InMoment XI
AUGUST 26, 2015
Many companies treat Customer Journey Mapping (CJM) as a major undertaking, and for good reason. For those who have never done CJM, a first-time journey map can provide valuable insight into how customers experience the brand. It brings employees across the enterprise to a greater awareness of customer needs. It highlights major customer pain points. View Article
Experience Investigators by 360Connext
AUGUST 24, 2015
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up […]. The post Get Your Experience Strategy Ready for the 4th Quarter! appeared first on Customer Experience Consulting.
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Customer Bliss
AUGUST 20, 2015
I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned. Loyalty is often defined in this manner because someone has run numbers to correlate that customers who own two products rather than one are more loyal or worth more.
Customers That Stick
AUGUST 19, 2015
Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. Those expectations are often pegged to price or to impressions created by the physical environment. In many cases, expectations are derived from the industry segment.
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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.
Bill Quiseng
AUGUST 10, 2015
Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 12, 2015
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement. View Article
Experience Investigators by 360Connext
AUGUST 19, 2015
Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? It’s not. It’s not any of these things, and yet I keep seeing blog posts and articles and podcasts and books that make these claims. It’s not new. It’s not a trend. And it’s not only […]. The post What Customer Experience Is NOT! appeared first on Customer Experience Consulting.
Customer Bliss
AUGUST 18, 2015
To enable a new state of customer listening, take these three actions: 1. Collect feedback from multiple sources to tell the comprehensive story of customers’ lives. When multiple sources of feedback point to the same issue or opportunity, you’ll see the company debate halt. There is power in convergence. Build one-company categorization of issues, so that they roll-up to volumes that command attention. Present information from multiple sources by stage of the experience.
Customers That Stick
AUGUST 11, 2015
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6 th , Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance as a customer service channel and to demonstrate how they can use the channel to generate effective results with customers.
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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.
PeopleMetrics
AUGUST 27, 2015
Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. OK, I made up that statistic. But I’m 97.4% sure it’s true.). A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine.
Beyond Philosophy
AUGUST 20, 2015
Your brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day. And we do these things automatically.
InMoment XI
AUGUST 10, 2015
Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice? View Article
Experience Investigators by 360Connext
AUGUST 11, 2015
A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. The intimate event was a chance to get to know customer experience leaders from brands in the Chicago area, as well as hear speakers from Zappos and Judson University. Happy to […]. The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting.
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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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Customer Bliss
AUGUST 25, 2015
When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back because they want to have your experience again. There are three repeated customer experience points that customers talk about through social media. When the three are delivered consistently, they earn you the right to new customer growth without the acquisition cost, plus organic growth from your existing customers. The repeated points are: 1.
Customers That Stick
AUGUST 4, 2015
We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly. Frontline reps share TMI in three primary ways: 1. Too Much Personal Information.
ijgolding
AUGUST 20, 2015
I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye.
Beyond Philosophy
AUGUST 18, 2015
I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us.
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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.
InMoment XI
AUGUST 25, 2015
During her time as Sr. Director of Strategic Research Services at MaritzCX, Funda Whitaker has learned a lot about what helps companies make great customer experience programs. She designs research projects that will give clients the information they need on what exactly their CX programs need. One of the most important things that all CX programs. View Article
Experience Investigators by 360Connext
AUGUST 13, 2015
A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal world, employees are empowered to use their best judgment to resolve customer issues without needing to seek approvals, jump through […]. The post What Does Employee Empowerment *Really* Mean? appeared first on Customer Experience Consulting.
Customer Bliss
AUGUST 6, 2015
When the power core is the customer, passion for customers prevails. Leaders are close to the customer and it’s often that leaders’ passion that built the business. Employees feel the handoff of that passion from founder through the ranks of the company is an inheritance. They know it’s theirs to pass on and nurture. Company decisions emanate from understanding what will drive the greatest value to customers in the short and long terms.
ClearAction
AUGUST 29, 2015
3 Types of Customer Experience Action Essential to ROI. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop.
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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!
Experience Matters
AUGUST 17, 2015
One of the themes from the positive psychology movement is the importance of sleep. Research has shown that happiness is very reliant on people getting enough sleep. Check out Ariana Huffington’s excellent Ted Talk where she identifies sleep as a critical ingredient to success. We decided to test that theory in our most recent study of 10,000 U.S. consumers.
Beyond Philosophy
AUGUST 4, 2015
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here.
InMoment XI
AUGUST 10, 2015
Ingrid Lindberg shares three pieces of advice for people taking over customer experience roles. Ingrid has served as Chief Customer Officer of several large healthcare corporations and currently helps CXOs and others running customer experience programs throughout the country as a consultant and speaker. If you’re a CX pro, do you agree with Ingrid’s advice? View Article. Healthcare
ijgolding
AUGUST 25, 2015
I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to life the effect (good, bad or indifferent) that Customer Experiences really do have.
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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!
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