitors to buy from you if you don’t have a shopping cart and payment gateway setup.

Advertising 55

Advertising Accountability Engineering Marketing 55

Interaction Metrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics Customer Experience 48

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

CSM Magazine

MARCH 24, 2017

Being awesome at customer service is all about having the needed skills and personal characteristics. These will enable you to enjoy the job and increase the quality of every single interaction that you have with a client. If you want to become a truly great CSR, you’ll have to focus on a few essentials. Here are some of the most important ones.

Customer Service 55

Customer Service Education Personalization Customer Support 55

Interaction Metrics

MARCH 24, 2017

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […].

Surveys 48

Surveys Metrics Feedback Customer Experience 48

Avaya

MARCH 24, 2017

At this point, we know that most companies are competing exclusively on the customer experience ( 83%, according to Dimension Data ). McKinsey Insights shows that effective customer journeys are impactful : increase revenue by up to 15%, boost customer satisfaction by up to 20%, and turn predictive insight into customers’ needs by up to 30%. The issue isn’t that companies fail to understand the importance of the customer experience (CX).

Contact Center 53

Contact Center Enterprise Banking Customer Experience 53