InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Customer Bliss
JANUARY 21, 2016
Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention. Operational Performance Metrics Measure Customer Asset Growth.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
JANUARY 18, 2016
Ever blown it with a Customer? Sure. We all have. Mistakes are part of being human, after all. But hopefully, you learned from it, made your sincere apology, and carried on. Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Remember when the CEO of Lululemon Chip Wilson said the reason that their pants weren’t wearing well was because the pants weren’t made for all women’s bodies—particularly those
Win the Customer
JANUARY 19, 2016
Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Seventy percent of companies agree that retaining customers is cheaper than acquiring new ones, an Econsultancy report on cross-channel marketing found.
Advertisement
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
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 20, 2016
Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry. It means changing the direction of the conversation to get back to your core message.
Experience Investigators by 360Connext
JANUARY 20, 2016
It’s important to have rules. There is no doubt about that. In any organization, we need processes and rules to help establish what the expectations are. But having a list of rules without connecting them to a WHY is a recipe for disaster. Give you people a mission with meaning. Companies need a mission, but […]. The post Empowering Employees: Do Your Rules Beg to be Broken?
InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Customer Bliss
JANUARY 19, 2016
Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.
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
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. This report has rich insights about both B2B and B2C customer experience.
Ian Williams
JANUARY 20, 2016
Following our last blog post You’ve done Journey mapping? So what? , I was approached by Tema Frank from Frank Reactions to do an interview about journey mapping, and this is it… [link]. The post Interview – Customer Journey Mapping appeared first on Jericho - Customer Experience.
InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Customer Bliss
JANUARY 19, 2016
Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.
Advertisement
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.
.png)
Think Customers
JANUARY 18, 2016
For retailers, strategies for engaging with customers continuously change. Today, at the National Retail Federation's Big Show in New York City, some strategies and trends like enabling mobility, using data to engage in real time, and seamlessly linking the customer experience, remain top of mind for many of the 34,000 attendees. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
ClearAction
JANUARY 16, 2016
New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and one of three things usually happens: (a) the trend is in the “safe” zone, so everyone breathes a sigh of relief and goes about their business as usual, (b) the trend i
InMoment XI
JANUARY 19, 2016
What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.
Customer Bliss
JANUARY 19, 2016
Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.
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.
ijgolding
JANUARY 19, 2016
I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles – are very much led by US based organisations first. This is not to say that all ‘things’ founded in the US are appropriate to all of us, but in most cases, they are.
Natalie Petouhof
JANUARY 19, 2016
Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. (BTW the Waldorf Astoria has great customer service!!!). MY POV: My overall take away is that Oracle has built / are building the most comprehensive cloud offering – Data as a Service (DaaS), Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (Iaas).
InMoment XI
JANUARY 19, 2016
What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.
Think Customers
JANUARY 19, 2016
The European Union is taking a closer look at how big companies such as Google and Facebook are collecting customer data and whether these practices represent a breach of antitrust rules. While no competition issues have been found in this area, the EU's Commissioner for Competition, Margrethe Vestager, said at the Digital Life Design conference in Munich that the EU will continue to look carefully at the matter.
Advertisement
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
Eptica
JANUARY 22, 2016
Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. Author: Pauline Ashenden We’ve already covered the trends that have developed in customer service last year , and now is a good time to take stock and review the statistics on how customer service fared in 2015 – what went well, what went badly – and why.
iPerceptions
JANUARY 21, 2016
Now that consumers are empowered by technology and have more choices than ever, brands must adapt to this new business paradigm, and fast. And, like any other major business strategy, a customer experience initiative needs strong leadership to be brought to fruition.
InMoment XI
JANUARY 19, 2016
What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.
CX Journey
JANUARY 22, 2016
Image courtesy of Thomas Hawk I originally wrote today's post for Intradiem. It was published on their blog on August 20, 2015. How do you drive innovation within your organization? Do you think outside of the box to think outside of the box? When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going.
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
Expert insights. Personalized for you.
227 
Let's personalize your content