March, 2016

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5 Ways One-on-One Customer Communication Builds Loyalty

Experience Investigators by 360Connext

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […].

2016 185
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3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening.

2016 195
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Banks: CXEvolution From a Customer Experience Perspective

InMoment XI

Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer. View Article

2016 266
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What is customer intelligence? How a deeper customer understanding drives revenue and sales

Alida

The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers. Your customers now have constant access to a world of information about both your company and your competitors, and they’re putting that information to use.

2016 172
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Nancy Friedman: 7 Steps to Satisfied Customers

Bill Quiseng

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” ” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service. Can you tell I’m a big fan?)

2016 127

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5 Important Steps to Win the Moment With Customers

Experience Investigators by 360Connext

We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are changing the way brands market themselves and build those relationships. Today, millennials say they’re influenced […]. The post 5 Important Steps to Win the Moment With Customers appeared first on Customer Experience Consulting.

2016 208
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8 Customer Experience Quotes You Need To Know

Customer Bliss

In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies. In the process, when these leaders speak and give interviews, they produce some amazing customer experience quotes.

2016 164
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Why Effective CX Programs Must Drive Business Outcomes

InMoment XI

Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates. View Article

2016 227
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Customer intelligence in the mobile world: How to achieve mobile-first research

Alida

At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business. Customers today lead a great part of their lives on their mobile devices.

2016 180
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

Bill Quiseng

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.

2016 122
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Stop Making These Mistakes with Your Customer Experience

Beyond Philosophy

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen. After all, everyone makes mistakes. Even great inventors make mistakes. Thomas Edison is quoted as saying, “I have not failed.

2016 113
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What do Trends from SXSW 2016 Mean for Customer Experience?

Experience Investigators by 360Connext

It was my 7th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […]. The post What do Trends from SXSW 2016 Mean for Customer Experience? appeared first on Customer Experience Consulting.

2016 189
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Growing Leadership Listening Skills With 6 CX Recipes

Customer Bliss

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You don’t need to spend millions on a “satisfaction” survey. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. By using the “one-company” listening path (competency 3) that your organization creates, you receive a constantly refreshing source of information organized by journey stage.

2016 154
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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Why Effective CX Programs Must Drive Business Outcomes

InMoment XI

Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention. View Article. Automotive

2016 200
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Creating a “Heart-Wired” organization – an interview with Chrisie Scott, VP Marketing at Meridian Health

Heart of the Customer

While all customer experience strategies are important, healthcare brings it to a whole new level. Patient experience, and the potential for harm, amps up the significance of customer experience principles, creating literally life-changing outcomes. That’s why I really enjoyed working with Chrisie Scott, VP Marketing at Meridian Health, a leading and still growing integrated health […].

2016 113
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To WOW Customers, Listen and Care

Customers That Stick

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 Blog customer-service-techniques

2016 112
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The Secret to Rewarding Customer Loyalty

Beyond Philosophy

When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts. Up until now, Starbucks Rewards members have earned a point every time they make a purchase.

2016 113
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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How to Improve Customer Service Training with Simple Metrics

Experience Investigators by 360Connext

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their efforts to improve customer service training, in order to bring staff members up to scratch. However, actually achieving the goal […]. The post How to Improve Customer Service Training with Simple Metrics appeared first on Customer Experience Consulting.

2016 165
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How To Boost Customer Desire vs Tolerance Of Your Experience

Customer Bliss

Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. And sometimes those desires can be simple. Go back to listening to customers and learn how achievable customer desire may be.). Think of experiences you’ve had that were astounding in how they impacted you. Isn’t there is a desire to repeat those experiences?

2016 171
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Why Effective CX Programs Must Drive Business Outcomes

InMoment XI

Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention. View Article

2016 200
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An Inside Look at the Customer Experience Strategy of Mercedes-Benz

PeopleMetrics

Joseph A. Michelli’s recent book, Driven to Delight , is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered. And here’s what resulted from the exchange. George Jacob: Joseph, what compelled you to write about the customer experience transformation at Mercedes-Benz USA?

2016 74
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5 Ways to Supercharge Your CX Strategy

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

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Inside Customer Success: LinkedIn

Amity

Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. With more than 414 million members worldwide, LinkedIn is the world's largest professional network on the Internet. The company has a diversified business model with revenue coming from talent solutions, marketing solutions, and premium subscription products. Headquartered in Silicon Valley, LinkedIn has offices across the globe.

2016 91
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The British Airways pilot who got off his bum! How to wow customers with the unremarkable

ijgolding

Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced. ‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do! What makes the experience all the more amazing, is that what actually happened is not really anything that remarkable!!

2016 81
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Obsessing over CX for Millennials Ruins It for Everyone!

Experience Investigators by 360Connext

Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about anything to attract this demographic. They are considered different. They are different. They are the first generation who grew up with instant and […]. The post Obsessing over CX for Millennials Ruins It for Everyone! appeared first on Customer Experience Consulting.

2016 160
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Are Your Customers at the Heart Of Business Decision Making?

Customer Bliss

Business decision making has a power core. Knowing the heart and pulse that drives business decisions tells you a lot about how to move forward in customer experience. When customers are the heart of your business decision making, leaders are united in efforts to deliver a reliable and differentiated customer experience. Customer needs drive the overall plan for what’s developed and delivered.

2016 150
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Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!