InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article.
Customer Bliss
FEBRUARY 11, 2016
The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Years one through three are the disruption, blocking and tackling years. Employees know how to achieve results within their silo walls. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits.
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Beyond Philosophy
FEBRUARY 10, 2016
When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. What he wasn’t prepared for was the hostility he encountered from various travel entities, including Delta and Avis, to name a couple, or as he later calls it: #hateselling. #Hateselling announces there is a problem with your Customer Experience.
ijgolding
FEBRUARY 9, 2016
It is extremely likely that we have all heard the phrase ‘an elephant never forgets’ at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate – have a read of this: Remarkable recall power, researchers believe, is a big part of how elephants survive.
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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
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 8, 2016
In this series of posts, professionals reveal their best antidotes to work stress. Read the posts here , and then write your own (use # OutsideWork in the piece). It is vital that people recharge their batteries from time to time. They should take a break from their everyday work and think of other things. The best ideas I have ever had occurred when my brain is relaxing, not when I am staring down at a computer screen or across a conference table.
Magellan Solutions
FEBRUARY 10, 2016
Any business worth its salt will have some degree of social media presence. This is true for any company, regardless of size and longevity. The ubiquity of social media and the role it plays in the day-to-day lives of customers make it a powerful tool for social media customer service. To be able to harness social media’s potentials in customer service management, integrating social media customer service in content development is vital.
InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my.
Amity
FEBRUARY 9, 2016
We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. The great part about it is that it only takes about 3 minutes to complete! If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there.
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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
Natalie Petouhof
FEBRUARY 9, 2016
Tweet The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. The costs for customer service, customer care or customer experience often come in when a company wants to add a channel, say email or chat or mobile.
Tricia Morris
FEBRUARY 12, 2016
Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. No matter where or how it’s delivered, customer service and customer experience initiatives are depending more and more on that knowledge being accurate, consistent and easy to access by both agents and customers.
InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my.
Amity
FEBRUARY 9, 2016
Issue 75: Welcome to the Real World - You Will Lose Customers. Let’s face it, as you grow, you will lose customers. It’s painful but inevitable. When it comes to the importance of Customer Retention, the numbers don’t lie. The Gartner Group found that 80% of your company’s future revenue will come from just 20% of your existing 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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Experience Matters
FEBRUARY 10, 2016
We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX). To determine how effectively […].
Steve DiGioia
FEBRUARY 11, 2016
I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through. They’re not robots, you know… They must recite a script written by someone that sits in an office far removed from the customer or by someone that, for years, hasn’t been “on the front lines” with the customers.
Eptica
FEBRUARY 9, 2016
Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester.
iPerceptions
FEBRUARY 12, 2016
There's no shortage of customer experience focused conferences and in 2016 it is going to be no different. These events offer boundless opportunities for networking, discovery and communication. But when it comes down to it, you can’t go to every event making it essential to plan and make sure the conferences that you choose will be valuable, informative and help you become a better customer experience professional.
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
Maz Iqbal
FEBRUARY 6, 2016
Brussels Airport: Human Beings and Technology Complement One Another to Deliver A Good Experience It’s Monday morning, early, as we are about to land at Brussels airport I decide to take the train rather than the taxi. On landing I look for and follow the signs for the train. I arrive at level -1. Now … Continue reading "On Technology In Experience Design: The Good, The Bad, The Ugly".
Michelli Experience
FEBRUARY 10, 2016
Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: Does this company know how to “care for” my presenting need? Does this company “care about” meeting those needs? I carry that evaluation process through every touch point with a brand including if/how they solicit feedback from me about their service delivery.
Eptica
FEBRUARY 12, 2016
Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied.
Experience Matters
FEBRUARY 12, 2016
As part of our ongoing consumer research, we track consumer attitudes across a number of different dimensions. With Valentine’s Day coming up this Sunday, I decided to analyze our Q1 2016 survey of 10,000 U.S. consumers and examine responses to the question: “To what degree do you agree with the statement: I feel loved and appreciated.” In […].
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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,
ClearAction
FEBRUARY 7, 2016
Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1).
Topdown
FEBRUARY 12, 2016
Customer experience management (CEM) orchestrates all of the people, processes and technologies involved in each customer-company interaction during a customer journey. On the technology side, companies use digital experience (DX) platforms to create, manage and deliver the content that drives those customer-company interactions. But DX platforms have some serious shortcomings.
Forrester
FEBRUARY 8, 2016
One of the most enjoyable and fulfilling things about helping Forrester clients become customer-obsessed is leading an experience co-creation workshop. Forrester defines co-creation as the active participation of employees, customers, and stakeholders working together to design new experiences. It's a technique that helps companies define the right experience for their customers and provides critical information that supports human-centered design.
Experience Matters
FEBRUARY 9, 2016
I recently completed my challenge of tweeting 100 customer experience tips in 100 days. Now I want to turn it into a challenge for you. Take a look through the 100 tips and pick one or two that resonate with you. They can be things that you think are important that aren’t getting done, things that you want […].
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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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