InMoment XI
NOVEMBER 16, 2015
As a Master Black Belt at General Electric, I got to see the rise & fall of 6 Sigma. For those of you less than familiar with 6 Sigma, 1) thanks for already proving my point and 2) it’s a data-driven process improvement methodology that seeks to reduce customer defects. (Check out this definition.
Customer Bliss
NOVEMBER 19, 2015
Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey. The Five Competencies come together to tell the story of your customers’ lives.
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Experience Investigators by 360Connext
NOVEMBER 19, 2015
1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at Intuit and opening keynote speaker at a conference called Delight, told the story of how 10 years ago Intuit, […]. The post 3 Lessons re: Design Thinking and Customer Delight appeared first on Customer Experience Consulting.
Beyond Philosophy
NOVEMBER 20, 2015
In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.
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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
NOVEMBER 16, 2015
As a Master Black Belt at General Electric, I got to see the rise & fall of 6 Sigma. For those of you less than familiar with 6 Sigma, 1) thanks for already proving my point and 2) it’s a data-driven process improvement methodology that seeks to reduce customer defects. I know what some.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
NOVEMBER 17, 2015
Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s success can make the difference in the survival of the […].
Beyond Philosophy
NOVEMBER 17, 2015
Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.
InMoment XI
NOVEMBER 16, 2015
As a Master Black Belt at General Electric, I got to see the rise & fall of 6 Sigma. For those of you less than familiar with 6 Sigma, 1) thanks for already proving my point and 2) it’s a data-driven process improvement methodology that seeks to reduce customer defects. (Check out this definition.
Customers That Stick
NOVEMBER 17, 2015
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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
Think Customers
NOVEMBER 15, 2015
Stephen R. Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
ijgolding
NOVEMBER 16, 2015
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’.
Heart of the Customer
NOVEMBER 19, 2015
As a customer experience professional, you know CX pays. How could it not? Customer experience leads to loyalty – so if your customer experience is poor, you have to spend an inordinate amount of time replacing the customers you’re losing. You understand this, and you understand the ideas and practices that underlie CX and all […]. The post Proof That CX Pays appeared first on Heart of the Customer.
Ian Williams
NOVEMBER 15, 2015
In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now? There are a number of different ways in which journey mapping can be done.
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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Think Customers
NOVEMBER 17, 2015
This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback. In addition, Customer Champions also gather customer insights from a variety of sources in order to better understand what customers want and to continually improve upon the customer experience.
Experience Matters
NOVEMBER 18, 2015
We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. The Index is based on evaluating consumers’ likelihood to do five things: repurchase from the company, recommend the company to others, forgive the company if it makes a mistake, trust the company, and t
Clarabridge
NOVEMBER 17, 2015
Are your customers satisfied? Why—or why not? How do you know? You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? Building off of traditional customer survey programs, customer satisfaction analysis looks goes a step further for more accurate results.
Maz Iqbal
NOVEMBER 17, 2015
I have been working in Cheltenham for a few weeks now. I like, really like, the folks (at the client) that I find myself working with. It has something to do with their kind of accueil- a word that my French family often use. Let’s just consider accueil. How is it translated? It is translated … Continue reading Experience Engineering: How Do You Engineer Authentic Humanity Into The Customer Experience?
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
Think Customers
NOVEMBER 18, 2015
Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.
Experience Matters
NOVEMBER 16, 2015
I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. We were on vacation at a very nice resort (the name of the resort is not relevant for my discussion). During our second day at the hotel, we received a text message that led to the interaction in the graphic on the right.
Kate Nasser
NOVEMBER 15, 2015
How is your customer service people skills timing? Improve it with these 4 steps fr The People Skills Coach™, The post Customer Service People Skills Timing: How to Sharpen Yours appeared first on KateNasser.com.
Eptica
NOVEMBER 20, 2015
Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. Author: Olivier Njamfa Earlier in the year I moved house and needed to change the existing energy supplier for the property. By the time all the paperwork was completed, I owed the old utility for a week’s energy. The bill arrived, and when I opened it I had a real shock.
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Think Customers
NOVEMBER 18, 2015
It's unquestionable that technology plays an important role in delivering exceptional customer experiences in today's digital-first world. Cloud computing, mobile devices, social media, and customer feedback management platforms are just some of the tools that enable companies to offer their customers the right products and services at the right time.
C3Centricity
NOVEMBER 15, 2015
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.
Tricia Morris
NOVEMBER 20, 2015
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh. A Gartner Research survey found that by 2016, 89% of companies expect to compete mostly on the basis of customer experience (compared to just 36% in 2010). While many organizations align customer experience directly with marketing, to win in this category, it takes an all hands, top to bottom effort from every employee.
Kayako
NOVEMBER 18, 2015
Imagine the scenario where you’ve fully prepared for a webinar, your listeners have allocated free time to come and view your presentation for the next 45 minutes, and you’re just about to get started. Then you get a phone call, and it’s a notification to say that a server has gone down and then you realize the service you provide isn’t there anymore; it’s gone.
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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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