Experience Investigators by 360Connext
JULY 6, 2015
Customers don’t care who owns what part of their business , but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the business sees as logical groups. Marketing might include web site teams and digital marketing departments, but probably doesn’t include recruiting.
InMoment XI
JULY 6, 2015
A friend of mine just had an amazing customer experience. She bought an Apple Watch and what happened after is something we can apply to the automotive industry. Let me know what you think. Until next time.
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Joe Rawlinson
JULY 8, 2015
Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.
Win the Customer
JULY 6, 2015
Like relationships in nature, there needs to be a greater business-customer symbiosis based on the believe that what’s good for customers can also be good for business. The relationship between companies and customers affects almost all areas of the organization and each point of engagement, whether personal or digital has consequences on current and future […].
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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
JULY 9, 2015
There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now. You can order monthly boxes of video games, curated outfits, beer, razors, or anything else you desire. In today’s hectic but “I want the new thing” culture , this model seems to fill a need.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 7, 2015
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of the Customer’s Experience is tied to their emotions. So if you want to earn a Customer’s loyalty and keep them coming back to you, you have to embrace the emotional side.
Win the Customer
JULY 8, 2015
When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short of customer expectations. Organization that lack vitality in their service experience will always face the persistent topics of how to improve service in their conversations.
Michel Falcon Experience
JULY 9, 2015
Every business, regardless of size or industry, has goals (or service-level agreements) to achieve success. For a sales-centric organizations, perhaps it’s revenue targets. For marketing-focused companies it might be lead generation through their online campaigns. But what is it for customer-centric organizations? You know what organizations I’m talking about.
Tricia Morris
JULY 7, 2015
As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when
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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
Beyond Philosophy
JULY 5, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
Win the Customer
JULY 7, 2015
If there is one principle that should be added to the vocabulary of every service experience practitioner is should be: “Finish the experience you’ve started.” The work of finishing what you’ve started seems overly simplistic, yet is often one of the most disregarded principle of service experience. One of the most common mistakes that organizations make today […].
Provide Support
JULY 6, 2015
In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying
Think Customers
JULY 6, 2015
The promise of a Big Data enterprise is enticing. For companies that have successfully implemented Big Data strategies are seeing big payoffs. Despite its promise of enabling seamless customer views and creating tangible business results, many marketers and customer experience leaders today are stymied by their data. Rather than quickly acting on data across all business units, numerous leaders have information overload when it comes to capturing, analyzing, and acting on Big Data.
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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Beyond Philosophy
JULY 9, 2015
The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers.
Storyminers
JULY 6, 2015
Starbucks wasn’t the first place to let customers buy something on-line and pick it up in-store. However, they’ve done a good job of integrating the new service into their operations. The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. This kind of technology horsepower […].
Maz Iqbal
JULY 8, 2015
What Is The Central Challenge Of Building Meaningful & Profitable Relationships With Customers? Is this challenge about opening up 24/7 access to your business through any and all channels? Is it about coming up with new products and services that attract customers like bright lights attract moths at night-time? Is it about taking out costly, unpredictable, … Continue reading Erich Fromm On The Central Challenge Of Cultivating Meaningful Relationships With Customers.
ijgolding
JULY 6, 2015
For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen on sharing a story or two…or three…or four!! I have always believed that a good story can bring to life any theory and when it comes to the world of Customer Experience, the power of influence a good story can have is undeniable. The stories that are often the most powerful are those that prove the art of what is actually possible.
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
JULY 7, 2015
In June, I posted a blog about how customer journey mapping has come a long way since its roots. And while customer journey maps have certainly evolved and become more detailed in recent years, customer personas don't appear to have advanced at nearly the same pace. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Forrester
JULY 10, 2015
Expectation Maps are a Smart Way to Visualize Customer Journey Emotion. Talking to clients, it's interesting to see and hear how the topic of "customer needs" still comes up as frequently as the sun comes out in Singapore. In a day and age when customer "needs," such as food, clothing, and human interactions for example, are largely met, it makes sense for CX professionals to shift focus towards dynamically changing and ever evolving expectations of what a quality experie
CX Journey
JULY 9, 2015
Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. You do listen to them, right? Both of them? Think those are the only voices you should be listening to in order to improve the customer experience? Nope! They're not the only ones.
ijgolding
JULY 7, 2015
As the proud owner of a beautiful Victorian house, my wife Naomi and I know full well the challenges that looking after such a valuable, historic asset entail. Built in the late 1800’s, the house has required numerous ‘makeovers’ over the decades to maintain its grandeur. Maintaining it is not easy (or cheap) though. There are times when it feels a little like painting the Golden Gate Bridge – as soon as you finish, you have to start all over again.
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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,
Andrew Mcfarland
JULY 9, 2015
Bad service hurts businesses in many intangible ways – company’s reputations suffer, customers spread bad news via negative word of mouth and potential new customers avoid maligned and disparaged companies. But it turns out there can be tangible costs too! TWC must pay $229,500 for robocalling woman 153 times. Let this be a warning to [.].
Experience Matters
JULY 7, 2015
We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Here’s the executive summary: Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy on making agents as efficient as possible. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers.
Forrester
JULY 7, 2015
Last week I stumbled across The Behavioral Economics Guide, 2015 (which you can find here ). I'm kind of a Daniel Kahneman/Dan Ariely junkie so I immediately started scrolling through it looking for articles of interest. And there, on page 8…big score! A graphic that plots the relative Google search frequency of the term "customer satisfaction" against the search frequency of the term "customer experience.".
Think Customers
JULY 7, 2015
Though I'm not opposed to the occasional selfie--What? If you want to immortalize your good hair day, sometimes you've got no other choice--I'm the first to admit that our society has become consumed by nauseating narcissism. (I also believe the selfie stick's true purpose is to whack public selfie-takers upside the head, but that's beside the point.
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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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