Experience Investigators by 360Connext
JANUARY 5, 2017
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].
Customer Bliss
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int
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CustomerGauge
JANUARY 6, 2017
Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […]. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.
Customers That Stick
JANUARY 2, 2017
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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.
transcosmos Information Systems
JANUARY 5, 2017
Statistics on e-commerce business for 2017 and beyond remain strong. Just look at these figures : These numbers are telling you that ecommerce is shaping up to be one of the most competitive industries around. This is quite favorable, if not surprising, given the landscape of retail business. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Michelli Experience
JANUARY 4, 2017
Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, tools often get elevated to “laws of human behavior” even in the absence of empirical data or evidence.
Beyond Philosophy
JANUARY 3, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. First, a little dictionary diving is required. The word ‘chronos’ may be familiar to some. In ancient Greek, it means “time” or “order”, like chronology or sequence. Kairos is probably less well-known. It means, essentially, doing something at the right instance, in other words a moment of truth or when something of significance happens.
ClearAction
DECEMBER 31, 2016
2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and trends or predictions may be meaningful in your unique situation or not.
ShepHyken
JANUARY 3, 2017
Thomas A. Stewart and Patricia O’Connell on. How to Deliver an Exceptional Customer Experience. – By Design. Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed.
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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
Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
Kayako
JANUARY 4, 2017
Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience.
QuestionPro Audience
JANUARY 3, 2017
One of the busiest travel times of the year has just passed. Millions of families across the country traveled during the holidays to be reunited with their loved ones. With more than 100 million Americans having traveled this holiday season, many of you are still recovering. In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment.
ShepHyken
JANUARY 2, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. (Harvard Business Review) Think about the last time you flew.
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
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
CustomerGauge
JANUARY 4, 2017
If you’ve traversed the health care system in the United States, chances are you have a rather long list of complaints. Before the mid-1980s, there were few options when it came to getting quick medical care on an outpatient basis. From unbearably long emergency room wait times (and the associated large bills) to the growing […]. The post Patient Experience in the Age of Urgent Care appeared first on CustomerGauge.
Bold360
JANUARY 5, 2017
… or be swept back by the tide as the competition races forward. Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. As well as you may have planned, surviving this period in which interest soars and your employees and resources are taxed and tested takes a toll and points out where your weak spots still are, and how you have to impro
ShepHyken
JANUARY 4, 2017
To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment. .
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
Experience Matters
JANUARY 3, 2017
Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask? At Temkin Group, […].
Heart of the Customer
JANUARY 4, 2017
A customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to […]. The post Building a customer room at Prudential – an interview with Jason Kapel appeared first on Heart of the Customer.
Clicktools
JANUARY 6, 2017
We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. What does this year have in store in the world of feedback, customer service, and customer experience? What trends will emerge to become the buzz of marketing campaigns, the talk tracks of service and support departments, and the hashtag du jour?
ShepHyken
JANUARY 6, 2017
This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I am reading articles every week about AI and find it’s impact fascinating. – Shep Hyken. If you’ve read or seen any media lately, you know that the Artificial Intelligence hype is off the charts.
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Experience Matters
JANUARY 3, 2017
Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask? At Temkin Group, […].
CSM Practice
JANUARY 1, 2017
In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs.
Kerry Bodine
JANUARY 4, 2017
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.
Clarabridge
JANUARY 4, 2017
As a discipline, customer experience is growing up. It’s getting bigger, and making more of an impact. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2.
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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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