Experience Investigators by 360Connext

NOVEMBER 5, 2014

'It’s funny how everything old becomes new again. Apparently, reading is good for us! Of course, reading is a fundamental aspect to learning and growing. But it hasn’t always been seen as something to do while at work. Sure, we read emails and the occasional “Hang In There” cat poster, but reading for joy or even learning is not typically encouraged by bosses in annual reviews. “Ok, Susie, you’ve done great but I really wish you would read more novels.”

Books 273

Books Customer Experience Net Promoter Score Culture 273

InMoment XI

NOVEMBER 5, 2014

Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced the intent to create a new independent company, MaritzCX, through the acquisition of Allegiance and subsequent combination with Maritz Research Inc. We will bring together the award-winning software innovation of Allegiance with the market research.

Customer Experience 200

Customer Experience Innovation Article Customers 200

Customer Bliss

NOVEMBER 6, 2014

'It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos. In many strong siloed organizations, there’s an upstream swim to connect on the end-to-end hand-offs required for customer experience.

Connections 229

Connections Metrics Leadership Customers 229

Beyond Philosophy

NOVEMBER 6, 2014

'Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

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Experience Investigators by 360Connext

NOVEMBER 3, 2014

'The following is a Best of 360Connext post. “That’s so interesting!” I hear this over and over when I describe what 360Connext does. In a nutshell, it’s how to better your business. Here’s the gist, just in case you haven’t heard it: We evaluate customer experience for organizations interested in understanding the true experience of their customers, not just what they believe it to be.

Leadership 271

Leadership Social Media Consulting Loyalty 271

Customers That Stick

NOVEMBER 3, 2014

'“First, do the customer no harm.”. The Hero-Class TM Oath. One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-Class TM customer service.

Books 161

Books Blog Customers Customer Service 161

Customer Bliss

NOVEMBER 4, 2014

'We have created a kind of hysterical customer feedback muscle in the marketplace by over-surveying our customers and asking (ever so thoughtfully) “How can we improve?”. Customers tell us what to do and we haven’t moved on the information. Customers read the lack of action as lack of caring and certainly lack of respect. We often over think what the customer effort should be.

Connections 187

Connections Feedback Information Customer Experience 187

Experience Investigators by 360Connext

NOVEMBER 6, 2014

'Remember when retailers were scared of their online competitors? While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once only sold online are building stores for customers to visit in real life. Becoming truly omnichannel. We do live in an omnichannel world, but it can still be surprising to learn how many online retailers are experimenting with brick and mortar.

Omnichannel 258

Omnichannel Retail Social Media Culture 258

InMoment XI

NOVEMBER 5, 2014

Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced the intent to create a new independent company, MaritzCX, through the acquisition of Allegiance and subsequent combination with Maritz Research Inc.

Customer Experience 200

Customer Experience Customers 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

Retail

Customers That Stick

NOVEMBER 6, 2014

'The following is a post from Tricia Keels, Content Marketing Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the call center handled the situation like champs from beginning to end.

Document 156

Document Call Center Customer Service Blog 156

Beyond Philosophy

NOVEMBER 4, 2014

'Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Forrester

NOVEMBER 7, 2014

'2014 wasn''t a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it''s just not good enough to win, serve and retain customers. And it won''t get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be considered poor.

2015 109

2015 2007 2014 Loyalty Programs 109

InMoment XI

NOVEMBER 4, 2014

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by Maritz “showed them the money.” While all businesses would likely agree they want customers to leave happy, it can be challenging. View Article.

Loyalty 200

Loyalty Article Marketing Automotive 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

NOVEMBER 6, 2014

'Ending the tale of being rear-ended, I found another great lesson. Geico took care of my car, having ABRA Auto Body put on a brand-new bumper. As I checked out, ABRA gave me a document to “help” me fill out my survey. Yes, they told me exactly how I should fill out my questions! Perhaps this shouldn’t surprise me. We’ve all heard of car salespeople, retail employees and restaurant staff who game the system.

Document 92

Document NPS Metrics Retail 92

Beyond Philosophy

NOVEMBER 4, 2014

'Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that? This latter one is called “Buyer’s remorse”. That post-purchase anxiety about a decision is a common affliction for Customers.

CEM 113

CEM 2014 2011 2010 113

Joe Rawlinson

NOVEMBER 4, 2014

'My son recently ordered a game from Amazon. He was so excited to get this game that he paid extra money for next day delivery. Imagine how excited he was to go to bed knowing that the next day his cherished game would arrive. Think back in your experiences. You’ve anxiously awaited a special delivery too. We checked the tracking information on my son’s order to see its status.

Definition 123

Definition Customer Relationships Communication Customer Expectations 123

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 200

2014 Customer Experience Blog Insights 200

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

Forrester

NOVEMBER 7, 2014

'Improving the U.S. federal customer experience (CX) is crucial to our nation''s long-term security. I''m not exaggerating. Improving federal CX is about far more than just boosting an agency''s ranking on the American Customer Satisfaction Index (ACSI) or raising a Net Promoter Score. It''s even about more than influencing the success or failure of major policies - and we all saw how the initial breakdown of healthcare.gov hurt the implementation of the Affordable Care Act.

Net Promoter Score 96

Net Promoter Score 2015 Customer Experience Customer Satisfaction 96

Beyond Philosophy

NOVEMBER 3, 2014

'Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. Often seen as a drawback for online retailers, delivery times are a critical marketing area of opportunity for companies whose business model shuns the brick and mortar business model. Expanding their offering to include same-day home delivery is a great challenge but could be extremely lucrative if they get it right as they have done in the UK.

E Commerce 88

E Commerce Marketing Retail Books 88

Think Customers

NOVEMBER 7, 2014

'2014 wasn''t a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it''s just not good enough to win, serve, and retain customers. And it won''t get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be considered poor.

2007 88

2007 2015 2014 Loyalty 88

InMoment XI

NOVEMBER 4, 2014

Given the lengthy purchase cycle for new cars and the intense competitiveness of the market, car dealers have a special challenge in creating loyal customers. Is it worth it? A linkage study funded by Maritz “showed them the money.” While all businesses would likely agree they want customers to leave happy, it can be challenging.

Loyalty 200

Loyalty Article Marketing Customers 200

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Measurement

ijgolding

NOVEMBER 4, 2014

'At the weekend I was honoured to witness the wedding of a very dear friend of mine. It was a quite wonderful occasion from beginning to end. Those of us who have had the pleasure of attending a wedding (whether it be our own, or of others) have all seen the traditional exchange of wedding rings. It was not until Saturday that I considered how the wedding ring can act as the analogy between the coming together of two people in marriage and the coming together of a customer and business.

Customer Experience 84

Customer Experience Customer Journey Customer Retention Loyalty 84

PeopleMetrics

NOVEMBER 6, 2014

'Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Knowing where to look to find these insights and how to communicate findings in a clear way will not only gain support internally, but will also place the customer at the center of your company’s culture.

Measurement 80

Measurement Customer Experience Feedback Culture 80

Beyond Philosophy

NOVEMBER 2, 2014

'Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience.

Culture 74

Culture Employee Experience Reference Books 74

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 200

2014 Customer Experience Blog Insights 200

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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