InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
Amity
NOVEMBER 22, 2013
Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.
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Service Untitled
NOVEMBER 19, 2013
'In the world of social media, where consumers publicly speak out against poor customer service, it has been estimated that U.S. businesses can lose $60 billion in future sales of goods and services. A recent report from a cloud contact provider stated 85% of consumers retaliate against a company with bad customer service. “Customer rage”, as it is called, has caused 49% of consumers from doing business with a particular organization, and interestingly enough, the 18 through 34 yea
Andrew Maher
NOVEMBER 17, 2013
Just had to repost this here as it is a challenge to context and a move to ambient. Here the original post: [link] Computerworld – While shopping at the grocery store recently and wearing Google Glass, I got an incoming social media alert referring to a phrase used by the Pew Research Center: “ambient news.” Wait, […].
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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.
Touchpoint Dashboard
NOVEMBER 23, 2013
'Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. But let’s face it. Touchpoint measurement is not the easiest thing in the world to do, especially if you […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
Amity
NOVEMBER 14, 2013
That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.
Service Untitled
NOVEMBER 8, 2013
'No doubt we have all been victims of bad customer service, and no doubt we have left companies and moved on to their competition because the experience, at least in our own eyes for the moment, had been intolerable. Of course, we all have those particularly heinous stories of sub par service and indignant insults, but fair is fair, and perhaps some of those “fly off the handle” experiences could have been handled better; both by the customer and the service person.
Andrew Maher
NOVEMBER 13, 2013
I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more about this application on their own web page as well. [link] has won an award from Forrester for their […].
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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
Brad Cleveland Blog
NOVEMBER 7, 2013
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.
Touchpoint Dashboard
NOVEMBER 5, 2013
'“Two roads diverged in a yellow wood, And sorry I could not travel both And be one traveler, long I stood And looking down one as far as I could To where it bent in the undergrowth;” -Robert Frost, from his poem “The Road Not Taken When Robert Frost wrote “The Road Not Taken” in […].
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
Amity
NOVEMBER 13, 2013
The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
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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Customer Interactions
NOVEMBER 14, 2013
'A recent poll indicates that New Yorkers support the increased use of security cameras throughout the city. This begs the question: Is having more cameras better? While having more cameras is certainly a good start, using smarter video surveillance is an even better approach. So how can cities achieve this? Add intelligence to video with analytics By themselves, video cameras don’t see anything; they provide a mechanism for human eyes to detect what’s going on.
Andrew Maher
NOVEMBER 8, 2013
As part of the Twittersphere and the data provided via its API I was curious as to how people here across EMEA from Scandinavia down to the Cape were accessing and tweeting. So, over a few months I tracked the use and have now compiled the results. This is in no way comprehensive and there […].
Brad Cleveland Blog
NOVEMBER 7, 2013
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.
Aveus
NOVEMBER 4, 2013
Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target. In business the risk is that individuals, functions or even your whole company could be unwittingly marching away from the outcomes that would yield the best performance for your company.
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
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
Amity
NOVEMBER 26, 2013
Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue. But a customer’s investment in your service goes beyond a monthly financial transaction.
Customer Interactions
NOVEMBER 27, 2013
'As the use of smartphones and other mobile devices becomes more prevalent, we’ve grown accustomed to ‘capturing [and sharing] the moment’ on these devices using various apps like Instagram, WhatsApp, and Twitter. Think about spotting a celebrity or passing a witty billboard – we instinctively reach for our phones to share this information with others.
Annie Tsai
NOVEMBER 18, 2013
I love this infographic – simply said, delivering on customer experience delivers on long term growth.
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.
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
InMoment XI
NOVEMBER 27, 2013
I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey. View Article.
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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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