Sat.May 09, 2015 - Fri.May 15, 2015

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Obsess with Customer Experience (CX) Benchmarks for the Right Reasons

InMoment XI

Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.

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5 Tips for Entrepreneurs: Prioritize or Lose Your Mojo!

Experience Investigators by 360Connext

Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks can seem nearly impossible when they’re piling up on you. And when we feel overwhelmed, many of us tend to leave these priorities up to the crisis du jour.

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Ten Aptitudes of a Successful Customer Leader

Customer Bliss

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Consider their success as enabling the operating areas to focus and change.

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The Problem with Self Service

Beyond Philosophy

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of

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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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Obsess with Customer Experience (CX) Benchmarks for the Right Reasons

InMoment XI

Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS® score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.

More Trending

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How Customer Service Can Save Cable

Customers That Stick

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be putting a massive effort behind changing its customer service.

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Know the Intent and Motivation Behinds CX Actions

Customer Bliss

Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess what lies beneath it. What is the intent at the core of the decision?

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Obsess with Customer Experience (CX) Benchmarks for the Right Reasons

InMoment XI

Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS® score rankings, JD Power awards, or another competitive CX measuring stick, companies are hyper-focused on benchmarks. Why are businesses so obsessed with benchmarking, and what results does that obsession create? Benchmarking can be very helpful to companies and their management.

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Digital Moments of Truth: Are You Mapping the Micro?

Experience Investigators by 360Connext

How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the numbers tell you a different story, then you better shape up your experience. But the world is changing very, very quickly. We are adapting to new ways of working and serving customers.

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The 2023 Verint Experience Index: Retail

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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The Art of Building a Loyal Customer Audience Online

Win the Customer

Whether it’s on social media, website content, or on a forum, make sure that anything that comes from your brand is expressive, personable and consistent with your established beliefs. From love to business, trust and gaining one’s loyalty matters. Although there’s no magic formula to building a trusting relationship online, there are a couple of […].

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14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

PeopleMetrics

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. A Call to Arms. Let’s back up a bit, and talk a little more about that ultimatum.

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Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. In some cases, the same company continues to stumble a year or two later. We've all seen it before. Improving customer service isn't simply about throwing money at the problem or adding agents. Because customer care is multidimensional, organizational leaders also need to evaluate their customer care processes, the technologies they have in place, the criteria used to recruit and train

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5 Ways to Approach Unhappy Clients on Social Media

Joe Rawlinson

Managing a brand on social media, marketers should remember that every criticism offers an opportunity for growth and improvement. Remember the famous story of the pizza chain Domino’s, which enjoyed one of the largest quarterly store sale jumps ever by actively responding to customer negative feedback? Running profiles on social media, it’s inevitable that you’ll receive public and private messages from irritated or annoyed customers, so it’s in your best interest to lea

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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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Report: The State of the CX Management, 2015

Experience Matters

We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

2015 106
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What Do Customers Secretly Say About Your Customer Experience?

PeopleMetrics

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback. But rest assured, customers are forming opinions about your business in every interaction. And when they share those opinions, whether or not they share them with you, you’ll feel the impact.

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How Customer Emotions Can Build or Break Your Profitability

Kristina Evey

The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Does the phrase “Can we talk?” sound familiar and scary?

Banking 98
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Top 20 Customer Service Soft Skills to Master (Infographic)

Provide Support

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction. In fact, soft skills are even more significant than technical skills as at the end of the day what your customers will remember is how they felt about y

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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 Strategy – the missing connection in Customer Experience

ijgolding

I am going to start this post with a question you might find a little obvious – ‘do you know what the PURPOSE of your business is?’ Whilst it may be an obvious question, it is a remarkably important one. It is also a question that, from experience, I know many people find difficult to answer. Being very conscious of the continued risk of stating the obvious, it is extremely important for any organisation to have a real sense of clarity and understanding of the reason why they

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How Should You Manage Your People?

Win the Customer

The customer service industry is complicated. Serving customers is an intensely personal, human interaction. Doing it effectively will test any organization’s ability to manage its most valuable resources, the very people who serve customers. Everything we do (more or less) is bespoke. All our customers are different, and because all of our customers are different […].

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5 Ways to Approach Unhappy Clients on Social Media

Joe Rawlinson

Managing a brand on social media, marketers should remember that every criticism offers an opportunity for growth and improvement. Remember the famous story of the pizza chain Domino’s, which enjoyed one of the largest quarterly store sale jumps ever by actively responding to customer negative feedback? Running profiles on social media, it’s inevitable that you’ll receive public and private messages from irritated or annoyed customers, so it’s in your best interest to lea

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Is Your Customer Experience Layered Before It’s Consistent?

Michel Falcon Experience

Does your company try to do too much when you lack a consistent customer experience?When I consult with a company, one of the first things I look for is their level of consistency in delivering a predictable customer experience. More often than not, they are trying to do too much… Read More». The post Is Your Customer Experience Layered Before It’s Consistent?

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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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To Move Forward in Customer Service, Measure Outcomes Instead of Interactions

Tricia Morris

Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of consumers’ hands 24 hours a day/seven days a week, to social media providing customers with a megaphone for asking questions, voicing complaints or expressing delight. In a recent podcast with The Service Council’ s Chief Customer Officer and former Aberdeen analyst Sumair Dutta, Bill Patterson of Microsoft answered questions around t

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Focus on these 5 Trends to Step up Your CX

Think Customers

Think companies are improving their customer experiences? Think again. According to the recent 2015 Temkin Experience Ratings, more companies have dropped in their CX ratings this year. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 85
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Tigersheds – Tiger, Tiger, burning dull – a tale of terrible Customer Service

Ian Williams

Now, I don’t usually do this, as it is not within my interest as a Customer Experience consultant to ‘go public’ on a bad experience that I have, however this has been SO bad that I thought it would be wrong not to share it. Please see the video below and read the communications underneath. From: Ian Williams. Sent: 14 November 2014 09:45.

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Turn a Complaint into an Opportunity to Increase Customer Loyalty

Up Your Service

When you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons. It could be a team member calling in sick, the internet goes down, bad weather strikes, an unexpected traffic delay occurs, and so on. We may not always prevent such situations, but we can always do something about them!

Loyalty 111
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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.