CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Experience Matters

JANUARY 4, 2016

We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion. As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you: May you focus on your customers’ needs , even when internal priorities push them to be ignored.

2016 86

2016 Innovation Interaction Communication 86

Experience Matters

SEPTEMBER 29, 2016

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. Because emotion drives loyalty.

Contact Center 131

Contact Center Interaction 2016 Loyalty 131

ShepHyken

DECEMBER 5, 2016

Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. ZDNet) Thomas Wieberneit takes on customer experience management and the differences between delighting the customer all the time (not) and making sure things work for that customer (yes).

2016 123

2016 Article Customer Service Travel 123

ShepHyken

NOVEMBER 28, 2016

Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. That’s good news since the ability to consistently deliver an excellent customer experience is critical for companies in today’s hyper-competitive economy.

2016 112

2016 Article Customer Service Social Media 112

Inbenta

NOVEMBER 29, 2022

So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point. There are a number of chatbot features that you should consider that will keep your customers happy while also giving you a modern approach to customer service. 14-DAYS FREE TRIAL.

Multi-Channel 90

Multi-Channel Customer Experience Omnichannel Social Media 90

ijgolding

NOVEMBER 1, 2016

If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly. No Service.

Customer Experience 95

Customer Experience 2016 Sports Airlines 95

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

ShepHyken

NOVEMBER 14, 2016

That same agreement, however, is often lacking when it comes to company’s vision of customer experience. Each department within an organization develops a set of customer strategies that is independent and solely based on the objectives set forth in that department. Customer Experience Moments of Wow by Elizabeth Glagowski.

2016 127

2016 Article Customer Service 2017 127

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions.

2016 90

2016 Consumers Interaction Customer Experience 90

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Is a lack of consistency letting your customer service down?

2016 59

2016 Customer Service 2017 Contact Center 59

ShepHyken

OCTOBER 24, 2016

More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. AdWeek) We asked Rational Interaction to dig a little deeper for key, brand-specific revelations.

2016 119

2016 Article Customer Service Government 119

ShepHyken

JUNE 13, 2016

My Comment: Twitter has become an important customer service channel. This excellent article is filled with ideas and tips to help any business understand how to use Twitter as a way to interact with customers for complaints, praise and any other customer comments. Follow on Twitter: @Hyken.

2016 83

2016 Article Customer Service Customer Retention 83

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Essential Customer Service Skills We’ve Forgotten in the Digital Age by Stuart Leung. My Comment: As the world becomes more and more digital, it is easy to miss opportunities to connect on an emotional level with the customer.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational. Surprising.

2016 104

2016 Article Social Media Customer Service 104

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Gary McGrath , Customer Success Consultant.

2016 56

2016 Social Media 2015 Customers 56

Tricia Morris

JANUARY 4, 2016

Here’s Dutta’s guest post on this 2016 trend to watch: “I sincerely believe that leaders of organizations who are serious about service are going to start focusing on developing talent plans for service and support in 2016. Why Will This Have an Impact in 2016? “A What Can Organizations Do Today to Begin Improving Service? “In

2016 58

2016 Customer Service Chief Customer Officer 2010 58

Beyond Philosophy

FEBRUARY 14, 2020

One of the other ways social media changed our lives is in how we interact with brands. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. It describes how we interact with brands over several different channels in various ways, including social media.

Technology 195

Technology Social Media 2016 Interaction 195

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Here are my top five picks from last week.

2016 121

2016 Article Customer Journey Mapping Customer Service 121

Customer Bliss

AUGUST 1, 2017

Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. Immediately prior, he was a Senior Customer Experience Analyst for Forrester.)

Customer Experience 0

Customer Experience 2016 B2C Retail 0

Bob Hayes

AUGUST 21, 2017

Customer Experience Management (CXM) is the process of understanding and managing customers' interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. retention, repeat purchases, increased purchases).

Customer Experience 103

Customer Experience 2012 Retail 2020 103

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. 2) CX is a business priority.

2016 98

2016 Innovation Return on Investment Airlines 98

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Interaction designers. Episode Overview. Prototypes.

Leadership 0

Leadership Customer Experience 2013 2011 0

ShepHyken

OCTOBER 10, 2016

I’ve been asked many times, “Which social channels should we monitor for customer service?” ” The answer is simple: “The ones where your customers are (trying to) interact with you.” ” 4 Ways to Build Trust with Customers That Can Transform Your Business by Susan Solovic.

2016 127

2016 Article Customer Service Airlines 127

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

CX University

MARCH 29, 2018

As it turns out, customer experience unlocks a radical capability of mapping the customer journey. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution. Customer experience has made a revolutionary discovery.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

Tricia Morris

JUNE 17, 2016

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Of those online interactions, 28% now typically begin on a mobile device. Get the 2016 State of Global Customer Service Report.

Interaction 55

Interaction Customer Service 2016 Webinar 55

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

Customer Bliss

MARCH 8, 2016

In a customer-obsessed organization, however, the concepts need to be much different. Earning Social Media Love From Good Customer Experiences. Many brands forget the first word and forget, thus, that it’s supposed to be a social experience. — Deb Chachra (@debcha) March 4, 2016. It makes money.

Social Media 142

Social Media Customer Experience Reference 2014 142

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. However, if employees are ambassadors, and whether they interact with customers directly, indirectly, or even not at all, they will better service and support your customers. There’s a lot more to tell.

2016 68

2016 Customer Experience Insurance Leadership 68

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. They expected only three as recently as 2016.

Social Media 249

Social Media Competitive Advantage 2016 2018 249

ijgolding

FEBRUARY 20, 2017

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

OpinionLab

JUNE 8, 2017

A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base. The result is low response rates and feedback that may not accurately represent customer perception. The polling for the 2016 U.S. appeared first on OpinionLab.

Customer Experience 68

Customer Experience 2016 Social Media Feedback 68

Ecrion

MARCH 27, 2020

They’ve undertaken large CX projects, and the vast majority of them think they deliver exceptional experiences. What is the cause of this disconnect, and how can we make more customer experience programs a success? I will argue below that Customer Experience providers need to be better Customer Success practitioners.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. Any organization can adopt one.

Brands 158

Brands Social Media 2016 Interaction 158