ClearAction

JUNE 25, 2023

Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. It’s shaped by my career start in strategic planning, market research, and internal engagement.

Enterprise 62

Enterprise B2B Surveys Best practices 62

GetFeedback

MAY 24, 2019

In order to truly understand this metric, these common NPS myths should be debunked. . Myth #1: NPS is not predictive. It can also serve as a starting point for deeper customer research, a diagnostic tool for improving the customer experience, and an opportunity to connect with individual respondents. Myth #2: NPS is not useful.

Metrics 94

Metrics Benchmark Surveys Customer effort 94

Vistio

APRIL 22, 2022

Here we’re debunking the five myths we hear most often. Myth 1: We need a fully integrated suite of tools from a single provider. Research and choose tools that aim to achieve your organizational goals, address issues that impact performance, and fully integrate with your existing technologies.

Technology 52

Technology Customer Service Contact Center Self service 52

ShepHyken

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. However, lower-end solutions are cutting into the market presently.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

Tenfold - Contact Center Blog

JUNE 19, 2018

In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. The Myth: In order to improve customer experience, you have to invest in big data processing. Let’s start. Big Data and CX. Measuring CX with NPS.

Big data 56

Big data Chatbots Metrics Marketing 56

TeleDirect

DECEMBER 14, 2023

Here, we will dispel the myths and share the details on how inbound and outbound calls lead customers through the sales funnel, converting them from curious information seekers to brand-loyal clients. Some other services they provide include telesales, market research and appointment setting.

Education 62

Education Call Center Sales call center solutions 62

Aspect

SEPTEMBER 25, 2018

Research shows that for some types of calling patterns, Holt – Winters is more accurate in predicting the future, and for other types of patterns, ARIMA is more accurate. The post Baseball and The Myth of WFM Forecasting Accuracy appeared first on Aspect Blogs.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

LiveChat

DECEMBER 20, 2018

Researching email subject line trends is a huge part of making sure we keep up with the best practices. Let’s find out if these best practices are in line with our latest research! Myth #1: Personalizing an email subject line with your customer’s first name improves open rates. on average against 17.9% of those that didn’t.

Best practices 49

Best practices Personalization Marketing 49

Beyond Philosophy

NOVEMBER 8, 2017

A paper by Nicole Koenig-Lewis and Adrian Palmer in the Journal of Marketing Management from about a decade ago, ‘Experiential Value Over Time – A Comparison of Measures of Satisfaction and Emotion’ ( [link] ) saw profound differences between emotions and a state of satisfaction. Debunking a Myth About Millennial B2B Buyers.

Consulting 150

Consulting Consulting B2B Metrics 150

Russel Lolacher

MARCH 8, 2020

I’ll start by busting one millennial myth around entitlement from my own personal experience: I’ve met far more entitled 50-60 year-olds than I’ve ever seen in 35-year-olds. . (As According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). And as ever, it needs to change.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

Russel Lolacher

OCTOBER 3, 2022

The many myths of career transitions. She’s a published career researcher, lots of book things, lots of award things, lots of media coverage, things. And so when we’re starting off, there’s this myth that in order for you to be okay, you need to earn a certain amount of money, right? Hello, Maureen.

Personalization 98

Personalization Employee engagement Marketing Management 98

ThriveableBiz

NOVEMBER 13, 2023

Being the Best is a dangerous myth, and one of the great furphies of small business marketing. But if it’s your business they’re picking apart, and you only find out about it when they hit the market with a bang, that’s not so great. Backed by our unique mix of Marketing, Market Research and Media & Entertainment methods.

Entertainment 52

Entertainment Marketing Advertising B2B 52

aircall

OCTOBER 11, 2022

Even some of us familiar with the multitasking myth will quietly think to ourselves, It might be a myth, but I’m kind of good at it! Conduct research on only those prospects (ahead of your two-hour slot). When it’s time to start calling, grab your list of researched prospects. And guess what?

Customer centricity 118

Customer centricity CRM Sales Analytics 118

CSM Magazine

JULY 3, 2017

New research shows that customers are just as likely to share a positive experience as a negative one. However, new research shows that customers are just as likely to share a positive experience as a negative one. Graham is an entrepreneurial CRM & marketing leader with extensive industry recognition. Read on to learn more.

Automotive 81

Automotive CRM Marketing Surveys 81

Return Customer

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. Twitter: [link].

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

CSM Magazine

JULY 14, 2022

Consumer research indicates that 70% of customers expect an omnichannel customer experience across all channels but only 29% of brands are successful in delivering one. Calabrio’s handy new guide leads resellers safely through the potential minefield of cloud jargon and myths with the key questions to ask. Why not join us?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Eptica

JUNE 16, 2020

In fact, research from Contact Babel found that 84% of UK contact centres have now moved from a centralised model to one based on home working – up from just 4% a few months earlier. Share this page on: Tweet. You might also be interested in these posts: Customer service: what you can learn from great historical figures.

Best practices 63

Best practices Technology Management Marketing 63

CX Journey

SEPTEMBER 19, 2017

It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping. While I talked about five myths last week, we know that there are a lot more than that. Do you have any other myths that you'd like to add? What are your thoughts?

Journey mapping 48

Journey mapping Finance Customer Experience Sales 48

Return Customer

JULY 8, 2015

It’s a myth that millennials have abandoned physical stores in favour of online shops. Research from Accenture highlights that 68% of Millennials demand an integrated, seamless experience regardless of the channel. Kathryn Kearns is the editor of Customer Service Guru and a regular writer and researcher for various other sites.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Starting with segmentation strategy, we’ll discuss observations from the study and popular myths. This splits the customer base into SMBs, mid-market, and enterprise companies.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Beyond Philosophy

SEPTEMBER 15, 2022

The data came from our Emotional Signature product , which is research that measures the emotional engagement you have with your customers. I always told the team that we were sitting on a gold mine with all our consumer research projects using Emotional Signature research, and it is true. Have a game plan.

Journey mapping 39

Journey mapping Consulting Consulting Finance 39

Customer Relationship Metrics

JULY 19, 2017

In the ebook, Avoiding Pitfalls of Customer Satisfaction Surveys: 19 Questions You Must Ask & 10 myths debunked you’ll learn about things you might have asked before. Taking a market research approach to contact center measurement creates numerous problems. You’ll also learn about this you should not believe.

Surveys 65

Surveys Contact Center Customer centricity Marketing 65

CX Global Media

JULY 10, 2019

About Jim Iyoob : Jim has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions. All speech analytic platforms are the same – Myth or Reality.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Integrity Solutions

SEPTEMBER 2, 2022

In any job market, companies simply can’t afford the high price of employee disengagement — as Gallup has calculated it, each actively disengaged employee costs companies about a third of the person’s salary in lost productivity. No wonder employee engagement in the U.S. There are typically several reasons for that big gap.

Management 119

Management Coaching Employee engagement Surveys 119

ClearAction

APRIL 18, 2020

What bothers them bothers your company’s quest for growth: Customers’ negative word-of-mouth dilutes the value of your brand equity, marketing, PR and positive word-of-mouth. Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share.

Customer Experience 62

Customer Experience Customer centricity Accountability Surveys 62

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. So the information and resources that they receive from Marketing are a means to that end.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ClearAction

NOVEMBER 16, 2023

C) Enterprise Use Today VoC insights are generally insufficient for adapting instantaneously to shifting market needs. Evidently, senior leadership teams and boards of directors are unaccustomed to using VoC to navigate shifting market needs. We updated customers as promised.

B2B 62

B2B Feedback B2C Enterprise 62

Kunnect

JUNE 2, 2015

Whether you work in IT or marketing, you might have faced some resistance to the idea of cloud computing – maybe from coworkers or your boss. You can also turn to boutique analyst firms like 451 Research, which released a survey in 2014 showing that 65 percent of enterprises were deploying some form of cloud computing.

call center software 44

call center software Surveys Enterprise Contact Center 44

Maru Group

JANUARY 8, 2019

Our Black Friday research over the past couple of years has shown that the increase in traffic and sales is often driven by bargain shoppers who have little to no affinity with a brand. Falling out of love with discounting. It means short-term discounting events do very little for both the customer experience and brand loyalty.

Customer Experience 56

Customer Experience Feedback Sales Technology 56

CustomerSuccessBox

OCTOBER 31, 2021

Emily : Depending on the topics you are going to cover in the QBR, different teams may be called upon to help or participate: Product : Roadmap, Status on feature requests made by the customer Marketing: Upcoming opportunities for joint PR, case study Executives: Attendance to drive strategic agenda. How do you prep a team?

Accountability 52

Accountability Management Marketing Personalization 52

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas. Principal Analyst – Qualtrics. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Beyond Philosophy

DECEMBER 23, 2021

Sometimes about research studies; other times from my days in corporate life. Some research exists that many tech companies have origin myths about starting the company in the garage, like Jobs. . Good brands have a story, and a lot of that includes a foundation myth, just like any superhero would.

Entertainment 39

Entertainment Consulting Consulting Metrics 39

ClearAction

FEBRUARY 27, 2015

Plan your research accordingly. If you believe that unhappy customers are caused by reality not living up to expectations, then one of the most valuable things your voice-of-the-customer research can reveal is how to recognize and proactively manage customers' expectations. ClearAction offers a CCXP Exam Prep Course.).

Journey mapping 118

Journey mapping Best practices Advertising Customer centricity 118

Natalie Petouhof

JUNE 22, 2016

And every vendor is talking about it- whether its a marketing vendor, customer service vendor, mobile vendor… What I wondered was what scientific data is there to help prove that customer experience wasn’t just a fluffy initiative that was the next fad. DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research.

Customer Experience 58

Customer Experience Benchmark Metrics CRM 58

SmartKarrot

JUNE 16, 2023

The other reason is because of the myths peddled around in regard to working from home. This article will provide you with the truths about remote work by debunking the 6 common myths concerning this working arrangement. There is no evidence to show that working from home damages an institution’s culture; what exists is just a myth.

Surveys 10

Surveys Construction Government B2B 10

360Connext

AUGUST 9, 2017

Perhaps they were in marketing, or technology or operations. They do their research, read the blogs, and the books, and even attending some webinars. We’re covering the top 3 CX strategy myths above (along with 2 more!) I’m getting calls from very well-meaning business leaders lately. Feel free to print that on a poster!).

Journey mapping 92

Journey mapping Airlines Customer Experience Technology 92

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67