The Future of Customer Experience – Part 4
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome. christravell
February, 2014
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3 Words to Avoid for Better Customer Service Communication
Win the Customer
FEBRUARY 10, 2014
Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […]. Communication Customer Service Customer Experience engagement
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Creative Ideas to Gain Executive Attention and Empathy for Customers
PeopleMetrics
FEBRUARY 17, 2014
Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does. With competing priorities around revenue growth, operational efficiencies, and innovation, customers are often an afterthought on the executive agenda.
Be an ‘Undercover Boss’ to help employees please customers
Service Untitled
FEBRUARY 21, 2014
If you have ever tuned into the CBS show “Undercover Boss” where owners and corporate executives work undercover to examine their own companies, it is indeed an interesting concept that has aroused some significant awareness and changes in organizations. Of course, there’s always some interesting drama associated with the television production, but it’s that individual attention and demand for fair treatment and loyalty that sustains success and growth for all of us.
The 2023 Customer Experience Management Value Index
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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.
On Valentine’s Day, spread a little love to your customers
Amity
FEBRUARY 13, 2014
It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.
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The Future of Customer Experience – Part 3
InMoment XI
FEBRUARY 13, 2014
In the future, CE programs will have to be more of a dialogue, and the dialogue needs to be relevant to the customer. The days of a one way monologue where we take information from customers without giving anything back will be a thing of the past. This, and other thoughts, are in this week’s. View Article
How Good Customer Service Works
Win the Customer
FEBRUARY 3, 2014
Everyone uses customer service. Although it''s easy to be upset with the bad customer service, getting good customer service isn''t as easy as you think. Culture Customer Experience Customer Service Effectiveness
One Killer Way to Convince Executives that Customer Experience Data is Worth It
PeopleMetrics
FEBRUARY 5, 2014
I''ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs and tables and statistically significant differences. But your biggest challenge is in being able to influence this team of execs to take action on what you tell them.
Accessibility is Key to Customer Satisfaction in 2014
Comm100
FEBRUARY 19, 2014
When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility.
How to Leverage the Top CX Trends of 2023
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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.
The Four Gears of B2B SaaS – Part 1
Amity
FEBRUARY 18, 2014
Geoffrey Moore recently published a new edition of his classic high-tech marketing book, Crossing the Chasm , updated to be relevant for today’s markets. While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. To address newly relevant B2C markets, Moore adds a new model as an appendix. The Four Gears Model for Digital Consumer Adoption.
Laggard or leader. Where do you stand on the mobile experience?
Smith+co CX
FEBRUARY 6, 2014
This is the conclusion of Forsee in its latest Customer Experience Index, where Amazon hit top spot for best mobile retail experience - a testimony to the online giant’s brilliance in making it quicker, cheaper and simpler for the consumer to buy almost anything. And through its mobile app, it not only enables, but encourages its customers to compare prices of various products while walking in different stores - before, of course, buying from Amazon.
The Future of Customer Experience – Part 2
InMoment XI
FEBRUARY 5, 2014
Got a lot of good feedback from last week’s post so thank you. We continue the series on the future of CE with some more thought starters. As always, please let me know what you think. christravell
What is the Relationship Between Customer Service Quality and Market Share?
Win the Customer
FEBRUARY 10, 2014
Is there a relationship between the size of a company and its ability to deliver quality customer service? What does it mean for business success? Customer Experience Customer Service Management
How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX
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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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Even More Creative Ideas to Gain Executive Attention and Empathy for Customers
PeopleMetrics
FEBRUARY 27, 2014
Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about the customer experience? In last week''s article, Creative Ideas to Gain Executive Attention and Empathy for Customers , we said that executives need to feel and truly understand who their customers are and what it is to be a customer of their company. Here are two more of those creative ideas to bring customers to the forefront.
Great Moments in Selection Bias
GetFeedback
FEBRUARY 14, 2014
I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city. Articles
The biggest problem with Customer Success and how you can fix it
Amity
FEBRUARY 11, 2014
Wow – how could an industry with the words customer + success have a problem? Those two words combined speak to all things positive and problem free. So what could possibly be wrong? Big data, small data – all of that data! There certainly isn’t a lack of it. As a matter of fact there is probably too much of it – way too much of it to wade through.
8 Clever Ways Online Marketers Use Consumer Surveys
Upwave
FEBRUARY 18, 2014
Online marketers have a plethora of web tools at their disposal. We at Upwave are happy to see online marketing surveys becoming a more popular one, since they can inform a wide variety of business decisions.
Is Your CX Program Delivering the Results You Had Hoped?
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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.
Video: The Future of Customer Experience – Part 4
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome. christravell. Automotive
Great Customer Service Starts in the Staff Room
Win the Customer
FEBRUARY 19, 2014
Internal customer service, or servicing those who service your customers is vital to any business progressing, properly functioning, and continuing to establish a patter of exceptional customer experiences. As companies focus intently on improving the level of customer service they offer to clients, the quality of internal interactions within the business can become overlooked. This […]. Culture Customer Service Management
Tackle Tough Problems with Design Thinking & Customer Journey Mapping
Touchpoint Dashboard
FEBRUARY 10, 2014
“Most failures in industry are not that people can’t solve problems; it’s that they’re not always great at identifying the right problems to solve.” - John Kembel, Stanford d.School When John Kembel, founding member of the prestigious Stanford d. School, spoke those words at the recent Boulder Innovation Executive Forum, you could almost hear the […]. Blog Design Thinking Journey Map
GetFeedback and Salesforce, Better Together.
GetFeedback
FEBRUARY 5, 2014
GetFeedback for Salesforce delivers an integrated offering that allows you to create branded, mobile-ready customers surveys. Articles
5 Ways to Supercharge Your CX Strategy
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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!
A Fundamental Shift in Customer Service
Brad Cleveland
FEBRUARY 25, 2014
Call Center Contact Center Customer Experience Customer Relationships Customer Service Mobile Social Media Videos Brad Cleveland customer experience customer relationships mobile customer service
The Four Gears of B2B SaaS – Part 2
Amity
FEBRUARY 18, 2014
In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Of the Four Gears in the new B2B model (Land, Convert, Expand, and Enlist) all but the Land gear are relatively recent additions to the model.
Video: The Future of Customer Experience – Part 4
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome. christravell
10 Keys to More Meaningful Customer Service Teamwork
Win the Customer
FEBRUARY 17, 2014
Having to work in a team, and developing better customer service teamwork is one of the fundamental keys to a consistent customer experience. Customer Service
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