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.

2016 167

2016 2015 2014 Social Media 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, […]. The post 3 Ways Your Small Business Can Clobber the Big Guys appeared first on Customer Experience Consulting.

2016 146

2016 Financial Consulting Technology 146

GetFeedback

AUGUST 25, 2016

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

2016 195

2016 Omnichannel Customer Experience Article 195

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 2016 Measurement Books 88

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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. Every day brings another news report about how difficult it is to keep us happy.

2016 162

2016 Engagement 2015 Sports 162

GetFeedback

AUGUST 25, 2016

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

2016 150

2016 Omnichannel Customer Experience Article 150

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 […]. Customer experience Emotion ROI of Customer Experience

2016 83

2016 Connections Loyalty Consumers 83

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 2016 E Commerce Customer Engagement 94

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. Customer Service Video

Net Promoter Score 79

Net Promoter Score 2016 Customer Service Customers 79

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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.”

2016 75

2016 Books Insights Customer Experience 75

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 […]. Customer experience Employee Engagement

2016 81

2016 2015 Consumers Engagement 81

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. Not enough empathy and reps can sound cold and uncaring.

2016 63

2016 Customer Service Representative Connections Customer Service 63

ClearAction

AUGUST 21, 2016

Organizational Adoption of Customer Experience Excellence Lynn Hunsaker. Organizational adoption of customer experience excellence is the holy grail that drives sustained growth. Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it.

2016 54

2016 Customer Experience Workshop Financial 54

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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.

2016 54

2016 Brands Social Media Poor Customer Service 54

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 It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness …”.

2016 49

2016 Technology Consulting Customer Experience 49

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. Not enough empathy and reps can sound cold and uncaring.

2016 63

2016 Customer Service Representative Connections Customer Service 63

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? Janice Cuban. While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it.

2016 54

2016 Brands 2008 Social Media 54

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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. What did this tell us?

2016 60

2016 Apparel Retail Touchpoint 60

LiveChat

AUGUST 26, 2016

When reading about good customer service examples, it’s very easy to dismiss them as flukes. Someone raves about amazing customer service they just received? The problem wasn’t probably that difficult to begin with. A friend recommends a service that offers near-instantaneous response rate? Well, the company probably has very few cases to deal with so it’s easy for them. However, every professional working in the customer service space knows that it’s never that simple.

Definition 52

Definition 2016 Customer Service Multi-Channel 52

Avaya

AUGUST 23, 2016

Summer in the U.S. is winding down. In stores, aisles of beach accessories are quickly being replaced with school supplies and pumpkin-scented candles. We say goodbye to vacations, neighborhood barbecues and, at Avaya, we bid a fond farewell to the interns who have worked by our sides throughout the summer months. Avaya’s internship program aims to hire the brightest university candidates and set them up to do meaningful work.

2016 67

2016 Telecommunications Culture Demo 67

Customer Interactions

AUGUST 23, 2016

And How Customer Journey Optimization Provides the Visibility You Need

2016 62

2016 Metrics Customer Journey Interaction 62

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Amity

AUGUST 26, 2016

When many professionals think about building client relationships and creating trust, they usually default to thinking about their organization’s Customer Success department(s). But what about other teams at your company, such as sales, marketing, and product management? What role do each play in cultivating trust and facilitating client relationships? Establishing Trust through Marketing.

2016 60

2016 Roadmap Sales Demo 60

LiveChat

AUGUST 23, 2016

Excellent customer service experience is a holy Grail for all people working in business. We struggle all the time to provide the best possible service, we go hundreds of extra miles to make customers happy, and yet – we’re still getting negative feedback and customer complaints. But what if the problems you’re having are actually really simple? What if getting rid of these problems can easily increase your customers’ happiness?

2016 56

2016 Customer Service Presentation Social Media 56

Maz Iqbal

AUGUST 26, 2016

Let’s recap Part I of this conversation. The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Because they are fundamentally and inherently interconnected. So debates about which comes first (customers, employees, investors) shows that folks lack a fundamental grasp of that which we … Continue reading "A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)".

2016 54

2016 Loyalty Customer Retention Customer Philosophy 54

Heart of the Customer

AUGUST 24, 2016

Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! Whether you created the journey map for your own company or another, we’d love it if you would tell us about it in this survey: [link] All survey participants will receive the full […]. The post The CXPA and Heart of the Customer want your feedback appeared first on Heart of the Customer. Customer Journey Map

2016 60

2016 Customer Experience Professionals Feedback Customer Journey Mapping 60

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