Customer Bliss

AUGUST 17, 2017

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad. You may see a company one day go through a total customer experience/PR flame-out (United Airlines is a recent example, or Volkswagen) and wonder to yourse

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Airlines Culture 2017 Books 191

InMoment XI

AUGUST 17, 2017

Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? If so, you’re not alone. Today, the customer experience (CX) has become the competitive battleground and differentiator for all businesses. By delivering a consistent, memorable experience, companies can create a competitive advantage that.

Competitive Advantage 227

Competitive Advantage ROI Article Customer Experience 227

Beyond Philosophy

AUGUST 16, 2017

How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? It’s an important set of questions to consider. How you feel about where you work has a lot of influence on the job you are doing there. This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers.

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2015 Consulting Presentation Webinar 140

ShepHyken

AUGUST 15, 2017

Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks. How can you create the best experiences for your customers? Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small. First Up: Shep Hyken’s opening comments focus on how you should strive to be number one and deliver the best possible customer service, but your real goal should be ranked in the top tier within your industr

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Telecommunications Sports Loyalty Customer Experience 81

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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

Customer Bliss

AUGUST 15, 2017

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

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Travel Hotels 2010 Customer Journey 204

Beyond Philosophy

AUGUST 14, 2017

Years ago, I endured a long layover at the Detroit airport. It was cramped, noisy, outdated and humid. I vowed never to fly through Detroit if I could possibly avoid it. However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie.

Airlines 0

Airlines Travel Books Consulting 0

ShepHyken

AUGUST 16, 2017

I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s twelve-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of the specials was a seafood dish. Kim asked, “Is the fish fresh?”.

Customer Service Training 83

Customer Service Training Loyalty Information Customer Service 83

transcosmos Information Systems

AUGUST 17, 2017

The business landscape is ever-evolving with the newest innovations and technologies that influence consumer needs and demands. If fifteen years ago, placing a newspaper ad would dramatically increase your store’s foot traffic, it’s not the same today. Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm.

Engagement 75

Engagement E Commerce Social Media Customer Experience 75

InMoment XI

AUGUST 15, 2017

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. There is no doubt that companies are seeing the value in collecting customer data. However, what is less certain is. View Article.

Measurement 200

Measurement Insurance Banking 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

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Influitive

AUGUST 15, 2017

Hi! I’m Victoria LaPlante, Influitive’s new Senior Customer Advocacy Marketing Manager. If you’re an Influitive VIP member, you’ve already met me in our AdvocateHub. I look forward to getting to know you and helping you reach your advocacy program goals. Today, I’d like to share how I discovered the power of advocacy when I led.

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Brands Marketing Management ROI 86

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car

Blog 81

Blog Retail Customer Satisfaction Rewards Programs 81

Customers That Stick

AUGUST 14, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 107

Customer Service Customers Customer Service Training Blog 107

InMoment XI

AUGUST 15, 2017

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. There is no doubt that companies are seeing the value in collecting customer data. However, what is less certain is.

Measurement 200

Measurement Insurance Banking Article 200

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

Heart of the Customer

AUGUST 16, 2017

There’s something that always bugged me about how people present their customer scores – whether satisfaction, NPS, Customer Effort, or anything else. There are really two primary approaches to this reporting: Give an average (4.65 out of 5, for example) Give the % of top box (5 out of 5, 9 or 10 out of […]. The post Customers + Bad Math = Worse Strategy appeared first on Heart of the Customer.

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NPS Presentation Customers Net Promoter Score 87

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience 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. Appearing to Care by Seth Godin. (Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care.

2017 79

2017 Article Customer Service Retail 79

Customers That Stick

AUGUST 16, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 0

Customer Service Customers 0

Promoter.io

AUGUST 17, 2017

If you have not yet had the pleasure of ordering and receiving custom printed stickers from Sticker Mule, you’re absolutely missing out. I say “pleasure”, because there is no better way to describe the complete start-to-finish customer experience that the folks over at Sticker Mule have created. It doesn’t feel like a purchase, it feels […]. The post How Sticker Mule Became a World Class Company appeared first on Promoter.io Blog.

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Blog Customer Experience Customers Customer Success 95

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

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.

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Customer Success Customers Management Engagement 85

Stella Connect

AUGUST 16, 2017

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the customer experience, every facet of your business must reflect changing market realities. The same is true for service recovery. When a customer is unhappy with a brand experience, the opportunity to recover that relationship, strengthen it, and drive future sales is huge.

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Contact Center NPS Fashion ROI 55

Totango

AUGUST 17, 2017

After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, this stage is the longest. Looking at the representation below, customers typically spend 30 days in the new or onboarding stage, 30 days in the renewal stage, and the remaining time or 305 days of the year, in the growth stage.

Events 79

Events Customer Journey Engagement Customer Engagement 79

Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.

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2017 Insurance Banking Online Experience 75

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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

Russel Lolacher

AUGUST 14, 2017

Breakfast is your first and most important meal of the day, and the experience can have a pretty big impact on your travel adventures. On a recent road trip, we took an unexpected pause in a cool little city that’s really defining its personality. Welcome to Olympia, Washington. I’d definitely visit again. One of my customer experiences. The post What Happens When You Ruin Breakfast for Your Customer appeared first on The Upsell.

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Travel Definition Customers Customer Experience 48

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can go about achieving that success. You reach out to your client frequently, discuss current issues, and follow up on their concerns, you even invest the time to train your client. However, there comes a time when all of this is not enough and your customer doesn’t collaborate with you enough in order to achieve their desired outcomes.

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Customer Success Customers Management Engagement 70

Michelli Experience

AUGUST 17, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Guilt or Greatness? appeared first on Joseph Michelli.

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Consulting Customer Experience Customers Brands 45

Experience Matters

AUGUST 18, 2017

In previous research, we described how CX organizations will need to evolve towards a Federated CX Model, which is made up of three components shown below. An important component of this model is the existence of distributed CX skills. To gauge where companies are in this journey, we asked large companies about the degree to which CX skills are distributed across their organizations.

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Feedback Customers Customer Experience 74

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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