Alida

AUGUST 26, 2016

Online communities are now mainstream business tools. A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Larger enterprises are more likely to have communities, with 74 percent indicating that they have one. Given the ubiquity of online communities, the question many companies are asking is whether they have the right ones in place.

Social Media 167

Social Media 2015 Innovation 2014 167

Experience Investigators by 360Connext

AUGUST 22, 2016

There’s a joke about being at the top at any small business. The title of founder or president, in its deceptively simple way, covers a multitude of jobs. You can’t just run the business by doing the work, you have to run the business by stepping in as chief technology officer, chief financial officer, chief marketing officer, […].

Financial 146

Financial Consulting Technology Customer Experience 146

Customer Bliss

AUGUST 23, 2016

Episode Overview. Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

GetFeedback

AUGUST 25, 2016

Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.

Omnichannel 195

Omnichannel Customer Experience Customers Article 195

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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.

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Alida

AUGUST 24, 2016

By 2020, my fellow Millennials and I will make up half of the entire global workforce. We outnumber our Baby Boomer parents and Generation X in general population. Our growing impact makes us the most researched generation in history—and allegedly, according to many pundits, the most narcissistic. We may dominate the workforce but our employers are still confused about how to manage us.

Engagement 162

Engagement Culture Sports 2015 162

Customer Bliss

AUGUST 25, 2016

I think we all discuss “decision-makers” in our businesses often. I actually just watched this movie Get A Job with Anna Kendrick and Miles Teller. In this movie, which really isn’t that good, Bryan Cranston — a long way from Breaking Bad here — plays Teller’s dad. Cranston loses his job but thinks he’d be a perfect fit for this other job, right?

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Presentation 0

GetFeedback

AUGUST 25, 2016

Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.

Omnichannel 150

Omnichannel Customer Experience Customers Article 150

Win the Customer

AUGUST 25, 2016

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. In addition, 92 percent of marketers aren’t sure which social media tactics work best, and 88 percent don’t know how to measure their return on their social media investment.

Social Media 94

Social Media Customer Engagement Engagement E Commerce 94

Amity

AUGUST 22, 2016

Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people, and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago. The competitive advantages businesses have developed to serve customers in the past are neither competitive nor advantageous today.

Competitive Advantage 88

Competitive Advantage Measurement Books Technology 88

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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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ShepHyken

AUGUST 24, 2016

Customer Service Training. It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”. My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce.

Customer Service Training 0

Customer Service Training Customer Service Information Customer Focused 0

Experience Matters

AUGUST 22, 2016

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […].

Loyalty 83

Loyalty Connections 2016 Consumers 83

Customers That Stick

AUGUST 22, 2016

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 104

Customer Service Customers Blog 104

OpinionLab

AUGUST 23, 2016

I attended eTail East last week in Boston. As one of the main events in the online retail arena, it’s a great barometer of the key issues facing companies operating in this highly competitive space each year. Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends.

2016 60

2016 Customer Journey Mapping Apparel Omnichannel 60

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

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. I am a big advocate of the policies and procedures myth! Arming employees with knowledge and training is key. – Shep Hyken. I’m a fan of the Discovery series called MythBusters. Every episode Jamie and Adam (et al.) work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication.

Blog 0

Blog Customer Service Communication Customers 0

Experience Matters

AUGUST 24, 2016

Why do employees leave their companies for another job? To examine this question, I tapped into our Q3 2015 consumer benchmark study which included more than 5,000 U.S. full-time employees. The analysis compared two groups of employees, those who were likely to look for a new job in the next six months and those who […].

2015 81

2015 Consumers Engagement Customer Experience 81

Kayako

AUGUST 25, 2016

This is a guest post by Puneet Kataria , the founder of Promoto. The Word of Mouth Marketing Association found that word of mouth drives an estimated $6 trillion in annual consumer spending. It is no surprise that every business dreams of achieving this state of nirvana: converting every customer into a passionate brand advocate. Brand advocates are customers who passionately and proactively recommend your brand to anyone and everyone within their circle of influence, without any expectations i

Brands 54

Brands Customer Service Poor Customer Service Social Media 54

Comm100

AUGUST 24, 2016

We all want our customers to be happy with our products and services. Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.

Customer Service 54

Customer Service Social Media Customer Service Representative Multi-Channel 54

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

ShepHyken

AUGUST 22, 2016

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. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. (TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process.

2016 0

2016 Article Customer Service Customer Retention 0

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Customers That Stick

AUGUST 25, 2016

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.

Net Promoter Score 79

Net Promoter Score Customer Service Customers 79

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals.

Consumers 49

Consumers Brands 2016 Social Media 49

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Measurement

ShepHyken

AUGUST 23, 2016

Jim Gilmore Shares Tips from His Latest Book, “Look: A Practical Guide for Improving Your Observational Skills”. Shep Hyken speaks with James Gilmore, co-author of, “ The Experience Economy ,” one of the best business books of all-time. In this episode of Amazing Business Radio , Shep talks to Jim about his latest book, “ Look: A Practical Guide for Improving Your Observational Skills.

Books 75

Books Insights Customers Customer Experience 75

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Michelli Experience

AUGUST 26, 2016

I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… . “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness …”.

Technology 49

Technology Customer Experience Airlines Books 49

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. This move is being driven by a change in the relationship between customers and companies – with increased competition, digital disruption and the rise of social media, the balance of power has shifted towards the consumer.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

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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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