InMoment XI
AUGUST 21, 2018
My good colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks as the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. In the world of customer experience, a smile can certainly. View Article.
GetFeedback
AUGUST 23, 2018
Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so. 1.
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CloudCherry
AUGUST 21, 2018
In the contact center, the queue is king. We get our data from tags in the queue to learn insights. We get our happiness rankings from surveys sent out after our customer interactions in the queue. We get metrics from the actions that we take in the queue. But, shouldn’t we start to move on? As customers become more and more savvy, and our products become more technical and nuanced, shouldn’t we, too, be trying to level up our game and dethrone the king?
Confirmit
AUGUST 21, 2018
The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of denial and avoidance over for a few days. This meant writing a list. And working things out. And measuring things with a tape measure.
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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.
InMoment XI
AUGUST 23, 2018
You’ll never see a dealership Google image that isn’t like the one above—a smiling couple, seemingly happy with their experience of buying a vehicle. But are car buyers really that happy with the sales experience they receive, or happy to have it behind them? Are they still smiling with the dealership experience after the initial. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
AUGUST 22, 2018
Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores.
One Millimeter Mindset
AUGUST 23, 2018
Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do you know which factors these scorecards measure?
Experience Investigators by 360Connext
AUGUST 23, 2018
We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
Oracle
AUGUST 20, 2018
We know today’s customers are more demanding than ever. They know what a good customer experience is, and they expect it from everyone they do business with. They no longer compare you only to your direct competitor, they compare you to the best service and experience they have ever had – from anyone or any company. So, how do you create an unforgettable customer experience … an experience that makes customers want to do business with you and nobody else?
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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
Customer Bliss
AUGUST 23, 2018
At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.
iCiDIGITAL
AUGUST 23, 2018
You may remember the BASF commercials back in the 80’s and 90’s that always included the tagline “ We don’t make the products you buy, we make the products you buy better. ” That line always stood out to me and I recently realized why. That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences.
Experience Investigators by 360Connext
AUGUST 23, 2018
We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
Customer Guru
AUGUST 21, 2018
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. 31. John DiJulius Follow @JohnDiJulius. John R. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant.
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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Customer Bliss
AUGUST 22, 2018
Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores.
Experience Matters
AUGUST 21, 2018
We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries.
ShepHyken
AUGUST 21, 2018
Amazing Customer Service Tips From A Doctor. Techniques from the stage to optimize the patient/customer experience. Shep Hyken sits down with Dr. Bob Baker. They discussed his new book The Performance Of Medicine , how Bob relates his experiences as a magician and doctor to customer service, and how to optimize the customer/patient experience. There is a lot that anyone and any business can learn from Dr.
ReviewTrackers
AUGUST 23, 2018
Social media marketing for insurance is experiencing major growth. According to a report by consultancy firm ITDS, 100 percent of 20 major global insurers are active on Facebook. 100 percent are also active on LinkedIn and YouTube. 95 percent are active on Twitter and 75 percent are using Instagram. But there are challenges. While insurance providers recognize that social media marketing is essential to future growth, many struggle to keep up with the pace and drive real results from their effor
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
Beyond Philosophy
AUGUST 24, 2018
Colin Shaw and Prof. Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them. The post How Do I Evoke Customer Emotions? appeared first on.
Second to None
AUGUST 23, 2018
The following article is a guest submission written by Leila Dorari. Leila is a freelance writer based out of Sydney, Australia with a passion for marketing and SMB improvement. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Successfully implementing your desired brand image is incredibly important.
ShepHyken
AUGUST 22, 2018
Someone once said that if you want to know if the company is treating their employees well, try the coffee. The coffee? Really? Okay, I get it. One little detail can give you a glimpse into a much bigger picture. The idea is that the coffee machine and the quality of the coffee is an indication of how the employees are treated. One day we hired an employee to work at Shepard Presentations.
ReviewTrackers
AUGUST 21, 2018
There is a vital shift happening right now in healthcare marketing and patient acquisition. Consumer expectations have changed, and the old fee-for-service and fix-what’s-broken approach is no longer enough. To effectively drive patient acquisition, healthcare marketers must not only navigate quickly shifting marketing channels; they must also cater to an increasingly wired populace and a growing class of savvy, empowered consumers want more options, fairer prices, greater convenience, and bette
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
ServiceDock
AUGUST 20, 2018
One of the most common problems that leads to poorly performing Customer Experience (CX) programs is a failure to engage staff at all levels of the organisation.
Oracle
AUGUST 22, 2018
The world is full of great advice on how to deliver an outstanding customer experience, but what if you don’t want to deliver a great CX? What if your goal is to deliver bad customer service? Based on our observations of some of the best and worst CX practices, my friends and I in the Oracle CX Sales and Service Cloud team complied a detailed list of 42 ways to deliver bad customer service.
ShepHyken
AUGUST 20, 2018
I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it. And, they not only compare you just to your direct competitor, but to the best service they have ever received – from anyone.
Wootric
AUGUST 21, 2018
This article was contributed by Ryan Gould, VP of Strategy and Marketing at Elevation Marketing. How we live and communicate are evolving at lightning speed thanks to one thing: Technology. Consider the realities: as recently as even 2007 the modern smartphone didn’t exist, AI was still a science fiction notion, and the idea of self-driving cars wasn’t on the general public’s radar.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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