InMoment XI
JUNE 27, 2014
Cultural Sensitivity means more than just knowing what dealers and head office types want to measure. It’s practical stuff – like being sure you’re servicing clients in their own time zone. A few more thoughts on taking your customer experience program global. Until next time. @christravell PS Go Nico! PPS A quick reminder to check out.
Win the Customer
JUNE 16, 2014
'Value is hard to come by these days. If you can crack customer experience code and get service right, you’re “in” with your customers - loyalty for life.
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PeopleMetrics
JUNE 30, 2014
'You know the familiar saying: “ Culture eats strategy for lunch ”? Well, I would wager that there is just one word in those five that would be commonly defined by all of us. Yup, you guessed it. Lunch. That’s because culture, like strategy, is intangible, soft and elusive. About as concrete as steam. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired
Joe Rawlinson
JUNE 9, 2014
'Every company, including your company, needs a strong value proposition. At the core, the value proposition is why a customer should do business with you and not somebody else. If you don’t have this differentiation, your business is doomed to struggle or die. Take a look at this email I got from L.L.Bean, the outdoor clothing retailer, and pay special attention to the big reminder they give the customer of why they should do business together: 1.
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CCO Council
JUNE 24, 2014
'Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. This week, I discuss the findings in detail and provide recommendations for managing them. 1. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JUNE 27, 2014
Cultural Sensitivity means more than just knowing what dealers and head office types want to measure. It’s practical stuff – like being sure you’re servicing clients in their own time zone. A few more thoughts on taking your customer experience program global. Until next time. @christravell PS Go Nico! PPS A quick reminder to check out.
Win the Customer
JUNE 30, 2014
'Lead magnets create the ultimate positive customer experience as it delivers customers the right information at the right time your customers need it.
Strativity
JUNE 10, 2014
Webcast: Accelerating Cultural Transformation. Date: June 17, 2014 Time: 3pm – 4pm EDT . Click here to register. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees.
Touchpoint Dashboard
JUNE 25, 2014
'Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and came across the ever-popular “Soup Nazi” episode. If you haven’t seen it, the plot centers around a tyrant owner of a soup shop. This guy makes amazing soup, and his secret recipes […].
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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
CCO Council
JUNE 17, 2014
'Today''s customers require access to a company''s offerings through many forms of media in order to meet their preferences and lifestyles. Furthermore, they also require a consistent customer experience across these channels since they can easily choose to change vendors if they do not receive support that meets their expectations. So multi-channel accessibility and consistency of experience across those channels have become essential components to winning the competition for customers.
Amity
JUNE 26, 2014
There was so much interesting and meaty content in last night’s Customer Success Meetup, we could barely keep up with capturing it all. After the regular community announcements (see the end of the blog post) and panel introductions the discussion was well underway. And to be honest we served up the first couple of scripted questions, but the audience engagement and natural flow of the conversation just took over.
InMoment XI
JUNE 27, 2014
Cultural Sensitivity means more than just knowing what dealers and head office types want to measure. It’s practical stuff – like being sure you’re servicing clients in their own time zone. A few more thoughts on taking your customer experience program global. Until next time. @christravell PS Go Nico! PPS A quick reminder to check out.
customer sure
JUNE 25, 2014
E-commerce is a great business model. Low overheads, scale up fast, punch above your weight, and a whole wide world of potential customers. But it comes with a challenge when figuring out how to increase sales effectively, as there’s a big disadvantage compared to traditional business: You never get to meet your customers. Derek Bacharach, owner at the store www.SimplySuperHeroes.com describes how this affects him: “One of the drawbacks to having an e-commerce store is not being able
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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Strativity
JUNE 9, 2014
People create culture- so why is it so hard for people to change it? Culture is made up of many influences over the course of a long period of time. It’s a pattern that has evolved with the people that practice it. It’s not a written law. When you’re changing culture, you’re changing the intangible. Companies know culture is important, but they tend to get a little lost when they try to make positive, lasting changes to it.
Customer Interactions
JUNE 5, 2014
'I was asked a few weeks back to host a webinar. When I was told I could pick my own topic, it got me to thinking. I speak at security conferences throughout the year and host PSIM Workshops as well. The one question that always comes up is ‘what can I do to make my PSIM deployment successful?’ So to answer this question, I went on a fact finding mission.
CCO Council
JUNE 3, 2014
'Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. Here are six essential components to a successful customer engagement strategy: Purpose In order to devise an effective strategy, you must first identify what you want engaged customers to do for you.
GetFeedback
JUNE 17, 2014
GetFeedback introduces team administration and collaboration for all of your customer survey projects. Check out our Summer '14 Product Feature Tour.
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
JUNE 18, 2014
What can Big Data mean for your Voice of Customer (VoC) software platform and program? Each year, Mary Meeker, of the VC firm Kleiner Perkins Caufield Beyers, publishes a comprehensive and always interesting 100+ page deck on Internet Trends. Meeker’s 2014 edition has a section on Big Data where she lists the following six trends: View Article.
customer sure
JUNE 12, 2014
Customer relationship building is essential in converting prospects and web visitors to full paying customers – and even advocates of your business. Email is one of the best ways to do that, and relationship building should be the no.1 priority of all your email marketing activities. All too often ecommerce stores take the view that email marketing is about delivering mini-catalogues of products and special offers into the inbox of past and potential customers.
Brad Cleveland Blog
JUNE 6, 2014
Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. You can read the full interview here.
Joe Rawlinson
JUNE 2, 2014
'Steven Pressfield is a successful writer who shares his deep insights into being a successful creative in The War of Art: Break Through the Blocks and Win Your Inner Creative Battles. If you create anything at all, this book is for you. If you are a writer, artist, entrepreneur, business owner, or hobbyist, this book is for you. Pressfield’s book reads more like a serious of short essays that are easy to digest.
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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
JUNE 12, 2014
I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear quite often is – is there opportunity to also drive incremental service revenue from your Customer Success staff? Traditional Professional Services offerings such as training and consulting services will likely always be offered on a cost basis, as these services are key to a successful new customer deployment, a
GetFeedback
JUNE 4, 2014
New capability of GetFeedback: create multi-language surveys with full translation of the interface for your survey recipients.
InMoment XI
JUNE 18, 2014
What can Big Data mean for your Voice of Customer (VoC) software platform and program? Each year, Mary Meeker, of the VC firm Kleiner Perkins Caufield Beyers, publishes a comprehensive and always interesting 100+ page deck on Internet Trends.
Touchpoint Dashboard
JUNE 11, 2014
'We’re all looking to wow our customers, right? So how are you doing in that area? Take a pop quiz and find out. Ask yourself… • Do you know what really wows your customers? • Is your company providing the wow your customers want at the exact points in their customer journey where they need […].
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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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