InMoment XI
MAY 26, 2014
I’ve had the privilege of working with a diverse and rewarding group of clients over the past ten years, helping each to design and operationalize a customer experience strategy meant to breed loyalty and increased profitability. While each client situation is largely unique, both in terms of things that go well and in key areas.
Win the Customer
MAY 20, 2014
'Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily.
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GetFeedback
MAY 2, 2014
When you tie your Voice of the Customer program into your CRM, you can centralize customer data and deliver an outstanding customer experience.
Joe Rawlinson
MAY 5, 2014
'Your customers think they know who to talk to at your company to get their problem solved. The trouble is that your customers are wrong. Their assumptions are incorrect. Or you’ve changed since the last time they came to visit. It is your job to make sure you route your customers to the right place to solve their problem. This last week I visited a local government office to get a permit.
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Kristina Evey
MAY 7, 2014
'Thank You Notes Show You Care About Your Customers. Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends? My own personal experience is that I didn’t enjoy writing them at all. But, my mom had a point – “They made an effort to purchase a gift with you in mind.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 26, 2014
I’ve had the privilege of working with a diverse and rewarding group of clients over the past ten years, helping each to design and operationalize a customer experience strategy meant to breed loyalty and increased profitability. While each client situation is largely unique, both in terms of things that go well and in key areas.
Win the Customer
MAY 6, 2014
'You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience.
Service Untitled
MAY 6, 2014
'While we are all taught to make our customers our priority in business, do we as a rule offer the same service to the consumer who only frequents our store during the holiday buying season, or do we make exceptions and bend further to the left or to the right when it comes to mitigating bad customer experiences depending on the customer or how much they have spent?
Joe Rawlinson
MAY 12, 2014
'Do you like surprises? What about your customers? It is a great thing to pleasantly surprise your customers. However, if you know they are going to run into trouble or have an unexpected and unpleasant surprise, you need to step in there and make sure they aren’t caught off guard. The other day I went to In-n-Out Burger for lunch. After I placed my order, the employee reminded me that the burger comes with a Thousand Island-like sauce.
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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
Kristina Evey
MAY 1, 2014
'Successful orthodontists are the doctors that understand that the “Old School” method of practicing medicine simply won’t make it in today’s world. Patients are customers. Beyond quality orthodontic care, they are also looking for quality customer experiences and service. It’s a high touch industry and in need of more discussion and collaboration between the patient, their parents, and the orthodontist than has typically been seen.
CCO Council
MAY 20, 2014
'Now that “tweet” has become a verb, it seems that everyone has a Twitter, Facebook, Google+, and any other alphabet soup social media account. And rabid social media “experts” are calling for every C-level executive to embrace social media as part of their “new commitment to transparency.” Who cares whether or not the CCO tweets?
InMoment XI
MAY 26, 2014
I’ve had the privilege of working with a diverse and rewarding group of clients over the past ten years, helping each to design and operationalize a customer experience strategy meant to breed loyalty and increased profitability. While each client situation is largely unique, both in terms of things that go well and in key areas.
Amity
MAY 6, 2014
De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Pam looks at CSM from the perspective of the tools and platforms CSMs need. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.
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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Touchpoint Dashboard
MAY 18, 2014
'Touchpoint Dashboard is pleased to report that we recently served as a strategic sponsor at the 2nd Annual Walker B-to-B Customer Experience Summit held at the Arizona Biltmore Hotel in Scottsdale, Ariz, April 29-May 1. Walker Information is a renowned organization in the customer intelligence field, and has been for 70 years. We were honored to […].
Very Best Service
MAY 19, 2014
'Customer service teamwork The human factor plays a key role in the delivery of excellent customer service and everyone recognises that having a well motivated and trained customer service employee will make a massive difference when interacting with customers and racing against the competition. Companies should not ignore that they could make the boat go even faster with a stronger emphasis on teamwork.
Kristina Evey
MAY 15, 2014
'HEALTH CARE DEPENDS ON EMPATHY AND COMPASSION. The most important investment to make in health care? It''s not the technology, not the office flow, not the insurance contracts, but rather focusing on the needs of the individual patients as human beings. It''s focusing on the patient themselves. Now, all of the above listed areas are clearly quite important.
CCO Council
MAY 6, 2014
'A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. For better or for worse, business executives are primarily interested in increasing revenue, decreasing costs, and mitigating risk. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.
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
MAY 6, 2014
When it comes to facing challenges in our industry, we all feel the same pain. How do we make data meaningful? How do we engage customers? Let’s admit it, at times it’s even difficult to get people throughout our own companies to buy into the importance of listening to the voice of the customer at. View Article.
Alliance by IFS
MAY 20, 2014
The future is now. Using mobile devices you can remotely adjust your home thermostat from Your car can send an email reminding you to schedule an oil change or other needed maintenance. Home monitoring systems allows your remote access to your security and other systems via your mobile phone. These personal tasks are just the tip of the iceberg. What makes them possible is the Internet of Things (IoT) and Machine to Machine (M2M) technology.
Brad Cleveland Blog
MAY 19, 2014
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.
Joe Rawlinson
MAY 28, 2014
'I recently had a birthday and was surprised to see my email inbox flooded with birthday greetings from companies I’ve done business with. The problem was that many of these emails were a total waste of time. Are you sending useless birthday emails to your customers? Let’s find out. I got two types of emails which are particularly noteworthy.
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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.
Amity
MAY 27, 2014
Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. The problem is, I don’t know what to look for or where to start. What should I be looking for? Is there a way to “test” them to see if they have the right skill set?
CCO Council
MAY 28, 2014
'Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Over my years of experience working with scores of chief customer officers, I''ve found three steps that are crucial in successfully managing any crisis: Build Strong Customer Insight Before Crisis Strikes.
InMoment XI
MAY 6, 2014
When it comes to facing challenges in our industry, we all feel the same pain. How do we make data meaningful? How do we engage customers? Let’s admit it, at times it’s even difficult to get people throughout our own companies to buy into the importance of listening to the voice of the customer at.
Customer Interactions
MAY 8, 2014
'Technology always seems to evolve in ways that we cannot anticipate. Who would have thought that a cellphone would go from having a singular purpose of making and receiving calls to being used for everything from filming videos to mobile banking? Today’s smartphone is a great example of how technology can cross over into entirely new applications.
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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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