Sat.Mar 07, 2015 - Fri.Mar 13, 2015

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5 Ways To Master your Customer Experience Role

Experience Investigators by 360Connext

'There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. We have only just begun the customer experience revolution, and yet, many people have decided to become experts !

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Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

'I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior?

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Make Them Listen by Translating Customer Data into Engaging Customer Stories

Customer Bliss

'Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. This is not the action I am referring to with the aptitude “make them listen.” Your job is to take customers off the spread sheets and survey results to advance a conversation within your organization about the lives of your customers – their experiences – and who they are.

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Are You Giving Your Customers the Experience They Really Want?

Win the Customer

'Knowing what is considered a good customer experience does not assure that one knows how to provide it. Anyone who has put in any effort to study customer experience, has probably come across the typical definition of experience as the sum of all interactions a customer has with a brand across all channels and at various touch points. […].

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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What Will SXSW Mean for Customer Experience in 2015?

Experience Investigators by 360Connext

'It’s that time again! I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone’s attention but is a flash in the technology pan. QR Codes on t-shirts? Worst idea ever. But there they were, everywhere, just a few years ago.

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How to Communicate your Way to a Better Customer Experience

PeopleMetrics

'Are you on Slack ? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete.

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4 Trends Transforming the World of Social Media Customer Service

Win the Customer

'Social media plays a huge role in everyday life. Not only do people use social media to stay connected, but they also use it to interact with their favorite brands. The biggest challenge brands face when using social media to reach customers is finding out where they spend their time online and the best way […].

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5 Blogging Tips to Fuel Up Your Content Machine

Experience Investigators by 360Connext

'Blogs are at the center of many content strategies. Ours at 360Connext is no exception! It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! I write several times a week and I’m often asked how we come up with our content. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources.

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Report: Engaging Millennials in the Workplace

Experience Matters

'We just published a Temkin Group report, Engaging Millennials in the Workplace , which provides five employee engagement strategies for younger workers. Here’s the executive summary: Common estimates predict that the Millennial generation—those born between 1980 and 2000—will make up 60% of the workforce by 2020. As with each previous generation, this group of employees brings its own set of expectations, attitudes, and approaches to the job, which creates both challenges and opportunitie

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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How to Set a Direction and Improve Customer Experience

PeopleMetrics

'If you’ve decided to focus on improving customer experience, you’re going to need clearly defined goals and a strategy to get you there. Here are some tips to help you set a direction and improve adoption throughout your company. 1. Define goals clearly (and how you’ll measure success). How you convey your goals to the rest of your company is extremely important.

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When Did Bad Customer Service Become The Standard of Service?

Win the Customer

'Has it really been that long since the customer was always right, since orders were received with a smile (even on the web), and since company screw-ups were dealt with promptly and with class? When did customer service become so uncool? Tony Mase is a serious student of the works of Wallace D. Wattles and […].

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CX Pros Are Blind to the Line of Visibility

Think Customers

'A few years back, FedEx learned that "the leaning tower of packages" at its retail locations was making many customers uneasy. Store employees would take a customer''s package, and place it on the messy pile. Based on that simple visual cue, these customers worried that their package might very well get lost in their seemingly haphazard shipping process.

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Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

ijgolding

'Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].

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The Open CCaaS Advantage Report

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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Free your mind: Voice of Customer

OpinionLab

A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology.

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10 Ways Customer Service Wins Customers Without Selling [Infographic]

Win the Customer

'The secret to effective customer service sales without having to sell is to understand customers wants, needs, and delivering those.

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Lexus and Toyota Lead Auto Dealers in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from the auto dealer results between 2012 and 2015: Auto dealers’ average rating dropped from 66.3% in 2014 to 63.7% in 2015, the lowest score they’ve had since 2012.

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Do You Have the Guts to Be a CX Leader in 2015?

Think Customers

'At a meeting last week for the investor community, Target Corporation Chairman and CEO Brian Cornell and members of his leadership team presented plans intended to transform the retailer''s business. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Customer journey maps are all about expectations

Heart of the Customer

'Nobody likes surprises. Even positive ones can ruin your customer experience. Here’s a case in point. I was teaching at an insurance company when an employee told me a story. A customer filing a claim told him, “my agent said I don’t have rental coverage. Now I have to pay for the stupid rental car.” The employee informed him […].

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The Secret to Being in Business for 60 Years: Patience, openness and warmth (Sanders Barbershop in Broken Arrow, OK)

Myra Golden

A few weeks ago my daughter and I went on a photography walk in downtown Broken Arrow, Oklahoma, where we live. We saw many interesting sites, many familiar, but some new finds as well. Just as we were heading back to our car, I spotted Commercial Street. I couldn’t recall ever walking down Commercial Street. My daughter, 14 and easily aggravated when she has to be away from her iPhone for more than a few minutes, said, “No, let’s go to the car.

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UPS Leads Parcel Delivery Services in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from the parcel delivery services results between 2012 and 2015: Despite a very slight decline in their average ratings—down from 73.2% in 2014 to 72.9% in 2015—parcel delivery services have the fourth highest average rating of all the industries we evaluated in the 2015 Temkin Experience Ratings.

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CheapOair Humanizes Technology with In-App Customer Service

Think Customers

'Despite our innate affinity to journey all over the world, travel can often become complicated. Between scheduling flights and navigating terminals, getting from point A to point B isn''t always easy. However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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CX Pros Are Blind To The Line Of Visibility

Forrester

'A few years back, FedEx learned that "the leaning tower of packages" at its retail locations was making many customers uneasy. Store employees would take a customer's package and place it on the messy pile. Based on that simple visual cue, these customers worried that their package might very well get lost in their seemingly haphazard shipping process.

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Engagement and Culture are Related, But Different

CX Journey

'Today I''m pleased to share a guest post by George Jacob of PeopleMetrics. As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” It’s understandable. The two terms are related, and they’re both elements of customer experience improvement. But it’s important to make a distinction between the two terms, because they differ in the ways they’re measured, improved, and capitalized on.

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Apple and Google Lead Software Industry in Customer Experience

Experience Matters

'We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are some highlights from the Ratings for software firms: Apple and Google tied for the highest score in the software industry, each scoring 66% and ranking 136 th overall. Apple’s score declined by two percentage-points from last year, while Google’s increased by one point.

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Why Marketers are Embracing the Customer Experience

Think Customers

'Marketers are turning the customer experience into their rallying cry. At the Adobe Digital Marketing Summit, discussions about the future of marketing were peppered with references to "meeting customer expectations" and "improving the customer experience.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the