Sat.Oct 18, 2014 - Fri.Oct 24, 2014

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What IS a Customer Touchpoint?

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions.

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Managing Customer Relationships, One at a Time

InMoment XI

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the.

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Why I’ve Spent Months Building the Experience Academy

Michel Falcon Experience

'Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization. As I say in many of my keynote speeches, the primary reason I devoted my career to customer experience management is because it earns greater profits and revenue.

2015 154
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The State of Customer Experience (Infographic)

Customers That Stick

'In honor of Customer Experience Day , Temkin Group released its “ The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for those working in the CX trenches.

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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 Does It Take To Be A Customer Focused Organization?

Experience Investigators by 360Connext

'The following is a Best of 360Connext post. We Want to Believe. As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Organizations grow, though, and things happen.

More Trending

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Three Actions to Drive Customer Profitability

Customer Bliss

'Driving the customer agenda and customer profitability must always be at the top of the agenda. 1. Keep customers top of mind and take ownership for making customers a priority of the business. If proposals are lacking in customer perspective or customer considerations, send everyone back to the drawing board. 2. Make the leap to change the way people think about the business.

Metrics 180
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The Compete Through Service Symposium

Customers That Stick

'I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the few programs at a major university dedicated to customer experience.

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Connecting with Customers In The Moment: How These Brands Nailed It

Experience Investigators by 360Connext

'Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. But sometimes the things that leave a lasting impression aren’t dazzling and delightful. Considering who your customers are and what they’re experiencing in the moment can say a lot about how much your organization really cares about them.

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Managing Customer Relationships, One at a Time

InMoment XI

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the.

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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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Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

'The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years. Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. That being said; he admits they might have done some things differently.

ROI 119
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Shareholder or Customer First? The difference between Tesco and Amazon

ijgolding

'October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis. Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so.

2014 116
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How Customer Experience Champions Transform Culture

Think Customers

'In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. These programs work as extensions of core customer experience teams which tend to be quite small.

Culture 102
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“It’s up to you” – Choices can ruin your customer experience

Heart of the Customer

'Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company. We were looking for an example to bring it all together. So, being a good partner, I went out and got rear-ended.

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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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Do You Have a Secretly Toxic Employee Problem?

Beyond Philosophy

'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 117
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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

'‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

2014 91
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5 Tips for Optimal Mobile App Customer Care

Think Customers

'As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Customer Service Surveys – Have Them Take a STAND!

Kristina Evey

'I often work with clients to create customer surveys to get valuable feedback from customers about the way they do business, ways to improve, what is working, what isn’t, etc. One of the most frequent discussions we have is around my guidance to avoid having a neutral response available for the respondent. I like to provide the following options for quantitative options… Take a Stand with Customer Feedback.

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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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Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

'Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer.

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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

'We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. USAA and JetBlue took the top two spots, each with an NPS of more than 60.

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Loyalty 2.0: Embracing Engagement-Based Incentives and Strategies

Think Customers

'Over the years, loyalty programs and strategies have evolved to reflect consumer behaviors. But, as the competition within various markets becomes increasingly fierce, cultivating said loyalty has become more challenging than ever. Thus, companies across industries are now working to embrace the ever-growing spectrum of digital channels to create communities and facilitate conversation.

Loyalty 88
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10 stories how “policy” destroys brand loyalty

The DiJulius Group

'Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to […].

Brands 68
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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Putting the Power of Your People to Work

Beyond Philosophy

'Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer.

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Beware of the #CX Inflection Point

CX Journey

'I originally wrote today''s post for Intradiem. It appeared on their blog on June 19, 2014. What is the customer experience inflection point? There comes a time in every company''s history, present time, or future when it must change or adapt - or die. That''s a pretty melodramatic statement, isn''t it? Maybe. But perhaps it''s also an eye-opener for some companies.

Culture 69
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Bridging the Gap from Concept to Reality: What It Takes to Deliver an Authentic Experience

Think Customers

'What does it mean to be authentic and how can businesses empower employees to provide those experiences? These were some of the questions that executives tackled at Customer Contact 2014 West: A Frost & Sullivan Executive MindXchange this week in San Diego, Calif. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2014 91
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Customer Experience Q&A with Roland Boekhout, CEO ING-DiBa

Forrester

'Have you ever heard of a bank that''s as popular with its customers as Amazon is with Amazon''s customers? Me neither - at least not until we ran our Customer Experience Index study in Germany this year. That''s when I found out about ING-DiBa. So what does ING-DiBA do that makes it so special? Attendees of Forrester''s Forum for Customer Experience Professionals EMEA are going to find out in London on November 17 and 18 because that''s when Roland Boekhout , CEO of ING-DiBa, is going to tell u

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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.