InMoment XI
MARCH 20, 2015
Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.
Experience Investigators by 360Connext
MARCH 18, 2015
'I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW. It has changed dramatically in those six years. There are fewer opportunities to discover new speakers through wandering into sessions.
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Beyond Philosophy
MARCH 17, 2015
'How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.
Win the Customer
MARCH 16, 2015
'The customer customer is so important, why do you have a machine keep you busy while you sort things out with someone else? Putting customers on hold is about more than people being patient. Hold time shows a disconnect between the customers wanting to work with you and your willingness to want to take advantage of that immediate opportunity to […].
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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.
InMoment XI
MARCH 20, 2015
Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
MARCH 19, 2015
'You can recognize disconnected silo agendas at work when short-term revenue requirements compromise long-term revenue efforts. There’s a lack of clarity on what’s really important to differentiate the company. The customer is not understood the same way by everyone in the company. There’s an imbalance between the culture to drive revenue and the understanding of including customer investment.
Win the Customer
MARCH 20, 2015
'Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization. In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […].
InMoment XI
MARCH 20, 2015
Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their.
Beyond Philosophy
MARCH 16, 2015
'Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon.
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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
Customer Bliss
MARCH 17, 2015
'Think about the number of task forces you’ve been involved in regarding customers. Did anyone have a clue, beyond the first few meetings, on: How you were going to get the things done that the brainstorming had birthed? Where you were going to get the funding from? Who was going to lead the effort? Many organizations gear up for “customer focus” action only when the survey results have just come out or are about to be announced.
Win the Customer
MARCH 16, 2015
'The ultimate goal of help desk software is to collect, prioritize, close, document, and report on issues in order to achieve the maximum positive customer experience from customer service. In a recent report by Software Advice on the current state of help desk software (i.e. software used to manage the relationship of a service or product and its […].
Kristina Evey
MARCH 18, 2015
'Bad customer service – we’ve all experienced it. The receptionist that seems impatient with us on the phone. The server at the restaurant that is condescending and rude, thus ruining our dining experience. The clerk at the store that seems to think we are invisible and rolls her eyes when we actively try to get her attention. Poor customer service is rampant these days.
Beyond Philosophy
MARCH 19, 2015
'A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.
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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Customers That Stick
MARCH 17, 2015
'This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively.
Think Customers
MARCH 18, 2015
'Because the pizza business continues to shift rapidly toward an online ordering experience, major players, such as Domino''s and Papa John''s, have raised the bar for smaller establishments that often struggle to implement and integrate modern technologies. For Sarpino''s Pizzeria, however, Web and mobile ordering platforms have enabled Chicago''s fastest growing chain to compete with top brands and grow its market share.
Experience Matters
MARCH 17, 2015
'We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This is our annual analysis of CX priorities and spending within large organizations (see last year’s data snapshot ). Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond
Win the Customer
MARCH 18, 2015
'Customer experience management can be a long term disaster for organizations that have been subjected to a data breach causing leaks of critical customer information and loss of customer trust. The Ponemon Institute’s 2014 Cost of Data Breach study determined that 31% of data breaches were caused by human error and negligence as 46% of companies claimed […].
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
Customer Enthusiast
MARCH 19, 2015
'My family and I will travel to Breckenridge next month over spring break. As we do every year, we’ll be staying at our favorite lodge at the base of the mountain. When making the reservation back in January, I requested a slope-side view with the understanding that any request would be noted as a preference, not a guarantee. During my conversation with the reservations agent, he acknowledged our previous stays and hinted that this would be taken into consideration when assigning units closer to
Think Customers
MARCH 16, 2015
'We''ve all read the articles and seen the reports: This year is the year of personalization. From emails that send local weather updates, watches that report your day to day efficiency, beacons that engage customers'' interests in-store, and changing rooms that know your style and sizes, 2015 is poised to take personalization to the next level. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Experience Matters
MARCH 20, 2015
'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. USAA and credit unions tied for the top spot, each with a rating of 81%, putting them in 8 th place overall out of 293 companies across 20 industries. Credit unions (which is a rating for a group of credit unions, not one company) have earned the highest ranking for banks over the past four years.
Heart of the Customer
MARCH 18, 2015
'How do you create change when you’re the first customer experience (CX) leader at a highly successful business with a history of customer focus? That’s the challenge Mark Smith faced when he became GE Capital Fleet Services’ first Vice President of Customer Experience a year ago. His response? Focus on the culture, because that’s what […]. The post “Customer Experience is all about culture change” – an interview with Mark Smith, VP of CX at GE Capital Fleet Services appeared first o
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Maz Iqbal
MARCH 17, 2015
'The Technology Exists to Transform the Customer Experience In his latest post Don Peppers shares his experience of attending the Mobile World Congress in Barcelona. Given my recent experiences as a customer, the following words particularly resonate with me (bolding mine): “At virtually every booth, at every significant exhibit, the message was about how to use […].
Think Customers
MARCH 17, 2015
'Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role.
Experience Matters
MARCH 19, 2015
'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 hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating o
transcosmos Information Systems
MARCH 14, 2015
Do you remember when you were kids how your parents would say, “Say the magic word!” every time we want something? And that singular word works like magic every time. Your parents would give in to your requests with a “Please”, anger is automatically dissipated with a “Sorry” and hearts melt with a “Thank you.”. We sometimes forget the magic of words when it comes to customer service.
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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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