Experience Investigators by 360Connext

SEPTEMBER 10, 2015

The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened. […]. The post 5 Ways to Rock your Worst Case Customer Experience Scenario appeared first on Customer Experience Consulting.

Customer Experience 297

Customer Experience Customer Journey Consulting Loyalty 297

InMoment XI

SEPTEMBER 8, 2015

Frontline employees determine your company’s customer experience, which drives your profit. Guided by fresh data on your customers’ needs, frontline employees can develop customer loyalty and satisfaction, attract new customers, and build up your brand’s reputation. How can you engage them in the company’s overall customer experience improvement effort?

Engagement 227

Engagement Customer Experience Loyalty Article 227

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand.

Engagement 167

Engagement Employee Experience Retail Consulting 167

Customer Bliss

SEPTEMBER 10, 2015

Alignment Around Experience (competency 2) is not merely about doing touchpoint mapping. It’s a competency to transform accountability and the language of leaders. And here I insert a little rant and a plea: Please don’t make mapping a shiny object that you take on because everyone is doing it. For this work to be successful, it must connect to leadership language and accountability and communication.

Touchpoint 174

Touchpoint Customer Journey Leadership Connections 174

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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.

Customers

Heart of the Customer

SEPTEMBER 9, 2015

“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and resources are appropriately targeted to land new customers. Look at the continual offers coming from TV service and internet […]. The post Exemplary Customer Service: It’s All About the Journey appeared first on Heart of the Customer.

Customer Service 114

Customer Service Sales Customers Customer Experience 114

Beyond Philosophy

SEPTEMBER 7, 2015

Social Media can level the playing field. It’s the equalizer between small and big businesses. Even solo entrepreneurial businesses can create a global presence using social media. With a strong website, optimized with the right words and phrases, a small business can make a big presence. Another benefit to social media is cost. Actually it’s the lack of cost.

Social Media 166

Social Media Engagement White Paper Blog 166

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care.

Social Media 106

Social Media Customer Service 2014 Exceptional Customer Service 106

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.

Customer Centricity 107

Customer Centricity Culture Download Leadership 107

InMoment XI

SEPTEMBER 8, 2015

Frontline employees determine your company’s customer experience, which drives your profit. Guided by fresh data on your customers’ needs, frontline employees can develop customer loyalty and satisfaction, attract new customers, and build up your brand’s reputation. How can you engage them in the company’s overall customer experience improvement effort?

Engagement 200

Engagement Customer Experience Loyalty Article 200

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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

Retail

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Beyond Philosophy

SEPTEMBER 8, 2015

So you want to get followers on LinkedIn and elsewhere? Here is how I have just surpassed the 200,000 followers on LinkedIn. First and foremost I was selected by LinkedIn as one of the world’s top 150 business influencers. Why? Well, you need to ask them…but I suppose it’s because I have always been trying to push the Thought Leadership of my topic, Customer Experience.

Social Media 92

Social Media Hotels Books Consulting 92

Kayako

SEPTEMBER 8, 2015

What is your job title? Does it accurately describe what you do? Your level of experience? Do you have to explain what it means every time someone asks what you do for a living? There is a whole lot more to a job title than just a rank and a specialism. Some job titles are straightforward and explain exactly what a person does, like Air Traffic Controller or Graphic Designer.

Culture 95

Culture Advertising Customer Experience Professionals Reference 95

InMoment XI

SEPTEMBER 11, 2015

A few of the web’s best articles on CX from this week (except for the CX Café articles of course; read them too!). Enjoy! 4 Reasons Retail Jobs Are About to Get Better As companies’ awareness of the importance of CX increases, so too will their focus on improving front-line employee engagement. Stagnant wages need.

Retail 266

Retail Article Engagement 266

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.

Customer Insights

iPerceptions

SEPTEMBER 10, 2015

The customer experience in today's business world is central to the success and longevity of any brand. An Oracle report found that 97 percent of organizations stated improving customer experiences is critical to success. Furthermore, Gartner found that 64 percent of consumers think that customer experience is more important than price in their choice of a brand.

Customer Experience 121

Customer Experience Marketing Consumers Brands 121

ijgolding

SEPTEMBER 7, 2015

More and more organisations are starting to consider how best to measure VOE – Voice of the Employee. Capturing ’employee perception’ and aligning it to ‘customer perception’ is critical in building a robust customer centric measurement system. Increasingly, businesses are looking to deploy eNPS – the Employee Net Promoter Score – but is it the best metric to understand how employees ‘feel’?

Net Promoter Score 77

Net Promoter Score NPS Measurement Employee Experience 77

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. The upcoming Christmas season is bound to see billions spent on the latest products, including smartphones, tablets and Ultra HD TVs.

Customer Service 76

Customer Service 2015 2014 Social Media 76

InMoment XI

SEPTEMBER 11, 2015

A few of the web’s best articles on CX from this week (except for the CX Café articles of course; read them too!). Enjoy! 4 Reasons Retail Jobs Are About to Get Better As companies’ awareness of the importance of CX increases, so too will their focus on improving front-line employee engagement. Stagnant wages need. View Article.

Retail 200

Retail Article Engagement 200

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

Contact Center

Steve DiGioia

SEPTEMBER 7, 2015

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk.

Customer Service 111

Customer Service Article Customers Connections 111

Think Customers

SEPTEMBER 9, 2015

Over the years, we at 1to1 Media have attended countless conferences and industry events as part of our promise to bring our readers the latest trends within the customer experience strategy space. But, after attending multiple events this summer, I've come to realize that said conferences might not be as beneficial as leaders believe. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Events 78

Events Blog Customer Experience Omnichannel 78

CX Journey

SEPTEMBER 10, 2015

Image courtesy of mireilledelisle Today I'm pleased to present a guest post by Blair McHaney , president of Club Works, Inc. Great athletes have great proprioception. Great customer experience athletes have great “social proprioception.” View this short video , which explains the concept. Proprioception is an individual's ability to sense where he/she is “in space.

Customer Experience 76

Customer Experience CEM Customer Experience Management Customers 76

InMoment XI

SEPTEMBER 11, 2015

A few of the web’s best articles on CX from this week (except for the CX Café articles of course; read them too!). Enjoy! 4 Reasons Retail Jobs Are About to Get Better As companies’ awareness of the importance of CX increases, so too will their focus on improving front-line employee engagement. Stagnant wages need.

Retail 200

Retail Article Engagement 200

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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,

Measurement

ijgolding

SEPTEMBER 8, 2015

Bureaucracy – it is all around us – wherever we look. We cannot avoid it. No-one likes it, but it is something that is as inevitable in our daily lives as sleeping and eating. So much of our lives WASTED battling bureaucracy, it often makes me wonder why on earth so much of it exists! Since the global economic crisis in 2008, I have found myself pondering over this question more and more – usually when wading through treacle or pushing water uphill – largely because burea

Customer Experience 99

Customer Experience Government 2008 Definition 99

Think Customers

SEPTEMBER 8, 2015

As the parent of now two college students, I've had a front row seat in viewing the approaches taken by two schools in facilitating the transition for incoming freshmen to campus life. The shift to college can be both exhilarating and terrifying for many young students, so making this passage as smooth and as welcoming as possible is critical for shaping a successful college experience.

Blog 72

Blog Customer Engagement Engagement Marketing 72

Kristina Evey

SEPTEMBER 7, 2015

Delivering great customer service doesn’t just depend on your staff. It begins with leadership focusing on the internal staff just as much as the external customers. This episode explains why this essential step is missing in most companies and gives you an action step to get your company on track. Delivering great customer service doesn't just depend on your staff.

Customer Service 67

Customer Service Leadership Customer Experience Customers 67

ENGAGE.cx

SEPTEMBER 8, 2015

Companies continue to dump truckloads of dollars into marketing efforts to try and attract more and more customers. On the surface, the goal appears to be worthwhile. Every company wants to increase revenue and boost the bottom line. But, tactically, this approach may not deliver the most bang for the buck. Companies can achieve a higher rate of return by focusing on customer relationship building to keep good customers than by trying to lure new ones.

Customer Relationships 65

Customer Relationships ROI Retail Advertising 65

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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.

Customer Engagement