InMoment XI
JUNE 24, 2015
This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. People would have laughed at the thought of a five-dollar cup of joe, and yet how many of us drive out of.
Experience Investigators by 360Connext
JUNE 24, 2015
I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Pioneering the Role of CCO. For those who may not somehow know just who Jeanne is, let me introduce you to one of my early influencers and now friends.
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Customer Bliss
JUNE 23, 2015
Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. That’s not the action I am referring to. Customer listening is a critical competency of customer experience reliability. Customer listening requires this: Taking customers off the spread sheets and survey results.
Beyond Philosophy
JUNE 21, 2015
Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees.
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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
JUNE 22, 2015
I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process up until now, looking at tactics and methods for customer delight.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
JUNE 22, 2015
With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale?
Customer Bliss
JUNE 25, 2015
Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the stages of the experience? Have you mapped the touchpoints to know which are most critical to: driving revenue. forming a relationship/bond. rescuing customers at risk. retaining and growing share of wallet. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions?
InMoment XI
JUNE 24, 2015
This post comes from chapter 8 of MaritzCX’s new book, Customer Experience is Your Business. Download the free ebook here. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. People would have laughed at the thought of a five-dollar cup of joe, and yet how many of us drive out of.
Customers That Stick
JUNE 23, 2015
In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation , we spoke about Walter Mischel’s famous experiment on self control and delayed gratification in children. Here is part of the email: Researcher Walter Mischel at Stanford devised an ingenious experience back in the Sixties to test self control and the ability to delay gratification in children.
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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
Win the Customer
JUNE 23, 2015
In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks.
Customer Bliss
JUNE 23, 2015
Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. That’s not the action I am referring to. Customer listening is a critical competency of customer experience reliability. Customer listening requires this: Taking customers off the spread sheets and survey results.
InMoment XI
JUNE 24, 2015
This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. People would have laughed at the thought of a five-dollar cup of joe, and yet how many of us drive out of.
Beyond Philosophy
JUNE 23, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.
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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PeopleMetrics
JUNE 26, 2015
It’s been an eventful couple of months on the personal front. My wife and I bought a house. ( Gasp! ) We moved into that house. ( Double gasp! ) We have mortgage payments. ( Triple gasp! ). We even signed up as new Costco members. ( Hyperventilation! ). Wait. That last one wasn’t stressful at all. Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. 1.
Kerry Bodine
JUNE 20, 2015
I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.
InMoment XI
JUNE 22, 2015
I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process up until now, looking at tactics and methods for customer delight.
Experience Matters
JUNE 23, 2015
For the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the emotion component of those ratings. Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin E
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
Customer Bliss
JUNE 25, 2015
Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the stages of the experience? Have you mapped the touchpoints to know which are most critical to: driving revenue. forming a relationship/bond. rescuing customers at risk. retaining and growing share of wallet. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions?
Win the Customer
JUNE 25, 2015
Although we generally avoid failure in our efforts, not all failures are necessarily bad. Some failures are quite useful and provide a path for positive growth and customer experience development. As service leaders, we need to create environments where failure is an option for our people. The startup culture mantra “fail fast, fail often” opens opportunities for […].
InMoment XI
JUNE 22, 2015
I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process up until now, looking at tactics and methods for customer delight.
Kate Nasser
JUNE 23, 2015
Want to improve the customer experience quickly? Here are 5 ways from Kate Nasser, The People Skills Coach™, guru of irresistible customer experience. The post How to Improve Customer Experience Quickly |#cx #custserv appeared first on KateNasser.com.
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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,
Provide Support
JUNE 22, 2015
How live chat can help you build stronger customer trust. Many online companies add live chat support to their websites as a means to offer quick and efficient customer service and increase customer engagement. Not many though recognize the value of live chat in creating customer trust. Perhaps only few website owners question themselves, how adding live chat support can help them build greater trust with clients.
Win the Customer
JUNE 24, 2015
The barriers to how, when, and where work gets done have never been lower. Remote workers in customer service can be efficient and productive from virtually any location with the right set of tools. The future of employment is shaping up to be composed of a telecommuting staff and remote employees working from home or […].
Think Customers
JUNE 23, 2015
Organizations that deliver exceptional customer support typically have at least a few things in common. They listen closely to what customers are asking for and not only act on customer feedback but they also communicate back to customers how and whether their requests were acted on. They align their customer service processes and practices with customer-centric goals and objectives.
Kerry Bodine
JUNE 23, 2015
Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. (You can download the slides here. Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). In this three-part blog series, I’m answering all of the great audience questions from the webinar.
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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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