Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. 2) Dig deep into your questions with qualitative research.

Touchpoint 83

Touchpoint Start-ups CX Government 83

PeopleMetrics

MARCH 25, 2022

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. These insights can then guide and inform how you approach business objectives like: Customer experience improvements.

B2B 118

B2B Customer Feedback Start-ups B2C 118

Fonolo

JULY 5, 2023

Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. Over the last few decades, many researchers have proven this link between employee behavior, customer satisfaction and the monetary cost of toxic employees. Second chances are unlikely.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Logicalware

NOVEMBER 21, 2023

Shedding light on one of this year’s hottest topics, we brought together industry experts to explore the profound impact AI has on the world of customer experience. Fast forward to 2017, a transformative moment occurred when a group of 12 Google researchers birthed the modern transformer , reshaping the construction of AI models.

Artificial Intelligence 59

Artificial Intelligence AI Construction Technology 59

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. Here are my top five picks from last week.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution! With the help of robust customer experience software !

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Zendesk

AUGUST 22, 2023

Businesses also need to deliver a great experience if they want to impress customers. According to the Zendesk Customer Experience Trends Report , 73 percent of customers will leave for a competitor after multiple bad experiences. In today’s highly competitive market, having a great product may not be enough.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Lumoa

FEBRUARY 7, 2023

Voice of the Customer (VoC) is a research technique aimed at gaining a thorough understanding of the customers’ perceptions, experiences, and emotions toward a business. Implementing a VoC program will help you understand your customers better and know where to focus your efforts on improving the customer experience.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Beyond Philosophy

FEBRUARY 20, 2020

Many of the early experiments in the chatbot world that Messina thought were interesting and effective were narrative-driven. However, this attitude ignores the fact that these devices change the nature of human experience and human existence. This type of humanization can facilitate brand management in new and exciting ways. .

AI 163

AI Innovation Social Media Construction 163

Beyond Philosophy

MARCH 7, 2019

The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience. And every year you do nothing about it.

Customer Experience 122

Customer Experience Customer Satisfaction Technology Technology 122

RateMyService

MARCH 26, 2023

Behind great customer experiences, there are great employee experiences! Combined Customer Experience (CX) and Employee Experience (EX) is the key to unlocking your organization’s potential to drive success and growth. Companies with a positive reputation for employee experience are more likely to attract top talent.

CX 52

CX Customer Satisfaction Start-ups Customer Experience 52

Intercom, Inc.

MARCH 14, 2018

Prior to joining Intercom as a Product Manager, I had never run a structured beta. I’ve run a lot of successful betas now but I learned my craft through tribal Intercom knowledge, built up by other Product Managers over the years. Start small with early adopters who already experience the problem you’re trying to solve.

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. I started as a product manager and ended up as the VP of product. Then, being the head of the department, I was responsible for managing multiple teams.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Beyond Philosophy

JANUARY 12, 2023

However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. The CEO is the chief experience officer.

CX 78

CX Artificial Intelligence Engineering Customer Satisfaction 78

Intercom, Inc.

JUNE 28, 2018

Creating the ideal customer experience, while trying to maximize survey response rates can feel like competing interests. And as your need for feedback increases, so does the complexity of coordinating and managing those requests. You should still optimize the timing so it doesn’t negatively impact the customer experience.

Customer Feedback 216

Customer Feedback Sales Customer Experience 216

Beyond Philosophy

JANUARY 12, 2015

Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Well, researchers are logical, and the cognitive and rational certainly looks logical – – and emotions, or emotional context, is challenging to measure.

Customer Experience 122

Customer Experience Text Analytics Customer Loyalty Customer Experience Management 122

Fonolo

APRIL 12, 2022

Also, consider the value of experience – your new hire likely won’t be as productive as a veteran for at least a few years. Plus, you can collect qualitative feedback and comments anonymously to gain insights into their satisfaction levels. Talent sourcing, recruitment, onboarding, and training quickly add up.

Contact Center 95

Contact Center NPS Start-ups Technology 95

Lumoa

JANUARY 27, 2023

In This Article: What is a Customer Experience Audit Checklist? A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

SurveySensum

APRIL 21, 2022

On the call, an interviewer will talk about your buying experience, product experience, or service experience. CATI or computer-assisted telephonic interview is a traditional research method where interviewers ask some questions from the respondents over the phone call. Let’s understand this. So, what is CATI?

Customer Experience 52

Customer Experience 52

Intercom, Inc.

JUNE 28, 2018

Creating the ideal customer experience, while trying to maximize survey response rates can feel like competing interests. And as your need for feedback increases, so does the complexity of coordinating and managing those requests. You should still optimize the timing so it doesn’t negatively impact the customer experience.

Customer Feedback 178

Customer Feedback Sales Customer Experience 178

Intercom, Inc.

FEBRUARY 13, 2020

Alex has deep experience building market-leading companies, having been a major player at QuanticMind (where he helped grow ARR by 800%) and Salesforce, where he was part of a team that doubled revenue from $1.5 Scaling a personalized buyer experience with automation. It comes down to omnichannel management – something Tray.io

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. They help you gather specific information about your customer experience and can quickly tell you where you’re failing to deliver. How to Manage Customer Perception: A Complete Guide. Observe and listen to them.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Fonolo

APRIL 12, 2022

Also, consider the value of experience – your new hire likely won’t be as productive as a veteran for at least a few years. Plus, you can collect qualitative feedback and comments anonymously to gain insights into their satisfaction levels. Talent sourcing, recruitment, onboarding, and training quickly add up.

Contact Center 67

Contact Center NPS Start-ups Technology 67

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. We see chatbots mimicking human behavior already today.

AI 166

AI Social Media Artificial Intelligence CX 166

Intercom

SEPTEMBER 12, 2023

Knowledge Manager As the old saying goes, an AI bot is only as good as the content you feed it. High-quality support content is critical to the success of an AI bot, so prioritizing the management of your knowledge base is a must in an AI-first world. You can start small by focusing on your top 10 FAQs.

AI 59

AI Engineering Start-ups Customer Service 59

PeopleMetrics

AUGUST 22, 2022

From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. In this article, we’ll answer common questions businesses have about closed-loop feedback and how it can facilitate a better customer experience. What are the benefits of closed loop customer experience?

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

SurveySensum

FEBRUARY 27, 2024

Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. Employee satisfaction refers to the level of contentment, fulfillment, and happiness that employees experience in their jobs and workplaces.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. Typically, these surveys are conducted on an Intranet basis.

Non-Profits 60

Non-Profits Social Media B2C VOC 60

C3Centricity

APRIL 2, 2018

What’s your gut response to the title question about eliminating Market Research Departments? Yes, if it is the traditional market research department. Who better than market research to help in its analysis? This research is now a few years old and the world is changing fast. It depends? Let me explain.

Actionable Insights 70

Actionable Insights Social Media Start-ups Retail 70

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? Next week’s follow-on article describes how Hootsuite Marketing applies customer experience insights to the employee journey. Research for Marketing Across the Customer Experience Journey.

Customer Experience 71

Customer Experience Customer Journey Map Close the Loop Gaming 71

Qualtrics

JANUARY 16, 2019

The market research industry is evolving. In order for market research professionals to stay relevant and deliver world-class insights, they must keep up with the latest trends. Market research conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry.

Gambling 28

Gambling Non-Profits Government Innovation 28

C3Centricity

JULY 1, 2019

It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding. Have you ever gone to watch a focus group only to discover that the research confirms your hypotheses? Let me explain. The five rules of customer observation.

Start-ups 59

Start-ups CRM Sales 59

Help Scout

MAY 12, 2021

The best approach is to combine several quantitative and qualitative measures. If they are (and in my own past experience, I was able to confirm that with the company data analysts), then you can look at some specific interactions and build a picture of how those conversations might be contributing to retention. Your sales team.

Customer Retention 115

Customer Retention Finance Business Growth Customer Service 115

Beyond Philosophy

JANUARY 3, 2017

Kairos is qualitative. Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Individual ownership of performance, especially around customer experience and value delivery. – Chronos is quantitative.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Qualtrics

MAY 12, 2021

How can design research principles of being curious about your target market and learning what they need give you the ultimate edge in creating the best customer experiences? What is design research? Design research has become more important in business, as industries move towards designing high-quality customer experiences.

Sentiment Analysis 26

Sentiment Analysis Start-ups Social Media Actionable Insights 26