Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. . In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Beyond Philosophy

OCTOBER 2, 2017

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

InMoment XI

OCTOBER 10, 2017

What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine. All employees across the board would be in sync with projects and strategic initiatives that are taking place, there would not be.

Roadmap 273

Roadmap Article Customer Experience Customers 273

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! J Cubed!! RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers!

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Advertisement

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

ShepHyken

OCTOBER 3, 2017

Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company.

Customer Journey Mapping 185

Customer Journey Mapping Touchpoint Consulting Customer Journey 185

Alida

OCTOBER 26, 2017

“Young people need to be asked what matters, not told what matters.”. – Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers. No matter what you call them, the millennials (or Gen Y), those born between 1980 and 1995, are the biggest age grouping in American history. Now in their prime spending years, this generation is set to reshape economy as we know it, and the $3 trillion health care industry will be no exception.

Insurance 188

Insurance Consumers Hospitality Retail 188

ReviewTrackers

OCTOBER 25, 2017

This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690. Social media can serve as a testing ground for businesses, nurture customer relationships and provide brand identity.

Social Media 154

Social Media B2B Advertising Customer Relationships 154

InMoment XI

OCTOBER 3, 2017

An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have. My wife recently had two experience that drove home the importance.

Article 260

Article Customer Experience Customers 260

Experience Investigators by 360Connext

OCTOBER 16, 2017

Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most customer-centric thing you might read today! “Even lawyers have a sense of humor.” This refrain gained a lot of traction quickly!

Customer Centricity 175

Customer Centricity Culture Customers Consulting 175

Advertisement

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

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer.

Customer Service 157

Customer Service Metrics Interaction Customers 157

Customer Bliss

OCTOBER 10, 2017

Episode Overview. In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Much of his methodology is rooted in seven work streams. We discuss those, and then how to turn the work streams (strategic level) into execution-level elements. .

Customer Experience 154

Customer Experience 2014 2016 2012 154

Alida

OCTOBER 20, 2017

Digital transformation means your patients are also customers. Health care organizations looking to succeed at digital transformation must be sure they are reading patient charts correctly. With the health care IT market expected to be worth $280.25 billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Beyond Philosophy

OCTOBER 9, 2017

Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.

Webinar 146

Webinar Books Interaction Consulting 146

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

InMoment XI

OCTOBER 12, 2017

Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience.

NPS 266

NPS Net Promoter Score 2003 Measurement 266

Experience Investigators by 360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!” Wow! (Who knew!?) Now leaders worldwide are resolving to improve CX. Yay! But here’s the thing: Few actually understand what the best CX leaders do with this knowledge.

Net Promoter Score 231

Net Promoter Score NPS Customer Centricity Leadership 231

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. The sign read as follows: Trans fare ncy [Trans-fair-uhn-see] n. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees.

Airlines 155

Airlines Travel Advertising Customer Service Training 155

Customer Bliss

OCTOBER 31, 2017

Episode Overview. In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Plus, Anne shares the strategy and game plan that helped her succeed in this role.

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

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

Alida

OCTOBER 27, 2017

Video killed the radio star, but e-commerce hasn’t killed bricks and mortar retail. Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Even in the era of Amazon, only about a fifth of U.S. consumers are primarily online shoppers , according the National Retail Federation’s quarterly Co

Retail 154

Retail E Commerce E-support Entertainment 154

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.

Banking 143

Banking Webinar Books Customer Centricity 143

Heart of the Customer

OCTOBER 12, 2017

Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our […].

Customers 166

Customers Customer Experience 166

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around

Download 124

Download White Paper Customers Customer Service 124

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

ShepHyken

OCTOBER 25, 2017

I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken. Rico asked my friend if he wanted the croutons left off the salad.

Customer Service 146

Customer Service Customer Service Training Customers Information 146

Customer Bliss

OCTOBER 3, 2017

Episode Overview. Multi-time CX leader Enrique and I have a frank conversation about when it’s time to evaluate if the CX role you’re in has the advocacy you need to be successful, and how to get traction when you’re in the right environment for success. . About Enrique. Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain.

Chief Customer Officer 125

Chief Customer Officer ROI 2004 2015 125

Alida

OCTOBER 5, 2017

If you want to create a successful customer experience (CX) ecosystem, someone needs to take charge. Joint research released by CMO Council, SAP Hybris and SellingPower magazine suggests it’s sales and marketing who should take joint command. But the study also found most enterprises lack coordinated, centralized CX leadership, leaving “this vital revenue-directing opportunity area without oversight and collective direction.”.

Sales 140

Sales Marketing E Commerce Magazine 140

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.

Hotels 136

Hotels Consulting Customers Webinar 136

Advertisement

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

Customer Service Representative