Sat.Sep 13, 2014 - Fri.Sep 19, 2014

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5 Customer Convenience Considerations (Before you Change Anything!)

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.

Banking 282
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Differentiating the Customer Experience with Content Marketing?

InMoment XI

Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.

Marketing 200
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4 Non-Negotiable Traits of Customer Focused CEO’s

Michel Falcon Experience

'To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action. Does he invest to improve the company’s customer experience on a consistent basis?

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A Quick Customer-Facing Communication Checklist

Customers That Stick

'At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost in the sea of complexity that is modern business.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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5 Keys for Multi-Channel Customer Support

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter , but if you are not fast enough in your response, they are jumping on to your Facebook page. That new “Like” is actually just a subtle way of asking for help. Still not getting what they want, they seek out email on their phone and request a call.

More Trending

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What Story Has Been Created by Your Decisions?

Customer Bliss

'Making the right decisions to tell a story you’re proud of begins with holding up a mirror to yourself and your organization. You need to ask the right questions to review your current decisions and understand the story they reveal about you today. You need to know the important decisions to make for the future. Darwin Smith, CEO of Kimberly-Clark from 1971 through 1991, is considered by many to be one of the top ten CEOs of all time.

Culture 174
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How Outsourcing Can Actually Help Your Customer Service Experience

Win the Customer

'US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace. Radical changes have been happening in how customers buy and what […].

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Metrics Killed the Customer Experience Star

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. Nuance is a small or subtle distinction. It’s difficult to see, let alone measure. And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. A recent example I witnessed was when a CMO, defending her piece of the budget, claimed the (relatively) small dip in membership retention rates was nothing to worry about, because the

Metrics 252
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Differentiating the Customer Experience with Content Marketing?

InMoment XI

Last week, I had the opportunity to attend the Content Marketing World conference with about 2,500 attendees from around the world. One of the keynote presentations was given by Julie Fleischer, who is the Director of Media and Consumer Engagement at Kraft Foods. She discussed how Kraft, through its content marketing efforts, provides recipes online.

Marketing 200
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The 2023 Verint Experience Index: Retail

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

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Improve Millennials’ Experience with a Targeted Loyalty Program

Customers That Stick

'Guest Poster: Kristen Gramigna. Kristen Gramigna is Chief Marketing Officer for BluePay , a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are

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The Critical Role of Customer Support in Customer Retention and Customer Relationships

Win the Customer

'Competing to win customers today means not only keeping up with major brands in your industry but also staying ahead of new emerging service providers.

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Are you Prejudiced?

Beyond Philosophy

'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.

CEM 120
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The Untapped Value of Employee Engagement (Infographic)

Experience Matters

'We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. If you like the infographic, then here are some other download formats that are made for prinintg: Click here to download the.pdf. Click here to download a 18″ x 24″ poster (.pdf). Click here to download a 18″ x 24″ poster (.png).

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)

Maz Iqbal

'The Challenge. Imagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You need to do something to deal with the issues of high costs and low profitability. You find that the occupancy rate and the average price point per room are too low. And the surveys suggest that Interlodge’s customer satisfaction levels are well below where they should be.

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Mobile Service in the Brave New World of Customer Experience

Win the Customer

'Mobile technology has completely revolutionized consumer behavior, shifting communication practices from face-to-face to face-to-device-to-face, and as much as some may try to fight it, there really is no stopping this change. As a result, businesses have adapted their retail strategy to leverage the latest technology, tablets in particular, thus igniting a refreshing new relationship with […].

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4 Ways to Get Customers to do What You Want

Beyond Philosophy

'How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction. Encouraging people in the right direction to get the results you want, however, is a skill that takes practice.

2014 118
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Customer Empathy – ignore it at your peril!

ijgolding

'Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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You’re not entitled to a gratuity

Customer Enthusiast

'Earlier this week, Marriott International announced a campaign, called “The Envelope Please” to encourage the tipping of housekeepers. Envelopes will be placed in 160,000 hotel rooms in the U.S. and Canada. The name of the housekeeper who cleans the room will be written on the envelope along with the message: “Our caring room attendants enjoyed making your stay warm and comfortable.

Hotels 90
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4 Most Common Customer Service Complaints You Can Fix in One Day

Win the Customer

'Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no matter how much we try to keep disasters at bay, there will always be isolated cases where customers end up unhappy with the products and […].

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4 Ways to Get Customers to do What You Want

Beyond Philosophy

'How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction. Encouraging people in the right direction to get the results you want, however, is a skill that takes practice.

2014 87
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How To Cause Customer-Centricity By Shaping The Work Context (Part 2 of 3)

Maz Iqbal

'Recap: Where We Are At. If you took part in the previous conversation you will have a good grasp of the work context that led to the receptionists running to-fro from the front desks to the problem rooms, seeking to keep rooms in reserve so that they were in a position to placate angry customers by moving them to a different-better room, and using their newly acquired guest engagement skills to negotiate with customers – offering them refunds, room rate reductions and/or vouchers.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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When it comes to social customer service, most companies are hacks

Customer Enthusiast

'Henry David Thoreau observed: “For every thousand hacking at the leaves of evil, there is one striking at the root.”. I thought about how this quote applies to many companies’ social media strategy. These companies are breathlessly “hacking at the leaves” of customer acquisition with their social media strategies rather than artfully honing in and “striking at the root” of customer retention.

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5 Call Center Tech Trends That Have Become Mainstream in 2014

Win the Customer

'As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape.

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Are you Prejudiced?

Beyond Philosophy

'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.

Books 60
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Report: Case Studies in Text Analytics

Experience Matters

'We just published a Temkin Group report, Case Studies in Text Analytics. The research provides rich details about how five leading companies—American Express, ADP, Firstsource, Safelite AutoGlass, and Verizon—are using text analytics. Here’s the executive summary: To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability.

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The Open CCaaS Advantage Report

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.