Experience Investigators by 360Connext
NOVEMBER 24, 2014
'Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to report on reporting reports, meaning we spend more time saying what happened instead of making things happen.
Beyond Philosophy
NOVEMBER 24, 2014
'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.
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Win the Customer
NOVEMBER 25, 2014
'Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time. With customer service becoming such a hotly contested area of business differentiation, why […].
Experience Matters
NOVEMBER 24, 2014
'I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. But the NBA organization feels so strongly about the role that its partners play in the overall experience that it shares these types of awards with partners.
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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.
Experience Investigators by 360Connext
NOVEMBER 26, 2014
'Tomorrow Thanksgiving Day in the United States! I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. We get such tremendous feedback and ideas from our community, and many of you have become friends and clients.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
NOVEMBER 26, 2014
'The fundamental cycle for successful customer relationships consists of developing the process through which customers experience discovery, engagement, usage and ultimately are able to influ persuasion. Where does your customer stand? A broad question that any business owner, large or small, owes to themselves to ponder. Whether your business is retail sales, IT solutions, or manufacturing, there are […].
Think Customers
NOVEMBER 24, 2014
'Tis the season for celebration, giving, and.shopping! As Black Friday approaches and Cyber Monday nears, consumers are thinking of how to score the best deals possible, while retailers focus on delivering the best possible customer experience. Here are five tips to help boost your customer engagement and increase retention during the holiday shopping season: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Michel Falcon Experience
NOVEMBER 22, 2014
'I’ve spent years studying the franchise business model; it’s complex. Ensuring that you have a seamless customer experience across the entire brand is key to success. One of the primary reasons that someone may invest in buying a franchise is because of it’s proven operating systems. If you follow the… Read More». The post 4 Customer Experience Pitfalls Within the Franchise Industry appeared first on Michel Falcon Customer and Employee Experience Expert.
ijgolding
NOVEMBER 28, 2014
'In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.
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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
NOVEMBER 23, 2014
'An American Express study showed customers on social media are willing to pay a 21% premium for an exceptional customer experience on social channels.
Think Customers
NOVEMBER 25, 2014
'While sales teams are an important driving force for profit in organizations across all industries, Sonic Automotive recognized that most are rarely given the tools necessary to achieve success. Thus, the auto retailer partnered with MicroStrategy to address the lack of insight accessibility by deploying FIRE (Financial and Insurance Reporting Engine), Sonic Automotive''s internal mobile application, which enables sales professionals to close deals.
Experience Matters
NOVEMBER 27, 2014
'While only some of you are celebrating Thanksgiving, I hope that all of you can find a way to be thankful today. Gratitude is a powerful tool that I hope you regularly embrace. I’m taking advantage of Thanksgiving to share 10 things for which I am very thankful: My growing family. I am blessed to have a wonderful family that gives me great joy.
ijgolding
NOVEMBER 25, 2014
'Maslow’s Hierarchy of needs is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation” The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years later, it could be argued that Maslow’s perception of what constituted basic physical needs has been surpassed by something even more fund
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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Win the Customer
NOVEMBER 28, 2014
'That’s one big weed! I used to work in the horticulture department of a small city. My team was in charge of a specific area and we worked hard to make sure flower beds, medians, shrubbery, trees, and parks looked their best. We would prioritize the most public parts of our area and visit them frequently. […].
customer sure
NOVEMBER 26, 2014
You can’t outspend them on marketing. You can’t match their awareness. But bigger does not mean better and we’ve been learning how to beat some well established brands. In this post, we’re going to share 5 tactics we’ve learned, so you can learn how to take on your larger competitors and win. Along with a couple where we’ve made mistakes and learnt from them!
Experience Matters
NOVEMBER 25, 2014
'We published a Temkin Group report, Evaluating Mobile eGift Card Purchasing Experiences. The report uses Temkin Group’s SLICE-B experience review methodology to assess the mobile sites of 10 retailers. Here’s the executive summary: Although smartphones are a convenient interaction channel, their small screens pose serious design challenges for companies.
CX Journey
NOVEMBER 25, 2014
'Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year. He again shared his thoughts on the numerology, as well, this time, obviously focusing on 15: In numerology 15 is the combination of the number 1 (representing leadership and forward movement) and the number 5 (numeric f
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
Win the Customer
NOVEMBER 24, 2014
'Is customer service neglected in your start-up or small business? Several months ago I was struggling to get through some complex identity theft issues with TransUnion and Equifax. They had mixed some of my files and were reporting to anyone that checked my credit history. Of course I was attempting to get credit for a […].
Think Customers
NOVEMBER 26, 2014
'As we enter the busiest shopping and travel season of the year, customer service agents are bracing themselves for the inevitable increase in calls and messages. And tense situations can get even worse when the personalities of the caller and agent clash. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Amity
NOVEMBER 25, 2014
Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” moments we experienced during the conversation. Pioneer [pahy- uh- neer ]: One who is first or among the earliest in any field of inquiry, enterprise, or progress.
CX Journey
NOVEMBER 28, 2014
'Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the Mountain Teaches The weather on the lower reaches of Ben Cruachan (3,684 ft/1,126 m) seems reasonable enough: cool and overcast, pretty typical for Scottish mountains.
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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,
Win the Customer
NOVEMBER 24, 2014
'Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping […].
Maz Iqbal
NOVEMBER 24, 2014
'Is Strategy Purely An Exercising In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie, and then selects the most promising opportunity? Is it merely a matter of ‘scanning the landscape of opportunity’ and selecting the most suitable opportunity? Put differently, is the job of the strategist to select which table to play at?
Touchpoint Dashboard
NOVEMBER 26, 2014
'Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on January 7, 2014. Where are you on your customer experience journey? Well down the path or just starting? Regardless of where you are, I know journey maps are in your future. Let’s start with […].
Amity
NOVEMBER 24, 2014
Retaining your Customers is and will always be a key concern with any SaaS company and implementing best practices will become pillars for a successful organization. I have listed 5 key areas I believe will provide a solid footprint as you start to form your own best practices. As you implement, keep in mind the saying “walk the talk don’t just talk the talk” You must continuously execute around your best practices to be successful.
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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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