InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional. View Article.
Experience Investigators by 360Connext
NOVEMBER 23, 2015
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But how can we make customer appreciation a living part of the customer journey? Here are 5 easy ways to express customer […]. The post 5 Customer Appreciation Tweaks Customers Will Gobble Up!
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Customer Bliss
NOVEMBER 24, 2015
Experience reliability is hard to achieve. The root cause of this lies firmly in the fact that there is no reliability in how to do this work. The selection and improvement approaches vary by silo and leader priority. In most companies, a deeply rooted one-company approach to caring about (and improving) customer experiences and customer lives does not exist.
Beyond Philosophy
NOVEMBER 24, 2015
I have a confession to make: I am an easy interview. Why? People easily sway me. Despite my status as a hiring wally , I have hired many people in my career. Most of them have been great. So how did I do this? To quote a fellow Brit, “I get by with a little help from my friends.”. What I have done to good effect is to get different people from across the organization to interview the person as well.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
InMoment XI
NOVEMBER 25, 2015
[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Ian Williams
NOVEMBER 21, 2015
For anyone in the know, this might sound a little bit crazy. Afterall, the NPS question reads: “How likely would you be to recommend our service to a friend or family member?”. NPS certainly isn’t always a reliable predictor of recommendation behaviour. Arguably, we practitioners should be able to use the company’s NPS score as a measure to predict the likely word of mouth factor to apply to new customer acquisitions, possibly as part of a CLV (Customer Lifetime Value) calculation.
Experience Matters
NOVEMBER 24, 2015
We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Here’s the executive summary: Temkin Group research shows that although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals.
InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional.
Think Customers
NOVEMBER 23, 2015
"Imagine a world where the only thing you have to wrestle for on Thanksgiving is the last piece of pumpkin pie." That voice-over to the opening of the new TJ Maxx, Marshalls, and HomeGoods commercial promoting the stores' closure on Thursday. The spot asks viewers to hearken back to a time when Thanksgiving meant eating too much and falling asleep on the couch with your family rather than fighting shoppers in crowded stores for a 40-inch smart TV that's on sale.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ClearAction
NOVEMBER 21, 2015
Customer Experience for the Future — Key #4: Collaboration Earns Trust. Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in touch with reality? Most companies relinquish customer experience management to the customer-facing functions.
Beyond Philosophy
NOVEMBER 26, 2015
Airbnb’s business continues to grow, as do the concerns of many hotel chains. But not Hilton. Their CEO claims the Airbnb business is a segment of the market and nothing more. Whilst I agree that the Airbnb is a different segment of guest, ignoring the Airbnb segment is to Hilton’s peril. Why? It indicates a change in business as usual. The idea is disruptive to how people choose to stay away from home.
InMoment XI
NOVEMBER 25, 2015
[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.
Influitive
NOVEMBER 26, 2015
Those who work at not-for-profit organizations love being part of a community. That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. However, the program didn’t give Blackbaud’s passionate advocates many activities to do—or a lot of professional perks. Amy Bills , Customer Marketing Director at Blackbaud, knew they could do better if they rethought their approach to customer advocacy.
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ijgolding
NOVEMBER 24, 2015
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience.
Beyond Philosophy
NOVEMBER 22, 2015
How do you lead in times of turmoil or growth? The answer is: leadership and communication. In times of turmoil, people look to leaders to lead. All too often in corporate life, however, these times are when leaders run and hide. To that end, here are ten things leaders need to do in times of turmoil and growth : Be seen and seen often. Their teams need to see them as a constant even when everything else is changing.
InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional.
Think Customers
NOVEMBER 24, 2015
One of the conveniences that consumers look for heading into the holiday shopping season is the ability to order products online and then pick them up at a store. In fact, nearly one-third of U.S. shoppers say they plan to purchase gifts online and pick these items up in-store, according to a recent Shopatron study. That's great news for retailers, since 40 percent of consumers make additional purchases when they come to a store to pick up a purchase.
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.
Experience Matters
NOVEMBER 26, 2015
Whether or not you’re celebrating Thanksgiving, I hope that you have a wonderful day and take the time to give thanks for the many positive things in your life. And while your being thankful, here are some ways to earn thanks from your customers: Every Thanksgiving I also like to share this picture. It demonstrates how important it is to understand your audience and to consider the subtle elements of experience design.
Kayako
NOVEMBER 26, 2015
Have you ever felt like an outsider when dealing with a different department? Maybe you feel slightly intimidated by the sales team, or don’t fully understand what the engineering team is doing. It seems like the accounting team doesn’t ever want to talk, but you can’t get the marketing team to shut up! You’re relieved when it’s time to return to the comforting arms of the customer support team.
Eptica
NOVEMBER 27, 2015
Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.
Think Customers
NOVEMBER 25, 2015
Size shouldn't matter, but for small businesses, size often indicates an unavoidable disadvantage. By nature, big box stores have the ability to slash prices and advertise deals in ways that small businesses simply can't afford. Yet, these smaller shops commonly serve as the backbone for many prosperous communities, providing jobs to local citizens and giving back to those in need.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Strativity
NOVEMBER 24, 2015
It’s coming. The day after Thanksgiving, commonly known as “Black Friday,” is almost upon us. It’s a hugely profitable day for retailers. For some consumers, it is a day for the savviest of shoppers to nimbly lace up their Nikes and sprint through the aisles of their local department stores to snatch up the best deals on even more Nikes and perhaps a few big-screen TVs.
Tricia Morris
NOVEMBER 22, 2015
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016, 89% of companies expect to compete mostly on the.
Eptica
NOVEMBER 25, 2015
Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. Author: Pauline Ashenden When it comes to customer service, consumers want the ability to contact you through their channel of choice and get the same positive experience - receiving fast, accurate and consistent answers - however they get in touch.
Micah Solomon
NOVEMBER 26, 2015
The goal of a customer service/ customer experience initiative – what you can ultimately hope to accomplish – is to learn what your customers appreciate, tolerate, and actively dislike, and to creatively redeploy your attention and resources in ways that help you win customer loyalty and improve your bottom-line success. In other words, it’s all about getting your company to think like a customer.
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
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