Experience Investigators by 360Connext

NOVEMBER 2, 2015

For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and parking lots. In the last few months, I’ve had the privilege of getting an up-close […]. The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting.

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Sports Consulting Customers Customer Experience 250

InMoment XI

NOVEMBER 16, 2015

As a Master Black Belt at General Electric, I got to see the rise & fall of 6 Sigma. For those of you less than familiar with 6 Sigma, 1) thanks for already proving my point and 2) it’s a data-driven process improvement methodology that seeks to reduce customer defects. (Check out this definition.

Customer Experience 276

Customer Experience Definition Article Customers 276

Customer Bliss

NOVEMBER 19, 2015

Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey. The Five Competencies come together to tell the story of your customers’ lives.

Engagement 205

Engagement ROI Leadership Customers 205

Beyond Philosophy

NOVEMBER 3, 2015

Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

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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.

Customers

Win the Customer

NOVEMBER 2, 2015

In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].

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Customer Service Customer Centricity Communication Customers 137

Experience Investigators by 360Connext

NOVEMBER 19, 2015

1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at Intuit and opening keynote speaker at a conference called Delight, told the story of how 10 years ago Intuit, […]. The post 3 Lessons re: Design Thinking and Customer Delight appeared first on Customer Experience Consulting.

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Consulting Customers Customer Experience Innovation 277

Customers That Stick

NOVEMBER 17, 2015

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Customer Service 159

Customer Service Customers Blog 159

Customer Bliss

NOVEMBER 17, 2015

When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized. Establish your first version of the growth or loss of your customer asset and key customer behaviors to watch — using the data you have now. The key is to begin. Then evolve from there. Don’t wait until the systems are all perfect.

Metrics 160

Metrics Customer Retention Customer Relationships Customers 160

Beyond Philosophy

NOVEMBER 10, 2015

In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Were you hoping for something more complicated? It isn’t complicated.

Books 154

Books Consulting Insights Connections 154

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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

Retail

Win the Customer

NOVEMBER 5, 2015

Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to carry buying and value trends. In population and workforce representation, […].

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Customer Base Customers Marketing Communication 124

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors.

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2015 Net Promoter Score 2012 2014 113

Think Customers

NOVEMBER 15, 2015

Stephen R. Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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2015 Customer Experience Blog Customers 107

iPerceptions

NOVEMBER 11, 2015

With the power to drastically enhance the customer experience , beacon technology offers a lot of potential to retailers. Whether it's a simple welcome message, a coupon or a promotion on your mobile, retailers are increasingly trying to engage customers by enhancing the in-store experience by leveraging beacon technology.

Retail 109

Retail Technology Engagement Customer Experience 109

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.

Customer Insights

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work. Achieving this can only occur when there is consensus on how to measure this growth or loss, and that leaders start to use the language in a united manner to shift from survey score f

Leadership 160

Leadership Chief Customer Officer Engagement Books 160

Beyond Philosophy

NOVEMBER 12, 2015

“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious.

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Consulting ROI Reference Interaction 147

Win the Customer

NOVEMBER 17, 2015

Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s success can make the difference in the survival of the […].

Customer Service 120

Customer Service Customers Management Communication 120

Customers That Stick

NOVEMBER 3, 2015

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Customer Service 149

Customer Service Customers Blog 149

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

Contact Center

Think Customers

NOVEMBER 10, 2015

Most business leaders would be thrilled to have their companies be able to deliver a differentiated customer experience. But many organizations are often hamstrung by a lack of insights about individual customers and process gaps that are needed to provide personalized, smooth, and tailored experiences. This can manifest itself in customer service interactions when a poor customer experience can result in desertion.

Customer Service 107

Customer Service Blog Brands Customers 107

ClearAction

NOVEMBER 3, 2015

Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101

Customer Bliss

NOVEMBER 5, 2015

The five competencies of your customer-driven growth engine are comprised of a series of actions and decisions that impact both the operation of your business and its cultural disposition. Over time, the customer experience competencies will move from being disruptive to part of business as usual. In this evolution, leadership and employee behavior will mature from requiring facilitation to natural collaboration once skill sets have become embedded throughout the organization.

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Chief Customer Officer Leadership Culture Customers 199

Beyond Philosophy

NOVEMBER 20, 2015

In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.

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2002 Books Consulting Presentation 138

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.

Marketing

Win the Customer

NOVEMBER 10, 2015

Bad customer service experiences don’t just impact one customer. The costs of bad service compounds as poorly trained agents continue to make critical mistakes in the customer relationship. According to a new study by New York Times bestselling authors, Joseph Grenny and David Maxfield bad customer service experiences cost the average company $54,511 annually per employee.

Customer Service 145

Customer Service Customer Relationships Customers Management 145

Customers That Stick

NOVEMBER 10, 2015

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 143

Customer Service Customers Blog 143

Think Customers

NOVEMBER 17, 2015

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback. In addition, Customer Champions also gather customer insights from a variety of sources in order to better understand what customers want and to continually improve upon the customer experience.

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Customer Insights Insights 2015 Customers 104

PeopleMetrics

NOVEMBER 3, 2015

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies. If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising.

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Customer Experience Customer Centricity Download Technology 100

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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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