Experience Investigators by 360Connext
APRIL 11, 2016
When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience” guy and dove into the many blogs, books, and podcasts about customer experience. There is just. so. much. It’s easy […].
Beyond Philosophy
APRIL 13, 2016
Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri
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Customer Bliss
APRIL 14, 2016
Uber has no doubt been a darling of the investor community and the business school community. It’s virtually synonymous with the idea of disruption at this point, and at the end of 2015, its fundraising was in line with a $62.5 billion valuation. By contrast, Lyft — which is the clearest rival to Uber and the company it’s most compared to — has had very successful valuations, but nothing closer to Uber.
Experience Matters
APRIL 13, 2016
Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index. Starbuck’s loyalty ranks 5th out of […].
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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.
PeopleMetrics
APRIL 15, 2016
My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence. In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
APRIL 12, 2016
It was my pleasure to appear on the MarketingSmarts podcast episode that debuted last Wednesday. You can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss. I was interviewed by the great Kerry O’Shea Gorgone. We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership.
Forrester
APRIL 14, 2016
A high-quality customer experience is the result of interactions between people in a network Forrester calls a customer experience (CX) ecosystem. As followers of this blog know, what holds that ecosystem together are value exchanges facilitated by an open, collaborative business culture. My colleague Sam Stern laid out how businesses define workers' roles and create engagement within this ecosystem.
Think Customers
APRIL 12, 2016
I was reading a blog post the other day from Travers Clarke-Walker, CMO at Fiserv - International Group, that got my attention. Clarke-Walker mentioned that Tandem Bank founder Ricky Knox is inviting consumers to become "co-founders" in this U.K. 'challenger' bank and receive a share in the bank and early access to new products in exchange for sharing their feedback on the customer experience.
ClearAction
APRIL 12, 2016
Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don’t ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.
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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
Eptica
APRIL 13, 2016
Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. Author: Olivier Njamfa Over the past fifteen years, the importance of customer experience has grown dramatically. It is now increasingly central to the lives of consumers, meaning that companies that satisfy their needs benefit from a competitive edge over their rivals.
Tricia Morris
APRIL 15, 2016
There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher. According to Microsoft’s own Global State of Multichannel Customer Service Report , 59% of consumers have higher expectations for customer service today than they did just one year ago.
Think Customers
APRIL 13, 2016
Along with "next guest, please" the phrase consumers most likely hear at a store is, "are you part of our loyalty program?" But while most companies have a loyalty program, many still struggle to pull actionable insights from the mountain of loyalty data they've collected. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Natalie Petouhof
APRIL 12, 2016
Tweet What’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Salesforce for Messenger will enable companies to leverage existing business processes to make customer journeys even more relevant and personalized than ever before.
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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Kayako
APRIL 14, 2016
This is a guest post from Desiree de la Rosa of Videopath. Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering?
Experience Matters
APRIL 15, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].
Think Customers
APRIL 11, 2016
Omnichannel is becoming more than a buzzword. Providing seamless experiences across channels and consistency in messaging and engagement is a 'must' for companies. In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands.
LiveChat
APRIL 13, 2016
If you’ve read my latest post about lion customer taming, you may think: OK, I’ve seen a post about dealing with customer complaints , but there was nothing about dealing with complaints via social media ! That’s because dealing with negative comments on social media is different than dealing with the “regular” complaints, received by phone, chat or email.
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
Michelli Experience
APRIL 13, 2016
The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE stands for: Fast. Accurate. Caring. Easy. I can demonstrate 2 of the 4 principles (Fast and Easy) with one quick example – the Domino’s Zero Click Pizza app.
Amity
APRIL 12, 2016
SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. It's a concept that Ed Powers commonly refers to as Organizational Silo-ism. Which is the friction between departments, specifically within growing companies. To help break down silos, w e've decided to dedicate this issue of the SaaS Tattler to aligning the key customer-facing teams within your organization.
Heart of the Customer
APRIL 13, 2016
We were leading the Action Workshop, finishing a journey mapping project with a client. Whereas they had a very strong overall experience, they were struggling to retain Millennials, a key demographic for them (and for many clients). The journey mapping process led to a clear picture of the pain points for this demographic, and pointed […]. The post Using Journey Mapping to Kill 50 Ideas That Suck appeared first on Heart of the Customer.
Provide Support
APRIL 13, 2016
How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. “Customer experience is now clearly at the heart of digital transformation, and digital is at the center of that customer experience,” said Anatoly Roytman, managing director at Accenture Interacti
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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,
Experience Matters
APRIL 11, 2016
I am often asked some version of this question: We just saw the <Temkin Experience Ratings, Temkin Group’s NPS benchmark, Forrester’s CXi, JD Powers, The ASCI> and it is completely different from what our internal data is telling us. How should we reconcile the two data points? Given that I created several of those industry measurements, it’s fair for […].
LiveChat
APRIL 12, 2016
An angry customer is a business nightmare, right? Wrong. An angry customer is a business opportunity. If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as: The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even
Topdown
APRIL 14, 2016
When building out a customer experience management (CXM or CEM) architecture, you will need to address marketing, commerce and service functions. With the right allocation of resources, you will be able to provide a rich, consistent and deeply personalized customer experience at every stage of the customer lifecycle and across each touchpoint. To do this, you need to determine how, not whether , you will be sharing data and content across your digital experience (DX) platform.
Bob Hayes
APRIL 11, 2016
Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience as well as their likelihood of engaging in different types of customer loyalty behaviors, companies are able to use these data to get insight about how to improve the quality of the customer relationship to improve customer loyalty.
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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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