InMoment XI
JUNE 20, 2017
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. With expectations and demands from customers and company executives constantly growing, how do CX professionals help improve.
Customer Bliss
JUNE 22, 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).
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Experience Investigators by 360Connext
JUNE 5, 2017
Seems obvious, right? It’s hard to have customers if you don’t have sales. True. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t know what will hurt the relationship later? Too often, organizations with great intentions sabotage their customer’s experience before it even starts!
Alida
JUNE 15, 2017
Customer Experience (CX) is a messy space. Inside companies, CX pros are herding cats and presenting cases to the shark’s tank. CX improvement usually involves wrangling cross-functional teams, competing for resources and choosing a specific direction to run. Seasoned managers know that CX business cases can fall over despite listening intently to the voice of the customer.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Beyond Philosophy
JUNE 22, 2017
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.
Customer Bliss
JUNE 20, 2017
Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work.
Experience Investigators by 360Connext
JUNE 1, 2017
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea.
Alida
JUNE 1, 2017
Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. With industry sales softening, now is a critical time to listen and implement key takeaways. Here are three of the sessions we’ll be exploring at this year’s conference: 1.
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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
Beyond Philosophy
JUNE 15, 2017
A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. Like this one: This rant from millennial journalist Alex Bloomer about her generation struck a chord with people last year: Sure, the videos are worth a lau
ShepHyken
JUNE 21, 2017
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came. As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass.
Kayako
JUNE 8, 2017
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.
Customer Bliss
JUNE 15, 2017
I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.
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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Peter Lavers
JUNE 26, 2017
When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. It can take some effort and imagination, but it is worth it. Problem Solve for a Better Customer Experience.
Alida
JUNE 23, 2017
If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. The deal, announced last week, is valued at $13.7 billion and received a considerable amount of media attention. With the acquisition, Amazon, one of the most valuable brands in the world, is now officially in the grocery market.
Beyond Philosophy
JUNE 5, 2017
One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.
ShepHyken
JUNE 28, 2017
It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Heart of the Customer
JUNE 28, 2017
Customer experience (CX) is about change. I wrote about this last week. But there’s a lot of confusion about the best way to create this change. Immature CX practitioners often see themselves there to drive the business. They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer.
Customer Bliss
JUNE 6, 2017
Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another.
CustomerGauge
JUNE 1, 2017
Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has […].
Alida
JUNE 30, 2017
The auto industry is at a crossroads. Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. While the market for on-demand mobility is expected to grow, the market for privately owned cars is predicted to shrink dramatically over the next five to 10 years.
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
Beyond Philosophy
JUNE 12, 2017
When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.
ShepHyken
JUNE 6, 2017
Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon? Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It. First Up: Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers.
ReviewTrackers
JUNE 7, 2017
Customer experience looked very different in the early 1900s than today. At that time, customers were just beginning to experience the option to return items, for example. This type of experience was unique and part of a new type of consumer culture. Today, customers still want an experience that exceeds their expectations, but the experience itself has transformed to become more complicated and complex than ever before.
Customer Bliss
JUNE 1, 2017
There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn? Real-time data is a problem for customer experience. A whopping 95% of companies indicated they were “unable to make sense” of real-time customer insights.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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