December, 2016

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5 Key Benefits of Incorporating Social Media into Your CX Plan

InMoment XI

It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before. This is especially true in social media. Without conducting any formal research, companies can go onto sites like Facebook, Twitter and, review sites like, Yelp to discover the most detailed.

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Achieve Stellar Customer Service with the Aloha Principle

Experience Investigators by 360Connext

Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The secret may be that they have a sunny outlook on life that comes from living […].

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The fundamental flaw in customer journey mapping—and how to fix it

Alida

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint.

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Blending Customer Success and Customer Experience, With Dayton Semerjian – CB31

Customer Bliss

Episode Overview. Dayton Semerjian was a Chief Marketing Officer four times. Because his ultimate goal was moving towards a CEO role, he shifted a bit — and ran a $600 million P&L and then a $2.5 billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be su

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Beware: Are YOU on Your Employee’s Naughty List?

Beyond Philosophy

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

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Is Customer Experience Just About Chasing a Great Score?

InMoment XI

A couple of years ago, on a day I had taken off from work, I took my car to the local dealership for some routine servicing. When I arrived the dealer said they did not have my appointment logged in their calendar and were completely booked for the day. The dealer was very apologetic and.

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5 Customer Feedback Hacks: Going Beyond the Surveys

Experience Investigators by 360Connext

You want to create experiences customers will want to return to. It’s no sectet that learning what customers really want and need is a key component to this! But while asking a few basic questions in a monthly survey might help, it’s not enough to help you really understand your customers’ needs. For feedback that informs you on how to […].

Feedback 230
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5 ways customer feedback can improve your content marketing strategy

Alida

Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. For example, content marketing costs 62 percent less than outbound marketing and generates more than three times as many sales leads.

Feedback 213
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Customer experience improvement program: 2017 assets

Customer Bliss

It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. It’s a series of competencies I’ve worked on over my career and within the past year.

2017 183
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The 2023 Verint Experience Index: Retail

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

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Your ‘Must Have’ Features For Successful Online Shopping

Beyond Philosophy

There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.

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The Top 10 Customer Experience Articles of 2016

GetFeedback

The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web.

Article 150
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Election Poll Failure: Do CX professionals Face a Similar Fate?

InMoment XI

On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step.

Article 329
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Guest Blog: Why Customer Satisfaction Is a Myth

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. I agree! There is a big difference between satisfied customers and loyal customers. Satisfactory is a rating. Loyalty is an emotion. – Shep Hyken. Remember the days when “another satisfied customer” was the greatest mark of success for any brand?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Building a fintech ecosystem: Why customer experience should come first

Alida

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm.

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CCO Forum 2017: Why you need a Chief Customer Officer

Customer Bliss

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect.

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Want More Sales? Give All Your Money Away!

Beyond Philosophy

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations.

Sales 141
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20 Customer Experience Influencers to Follow in 2017

CustomerGauge

2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. Through our work we have a daily exposure to these thought leaders and always enjoy learning about best […]. The post 20 Customer Experience Influencers to Follow in 2017 appeared first on CustomerGauge.

2017 0
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Stop Chasing the Score

InMoment XI

Scores, the very mechanism intended to rally employees around improving customer experience, often lead to employees taking their eyes off the ball. Some company cultures become so obsessed with turning arbitrarily labeled “Detractors” and “Passive” customers into “Promoters,” that they seem to forget that a great customer experience is the desired outcome.

Culture 249
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5 Top Customer Service Articles For the Week of December 5, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

2016 122
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10 massive business trends that will shape 2017 and beyond

Alida

For business leaders, the new year is often a time to reflect on the biggest business trends shaping the corporate world. It’s a time to reset, as well as look forward. There isn’t a shortage of predictions on what the next year will bring, and spotting the business trends that truly matter can be difficult. To help you separate the short-term fads from the disruptive trends, we’ve done the work for you.

2017 0
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Chief Customer Success & Happiness Officer, With Amy Downs – CB32

Customer Bliss

Episode Overview. Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Her path to this role started as a software engineer. Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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The Critical Question To Ensure Progress

Beyond Philosophy

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score. They no longer see it climb the way it once did.

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How the “Internet of Things” Will Revolutionize the World of Customer Experience

CustomerGauge

The “Internet of Things” (IoT) is easily the biggest buzzword in the tech sphere to break out into the mainstream in 2016. Just check out the search volume in that Google Trends data! We’ve seen smart home devices, one-button product purchases, and even the prospect of an employee-less supermarket (Amazon, take a bow). Rather than questioning whether […].

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Did You Know You Were Being Rated?

InMoment XI

As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the.

Feedback 227
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What 1000 Consumers Say About Bad Customer Service

Kayako

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? 6. What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising.

Consumers 116
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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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