Experience Investigators by 360Connext

JANUARY 5, 2017

Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […]. The post 3 Powerful No-Sweat Customer Experience Quick Fixes appeared first on Customer Experience Consulting.

2017 216

2017 Customer Experience Consulting Call Center 216

Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” ” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.”

2017 236

2017 Connections Omnichannel Article 236

InMoment XI

JANUARY 10, 2017

In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery. But how does an organization, when considering a mystery shop program to assess site-level compliance, ensure maximum benefit while meeting budgetary. View Article

2017 354

2017 Financial Metrics Measurement 354

Alida

JANUARY 18, 2017

For the past century, cars have been an integral part of the American dream. Owning a vehicle provides more than just convenience. Cars represent freedom, fun and self-expression. At least until recently, having a car was synonymous with independence, especially for young people. All of that’s about to change. In the near future, car sharing and mobility platforms will become an attractive alternative to car ownership.

2017 179

2017 Automotive Retail Competitive Advantage 179

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CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […]. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge. Blog Featured

2017 133

2017 Net Promoter Score NPS Article 133

Experience Investigators by 360Connext

JANUARY 11, 2017

Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […]. The post How to Make Customer Experience Magic with Co-Creation Sessions (part 1) appeared first on Customer Experience Consulting.

2017 196

2017 Customer Experience Consulting Innovation 196

Customer Bliss

JANUARY 18, 2017

Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. More often than not, customers are already upset before they contact your customer service team.

2017 212

2017 2014 Interaction Contact Center 212

InMoment XI

JANUARY 19, 2017

As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers. While there. View Article

2017 227

2017 Measurement Article Customer Experience 227

Alida

JANUARY 19, 2017

The competitive activewear market is about to get a lot more crowded. According to Recode , e-commerce giant Amazon is preparing to launch its own activewear private label brands. If the rumor is true, Amazon will challenge industry leaders like Nike, Lululemon and Under Armour in the $44-billion active apparel market. Amazon’s interest in activewear shouldn’t come as a surprise given the massive growth of this space.

2017 167

2017 Retail Apparel 2016 167

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Joe Rawlinson

JANUARY 19, 2017

Company Culture Trickles Down From the Top. The most successful businesses and brands typically follow the same path when it comes to leadership. If your employees and company culture are a priority to you, your customers and their experiences will be a priority to your employees. Leading by example is critical to the success of your company and is the beginning of what is known as the “waterfall effect.”

2017 107

2017 Culture Customer Centricity Leadership 107

ShepHyken

JANUARY 17, 2017

Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!

2017 115

2017 Net Promoter Score Metrics Measurement 115

Experience Investigators by 360Connext

JANUARY 27, 2017

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. And innovation is one […]. The post Are Your Employees Engaged to Tell You the Truth? appeared first on Customer Experience Consulting.

2017 181

2017 Engagement Innovation Employee Experience 181

Customer Bliss

JANUARY 24, 2017

Podcast Episode Overview. One of the most interesting things about this episode to me is where Scott began his pathway to the CCO role. Namely: Human Resources. You don’t see as many CCOs come from HR, but it makes sense. One of Scott’s first key roles, for example, was building out an employee retention strategy.

2017 194

2017 2009 Customers Leadership 194

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InMoment XI

JANUARY 19, 2017

As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers. While there. View Article. Financial Services

2017 200

2017 Measurement Article Customer Experience 200

Alida

JANUARY 26, 2017

Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year. With a retractable roof and an origami-like exterior design, the $1.5

2017 174

2017 Sports Entertainment Webinar 174

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. Simply put, between conversion and churn.

2017 91

2017 Books Customer Experience Consulting 91

ShepHyken

JANUARY 31, 2017

Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace. Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business? Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why. The purpose of entertainment is to create the desired emotional response from the audience.

2017 98

2017 Books Entertainment Airlines 98

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Experience Investigators by 360Connext

JANUARY 23, 2017

So you’d like to plan a customer co-creation session… That’s great news! A lot of magic will happen when you get your customers together to share their best ideas. (If If you’re not sure this is for you, consider the outstanding benefits and approach discussed last week in part 1 of this series.) But assuming you’ve figured out how […].

2017 132

2017 Consulting Customer Experience Innovation 132

Customer Bliss

JANUARY 31, 2017

A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” ” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends. If you boost customer experience, you boost revenue. Yes, yes, and yes. But it’s still a question out there to many people.

2017 214

2017 Banking Culture Definition 214

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are. View Article. General

2017 200

2017 Feedback Customer Experience Professionals Article 200

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. Just eight percent of marketing leaders have taken the crucial step of auditing and assessing the end-to-end customer experience.

2017 91

2017 Marketing Customer Experience 2016 91

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Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, tools often get elevated to “laws of human behavior” even in the absence of empirical data or evidence.

2017 89

2017 Customer Experience Customer Service Training Presentation 89

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

2017 95

2017 Article B2C Customer Service 95

Beyond Philosophy

JANUARY 30, 2017

I have lied about this. I’d wager you have, too. Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience? For my part, I’d say the answer is a resounding yes.

2017 143

2017 Books Consulting Presentation 143

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. If not — or if you’re in the earlier planning stages of it — let me run through an approach I use with a lot of clients (and have used in my own work in companies). Like much of what I do and speak about, it’s rooted in the five-competency framework.

2017 197

2017 Chief Customer Officer Leadership Customers 197

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