Experience Investigators by 360Connext

APRIL 16, 2015

'The world is changing, and fast. We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. But many brands aren’t keeping up, leaving the door wide open for competitors to reap the rewards of meeting these demands.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

InMoment XI

APRIL 11, 2015

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

Article 342

Article Connections Insights Customer Experience 342

Customer Bliss

APRIL 16, 2015

'When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog ,” is a reminder that people are bound by emotion to the things they love. They are bound by emotion to behaviors they love. What binds dog lovers to their pets is the constant devotion they receive from them: a warm welcome. caring nature. selfless actions.

Culture 204

Culture Loyalty Customers Customer Experience 204

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.

CEM 148

CEM Reference Employee Experience Books 148

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Customers

Win the Customer

APRIL 13, 2015

'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.

Customer Experience 136

Customer Experience Call Center Brands Communication 136

Customer Bliss

APRIL 14, 2015

'Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer. Without collectively managing the impact due to silo dysfunction, companies will continue to deliver random and defaulted experiences. Most companies inflict customer pain. Sometimes the end game for customers becomes merely to pick the company that will inflict the least pain.

Connections 167

Connections Metrics Customer Centricity Customers 167

Beyond Philosophy

APRIL 15, 2015

'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.

2012 124

2012 Consulting 2014 Airlines 124

Kristina Evey

APRIL 14, 2015

'Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? This is commonly known as Net Promoter Score, or NPS. On a scale of 1- 10, 10 being the highest likelihood, you delight in the folks that score a 9 or 10, pay more attention to the 6, 7, and 8 scorers, and count on the fact that anyone scoring 5 or

Loyalty 127

Loyalty Net Promoter Score Reference NPS 127

InMoment XI

APRIL 11, 2015

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

Article 200

Article Connections Insights Customer Experience 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

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Michel Falcon Experience

APRIL 12, 2015

'How is your company making your customer experience effortless for your customers? What features, products, or systems are you creating to make doing business with your company as easy as ordering a pizza from Domino’s?A few years ago, it was mentioned that customer experience was the new battleground for businesses. Today,… Read More».

Customer Experience 167

Customer Experience Employee Experience Customers 167

Beyond Philosophy

APRIL 14, 2015

'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

PeopleMetrics

APRIL 17, 2015

'Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. With 2016 budgets and marketing plan deadlines around the corner, many digital marketing professionals are finding themselves scrambling to understand more about CX and how they can use it to rise a

Customer Experience 108

Customer Experience Marketing Wireless 2016 108

Andrew Mcfarland

APRIL 14, 2015

'I heard recently that April is Customer Loyalty Month. Perhaps this has always been the case and I am discovering it late. Regardless, let me go on record as saying that declaring April as Customer Loyalty Month is counterproductive. Instead, customer loyalty should coincide with Children’s Day. Let me explain. It must be universal [.].

Loyalty 108

Loyalty Customers Customer Service Customer Experience 108

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

Ian Williams

APRIL 17, 2015

The term Voice of the Customer is widely spoken about in the Customer Experience world and, alongside Net Promoter Score, Customer Satisfaction and Customer Effort Score, is considered to be one of the most important research techniques/ metrics on offer to CX professionals. That being said, for a few different reasons, it is also arguably the most mysterious and misunderstood of all of the CX measurement techniques.

Customer Journey Mapping 107

Customer Journey Mapping Net Promoter Score Definition NPS 107

Heart of the Customer

APRIL 15, 2015

'No neighborhood is complete without the local hardware store. Ours is Settergren’s, an Ace Hardware that’s been in business for over a hundred years. Like most of it’s compatriots, it’s the anti-Home Depot. You get a good selection at a decent price. But what really matters is the convenience and the really good advice from […].

Loyalty 94

Loyalty Culture Customer Experience Customers 94

PeopleMetrics

APRIL 15, 2015

'Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting for new partners because their current solutions weren''t delivering the value they needed. So, if you need to find a new Voice of the Customer solution, this post is for you. Here are eight questions to help you qualify a partner. 1.

Net Promoter Score 82

Net Promoter Score Feedback ROI Customers 82

Think Customers

APRIL 13, 2015

'I often hear many marketers and customer service leaders deliberate over a common struggle: proving to executives that investing in customer experience initiatives and technologies is worth it. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Loyalty 85

Loyalty Customer Engagement Blog Customer Service 85

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

Maz Iqbal

APRIL 12, 2015

'It occurs to me that when the same ‘problem’ keeps coming up then it worth taking a deeper look at the ‘the way of showing up and travelling’ (some call this mindset or worldview) that generates the methods-techniques-tools for addressing the problem. So in this conversation I wish to grapple with the persistent problems of […].

Loyalty 75

Loyalty Engagement Leadership Travel 75

Experience Matters

APRIL 13, 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’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings.

2015 105

2015 Wireless Airlines Hotels 105

ijgolding

APRIL 15, 2015

'Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].

Net Promoter Score 102

Net Promoter Score Feedback NPS Banking 102

Think Customers

APRIL 14, 2015

'One of the biggest challenges that sales, marketing, and customer care leaders continue to encounter is their inability to gain a truly comprehensive view of their customers. Whether it''s the ability to see the full stream of transactions a customer has made with a company, the most recent channels they used to interact with the organization, or the feedback they''ve shared about their experiences in social media or with the contact center, there''s often one or more pieces that are missing fr

Connections 83

Connections Social Media Contact Center Customer Centricity 83

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Measurement

Maz Iqbal

APRIL 17, 2015

'Is Knowledge / Understanding The Key To Closing The Customer Experience Gap? A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them […].

Customer Experience 100

Customer Experience Brands Customers 100

Forrester

APRIL 16, 2015

'Mandates for better federal customer experience (CX) have been piling up for more than 20 years. The trend began way back in 1993, when Executive Order No. 12862 required federal agencies to create basic CX standards. The strongest and most recent mandate is last year''s "customer service" cross-agency priority goal, which requires federal agencies to provide the public with experiences "comparable to [those] they receive from leading private sector organizations.".

Customer Experience 74

Customer Experience Government Customers Marketing 74

AskNicely

APRIL 12, 2015

If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. That barista at your local café could take her lip ring out for starters. The corner store could get cherry blossom Kit Kats back on the shelves. Your bank could send you paperless receipts, that sort of thing.

Net Promoter Score 60

Net Promoter Score NPS Customer Satisfaction Banking 60

Think Customers

APRIL 14, 2015

'Just as the U.S. population grows more diverse, so must the average company''s workforce. To remain on the cusp of innovation, leaders must conduct an internal audit to explore their brand''s current scope and expand future outreach initiatives. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Innovation 111

Innovation Blog Engagement Brands 111

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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