Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee engagement is critical to your organization’s hiring efforts. Hiring people is one thing.

2016 113

2016 Social Media CEM Employee Experience 113

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

2016 74

2016 2002 Insurance Books 74

Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2016 112

2016 Connections Customer Experience Customer Experience Professionals 112

Tricia Morris

APRIL 1, 2016

But while customers are expecting more, many brands and organizations are struggling with providing the knowledge agents and employees need to consistently deliver the right answers at the right time across all major service and engagement channels. Get the 2016 Knowledge. ——– Want More Knowledge?

2016 69

2016 Customer Service Presentation Metrics 69

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

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

OpinionLab

JULY 15, 2016

I’ve long been a proponent of employee empowerment and purpose-driven employee engagement. So if you want to deliver an enriching and powerful CX, your employees 1) need to be integral it and 2) be sufficiently empowered and engaged to make it happen. The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab.

2016 79

2016 Customer Centricity Culture Demo 79

TechSee

JULY 3, 2018

According to research and consulting company Tractica , expanding use cases for mobile AR will lead to growth from 343 million unique monthly active users (MAUs) globally in 2016 to nearly 2 billion MAUs by 2022. The post How AR Instruction Manuals Drive Superior Product Engagement appeared first on Techsee.

Engagement 128

Engagement 2016 Consumers 2022 128

Help.com

MARCH 14, 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. A photo posted by Everlane (@everlane) on Jan 29, 2016 at 1:31pm PST. “By Place a focus on employee engagement. Communicate.

2016 45

2016 Customer Engagement Engagement Social Media 45

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

2016 60

2016 2002 Insurance Books 60

OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. It was clear at CXSF that dealing with mobile landmarks is the key to the future of customer engagement.

2016 98

2016 Innovation Return on Investment Airlines 98

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2016 73

2016 Customer Experience Blog Customers 73

ShepHyken

OCTOBER 31, 2016

Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. 23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson.

2016 124

2016 Article Customer Service Hotels 124

OpinionLab

JUNE 24, 2016

By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

2016 79

2016 Competitive Advantage Financial Insurance 79

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

2016 44

2016 Customer Service Consumers Customers 44

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. Published on: January 12, 2017. What do the findings mean for companies?

2016 59

2016 Customer Service 2017 Contact Center 59

ShepHyken

OCTOBER 17, 2016

Once perceived as an organizational cost-sink, customer service teams are now – finally – recognized as drivers of engagement and growth. The post 5 Top Customer Service Articles For the Week of October 17, 2016 appeared first on Shep Hyken. My Comment: Why deliver good customer service? Because we want customers to come back.

2016 130

2016 Article Customer Service 2017 130

ShepHyken

OCTOBER 24, 2016

Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken. Obviously, that’s easier said than done.

2016 118

2016 Article Customer Service Government 118

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

2016 74

2016 B2C 2015 B2B 74

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Some brands use their community to build buzz and awareness.

ROI 269

ROI Measurement Brands Net Promoter Score 269

ShepHyken

SEPTEMBER 19, 2016

On the other by, there are employees who’ve become jaded in the wake of “engagement” projects that are insulting, inauthentic, inept, or all of the above. Happier (fulfilled and engaged) employees can mean a better experience for your customers. To Boost Customer Service, Wow Your Primary Customers—Your Employees by S. Chris Edmonds.

2016 0

2016 Article Customer Service Culture 0

ShepHyken

NOVEMBER 7, 2016

jaco Blog) This golden list will motivate you and help you grow your business, engage with your customers and get accurate insights from your Customer Success efforts. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. My Comment: Customer Success is a hot topic.

2016 124

2016 Article Customer Service Loyalty 124

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-. . ———-.

Magazine 51

Magazine 2016 Innovation Technology 51

Tricia Morris

JULY 18, 2016

The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature. View Microsoft’s on-demand webinar discussing this year’s fascinating results. With the on-demand webinar, you’ll receive a copy of the full 23-page report.

2016 42

2016 Customer Service Webinar Customers 42

CX University

SEPTEMBER 11, 2018

The fundamental thing is engagement with employees. In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate. But despite the organization’s clear focus on technology and innovation, the primary focus of employee engagement initiatives is much broader. The Science of Listening.

Management 209

Management 2006 2016 2018 209

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

2016 56

2016 Customer Experience ROI Download 56

ShepHyken

SEPTEMBER 26, 2016

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. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken .

2016 120

2016 Article Customer Journey Mapping Customer Service 120

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? Follow on Twitter: @Hyken.

2016 102

2016 Article Social Media Customer Service 102

Totango

JANUARY 10, 2019

But how can you keep a close eye on each step of a customer’s journey in order to see where engagement is needed and connect in a positive way? Many companies still use “old school” methods of customer growth and don’t know how to update their customer engagement platforms and practices. And what new capabilities are available?

Customer Engagement 63

Customer Engagement Engagement 2016 Customer Relationships 63

Beyond Philosophy

JANUARY 27, 2016

Colin is an international author of five bestselling books and an engaging keynote speaker. The post Big CX Idea for 2016: Not Despite but Because appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

2016 94

2016 Net Promoter Score Metrics Consulting 94

Tricia Morris

MARCH 29, 2017

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.

Customer Engagement 66

Customer Engagement Engagement 2016 Customers 66

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

2016 91

2016 B2B Marketing 2017 91

Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). This is the sixth year that we’ve published the benchmark of U.S. For the sixth year in a row, Temkin Group used the […].

2017 53

2017 Engagement 2016 Customer Centricity 53

Customercount

OCTOBER 22, 2018

To Nominate now [link] INDIANAPOLIS, IN January 20, 2016 – CustomerCount? has announced it will sponsor and present an award recognizing outstanding members of the customer engagement profession.

2016 45

2016 Presentation Customer Engagement Engagement 45

ShepHyken

DECEMBER 26, 2016

Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service. He’s too busy looking for the next opportunity to engage customers, employees and potential stakeholders. Follow on Twitter: @Hyken.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. I have no crystal ball, but I can say this with certainty: In 2016 customers will be turned off by complex instructions, chronic delays, and shoddy quality. Two days later, they were delivered to my home.

2016 53

2016 Transportation 2015 Social Media 53

ShepHyken

JULY 4, 2016

(Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems. It starts on the inside with happy and engaged employees. Here are three tips to help you do just that.

2016 81

2016 Article Customer Service Culture 81