CloudCherry
FEBRUARY 1, 2018
The modern-day banking customer has evolved over the years. The dawn of the Digital Age has not only made it easier for customers to engage with banking institutions but also given them more choices. Customers are also more aware today. They’re looking for unique and delightful experiences. Experiences that make them want to keep going back to the same company.
Customer Bliss
FEBRUARY 16, 2018
Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.
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Experience Investigators by 360Connext
FEBRUARY 9, 2018
No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey?
GetFeedback
FEBRUARY 20, 2018
When it comes to improving CX, not all KPIs are created equal. Measuring customer effort score can prove to be the most potent source for CX insight.
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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.
ServiceDock
FEBRUARY 16, 2018
It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CloudCherry
FEBRUARY 26, 2018
Companies have forever been collecting feedback from customers. It’s never the intent that is under question. It’s the outcome – which is where most companies haven’t covered themselves in glory. Despite listening to customers endlessly, they still don’t know how to act on all that feedback. In addition, they’ve set up processes and policies in the name of a Voice of Customer program in order to capture customer expectations and create products/services accord
Customer Bliss
FEBRUARY 23, 2018
Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. In an article recently featured in Retail Drive, “ Why Best Buy is Investing in Employees ,” Corinne Ruff shares how Best Buy’s determination to invest in its employees is driving growth and success for the company.
Experience Investigators by 360Connext
FEBRUARY 12, 2018
Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people. Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace.
Beyond Philosophy
FEBRUARY 15, 2018
The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.
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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
Lumoa
FEBRUARY 6, 2018
The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.
TechSee
FEBRUARY 27, 2018
The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. The instantaneous nature of our lives has generated customer expectations for fast, simple, and efficient experiences that rival those of messaging, e-mail, media, and other online functionality available instantly via smartphones.
CloudCherry
FEBRUARY 16, 2018
Companies with the best-in-class Voice of Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher. So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
Customer Bliss
FEBRUARY 13, 2018
“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship w
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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ijgolding
FEBRUARY 5, 2018
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.
Beyond Philosophy
FEBRUARY 8, 2018
You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.
Currency Alliance
FEBRUARY 15, 2018
Retail brands can be saved; but not by conventional retail strategy. In an economy where it’s no longer possible to profit off physical goods, the most successful businesses today are migrating their profit centers on to services and experiences. While some retailers are making progress on this front, most continue struggling to face this reality. Their increasing woes are a consequence of their fixation on product margins.
Lumoa
FEBRUARY 13, 2018
There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?
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
CloudCherry
FEBRUARY 28, 2018
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers?
Peter Lavers
FEBRUARY 27, 2018
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions.
Customer Guru
FEBRUARY 26, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Beyond Philosophy
FEBRUARY 22, 2018
I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base?
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.
Michel Falcon Experience
FEBRUARY 25, 2018
Michel Falcon: Hey everyone, I’m Michel Falcon, and in this video, I’m going to share the seven tips that I use to build better interview processes, to build high performing teams, increase employee engagement, and build a more profitable company. Do you feel your interview process lacks structure? Have you been asking the same interview questions for years?
ShepHyken
FEBRUARY 7, 2018
It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new.
CloudCherry
FEBRUARY 24, 2018
Markets and businesses today are evolving rapidly. What doesn’t change is that building loyalty and retaining customers in the long-term is the only way brands can drive profitability. The attention span of customers is dwindling as a consequence of stiff competition. Delivering great customer experiences has become a lot more integral to improving loyalty.
Win the Customer
FEBRUARY 23, 2018
Public relations disasters are many companies’ worst nightmares. Whether it’s a common mistake that leads to a temporary bad reputation or a bigger problem that affects the future of your business, negative PR can be hard to recover from. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing.
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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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