Experience Investigators by 360Connext
OCTOBER 29, 2014
'The following is a Best of 360Connext post. Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.
InMoment XI
OCTOBER 29, 2014
I’m a big fan of Fred Reichheld. I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In his book, The Ultimate. View Article.
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Bill Quiseng
OCTOBER 27, 2014
This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.
Beyond Philosophy
OCTOBER 29, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
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Experience Investigators by 360Connext
OCTOBER 27, 2014
'The following is a Best of 360Connext post. I officially stopped trick and treating (for myself) when I was 17. I almost made it to 18, but my friend and I got back in the car after we walked around the neighborhood for two minutes feeling silly so we went to Chili’s instead. True story. But I still reminisce about the days of sprinting around to see if I could get the biggest and baddest bag.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
OCTOBER 28, 2014
'Customer empathy is not a pity-party! The ability to empathize and to put ourselves in our customers’ shoes so we understand what they are going through – tests the humanity of our organizations. Bring groups of people together in clusters of 20-30 people and have them identify the top ten customer frustrations that are occurring right now. Identify which have emerged recently and discuss how customers are responding and coping with challenges.
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
Experience Investigators by 360Connext
OCTOBER 31, 2014
'Today is the day I get to make my FAVORITE cookie – Oreo truffle eyeballs – and watch a spooky movie on Netflix (I’m taking suggestions! Anyone?). I would write a post devoted to the virtues of the Oreo eyeball, but it’s time for the Microinteraction of the Month , so I wanted to feature some impressive tactics I’ve seen recently for converting visitors (including myself – they work).
InMoment XI
OCTOBER 29, 2014
I’m a big fan of Fred Reichheld. I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In his book, The Ultimate.
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.
Michel Falcon Experience
OCTOBER 28, 2014
'I’ve spent years studying the franchise business model; it’s complex. Ensuring that you have a seamless customer experience across the entire brand is key to success. One of the primary reasons that someone may invest in buying a franchise is because of it’s proven operating systems. If you follow the established blueprint created by the franchisor you can reap the financial benefits.
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
Customer Bliss
OCTOBER 30, 2014
'This customer experience work is not for the mild-hearted or quarterly inclined. Don’t bail in the first year because the results don’t come as cleanly as seeing response rates on a marketing campaign or the number of page views on your Web site. You need belief and commitment that this is the right course. Employees must hear from the CEO that the company ticker on proclaiming something a success or failure has a much longer timeline here.
Customers That Stick
OCTOBER 30, 2014
'Meet David Janusz! While not an adherent to astrology, I am a true Cancer in that my work history is riddled with lateral moves. I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon.
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Heart of the Customer
OCTOBER 30, 2014
'The beginning of a service experience matters. A lot. Start successfully, and you can make it a great experience. Start wrong, and you can dig a hole you can’t get out of. I mentioned my car accident last week. Luckily, it wasn’t bad, but the agent didn’t know that. That’s why how she began our conversation. I told her that I was at the site of an accident.
Beyond Philosophy
OCTOBER 31, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
Maz Iqbal
OCTOBER 26, 2014
'I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms formula, recipe, method, script, template interchangeably. Is Success Reducible To A Formula/Recipe? Is communicating with another reducible to a formula?
Very Best Service
OCTOBER 28, 2014
'Customer service attitude Encouraging customers to have the right attitude was probably the aim of the owner of this Spanish restaurant when he placed this board at the entrance of his restaurant. Very valid it is, because customers with an open minded, a friendly outlook and positive attitude tend to obtain the best level of customer service as they are able to connect with the staff looking after them.
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
Win the Customer
OCTOBER 27, 2014
'Most tasks can be delegated elsewhere. Much of what we do today can be automated, saving time, money, and improving the customer experience. Once you begin noticing tasks that could be handled via automation, you''ll get excited about the potential.
Kristina Evey
OCTOBER 29, 2014
'Is it possible to be TOO nice as a Customer Service Rep? Can being TOO nice scare people off? A client of mine asked this question of me yesterday during a workshop and it gave everyone pause for thought. My response…. Yes and No. I know, I sound all “lawyer-y”, but it really is true. There are a few things to consider…. Customers are SO impressed when they find someone who is genuinely nice to them, engages with them, works to solve their problem, or answer their question, that in their mind
Think Customers
OCTOBER 29, 2014
'Mobile technology is often described as an enemy of in-store retailers by putting competitors at consumers'' fingertips. Savvy retailers, however, can fight back by providing relevant, local information to drive consumers to their store locations. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
PeopleMetrics
OCTOBER 27, 2014
'We’ve written about social media fails – remember Alton’s Comcast Disaster ? The Barclays Kenya Twitter Fiasco ? – but today, let’s talk about wins, and what you can learn from them. Okay, but the title mentioned a supernatural television show? Yes. Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins.
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Experience Matters
OCTOBER 27, 2014
'In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. We’ve been measuring each of these areas as part of our Temkin Experience Ratings for four years. So I decided to share some insights from the effort ratings component of those overall ratings (you can see this data as part of the Temkin Experience Ratings datasets).
ijgolding
OCTOBER 31, 2014
'Two years ago my family and I were fortunate and honoured to participate in a BBC1 ‘living history’ programme called Turn Back Time: the Family. An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. The essence of the programme was for us to live as our forbears lived with a view to understanding how life for the family unit has changed over time.
Think Customers
OCTOBER 29, 2014
'Though Halloween may be known for its tricks and treats, the craziest antics often come well before All Hallows'' Eve even arrives. You see, as Halloween continues to gain in popularity, consumers are now scrambling to conjure up costumes and stockpile sweets before one holiday rolls into the next. In fact, according to the NRF''s Halloween Consumer Spending Survey, consumers are expected to spend $7.4 billion on Halloween goods in 2014.
PeopleMetrics
OCTOBER 29, 2014
'Seasonal Bliss. What’s that I smell… chestnuts roasting by an open fire?! The most wonderful time of the year is almost upon us. Okay, I know I am a little early but I can’t resist: I love Christmas! I may or may not be listening to Harry Connick Jr. sing “Silent Night” right now. (Stop Judging!). I think about customer experience all day at PeopleMetrics.
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
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